What is The English Experience’s telephone number?
(011) 786 6702
What are your office hours?
Monday – Friday
09:00 – 16:00
We are not open on weekends or public holidays.
How long will my order take?
We can only dispatch orders once proof of payment has been received. To check approximate delivery times, please check www.fastway.co.za and use their quotation tool. Orders are dispatched from Johannesburg.
What if I received damaged books?
While we try to ensure the quality of every book purchased, there can be manufacturing defects that are not picked up. Should you have received a damaged book, or one with missing pages, please contact us immediately on info@englishexperience.co.za with proof of the damaged book and we will gladly replace it for you.
Can you post my order?
We do not work through the post office as we find it can be quite unreliable. The courier we use offers affordable rates. To check the approximate courier cost, please visit www.fastway.co.za and use their quotation tool. Orders are dispatched from Johannesburg.
Why can’t I pay immediately with a credit card?
Our sales process is currently manual and does not support credit card payments.
Why will there be a delay before I receive the invoice for payment?
Our sales process is currently manual and we can only process orders during business hours when sales staff are available. We aim to attend to all orders as soon as possible and within one working day.
Are your books available in PDF format or for e-readers, such as Kindle?
No. We provide an e-book platform that can be accessed via a web browser on most digital devices (computers, tablets and smartphones) that are connected to the internet. Please note that e-book content is only available while online and cannot be downloaded for offline perusal.
What are your banking details?
Please place an order with us. Once we receive your order, we will send you an invoice that confirms the cost of your order and includes our banking details.
Are your books available to purchase in book stores?
No. English Experience resources are only available directly from us.
How much does delivery cost?
Delivery rate is dependent on your physical delivery address. Please note that we are not a courier service. We offer to dispatch packages via courier as a convenient courtesy to our clients. We do not take responsibility for any delays incurred by the courier. The courier does not work over weekends so please take this into account when ordering.
National delivery fees are between R50 – R100 and times are between 1-3 working days, but this can vary depending on your area. To check the approximate delivery charge and time for your order, please go to www.fastway.co.za and use their quote tool. Please note that deliveries are dispatched from Johannesburg.
Do you offer overnight delivery?
We can arrange overnight deliveries on small orders through Aramex. In order to qualify for overnight delivery, you will have to live within 30km of a main city centre, as stipulated on Aramex’s webpage (www.aramex.co.za). This service costs R99. If you qualify for this service and would like to take advantage of it, we must receive your proof of payment by no later than 13:00 the day before you would like your package to arrive.The package should arrive by 12:00pm the next working day.
Courier companies do not work over weekends so please take this into account when placing your order.
Do you deliver internationally?
We can arrange for international delivery. Please contact us for more information.
How do I track my package?
When your order has been dispatched, you will receive an e-mail form one of our sales representatives that will contain your tracking number. You can track your package on www.fastway.co.za with this tracking number.
Please note that orders will only be dispatched once we have raised an invoice and received your proof of payment.
Once your order has been received, please check the contents of your delivery and let us know within three days if there is an issue with the order.
How do I cancel an order?
Please send a cancellation request to info@englishexperience.co.za should you wish to cancel your order.
How do I create an account?
Once you have selected the items you wish to purchase, click on the ‘checkout’ button in the cart menu. Fill in the form with your details. Remember to tick the ‘create an account’ button at the bottom of the form before placing the order.
How do I log in to my account?
Click the ‘Login’ button at the top right of the page. Enter your username or e-mail address and password into the text boxes and click the ‘Log in’ button. Logging in will take you to your account page, with the following options:
- Dashboard:
This is where you can view your digital books. - Orders:
This is where you can see your all of your orders including hard copy books and digital. - Addresses:
This is where you can manage your billing and delivery addresses. - Account Details:
This is where you can manage your name, e-mail addresses, and passwords. - Logout:
Click here to log out of your account.
How do I place an order?
You can browse available products here: www.englishexperience.co.za/products
When you visit the relevant product page for the book you wish to order, you will have the option of selecting a digital or printed copy of the book. Click ‘add to cart’ under the relevant option.
When you’re ready to finalise your order, click on the cart icon at the top right of the page and a drop-down menu will appear. You can either click on ‘view cart’ to see which products you have ordered, or you can click on ‘checkout’ to proceed with the checkout process. Complete all of the required fields with accurate information to ensure no unnecessary delays. Once you have entered the information, click on ‘place order’ at the bottom right of the page.
Your order will then be sent to our sales team to process during business hours. If all information is accurate and the books are available, you will receive an invoice from us within one working day. The invoice is payable via EFT.
Problems logging in?
Clear Your Browser’s Cache and Cookies
Your Internet browser’s “Help” menu will have instructions for how to clear the cache and cookies.
CAPS Lock and NUM Lock on Your Keyboard
Passwords are case sensitive, so “PASSWORD” and “Password” are recognized as two different passwords.
Incorrect E-mail Address
Your e-mail address must be in this format: username@domain.com (or .net, .org, .edu, etc.). If you have more than one e-mail address, be sure that you’re using the correct e-mail address and password combination for the account you are trying to access. Also, if your computer is set to auto-complete the e-mail, make sure it’s the correct e-mail address listed.
Incorrect Password
If you’re sure you’re using the correct e-mail address, try to reset your password. For more information, see ‘How do I reset my password?’.
How do I reset my password?
On the ‘Login’ page, underneath where you have to enter your e-mail address and password, there is a link labelled ‘Lost your password?’ Click on this link. This link will take you to a page where you can enter your e-mail address or username, and click on the ‘reset password’ button. You will be sent an e-mail with instructions on how to reset your password.
Digital Resources
Please note that when you purchase one of our digital books, you have bought a license that allows you to access the content of that book using our e-reader for a limited period of time. This period of time of access is called the ‘subscription’ period. Access to the content will cease once the subscription period has expired. Subscriptions will, typically, expire at the end of the academic/calendar year in which the book is purchased (i.e. 31 December), unless the book has been explicitly purchased for the subsequent academic year.
How to use the e-reader
Please note that e-book content is only available while online and cannot be downloaded for offline perusal.
Reading a digital book:
- Log in to your account.
- Go to your dashboard.
- Find the book that you want to read.
- Clicking on the ‘View’ button next to a digital book will open a summary page.
- Clicking on the ‘Read’ button on the summary page will open the digital book in a new tab.
Features of the e-reader:
- Search:
Click on the magnifying glass icon to initiate a search. You can search for specific words or phrases within the digital book. - Interactive Table of Contents:
Click on the icon that looks like a page with bullet points to open the table of contents. The table of contents is interactive and will take you to the relevant section of the book when clicked. - Zoom:
Click on the plus and minus icon to open the zoom slider. You can use this to adjust the size of the font for readability. - Bookmarks:
Click on the rectangular icon that has a triangular piece cut out from the bottom to open the bookmarks menu. You can use this tool to save a particular page that you would like to access quickly. - Highlighting:
Click on the highlighter icon to highlight pieces of text of which you would like to take note. - Notes:
Click on the speech bubble icon to add a note on a page. - Full Screen Mode:
Click on the icon that looks like four arrows pointing outwards to switch to full screen mode. Press the ‘escape’ key on your keyboard or click the icon again to exit full screen.