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Questions & Answers

Below are your most frequently asked questions which we have answered. Please check here before you get in contact with us, as you may find we have already answered your question.

Just select a category below and then click on a question to view the answer.

About the Collection

  • How many issues are there in the collection?

    There are 80 issues in the collection.

  • How often is the collection published?

    The collection will be published every fortnight.

  • What day will issues be available in the shops?

    Issues are available on a Wednesday, every fortnight. Issue 1 will be on sale on September 9th.

  • I can't find any issues in the shops – what should I do?

    You can ask your newsagent to place a regular order for you so you can pick up your issues from them, or alternatively you can subscribe here and receive issues straight to your door. If you start your subscription from issues 1-4 you'll also receive free gifts.

  • Where is my nearest stockist?

    You should be able to pick up your copy from all good newsagents. Alternatively, you can click here to subscribe online and have your issues delivered to your door.

  • How much does each issue cost?

    Issue 1 comes at the special price of £1.99 (€3.99). Premium subscribers pay £2.99 (€4.99).
    Issue 2 comes at a special price of £6.99 (€9.99). Premium subscribers pay £7.99 (€10.99).
    Issue 3 onwards is priced at £9.99 per issue (€14.99). Premium subscribers £10.99 per issue (€15.99).

  • How can I get issues if I live outside the UK or Republic of Ireland?

    We are sorry, but at the moment we cannot send issues outside the UK and R.O.I. due to licensing restrictions.

  • Are the issues available digitally?

    We're sorry, but issues will not be available digitally.

  • I have already seen issues of this – is this collection different?

    As part of our research we tested the first four issues in selected locations in the UK. The 80-volume collection is now launching nationally from issue 1 to take you behind the scenes of every Doctor Who adventure.

  • I subscribed to the test. Do I have to buy issues 1-4 again?

    As a test subscriber, you will receive issue 1-4 completely free. You will receive an email to inform you of this and the next steps. If you did not provide an email address when subscribing you will receive a letter by post. If you have not received this by Saturday 26th September 2015, please contact our customer service team via any of the methods stated in the contact page. If you email the team, please include your name and subscription reference in the subject line.

  • I bought test issues through a retailer. Do I have to buy the issue(s) again?

    No, if you email us at dwcompletehistory@jacklinservice.com we will ensure that any issues you purchased are replaced with national issues.

  • How can I get back issues?

    You can order back issues via the Hachette Partworks shop, or alternatively you can contact our Customer Service Team using one of the methods below. Please note that it can take up to 28 days to deliver your back issues from receiving your request if you order via customer services.

  • Why can't I get through on the telephone number given?

    We have lots of lines and staff dedicated to helping you, but they can be busy at peak times so please keep trying. Alternatively, please email our Customer Services Team on dwcompletehistory@jacklinservice.com

  • I have not had a response to my email, when will I get a reply?

    We are sorry that we have not yet replied to your email. We aim to reply to all emails within 48 hours, however if we need to investigate your question it may take longer. Please also drop us a message via our Facebook page.

Subscription

  • How do I subscribe?

    You can subscribe in one of 3 ways; online, by telephone on 0844 412 9964, or by post by filling in a subscription form which can be found in issues 1, 2 and 3 of the collection.

  • How can I get a premium subscription?

    You can begin a premium subscription by subscribing here and selecting the premium subscription option.

    If you have already begun your subscription but wish to upgrade to a premium subscription, you must do so before you reach issue 10. In order to upgrade please contact our customer service team on 0333 300 1510 for England and 0333 300 1511 for the Republic of Ireland (local rates apply).

  • Have you received my subscription request - I have not had confirmation?

    If you have subscribed online, you will receive a confirmation email within 24 hours of placing your order. If you do not receive this email, please contact our Customer Service Team since there may have been a problem receiving your order, or an error with the email address used on your order form. If you have subscribed via post or phone, you will receive a confirmation welcome letter within seven days of us receiving your request to subscribe. This contains your order reference number and details of your subscription. If you haven't received a welcome letter after 10 days, then please contact our Customer Service Team. If you email the team, please include your name in the subject line.

  • When will I receive my free gifts?

    Subscribers starting with issue 1, before the 9th of September
    Your first delivery will be your issue 1 packaged by itself.
    You will receive your FREE issue, FREE Doctor Who Travel Mug and FREE Doctor Who Wallet with your second delivery.
    You will receive your FREE Doctor Who Limited Edition Print with your third delivery. If you subscribed online you will also receive your FREE Exclusive Audio Adventure.
    You will receive your FREE TARDIS Metal Bookends with your fifth delivery.

    Subscribers starting with issues 1, 2, 3 and 4 after the 9th of September
    You will receive your FREE issue, FREE Doctor Who Travel Mug and FREE Doctor Who Wallet with your first delivery.
    You will receive your FREE Doctor Who Limited Edition Print with your second delivery. If you subscribed online you will also receive your FREE Exclusive Audio Adventure.
    You will receive your FREE TARDIS Metal Bookends with your fourth delivery.

    Premium subscribers will receive the first Doctor Who Collected Comics with issue 8, after which, you will receive an issue of Doctor Who Collected Comics every 12 issues.

    Some gifts may be dispatched separately from the issues.

    Please note that gifts were part of a special offer only available to people who started their subscription with issues 1, 2, 3 or 4.

  • When I start my premium subscription what issue will I start paying the additional £1?

    You will start paying the extra £1 from your starting issue. The free issue you're entitled to as a subscriber will of course remain free. If you start your subscription at a later issue you just have to pay an additional £1 per issue for the issues you have missed.

  • How do I cancel my subscription?

    You can cancel at any time giving 28 days' notice - please contact our Customer Service Team via telephone, post or email. If you contact the team by writing, please include your name and subscription reference.

  • I want to cancel the premium side of my subscription and continue to receive the issues at the regular price. Can I get a refund for the premium payments that I have already paid?

    If you have not yet received your first Doctor Who Collected Comics, you will be entitled to a refund.
    If you have received your first Doctor Who Collected Comics and then decide to cancel before you receive the second Doctor Who Collected Comics, you will only receive a refund on the issues you have paid the extra £1 on since the first Doctor Who Collected Comics.
    If you have received your second Doctor Who Collected Comics and then decide to cancel before you receive your third Doctor Who Collected Comics, you will only receive a refund on the issues you have paid the extra £1 on since the second despatch. The same principle applies for all Premium Doctor Who Collected Comics.
    If you need more information please contact our Customer Service Team via telephone, post or email.

  • If I cancel my subscription am I able to pay the remaining premium payment to receive the additional items?

    No, premium items are only available if your subscription is still running.

  • Can I get the free subscription gifts without subscribing?

    No, sorry, the subscription gifts were only available for a limited time, exclusively for people who started their subscription with issues 1, 2, 3 or 4. But if you would like to subscribe from a later issue, please click here.

  • Can I check my subscription status online?

    Yes, you can now access My Subscriptions by following this link. You will need to register to access your collections and this will only take a few moments. You will be able to see the following information.
    Check to see which issues have been sent to you and when.
    Check to see which gifts have been sent to you and when.
    Check what you have paid for and see if there is anything outstanding.
    Automatically add magazine subscriptions to your 'My Subscriptions' profile.
    Manually add any missing magazine subscriptions.
    Print a copy of your deliveries and payments.
    Check to see which payment and delivery details we have for each of your subscriptions.

  • I have the wrong issue(s). What should I do?

    We will replace all of your issues with the correct issues. In order for us to arrange a replacement, please contact our Customer Service Team by one of the methods below. If you email the team, please include your name and subscription reference in the subject line.

  • My issue(s) arrived damaged. What should I do?

    We will replace any damaged issues. Please contact our Customer Service Team by using the contact form on the website. If you email the team, please include your name and subscription reference in the subject line.

  • How do I return an issue?

    If you are not satisfied with a dispatch, you have the right to return it within 14 (fourteen) days from the day you received it. To exercise this right, simply inform us of your decision by email, telephone, or by sending us the withdrawal form available here. You may send us back the dispatch, at your own cost, without giving any reason and without any penalty. Of course, you will not have to pay for this dispatch. As soon as we have registered the return of the dispatch, your debt will be cancelled. The dispatch must be returned, sealed, with the invoice, where applicable, to the following address:

    Doctor Who – The Complete History
    PO Box 77
    Jarrow
    NE32 3YH

    Please include your subscription number with your parcel. A parcel kept more than 14 calendar days means acceptance and the invoice should be paid promptly.

Payment methods

  • What payment methods are available?

    Direct Debit, Switch, Maestro, Visa, Delta, Mastercard or via invoice.

  • When will payments for my subscription be taken?

    Payments are only taken once your order has been dispatched. Payments are taken every 4 weeks, and the date will depend upon when you take out your subscription.

Delivery

  • How long will it take for my delivery to arrive?

    Please allow 28 days from your order confirmation for your issues to be delivered.

  • What are you delivery methods?

    All our despatches are sent by Royal Mail. Some parcels that we send out which include gifts may be too large to fit through letter boxes. If you have an arrangement with your postman to leave large items in a secure place i.e. the side of your house or in a porch, please check there before contacting us.
    If Royal Mail have attempted to deliver a large parcel and there is nowhere suitable to leave it, they may have returned it to your local sorting office. Please check to see if they have left a ‘We tried to deliver' card which should have your sorting office contact details on it. If you have not received a card, it is still worth contacting the sorting office as Royal Mail may not have left a card.