Customer service: Kerstin.Meissner@springer.com
From June 1st 2018 stock will no longer be dispatched by MDL but by KNO.
The transition applies to the Macmillan International Higher Education textbook division of Macmillan Education and all associated imprints (‘Palgrave’, WH Freeman, Worth Publishers, Bedford St Martin’s, Roberts).
The KNO global fulfillment Centre based in Erfurt, Germany will provide distribution for all Springer and MIHE titles, which we feel will simplify this process, ensure greater consistency of service and provide greater clarity for customers.
There are no changes required for order placement or Customer Services.
Your usual Sales Representatives and Springer Customer Services contacts will remain as they currently are. This is just a change in fulfillment warehouse.
Any questions or queries you may have, please consult with your local Sales Representative, you can find details of their contact details here: https://www.macmillanihe.com/page/sales-contacts/
As of June 1st 2018 we are also changing the returns addresses for MIHE titles, please ensure you update all relevant systems to reflect this, we will have an initial transitional period to ensure stock sent to MDL in error is credited, however returns send in error to MDL end after 90 days will cease to be credited. For our updated full returns policies please refer to our website or contact your local sales representative.
All Customers - Please continue to submit returns requests to your local Sales Representative or your Springer Customer Services Centre (SCSC) as you currently do.
From JUNE 1st
For ROW customers – please send all authorized returns to:
KNO VA, Springer Nature
c/o KNV Logistik
- From 1st March 2017, Returns are allowed between 4 to 16 months of invoice date and must be in resalable condition
- Include a copy of the packing slip or original invoice information to expedite processing and avoid a possible 10% processing penalty
- For your protection, we recommend all returns be sent via a traceable method
- Damaged books must be reported within 2 months of billing date
- Previous returns restrictions for specific global territories remains in place
- We are not responsible for product returned that does not belong to us
KNO delivery times for standard orders
Lead delivery times (KNO standard shipment)
All shipments from KNO to the UK are sent out via DPD (reaches the UK within 2-3 working days).
From 100kg onwards it’s sent via freight (reaches the UK within 4-7 working days)
Shipments are sent out via standard mail (not trackable) if the weight is up to around 2kg (average amount, exact weight may differ per country)
From approx. 2kg onwards shipments are sent via DPD (delivery times 2-3 days)
From approx. 55kg (average amount, exact weight may differ per country) onwards shipments are sent via freight (delivery times 4-7 days)
Rest of the World (eg Middle East)
Shipments are sent out via standard mail (not trackable) if the weight is up to around 30kg (average amount, exact weight may differ per country)
From approx. 30kg (average amount, exact weight may differ per country) onwards shipments are sent via freight (delivery times 4-7 days)
However, these customers usually are delivered via a UK-Shipper, so the UK times apply. Or they pick up at the warehouse
Macmillan Higher Education Textbooks
Operational Changes Guide for Customers Effective March 1st, 2017
Changes apply to imprints; Palgrave, WH Freeman, Worth Publishers, Bedford St Martin’s, Roberts, USB
Ordering Information & Customer Service Inquiries
Effective March 1st, 2017, all book orders for Palgrave Higher Education, including all of the above imprints, should be sent to:
Springer Customer Service Center GmbH
Tel: +49 (0) 6221 345 4301
Fax: +49 (0) 6221 345 4229
To be clear, customers can place mixed orders for Palgrave and Springer titles in a single order to SCSC. The order will automatically be split by SCSC, and routed to KNO accordingly for fulfillment. Customers will then receive separate invoices.
For all customers outside of the UK, all invoices for Palgrave and Springer orders will be priced in Euros.
To establish a new “price and availability” feed, please contact Customer Services to organize this. Orders through Nielsen and PubEasy will continue as per normal.
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