FAQs about Buying Online with Kaplan
We have done everything we can to make our Buy Online website as easy to use as possible. However if you have any questions you may be able to find your answers here. If not please contact our Customer Services team on 0845 873 6314.
The frequently asked questions our users have with our Buy Online website can be grouped into the following subjects:
Logging in
Q. Why can’t I log onto the site when I’ve bought from Kaplan (FTC4Success) before?
A. You will need to re-register in order to access our new 'buy online' website. On the registration form enter the email address you used for previous purchases. We’ll then send you an email – click on link to access your personal information form. Complete the form and we’ll send you an email to confirm that your registration is complete.
Q. I can’t access the site / I’ve forgotten my password/security question. What should I do?
A. Your account needs resetting - please contact Customer Services on 0845 873 6314
Q. I’ve locked myself out of the site. What should I do?
A. Your account needs unlocking - please contact Customer Services on 0845 873 6314
Registration
Q. Why can't I access the site after submitting my registration?
A. After submitting your registration you will be sent an email confirmation. Please click on the link in the email to complete the registration process and gain access to your Kaplan account.
Selecting a course/ enrolling on a course
Q. Why can’t I find / select the courses I want to enrol on?
A. It might be that the location and course options you have suggested are unavailable at this time. If this happens please contact Customer Services on 0845 873 6314 or send an email to customersupport@kaplan.co.uk for advice on your options
Q. I want to study from home. Should I select 'distance and online learning' or 'study materials'?
A. Select 'Distance & Online Learning' if you want to purchase a home study course with tutor support. Select 'Study Materials' if you only wish to purchase individual books/ resources.
Q. I am an international student why can’t I enrol on to a Full Time course online?
A. Full Time courses are not available to buy online due to international student visa legal requirements. Please contact our dedicated Full Time Customer Service Team on 0207 403 8080 or registrar@kaplan.co.uk
Purchase confirmation
Q. When will I receive confirmation that I am enrolled on a course?
A. You will receive immediate confirmation by email. Additionally, if you have enrolled on a classroom course, you will receive confirmation by post in approx 3 working days.
Q. Why haven’t I received confirmation that I’ve enrolled on a course?
A. You should receive confirmation that you've enrolled on a classroom course within approx 3 working days. If it has been more than 3 working days, there may have been an unforeseen problem. Please contact Customer Services on 0845 873 6314 or the Kaplan Training Centre that you are due to attend.
Q. I’ve processed my order but realised I’ve made an incorrect selection – how do I change this?
A. Please contact Customer Services on 0845 873 6314 or the Kaplan Training Centre that you are due to attend.
Course study materials
Q. When/how am I going to get my study materials?
A. For classroom courses your study materials will be issued to you on the first day of your course. For Live Online / Distance Learning courses or Kaplan Publishing Home Study books the study materials will be sent to you via Parcelforce. Delivery is generally 3-5 working days in the UK or 7-10 working days outside the UK.
Q. Do I need to sign to accept delivery of my study materials?
A. Yes.
Q. How can I change my delivery address?
A. Please contact Customer Services on 0845 873 6314 or send an email to customersupport@kaplan.co.uk
Q. What’s the postal charge for study materials?
For Live Online / Distance Learning courses the postal charges are as follows:
- £6 (UK)
- £25 (Europe)
- £45 (Rest of the World)
Q. My employer is going to pay for my course – can I enrol online and request an invoice?
A. Yes, you can enrol online. At checkout you tick a box to confirm that you wish your employer/sponsor to be invoiced. Complete your company details and submit your online enrolment. You will receive an email advising that your enrolment has been received pending Training Manager’s approval.
Q. How does my employer approve the enrolment?
A. Your Training Manager will receive an email. It asks them to click on a link and view the courses you have provisionally enrolled on to and then approve or reject the order.
Q. How will I know if my employer has approved the enrolment order?
A. Once your employer has approved or rejected the enrolment order, you will be sent an email to confirm the position with regard to your course booking.
Q. Can my employer amend the courses I wish to enrol on to?
A. No, your Training Manager cannot amend the course enrolment. Your employer will need to reject the order and you will need to start again.
Q. Can my employer amend company/contact/invoice details?
A. Yes, they can amend the company and invoice details that have been submitted on the online enrolment.
Q. Why has my employer not received an email asking them to approve my enrolment?
A. There could be an unforeseen issue that means the approval email is not getting through to your employer. If this happens please contact Customer Services on 0845 873 6314 or send an email to customersupport@kaplan.co.uk to arrange for this to be re-issued.
Q. My employer has approved my enrolment so why have I not received any email confirmation?
A. Please contact Customer Services on 0845 873 6314 or send an email to customersupport@kaplan.co.uk
Q. When will the invoice be sent to my employer?
A. Approx 3 working days after email approval.