IT Governance FAQs

Order fulfilment

• If your order includes items for download (e.g. a digital book, toolkit, template or standard):

  After you have completed your purchase you will receive your sales receipt and a separate email containing the download instructions and a link to your downloads. You can also access your downloads immediately via the downloads page in your My Account area.

  Please note that some items can only be fulfilled during normal business hours, including IT downloads, annual subscription log-ons and software licence codes.

• If your order includes hardcopy items:

  Any hardcopy items in your order willl be in our system for dispatch as soon as you have completed your order. For some transactions, we may require further evidence of card holder authorisation prior to dispatch.

• If you have purchased a training course:

  You will receive your sales receipt and further emails with instructions about the training course(s) you have purchased. You can add delegate(s) and/or company details for the course you have purchased from your My Account area.

• If you have purchased a Cyber Essentials product:

  You will receive your sales receipt and a further email from the Cyber Essentials portal with information about your purchase.  

• If you have purchased a consultancy or security testing service:

  You will receive your sales receipt and a member of our client services team will be in touch shortly to arrange your start date.

• If you have purchased a Vigilant Software product:

  You will receive your sales receipt and a separate email containing the download instructions.

How do I access my downloads? (Adobe e-books, toolkits, templates and standards)

After you have completed your purchase you will receive your sales receipt and a separate email containing the download instructions and a link to your download.

You can also access your downloads immediately via the downloads page in your My Account area.

Adobe e-book, Cyber Essentials, Training course and e-learning FAQs

Please visit our dedicated FAQ pages to find a list of common queries and answers.

• Adobe e-book FAQs
• Cyber Essentials FAQs
• Training course FAQs
• E-learning FAQs

Solution centre

For help with common error messages, please visit our dedicated solution centre page.

Still having trouble? 

If you're still experiencing issues with your download, please email us and include the following information in your email:

• Your order number (this can be found in the title of the confirmation email).
• The date of purchase.
• The email address you used to receive the e-book.
• The product you're having issues downloading.
• If possible, please quote the exact error message you receive and/or attach screenshots to your email. 

Refunds and returns

We are unable to offer refunds on any digital products. Please check that your chosen format is suitable for your computer or device before completing your purchase.

Please visit our terms and conditions page for more information. If you have any queries or questions, please email us.