CITB Shop

FAQs

Managing your account

Managing discounts

Placing an order

Managing your orders

Managing your subscriptions

 

Why do I need to create an account?

To enable us to process your order, we need to capture a lot of personal information including delivery address and payment details. By creating an account, all this information will be available if you want to view your order history, track deliveries or place another order. You need to create an account to ensure that this information is stored appropriately.  The benefits of an account are that you will be able to place orders online, access personalised pricing, view order history, and track deliveries.

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Can I change my password?

Once you are logged into your account you can change your password at any time.

1. Please go to the My account link at to the top of the page
2. Select Account details from the left hand side menu
3. Select Security details
4. Complete the information requested in Password change

My Account - Password Change

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I have forgotten my password

If you are unable to remember your password, select the forgotten password link. You will then be asked to enter your email address.

When you press submit, the system will send you an email which will enable you to reset your password.

Login - Forgotten Password

 

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Why do I have to provide a security question?

The security question that you choose will be used by our Customer Services team to identify you if you contact them directly.

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Can I create multiple delivery addresses?

The CITB shop will let you store all your delivery addresses, so that they can be re- used.

Once logged in, you can manage your delivery addresses through the Address Book in My Account. From here you can:

  • Add new addresses
  • Edit existing addresses

Alternatively, you can choose to add a new address at the point of entering the delivery information when placing an order.

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We are a Levy-registered company, are there any discounts available?

All construction employers have to be levy registered but not all have to pay a levy. Levy registered companies benefit from grants, training support and discounts on publications, even those who don’t pay levy.

Standard priced publications are set 20% higher than the levy registered RRP. To take advantage of the discount on a range of our products,  please provide us with your Levy registration number.

Once you are logged into your account you can enter your Levy-registration details.

1. Please go to the My account link at to the top of the page
2. Select Account details from the left hand side menu
3. Select Organisation details
4. Add your Levy registration number

A member of our Customer services team, will then review and approve your request. You will receive an email informing you that that your account detail have been updated When you next log in to the CITB shop, you will see the discount prices

Updating Custom Pricing

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We are a Site Safety Plus training provider, how do I register for discounted prices?

Site Safety Plus Training Providers are eligible to pay the Levy registered prices for the mandatory training material.

To take advantage of the discount , please provide us with your Site Safety Plus provider number, following the same process as set out for Levy registered companies.

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We are a Utilities Engineering training provider, how do I register for discounted prices?

Utilities Engineering Training Providers are eligible to pay the Levy registered prices for the mandatory training material.

To take advantage of the discount , Utilities Engineering provider number, following the same process as set out for Levy registered companies.

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We are an establishment of Higher or Further education, are there any discounted prices available?

Colleges and establishments of higher and further education also qualify for the discounted prices offered to Levy registered companies on the HS&E publications.

To take advantage of the discount , please provide us with your UPIN (Further/Higher Education number), following the same process as set out for Levy registered companies.

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Can I purchase an NCC course or a HS&E test directly from the CITB shop?

The CITB shop has been launched in November 2014, replacing the previous online bookshop. As well as purchasing publications, you will be able to access high level content on CITB training courses, cards and tests with signposting on to further detailed information.

At the moment, you will still need to complete transactions for other publications via other sites, but the CITB shop will act as a single portal to access these sites.

HS&E test bookings: via the booking website operated by Pearson Vue

HS&E test revision material purchases: via the online shop operated by Pearson Vue

NCC course bookings: via the citb.co.uk website

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What are your standard delivery terms?

All standard deliveries within the UK are free of charge, and we aim to deliver these orders within 10 working days.

We also offer an express delivery option which we aim to deliver within 3 working days, and this costs £20 plus VAT. This option is only available for couriered products, primarily HS&E publications.

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Will you deliver to overseas locations?

We will fulfil orders to overseas locations using a courier service.

Prices will be calculated based on the country of receipt and weight of the package.

To gain a price for delivery of an overseas order, please build you order, add the appropriate location details in the delivery section of the checkout process, and the delivery price will then be displayed in your basket.

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Can I pay using a CITB Credit account?

The CITB shop will allow you to pay using your CITB credit account once it has been approved and linked to your shop account.

If you do not have a current credit account but you wish to apply for one, please email publications@citb.co.uk for a new credit account application form.

1. Please go to the My account link at to the top of the page
2. Select Account details from the left hand side menu
3. Select Organisation details
4. Complete the information requested in Credit account section

A member of our Customer Services team, will then review and approve your request. You will receive an email informing you that that your account details have been updated.

When you next log in to the CITB shop, you will be offered the choice of paying by credit account or credit card at the payment screen.

All orders requesting credit account payment will be

  • required to enter a Purchase Order number, which will be listed on order confirmation emails and invoices.
  • placed on hold whilst our Customer Services team complete a credit check.
    • If there is sufficient credit on your credit account, your order will be released and you will be sent a confirmation email.
    • If there is an issue with your account a member of the Customer Services team will contact you to discuss options to progress your order.

If there are multiple individuals in an organisation who use the same credit account, they will have access to a shared order history. This will help to manage and track orders when staff are on holiday, and to ensure that credit accounts are not abused by making all transactions visible.

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My credit card has been declined, what should I do?

If your credit card is declined, you will be given the option to pay be a different card.

If you would like to pay by cheque, please leave the order in your basket and contact our Customer Services team on 0344 994 4122 who will be able to convert the order into a quote which can be settled by cheque.

Once the order has been placed, you will still see it in your order history and have the benefits of order tracking.

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Can I still pay by cheque?

You can still choose to buy products by cheque, but you will need to contact our Customer Services team on 0344 994 4122 who will assist with you such an order.

Once the order has been placed, you will still see it in your order history and have the benefits of order tracking.

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Can I get a quote for an order?

If you would like to get a formal quote or proforma invoice to support your own internal procurement processes, then please contact our Customer Services team on 0344 994 4122 who will assist you.

All quotes will be emailed out and will remain valid for 30 days.

When you are ready to convert a quote into an order, please contact the Customer Services team who will take your payment details and release the order.

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Can I see all the orders placed on my account?

The CITB shop provides a full view of orders placed on your account.

1. Please go to the My account link at to the top of the page
2. Select Order history from the left hand side menu

Your order history will include any orders placed by our Customer Services team on your behalf following a telephone or postal order. If you have colleagues who share the use of a CITB Credit Account, you will also be able to see all their orders.

For HS&E products that are being dispatched using a courier you will be able to click through to the courier tracking system and check on progress.

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Can I track my delivery?

The HS&E publications are delivered by a courier, and the CITB shop will enable you to track their deliver by providing a link out to the courier.

1. Please go to the My account link at to the top of the page
2. Select Order history from the left hand side menu
3. Select the order that you wish to view
4. If the product has been sent out via a tracked delivery service, you will be able to click through a link under the order tracking ID

There are a number of publications that are not delivered by courier, including Utilities Engineering products, and so no tracking information will be available for these products.

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What should I do if my order has not been delivered?

If you are expecting an order has not been delivered, please first

  • Check that the order has been placed using the order history
  • Check the delivery status using the delivery tracking information

If you need any further information or have any concerns, please contact our Customer Services team on 0344 994 4122.

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Can I cancel an order?

If you wish to cancel an order, please contact the Customer Services team on 0344 994 4122.

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What is a subscription?

Many of the HS&E publications are now available as online subscriptions on CITB’s e- learner platform GOLD (Gateway to Online Learning and Development), including

  • GE 700 Construction site safety
  • GT 700 Toolbox talks
  • GE 706 Site supervision simplified

When you buy a full (12-month) subscription they will be available to you on demand via GOLD with access at any time, from any PC with internet access, on any site. Plus, the information is updated as legislation changes, meaning that the online publication is always up-to-date during the subscription period.

The online publications are available with either single or multi-user concurrent licences.

There are free taster versions including sample pages available to view before you buy. To view the taster products visit the GOLD homepage and click on ‘Guest Access’.

Gold Website

 

 

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How can I see my subscriptions?

Once you are logged into your account you can see a record of all subscriptions purchased, start date, end date and the number of users defined.

1. Please go to the My account link at to the top of the page
2. Select Subscriptions from the left hand side menu
3. Select the subscription that you wish to view

 

Subsctiptions

 

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How do I define the user for a subscription?

An online subscription requires the name and email address of the user to be defined, so a login can be created for them with appropriate permissions.

Once you have placed an order for a subscription to an online edition, you will be prompted to define the users,

  • at the point of onscreen order confirmation
  • in the order confirmation email
  • or this can be completed via My account, Subscriptions, Subscription log

Your details will have been pre-populated into the first subscription to reduce the need to re-key if the subscription is for you, but if the subscription is for someone else please clear your details and then define as appropriate.

 

Once submitted these details will be locked as they are passed onto the subscription platform. To amend user details already defined please contact our Customer Services Team on 0344 994 4122.

 

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© The Construction Industry Training Board 2014, known as CITB.

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