DOCUMENT SUPPLY GENERAL HANDBOOK

Transcription

1 DOCUMENT SUPPLY GENERAL HANDBOOK

2 CONTENTS 1 Welcome to the British Library s Document Supply services 2 An overview A brief guide to our Document Supply services explaining how we process your orders 3 How to pay accounts explained Deposit accounts Billing accounts Parent/satellite accounts 4 Sending your orders A brief description of each method of sending your requests to us ART , ARTWeb and the Integrated Catalogue 5 How we tell you what has happened to your requests Reply Codes ART Replies Intray 6 Copyright fees when, where, why? General information 7 Document delivery options Service speeds Delivery methods Customer Services Orders 8 Request numbers Request numbers Number Suppression. 9 Special requirements Message Keyword Codes How and when to use Message Keyword Codes What happens if you use no Message Keyword Codes 10 What happens if we have the item? What to do if you don t want microform Copyright Declarations 11 What happens if we cannot satisfy your request? Waiting Lists Unable to copy because of copyright agreements When we need more information from you Item not yet purchased 12 Communicating with us Resending a request Chasing a request Cancelling a request on a Waiting List You are sent the wrong item or a poor quality copy 13 Extended searches 14 Loan requests What happens if we have the item The loan period Extending the loan period If you do not return the item on time Lost Items

3 October 2010 Customer Services +44 (0)

4 1 Welcome to our Document Supply services We offer you a comprehensive and flexible choice of services, designed to help you get the most out of document supply. A wide range of options means that you can tailor our service to suit your needs. You choose: How to pay pay in advance or pay by monthly invoice Speed of service standard (3-5 days), 24-hour or 2-hour despatch Delivery method secure electronic delivery, first-class mail/airmail, Ariel, fax or loan of original material The way you order online or by Optional extras extended searches. In most cases, you can choose the service you require with each request you send. But whichever you use, you will always benefit from the British Library s unsurpassed experience in Document Supply. As a registered customer, you have access to the world s largest single collection dedicated to remote document delivery. Most subjects and languages are covered, and we buy items from everywhere in the world. Journals / serials over 250,000 different titles Books over 3 million volumes Conferences over 400,000 proceedings Reports over 4 million held, mainly on microfiche Patents over 48 million held, from all over the world Doctoral theses (UK theses available via Ethos and 470,000 US theses Music over 135,000 music scores You can find out more about our collection, and search our catalogues, at 2 An Overview This brief introduction gives some background that should make our procedures clearer. Most of this information will be covered in detail later in this handbook. If you have used our services before, you might want to go straight on to the next section. New customers, however, might find the extra information useful. On an average day, we process thousands of requests from all over the world and satisfy over 85% of them from our own collections. These requests could be for copies of journal articles (whether published last week or a century ago), conference papers, scientific reports, patents, official publications, theses, the loan of books and sheet-music. In fact, we can supply almost any type of printed information. We satisfy most article orders by electronic delivery. Loans are sent by mail or courier. You can also choose your own delivery speed Standard (3-5 days), 2 hours and 24 hours. Your account and payment There is no subscription or registration charge, you just pay for the supply of documents and services. When you register with us, we give you a Customer Code and Password. This is the way most of our systems will recognise you, and you should quote your Customer Code whenever you contact us. There are two methods of paying for our services. Both methods require you to set up an account. A deposit account allows you to pay in advance. You will be sent a monthly statement detailing your usage, and we will prompt you to replenish your account when it gets low. A billing account requires you to pay an invoice each month for any services you have used; again, you will receive a detailed statement of your usage. If your organisation has several sites that might wish to order from us but you would like central control over payment, we offer parent/satellite accounts. Because of European copyright law and agreements with the Copyright Licensing Agency, the payment of a copyright fee is required on all copies made for a commercial purpose. This is not included in the price we quote for a copy. The copyright fee is set either by the publishers or the Copyright Licensing Agency and will vary between publications. No copyright fee is payable on loans. Current details of copyright fees are available on the Web, at and It is important that you understand copyright requirements and when a copyright fee must be paid. The nature of

5 your research affects whether a copyright fee is optional or mandatory; there are also situations in which a copyright fee is compulsory for everybody. You can find more information in section 6. Requests We usually refer to your orders for copies and loans as requests. There are three main automated methods for sending your requests to us, plus a few alternatives to these. ARTWeb: our web order form. Lets you send one request at a time quickly and easily Integrated Catalogue : The Library s catalogue. Identify first and then order ART our ordering system. ART There is no limit to the number of requests you can send to us in one file by ART . The web routes accept one request at a time. As ART is an automated system, you must type your requests in a particular format to ensure that our computer can read them. This format is explained, along with detailed instructions on using ART , in the ART Guide. The ART Guide is available as a PDF file on our website Request numbers There will be many occasions when we will refer to your request numbers. You may be wondering why they are so important to us. We deal with thousands of requests each working day so it is essential that we have a simple method of tracking down specific requests. The easiest way of doing this is by allocating each request an alpha-numeric code, which we call the request number. Your requests are printed onto forms with barcodes when they arrive at the Library, and these barcodes will be scanned at various stages so we can monitor the progress of your request through the Library. Another important thing to know is that each request prints out onto a separate form at the Library. This gives us a record that we leave on the shelves to show where the item is, to avoid losing valuable stock. If you are registered for loans and require a book that is in several volumes, you will need to send a separate request, with full bibliographic information, for each volume required. You can read more about loans in section 14. If you send your orders by ARTWeb, or ART , our systems will allocate unique numbers to each request for you. If you use the Integrated Catalogue or if you ask us to stop assigning request numbers (Number Suppression), you must allocate your own numbers. We recommend combining your Customer Code with a running number, to ensure that the number is unique, e.g You must keep a record of your request numbers. We cannot track orders from the bibliographic details alone. Special Requirements Whichever method you use to send orders, there are special codes that you can use to give detailed information about requests: the delivery speed, method of delivery, or if you do not want to receive a copy in microform, for example. These are called Message Keyword Codes and they will be fully explained later in this handbook. You should add these to the first line of your request on ART , or select them from drop-down menus on web order forms. This will ensure that your request is streamed automatically to the correct department, thus speeding up processing. You can also use Message Keyword Codes to communicate with us about requests that have previously been submitted: for example, if you wish to cancel a request we have added to a Waiting List.. Reply Codes Once you have sent us your request, you will want to know what has happened to it. Due to limitations on the number of characters allowed by our automated reply system, we use Reply Codes. Each of these corresponds to a particular situation. A full list of Reply Codes, their meanings and any action that may be required, is available on our website. The Reply Codes are matched to your request numbers. This is another good reason why you must always keep a record of these numbers. We send you reply codes in ART Replies Intrays. See section 5 for further details. Conclusion This introduction will hopefully have made what follows in this handbook easier to understand. Our Customer Services team are available to help with any questions or problems you may have.

6 T +44 (0) F +44 (0) customer-services@bl.uk 3 How to pay accounts explained As you are one of our registered customers, you will have already opened an account. There are two types of account available: a) A deposit account, if you wish to deposit funds to pay in advance b) A billing account, if you wish to pay monthly. You can charge all usage to the one account, regardless of which type you have. If your needs change, contact Customer Services to ask about switching to a different type of account. Deposit accounts With a deposit account, you pay in advance to keep your account in credit. Whenever one of your requests is processed, we will deduct the appropriate amount from your account. We will send you a monthly itemised statement, listing all transactions and charges which is for reference only. We will prompt you to replenish your account when its level is getting low by sending you a pro forma invoice. Billing accounts A billing account allows you to pay for services you have already received. We will send you an itemised statement, listing all transactions and charges, and an invoice for all your processed requests each month. The invoice must be paid within thirty days. Parent/satellite accounts Parent/satellite accounts are intended for organisations that have more than one site but prefer to keep control of their finances in one place. There can be one or more satellite accounts linked to a parent account. Each satellite account has its own Customer Code and acts as an independent customer. At the end of each month, the closing balance is transferred from the satellite to the parent account, and the balance of the satellite account is reset to zero. An itemised statement, detailing all request numbers, is then sent to the parent account s address. Parent account can be a billing or a deposit account. For information on all types of British Library account, please contact Customer Services Accounts T +44 (0) F +44 (0) customer-services-accounts@bl.uk 4 Sending your orders There are several methods of sending your requests to us. ART -based ordering system. Requests must be formatted to be machine readable. ARTWeb/Integrated Catalogue web-based order forms, no formatting needed, send one request at a time. Through the ILL module of your Library Management System Contact your supplier for details. Whichever method you use, if you are unsure whether a file of requests has transmitted correctly, contact Customer Services for advice rather than resending the file. If such duplicate requests are received, it is usually not possible to locate and cancel them. ART ART (Automated Request Transmission by ) is a simple method of sending your requests to us using . All you need is your Customer Code and ART password; no further registration is necessary. However, as your file of requests is going to be read by a computer, a precise format, called the ART format, must be used. Full instructions for ART are in the ART Guide, available as a PDF file on our website ARTWeb/Integrated Catalogue ARTWeb and the Integrated Catalogue order forms are recommended because they are simpler to use than ART . These methods are most suited to low-use customers, because you can send only one request at a time. Just complete a simple form and click on the submit button. Detailed on-screen help is available at each stage

7 5 How we tell you about your requests Once you have sent your requests, you will want to know what has happened to them. We will send you a list of your request numbers along with Reply Codes via ART Replies Intray. Reply Codes are simple codes, each of which indicates a specific situation: a full list is available on our website. The Reply Code will be matched to your request number; all you do is look up the code to find out what has happened to the request and any action that you may need to take. Although the full list of Reply Codes looks long, you will find that you soon recognise the more common ones. If you do not send many orders and find the empty intrays inconvenient, we can switch them off. However, in that case you would need to contact Customer Services to discover the outcome of your request. If you do not wish to know about your successful requests, you can ask us to switch off the Shipped messages. If you would like to receive more than one intray per day, or would like to change the time you receive it, just let us know. More information on ART Replies Intray is in the ART Guide: 6 Copyright If you are registered as an individual, or if the copy you are requesting is intended for work or study with a commercial purpose, you must pay a copyright fee in addition to our copying charge. This is due to a combination of UK and European copyright law and the licence agreement between the British Library and the UK Copyright Licensing Agency. These copyright fees are agreed by publishers and vary with the publication. All copyright fees are passed to the UK Copyright Licensing Agency for worldwide distribution to publishers and other rights holders. A few publishers are excluded from our licence agreement. Their titles cannot be copied in situations when a copyright fee is mandatory. If the copy is required for private study or research that is not for a commercial purpose and a copyright fee is not going to be paid, the end user must sign a declaration form before the order is sent stating that this is the case. You can download a Declaration Form as a PDF file from our copyright web pages: Full and current information on copyright fees for the journals received by the British Library is available at and Frequently Asked Questions on copyright are answered on our copyright web pages: Categories of customers that must pay copyright fees With the exception of items supplied on loan, a publication-specific copyright fee must be paid on all documents supplied to customers registered as an individual, commercial organisations, or if your organisation is based in the USA. If the payment of copyright fees is not mandatory for you, you must ask us to charge the fee on those occasions when it is required. Instructions on how to ask for copyright clearance are given below. Circumstances in which all customers must normally pay a copyright fee All customers must pay copyright fees when they are: (a) Requesting a copy required for work or study with a commercial purpose (b) Requesting a document for secure electronic delivery * (c) Requesting more than one article from a journal issue or more than one chapter from a book (d) Adding copies to their own library s stock (e) Circulating copies within their organisation (f) Requesting multiple copies of the same article (g) Requesting photocopies of complete journal issues or complete books. * UK and Irish-based non-commercial customers can receive Library Privilege copies by secure electronic delivery for 24hr and standard requests. General points Payment of a copyright fee does not give you permission to make further copies from items supplied by the British Library. The information in this section is correct at the time of printing. Changes will be announced on our website. Copyright Fees If you are registered with us as an individual or commercial organisation or are based in the USA, copyright fees will be charged automatically. Alternatively, you will have to follow the instructions below to ask us to charge the fee unless the copy is required for work or study with a non-commercial purpose.

8 Note: If a copyright fee is to be charged, we cannot perform a location search for UK and Irish requests. This is because so few location libraries are able to supply copyright fee paid copies at the time of writing. To ask for the copyright fee to be charged ARTWeb/Integrated Catalogue Choose the option Copyright Fee Paid Copy in the Other Request Instructions section. ART Put the Message Keyword Code COPYRT after the TX on the TX line of your request: e.g. TX SED99 COPYRT Exception: If you have registered for Number Suppression, you do not follow either of the above instructions. Instead, you add the letters RZ to the front of the request number you allocate to the request: e.g. TXRZ /01 PHOTO S If you send a request that incurs a copyright fee (for example, if you ask for a document to sent by 2-hour secure electronic delivery) and have not used RZ or COPYRT, we will send you a Reply Code saying so; NCOP or NMULT. You should then reapply with the appropriate copyright instruction. In such a situation, we will not process your request unless it is clear that you agree to pay the copyright fee. For more information about copyright fees, and to read some Frequently Asked Questions about copyright, visit our website at 7 Document delivery options When ordering documents, you can choose from three service speeds and several delivery methods. Registered organisations can also ask to borrow items on loan. We give full information about ordering items for loan in section 14. Some report material will be supplied on microfilm or microfiche unless you use the Message Keyword Code MICNO to specify that this is not acceptable. You will find more information about Message Keyword Codes in section 9. Please note that we will always charge the prices that are in force on the day of supply rather than the day you sent us the request. Note: Your readers have to pay you for articles they receive from the British Library when a copyright fee has not been charged, in order to comply with the UK Copyright Act. They do not, however, necessarily have to pay you the full price. As a guideline, you could charge the reader the same amount the copy would have cost had it been made in your own library. Service speed You have a choice of three levels of service: 3-5 days, 2 hours and 24 hours. If the document you want is available, it will be despatched within your chosen response time. If there is a problem, or we don t hold the document, we will alert you. 3-5 days Standard turnaround time is usually 3 to 5 working days, although we do not guarantee response times through the Standard Service. This is the default service speed and you don t need to use any special Message Keyword Codes. 2 hour delivery Available between Monday and Saturday (UK time), excluding public holidays. ARTWeb/Integrated Catalogue choose 2hr Delivery under Service Speed ART use the Message Keyword Code *2* on the TX line ART and ARTWeb have potential delays because s can be held up at servers en route. 2 hour delivery will only be timed from when the order is received at the British Library so we recommend that you use the Integrated Catalogue for 2 hour delivery if possible, or use the telephone number below. We will check only stock held in the British Library s Document Supply collection for 2 hour delivery, because the emphasis is on speed of supply. For the same reason, we will not add 2 hour delivery requests to any waiting lists. 24 hour delivery Available Monday to Friday, apart from public holidays. However, requests received on a Friday might be dealt with the following Monday. ARTWeb/Integrated Catalogue choose 24hr Delivery under Service Speed ART use the Message Keyword Code *24* on the TX line We will not add 24 hour delivery requests to any waiting lists.

9 You can telephone us with 2 or 24 hour orders if you prefer. T +44 (0) You must give the following information: full bibliographic details for each request, a reference number for each request to quote on your statement, your Customer Code and password, your telephone number, your name or other contact name, the method of delivery and speed of service required. The telephone service for same-day despatch is available Monday to Friday, (UK time). Same-day despatch for loans is available until (UK time). Delivery methods Post When sending you documents by post, we always use first-class or airmail. Copies are made as double-sided A4 copies for easy storage. This is our default delivery method and you don t need to use any special Message Keyword Codes. Secure Electronic Delivery With secure electronic delivery, you can receive encrypted PDF files that you collect from the Web. No expensive software is needed; you view and print our documents using either FileOpen or Adobe Digital Editions. When we have scanned the document, we send you an to tell you that it is available. This will have the request number in the subject line and contain a link to our secure server where you will find the document. For more information about secure electronic delivery and FileOpen, visit How to ask for Secure Electronic Delivery 1 Before you first ask for electronic delivery, you must have installed the FileOpen plug-in. It is very important that you do this before ordering, otherwise you will not be able to read the encrypted document. Visit for more information. Alternatively, you can choose to receive documents using Adobe Digital Editions see for details. 2 Contact Customer Services to inform us of your default delivery address. We will record this on our systems so that you don t need to type it again. 3 To request electronic delivery, you should choose from the following options: a) ARTWeb/Integrated Catalogue choose from 3 Secure Electronic Delivery options depending upon the speed of service you need b) ART use the Message Keyword Code SED99 on the TX line, followed by *2* or *24* if you want 2 hour or 24 hour delivery. If you want documents to be sent to an alternative address, you can ask Customer Services to set up your account for ADD Address (Alternative Document Delivery Address), which allows you to override your registered postal or address. Alternatively, you can forward the when it arrives, provided you have not already visited the link to the document. Full instructions on using ADD Address via ART are in the ART Guide. Please note that: Payment of a Copyright Fee is mandatory on all copies sent by Secure Electronic Delivery* You are only allowed to make a single paper copy from the electronic copy. To protect publishers, the document can only be accessed from the server once. Do not visit the web-link if you don t intend to download the document. You are also only allowed to print one copy of the document. Where we have an agreement with the publisher, you are allowed to store copyright fee paid electronic documents on your hard drive for up to 3 years. You are not allowed to store any items ordered through our Library Privilege service. The electronic copy will be available for collection from the server for 30 days, after which the file will be deleted. If, for any reason, you cannot access the file in time, you should contact Customer Services for advicedocuments are scanned in black and white. *UK and Irish-based non-commercial customers can receive Library Privilege copies by secure electronic delivery for 24hr and standard requests. Fax 1 Before you first ask for fax delivery, contact Customer Services and tell us the fax number to which you will want us to send your documents. We will keep a record of the number so you don t need to type it again. 2 When you want a document delivering by fax: ARTWeb/Integrated Catalogue choose from 3 fax delivery options, depending upon the speed of service you need ART use the Message Keyword Code FXBK01 on the TX line, followed by *2* or *24* if you want 2 or 24

10 hour delivery. Please note that: You may not make further copies from the faxed document. The only exception is if the fax was printed on thermal paper, in which case you make a single copy before destroying the original paper copy. Ariel Ariel is a method of sending and receiving documents electronically, but you must have Ariel software loaded on your computer to view and print the documents. You can find out more about Ariel at: 1 Before you first ask for Ariel delivery, contact Customer Services and tell us the default Ariel address we should hold in our records. This address will be recorded on our systems so that you don t need to type it again. 2 When you want a document delivering by Ariel: ARTWeb/Integrated Catalogue choose from 3 Ariel delivery options, depending upon the speed of service you need ART use the Message Keyword Code FXBK99, followed by *2* or *24* if you want 2 hour or 24 hour delivery. Please note that: You may print only one paper copy from the Ariel transmission, from which you may not make further copies You are not allowed to store the electronic copy in any way once the single paper copy has been made. You may not retransmit the Ariel file except in order to allow the original requestor to print the single paper copy allowed above. You may not save or print the document before forwarding it. The file can only be forwarded as an attachment; it must not be loaded on to a server for downloading by the end user. Files can only be forwarded in the format supplied by the British Library; they must not be manipulated in any way or converted to a different format. If you need the complete document resending, because it is defective or is the wrong article, you must destroy the wrong/defective copy and any associated electronic files. Customer Services Orders A variety of special services are available through Customer Services Orders. Single package delivery. You can send us a list of requests in any format which will be delivered in a single package. Colour copies. Where an article contains colour images, we can supply these as high quality colour copies along with the rest of the article in black and white. Whole book replacement copies. We can provide copies of out of print books or periodical issues under the terms of the Copyright Fee Paid Photocopy Service. Urgent orders are accepted by , fax or telephone during our core business hours of Monday to Friday Special quality copies. We can provide copies close to the original print quality. If you want any of the above services, or if you have any other requirements that aren t covered elsewhere, contact Customer Services Orders and ask for a quote. They will be happy to help you. T +44 (0) F +44 (0) customer-services-orders@bl.uk Multiple copies/reprints and Eprints We can provide multiple copies of the same article. Please eprints@bl.uk or see the website at: 8 Request numbers Most of our customers now send their requests to us by one of several automated methods: ART , ARTWeb, Integrated Catalogue or their own ILL module. If you send your requests by ART , you need to type your file in a particular format, as it will be read by a computer. This format is explained in the ART Guide. Request Numbers We need to be able to follow the progress of your requests through the British Library. The simplest way is an

11 alphanumeric request number. ART and ARTWeb automatically allocate request numbers to your request. You should always keep a record of these request numbers. The Integrated Catalogue order form requires you to assign your own request number to each order. It is the request number, rather than the bibliographic details, that we use to track your request. We will also quote your request numbers on your ART Replies Intray when we send you your replies. Number Suppression Do you want to use your own method of numbering requests? Some customers want to use their own method of identifying their requests. If this is the case, ask us to arrange Number Suppression. Our automated system will then stop allocating request numbers and will expect you to supply your own. If you are requesting via ART , your request number goes on the top line of each request, after the TX but before any Message Keyword Codes. If requesting via ARTWeb/Integrated Catalogue, type your request number in the request number box. It is very important that you quote a reference number for each request. If you have asked for Number Suppression and neglect to quote request numbers, you will find it almost impossible to match individual requests with their replies. Your numbers must be distinctive enough to avoid being easily duplicated by another customer. We recommend that you use your Customer Code followed by a running number, e.g /01, /02 and so on. You must also be careful not to quote Message Keyword Codes inadvertently (especially the search levels S, SL, SW and WWS) as part of your request number. If you want advice about your numbering sequence, contact Customer Services. 9 Special Requirements Message Keyword Codes You can inform us of any special requirements for your requests by using Message Keyword Codes. Some of the codes prompt us into performing (or not performing) certain actions with your request. For example, you can tell us that you do not want an item sent to you in microform. Some Message Keyword Codes help to stream requests quickly to the correct area. Other Message Keyword Codes are used to communicate with us about requests you have already sent, e.g. if you want a request to be taken off a Waiting List. These Message Keyword Codes are explained later in this handbook, in section 12. If you use ARTWeb or the Integrated Catalogue to send your orders, you don t have to worry about Message Keyword Codes. Instead, you choose the options from a selection of drop down menus. Using Message Keyword Codes If you use ART , the first line of each request must begin with TX and is therefore called the TX line. If you have asked for Number Suppression, you put Message Keyword Codes after the number you have allocated to the request. The codes can be given in any order, but each must be separated by a single space for them to be recognised. Message Keyword Code examples (Number Suppression examples in parentheses) TX SED99*24* COPYRT (TXRZ SED99*24*) Informs us that you want the document sent within 24 hours by secure electronic delivery (SED99*24*) and you want us to charge you the relevant copyright fee (COPYRT or RZ). TX LOAN SL (TX879999/03 LOAN SL) Informs us that you must have the item sent on loan (LOAN). You also want us to check for locations if we do not hold the item. Any valid combination will be accepted, but you must make sure that the total length of the TX line including TX, request number, Message Keyword Codes and any integral spaces does not exceed 40 characters. ARTWeb and the Integrated Catalogue give you the same options, but you choose from a selection of drop down menus. Message Keyword Codes to use when communicating about requests that have already been sent (for example, if you are supplying extra information) are explained in chapter 12. Message Keyword Codes for sending requests CODE COPYRT or RZ SED99 SED99*2* SED99*24* SPECIAL REQUIREMENT Copyright Fee Paid Copy required. If you assign your own numbers, add RZ as a prefix. If you receive BL assigned request numbers when using ART /ARTWeb, add the code COPYRT Secure Electronic Delivery, 2-5 day despatch Secure Electronic Delivery, 2 hour delivery Secure Electronic Delivery, 24 hour delivery

12 FXBK01 FXBK01*2* FXBK01*24* FXBK99 FXBK99*2* FXBK99*24* PHOTO PHOTO*2* PHOTO*24* LOAN LOAN*2* LOAN *24* S SL SW WWS BACKUP Fax delivery, 2-5 day despatch Fax delivery, 2 hour despatch Fax delivery, 24 hour despatch Ariel delivery, 2-5 day despatch Ariel delivery, 2 hour despatch Ariel delivery, 24 hour despatch Photocopy by post, 2-5 day despatch Photocopy by post, same day despatch Photocopy by post, 24 hour despatch Loan service, 2-5 day despatch Loan service, 2 hour despatch Loan service, 24 hour despatch Search only British Library stock Search British Library stock and if unsuccessful perform Location search (UK and ROI customers only) Search British Library, Locations and then Worldwide (UK and ROI customers only) Perform Worldwide search only Extended Search required (International customers only) HOME Item must be available for home reading WLX Do not place on Waiting List MICNO Microfiche/film not acceptable TRANSON English translation essential * PATENT Request is for a patent MUSIC Music score required. Do not use if ordering items about music or a libretto. REAPP CHASER CANCEL RENEW RECALL DUE Reapply for an item further to British Library reply Request progress report on request with missed deadline Cancel a request reported as on a waiting list Extend the loan period of a non-recalled loan item Report recalled item as being returned * Use TRANSON only if it is likely that the item was originally published in a language other than English What happens if you don t use any Message Keyword Codes? It is not essential to use Message keyword Codes, although we ask that as a minimum you choose a delivery method. Message Keyword Codes alert us to special requirements so that we can deal with your requests as quickly as possible. If you do not use any Message Keyword Codes, however, we will assume that: A copy delivered by post at our standard delivery speed is what you want. If it appears that you are asking to see the whole item and you can use the Loan Service, you will be happy if the item is sent to you on loan without us asking you first. If the item is held in microform, a copy supplied to you on microfilm or microfiche is acceptable. If the item was not originally written in English, you will accept it in the original language. You want us to check only our own collection. If we do not hold the item you want, you do not want us to search further. If these assumptions are not correct, use the Message Keyword Codes to tell us so. Title page copies If you want a copy of a journal s title page information at the same time as you order an article from the same issue, we can supply this at no extra charge. You must ask for the title page at the same time as the journal article, so just add plus title page to the bibliographic reference when you send your request (if using ARTWeb/Integrated Catalogue, type plus title page in the Additional Information box). 10 What happens if we have the item? If we hold the document you want and your request conforms to current copyright regulations, we will send you a copy in the format you requested. Once we have processed your request, the correct amount will be charged to your account, including Copyright Fees and VAT where applicable. If you must have a paper copy, not microfilm or microfiche Many technical report series are held in microform. We are authorised to provide retention copies of these reports

13 in microform, so this is our standard practice. Report series that are likely to be held in microform are marked with F on our Current Serials database ( If you do not wish to be sent a microform copy, you must use the Message Keyword Code MICNO on your request. If using an online order form select Microform Unacceptable in the appropriate box. We will then make a retention photocopy for you. It is not unusual for reports held as microform to be very long. If the paper copy is longer than 50 pages, an extra charge will be made (see the current price list on our website for details). If the paper copy will be more than 100 pages long, we will ask you to confirm that you accept the extra charges if you still want a paper copy, you should reapply (see section 12) adding the words Extra charge accepted to your request. You should note that some material that is held in microform is only available as a microform loan. We may not make paper copies of these items and our customers are also not allowed to do so without specific permission from the rightsholder. If the item is not immediately available, either because it has not yet been received or is currently on loan to another customer, your request will be put on a Waiting List. For more information on Waiting Lists, see section 11. Unless they are clearly marked Loan Copy, all photocopies, whether supplied by post, fax or electronic delivery, are supplied for you to keep. A header sheet, telling you the source of the document and whether or not we have charged you a copyright fee, will accompany each copy. Copyright Declaration Forms Copyright regulations state that if a copyright fee is not going to be paid, the person requesting the copy must complete a Copyright Declaration form before they place their order. Do not send these forms to us unless we specifically ask you to. By law, however, you must keep them for seven years. You can download Declaration Forms from our website: 11 What happens if we cannot satisfy your request? If we cannot satisfy your request, it is usually because: 1 We have a copy of the item you want, but it is on loan to another customer (Reply Code: USE or HW) 2 We have a copy of the item, but copyright law means that we may not make the copy/copies you want (Reply Code: NCOP, NMULT or RCOP) 3 We know that we don t have a copy of the item you want or the relevant issue of a journal series (Reply Code: NOP, NOT, LOST or NPUR) 4 We cannot trace the item you require from the information that you have supplied (Reply Code: CRF... or ERR) 5 The item you want has either not yet been published or not yet been received (Reply Code: O/O WL or NPUB) Note: Unless you ask for an Extended search, we will not charge for unsatisfied requests. 1. The item is on loan to another customer (Reply Code: USE) If the item you want is already on loan, we will put your request on a Waiting List and let you know by sending you the Reply Code USE. A number after USE gives your position on the Waiting List. All photocopy requests are automatically placed first on the list and will therefore be given the Reply Code USE 1. If your request is put on a Waiting List, there will normally be a delay of up to four weeks for each position on the Waiting List before it can be supplied. Please allow an appropriate amount of time before querying any apparent lack of progress on your request. Occasionally you might request an item that is in very heavy demand, i.e. more than eight customers are waiting to borrow it. We call such items Heavy Waiters and we will send you the Reply Code HW followed by a number indicating your position in the queue. We try to buy extra copies of any item that becomes a Heavy Waiter. Please note that we will always charge the prices that are in force on the day of supply rather than the day you sent us your request. I want this copy fast, I don t want to wait if it is not available If you know when you send your request that you do not wish it to be added to a Waiting List, use the Message Keyword Code WLX. If using an online order form select No, do not add my request to a Waiting List in the appropriate box. This tells the staff processing your request to fail it, if the item is not available immediately, rather than ask you to wait. Coming off the Waiting List In section 12, you will find full instructions on how to take a request off a Waiting List (cancelling).

14 Disbanded Waiting Lists Occasionally, we have to disband a Waiting List, either because the item gets lost while on loan or because we have not been able to purchase it from the publisher. If this happens, we will send you the appropriate Reply Code; LOST, NPUB or NPUR/NA. If a Waiting List is disbanded and you still require the item, you can reapply for an Extended Search by following the instructions in section 13. We will then search for alternative locations and let you know the results in the usual way. 2. Our copyright agreement does not allow us to make the copy If our agreement with the Copyright Licensing Agency does not allow us to make a copy of the item or article you want, we will send you the Reply Code NCOP, NMULT or RCOP. 3. We do not have a copy of the item or journal issue Although the British Library Document Supply collection is one of the largest and broadest in the world, we do not have a copy of everything. If we do not have the item you want, we will forward your request to other areas of the British Library if our records show they may be able to satisfy your request. The British Library in London If the item you want is not held in the Document Supply collection, we will check the British Library s London stock. Copying and lending restrictions apply to some of this material. This check is not an Extended Search and there is no extra charge. The British Library in London has its own recall and renewal procedures. If you are sent an item on loan from them, you must follow any special instructions that they give you and should return the item to them, not to the British Library in Boston Spa (they will include a return address label for this purpose). If we find that the item is not available, we will send you the Reply Codes NOP, NOT, LOST or NPUR. If the item you want is not available in the British Library s stock, you have the option of applying for an Extended search. We can check the stock details of other libraries in the UK and Ireland. Full details are given in section 13. Restriction on loan of serial issues Although we lend serial issues, there is an exception. Our most popular 20,000 serial titles are not available for loan until six months after their receipt. If we hold more than one copy of an issue, this restriction will only apply to one copy. If you ask to borrow a serial issue that falls within the six-month ban, you will receive the Reply Code NLOAN or O/O NLOAN. You will find more information in your full list of Reply Codes. 4. We cannot confirm the item exists from the information quoted If the information quoted on a request is not enough for us to verify it, we will send the Reply Code CRF and ask you to supply more information. You can then retransmit the request with any additional information, quoting the original request number and using the Message Keyword Code REAPP. If ordering online select Reapplication in the appropriate box. For more information on resending requests, see section 12. We may sometimes be more specific. For example, the Reply Code CRF/ANI means that we hold the item you have asked for, but it does not contain the requested article. We are asking you to check that you have not accidentally misquoted the author or article title on your request. 5. The item you want has not yet been published or received Serials/journals If the issue of the journal is expected to arrive within four weeks, we will add your request to a Waiting List and send you the Reply Code O/O WL. If there are any subsequent delays, we will send you the Reply Code O/O WL* STILL CHASING. In section 12, you will find instructions on how to take your request off a Waiting List. If we expect a wait of longer than four weeks, or if the serial title is not held and we decide to buy it, we will not add your request to a Waiting List. Instead, we will send you the Reply Code NPUB* REAPPLY followed by a number that indicates how many weeks we think it will take for us to acquire the item. You need to reapply after this length of time (see section 12). You should note that if we have not already subscribed to the journal series, we cannot guarantee that the particular issue or part you require will still be available for us to buy. Books and other one-off publications

15 If your request is for a book that is not yet in our stock, we will consider buying it. If we do decide to buy it, we will add your request to the Waiting List and send you the Reply Code O/O WL. This Reply Code will be followed by an on-order acquisitions number, which you should quote if checking on progress. In section 12, you will find instructions on how to take your request off a Waiting List. 12 Communicating with us There will be occasions when you have to contact us about a request. The most common reasons are: 1 Resending a request (REAPP): We have either asked you for further information or asked you to wait because the item you want is not immediately available, and you are now resending your request. 2 Chasing a request (CHASER): You have not had a response from us about your request and are concerned about its progress. 3 Cancelling a request (CANCEL): We have added your request to a Waiting List, and you no longer want to wait. You can only cancel requests that are on Waiting Lists. 4 We have sent you the wrong item or a poor quality/incomplete copy. 5 Changing search level: We have not been able to supply the item on the search level you originally requested.. 1. Resending requests (REAPP) You use the Message Keyword Code REAPP, which means reapplication, and quote the original request number. This tells our computer that your request has been dealt with before. You will need to reapply when: We have asked you to supply further bibliographic detail We have asked you to confirm that you wish to be sent something that is not exactly what you requested; for example, if we do not hold the specific edition you request of a book, we might ask you if you want an alternative edition. The item you want was not immediately available and, instead of adding it to a Waiting List, we have asked you to wait and then resend your request. If you need to use REAPP, you will be told so in the description of the specific Reply Code. ARTWeb/Integrated Catalogue Fill in the Customer Details section as normal In the Request Number box, add the number given to the original request Complete the bibliographic details, making any necessary additions or changes Choose Reapplication from the options under Reapplications, Chasers, Renewals etc at the bottom of the Delivery Options section. Add any messages we have asked for. Submit the request. ART 1 Make any necessary changes to the bibliographic details of the original request 2 Quote the original request number (i.e. the number allocated when you originally sent the request) after TX on the TX line. Follow it with the Message Keyword Code REAPP: e.g. TXDAF12345 REAPP 3 Retransmit the complete request, including all bibliographic details. Some Reply Codes (e.g. ABS) will instruct you to add extra instructions, after REAPP on the TX line or on the first line of the bibliographic details. Please check your list of Reply Codes if you are not sure. 2. Chasing a request (CHASER) If you have not had a reply to a standard service request after a week, you should ask us for a progress report. We call this chasing the request, and you should use the Message Keyword Code CHASER. ARTWeb/Integrated Catalogue Fill in the Customer Details section as normal In the Request Number box, add the number given to the original request Complete the bibliographic details as normal Choose Chaser from the options under Reapplications, Chasers, Renewals etc at the bottom of the Delivery Options section. Add any messages we have asked for. Submit the request. ART 1 Quote the original request number (i.e. the number allocated when you originally sent the request) after TX on the TX line. Follow it with the Message Keyword Code CHASER, the date (dd/mm/yy) you sent the original request and all Message Keyword Codes originally quoted: e.g. TXDAF12345 CHASER 05/01/04 PHOTO SL 2 Retransmit the complete request. You should note that we cannot usually chase requests more than three months after the date you sent the original requests. Alternatively (or for 2 and 24 hour requests), you can contact Customer Services:

16 T +44 (0) To help eliminate unnecessary work, please ensure that you update your records before you chase a request, especially if you have an automated chasing procedure. 3. Cancelling a request (CANCEL) You can only cancel requests that have been added to a Waiting List.Your request is on a Waiting List if we send you one of the following Reply Codes: USE, USE OD, O/O WL, HW or BDG. Please use our automated ordering systems to ask us to remove your request from a Waiting List. ARTWeb /Integrated Catalogue Fill in the Customer Details section as normal In the Request Number box, add the number given to the original request Complete the bibliographic details as normal Choose Cancellation from the options under Reapplications, Chasers, Renewals etc at the bottom of the Delivery Options section. Add any messages we have asked for. Submit the request. ART 1 Quote the original request number (i.e. the number allocated when you sent the original request) after TX on the TX line. Follow it with the Message Keyword Code CANCEL: e.g. TXDAF12345 CANCEL 2 Retransmit the complete request, including all bibliographic details Some Reply Codes (e.g. HW) will instruct you to add extra instructions, after CANCEL on the TX line or on the first line of the bibliographic details. Please check your list of Reply Codes if you are not sure. If you ask us to cancel a request and, according to our records, the item is not on a Waiting List, we will send you the Reply Code NCANC. If you receive this Reply Code and you believe that the request is on a Waiting List please contact Customer Services. More information about Waiting Lists is given in section We have sent you the wrong item or an incomplete / poor quality photocopy If the copy we supply is incomplete, incorrect or of poor quality, contact us within 28 days, on: T +44 (0) or customer-services@bl.uk We will send you a new copy as a priority. If we send you the wrong item on loan, please return it to us at the following address: WRONG ITEMS The British Library Customer Services Boston Spa Wetherby West Yorkshire LS23 7BQ United Kingdom It is important that the words Wrong Item appear on the outside of the package. We will then send the correct item to you as a priority. If the wrong item has been supplied to you by a location library, please return it to that library and not to the British Library at Boston Spa. 5. Changing search level If we have not been able to supply the item on the search level you originally requested, you can reapply and ask us to check the stock of other libraries. We will make an extra charge for this service. More information on the types of Extended search available, and how to apply for them, is given in section Extended searches As well as checking our own extensive collection, we can also:

17 Give you details of alternative locations to which you can apply direct (UK and Irish customers only) Apply to international libraries on your behalf (UK and Irish customers only) Apply to other UK and Irish libraries on your behalf (International customers only) There is an extra charge for Extended searches. Extended searches are only available for Standard delivery requests, not for 2 or 24-hour delivery. Note that we have separate instructions for customers based in the UK/Ireland and our international customers. This is because the Extended search process is different for each group of customers. Extended searches for UK and Irish customers only You should note that: If you ask for an Extended search, we will charge a search fee even if we find no alternative supplier or location. This fee is in addition to any copying or loan charge the supplier may make if the request is satisfied. Only one search fee will be charged per request, even if we later provide details of extra locations. Worldwide Searches make their own separate charges; see our Price List for details. Asking for an Extended search does not guarantee that we will find an alternative supplier or location. Not all libraries are willing to lend their stock. We can perform an Extended search for Copyright Fee paid requests for backup libraries, but not for location libraries. We can provide an Extended search for items that were not published in the UK or Ireland. Requests for these are, however, less likely to be satisfied than for UK and Irish publications. At the time of writing, we cannot offer fax or electronic delivery on Extended searches. Locations can set their own charges for supplying loans or copies, and these might not match BL charges. There are some types of material for which we will not carry out an Extended search, e.g. some report series. In such cases, we will not charge the search fee. Supplying libraries can claim reimbursement using our online claim form: Extended search options Different levels of Extended search are available. The search level, e.g. SL, is also the Message Keyword Code you use to ask for that search level. The different elements of Extended searches are explained in detail below. Search level S SL SW WWS Description Stock search. We check only our own stock and that of the British Library in London. If we are unable to supply the item, we will fail the request. An S search puts the emphasis on speed of supply. We do a Stock search and, if this fails, we will perform a Location search. We perform an SL search, as above, and if this fails we will go on to a Worldwide search without consulting you first. You should be aware that it might take us several months to complete an SW search. We recommend you request an SL search and then, if necessary, reapply for a Worldwide search. We will perform only a Worldwide search, i.e. stock and locations will not be checked. This can also be used to reapply, if an SL search has failed. Asking for an Extended search: UK and Irish customers ARTWeb/Integrated Catalogue When first sending your request, choose the appropriate option from the list under Select a Search Level: UK and Irish customers. ART When first sending your request, use the appropriate Message Keyword Code on the TX line to show which search level you want: e. g. TX LOAN SL If you have registered for Number Suppression, you will need to add your request number after TX. Upgrading your search level If we have not been able to supply the item on the original search level, you can reapply and ask for a more extensive check. There will be an additional charge for this service. ARTWeb/Integrated Catalogue To reapply and at the same time change your search level, you need to fill in all the bibliographic details as normal. Remember to quote the original request number in the Request Number box near the top of the form. Then choose the appropriate Reapply option from the list under Select a Search Level: UK and Irish customers. ART To reapply and at the same time change your search level, you need to use the Message Keyword Code REAPP and the new search level preceded with a hashmark (#); e.g. REAPP#SL. The exception to this is if you reapply for just a

18 Worldwide search, i.e. no lower level of search at all, when you will just use the Message Keyword Codes REAPP WWS (i.e. no hashmark). If, for any reason, you cannot use the hashmark in this way, please contact Customer Services for advice before reapplying. 1 Use the original request number on the TX line, followed by the codes REAPP#SL or REAPP WWS 2 On the next line, write the message Not available British Library e.g. TXDAF12345 PHOTO REAPP#SL Not available British Library 3 Add the full bibliographic details and then retransmit your request. Location search By locations we mean libraries in the UK and Ireland that are listed in our records as having the item you want. If we give you details of locations, you need to apply to them direct; we will not apply to them on your behalf. If we perform a Location search, we will list up to four locations by using the Reply Code LOC... followed by library codes that you can check online. The Directory of Library Codes is updated every two months: If none of the locations we suggest can supply the item, we will be happy to check for more locations at no extra charge. Retransmit your request, add the Message Keyword Code REAPP#SL after the original request number and on the next line add the message 4 more locations required. We will then send up to four extra locations if we can trace them. If we perform a Location search and we find no alternative supplier, we will send you the Reply Code NUKL. You may be able to reapply for a Worldwide search if the item has been published outside the UK. If we cannot satisfy your request from our own collection and you have used the Message Keyword Code SL, we will make an additional charge for the Extended search to find alternative locations. This extra charge is for the search and is made whether or not we are successful in finding an alternative location for your request. See our latest Price List for information. Applying to locations When you receive our notification of locations, look up the library s lending and charging policies on the Directory of Library Codes ( If you want us to process your payments for supplies from locations, you can apply to the location and ask them to charge your British Library account. Location libraries will usually accept requests by , fax or post as long as you quote your British Library Customer Code and your own request number identifier. You should know or have agreed the charge with the supplying library in advance. The supplying library will notify us at regular intervals of supplies they have made to other libraries and we will charge your account with the agreed fees. A small fee will be added to each charge to cover our administration costs. You will see these items listed on your usage statement along with your request identifier. Worldwide search If we tell you that your SL search has failed (Reply Code NUKL) or you know already that the item is not available in the UK or Ireland, you may ask for a Worldwide search. The item you ask for must not be in print nor have been published in the UK or Ireland. We will then try to find libraries abroad that hold the item and apply to them on your behalf. Applying abroad is expensive; information on charges is given on our Price List We will tell you when we have sent your request to a location abroad by sending you the Reply Code ABROAD. At this point, we allocate your request an International Loan Number (IL...), and it is essential that you quote this new number in any correspondence, including automated chasers etc. Worldwide search requests may take a long time to satisfy other libraries may not have the same emphasis on speed of supply, and often requests have to be circulated from one potential location to another. Additionally, there can be delays in the postal system. After three months, if your request has not been satisfied, we will ask if you want to continue the search. It is only at this stage or later that you can cancel the search. It is rarely worthwhile chasing Worldwide search requests once you have been notified that we have applied abroad. However, if you find that this is necessary, please quote the International Loan Number and send your chaser using your normal requesting method. If we perform a Worldwide search and find no alternative supplier, we will send you the Reply Code FAILED WWS. Worldwide Searches have their own charge for failed requests; see our Price List for details.

19 All items supplied to you on loan via Worldwide Searches are for use in the requesting library only, they must not be sent for home reading. The return date for an item supplied on loan via a Worldwide search is stated on the orange paper wrapper attached to the item. There is no automatic extension to the loan period, although renewals are available on most items. Return items from a Worldwide search direct to the British Library at Boston Spa, using the address label we supply and with the orange wrapper still around the item. A traceable postal method, such as Recorded Delivery or Trackback, must be used. Any items that are lost will be charged at the standard Lost Items rate unless they are particularly expensive to replace. Extended searches for International customers only If we don t have the item in our collection and we have been able to verify the bibliographic details on your request, we can check the holdings of various specialist backup libraries in the UK and Ireland. We will forward your request to up to 4 of them, if appropriate. Asking for an Extended search: International customers ARTWeb/Integrated Catalogue When first sending your request, choose Extended search from the list under Select a Search Level: International customers. ART When first sending your request, use the Message Keyword Code BACKUP on the TX line: e.g. TX LOAN BACKUP If you have registered for Number Suppression, you will need to add your request number after TX. Upgrading your search level If you originally asked us to check only our own stock and we have not been able to supply the item, you can reapply and ask for an Extended search. There will be an additional charge for this service. ARTWeb/Integrated Catalogue To reapply and at the same time change your search level, you need to fill in all the bibliographic details as normal. Remember to quote the original request number in the Request Number box near the top of the form. Then choose the appropriate Reapply option from the list under Select a Search Level: International customers. ART 1 Use the original request number on the TX line, followed by the codes BACKUP REAPP 2 On the next line, write the message Not available British Library e.g. TXDAF12345 BACKUP REAPP Not available British Library 3 Add the full bibliographic details and then retransmit your request. If we send your request to a backup library because we don t hold the item in our collection, we will send you the Reply Code BUP. If you ask for an Extended search and we find no alternative supplier, we will send you the Reply Code NUKL. If we cannot satisfy your request from our own collection and you have used the Message Keyword Code BACKUP, you will be charged extra for an Extended search to find an alternative supplier. This extra charge is for the search and is made whether or not we are successful in finding an alternative supplier for your request. See our latest Price List for more information. You should note that: Asking for an Extended search does not guarantee that we will find an alternative supplier If the item you want was published in the UK or Ireland, we can make an Extended search for photocopies or loans. Not all libraries, however, are willing to lend their stock abroad. We cannot provide a LOAN Extended search for items that were not published in the UK or Ireland. We can provide an Extended search for photocopies from items that were not published in the UK or Ireland. Requests for these, however, are less likely to be satisfied from an Extended search than UK and Irish publications. At the time of writing, we cannot provide fax or electronic delivery on Extended searches. 14 Loan Requests

20 This chapter gives you extra information necessary for requesting loans. The option to borrow items from our stock is not a right and will be removed in certain circumstances. If any customers write inside our books, steal sections or CDs, underline passages, tear out pages or lose, deface or damage our stock in any way, they will be liable for the full cost of replacement or repair. Sending your requests ARTWeb/Integrated Catalogue When sending your request, choose Loan by post/airmail from the list under Select a Delivery Method. ART When sending your request, use the Message Keyword Code LOAN after the TX (or after your request number if you have Number Suppression) on the TX line of your request: i.e. TX LOAN (or e.g. TX879999/56 LOAN) This tells us that we must not supply you with a retention copy. It is essential that you use the Message Keyword Code LOAN. If you don t use this keyword code, we won t supply the item on loan. If you ask for a loan and the item has not arrived and you have received no other response within a week, you should chase your request. Full information on chasing requests is given in section 12. If you have to see a particular edition of the item you are requesting, you must make this clear. Write This edition ONLY under Additional Information on the ARTWeb form, or as the first line of your bibliographic detail, if you send your order by ART . If we have the item The item will be sent to you by first-class post / airmail. The Reply Code SHIPPED LOAN will be sent to your Replies Intray if you have asked to be sent shipped messages. An issue slip showing your request number and the return date for UK and Irish customers will be stuck inside the item. Details of how long you are allowed to keep the item on loan (the loan period ) are given below. If another customer requests the item while you are borrowing it, we will send you the Reply Code DUE WAIT. You are still allowed to keep the item until the return date, but must return it immediately at the end of this period. (UK and Irish customers only) If no one else has asked for the item by the return date, an automatic extension of three weeks is allowed you do not need to ask for this extension. Before the loan period ends (plus any automatic extension for UK and Irish customers), we will send you the message DUE* Automatic Renewal Pending. If you want to extend the loan period, you need do nothing at all, and we will automatically renew the loan for a further period and charge your account with the standard renewal fee. If you do not wish to keep the item any longer, you must return it within 10 days of us sending you the Automatic Renewal Pending notice. Home Reading (applies to UK and Irish customers only) If it is essential that the item is made available for home reading, you need to make this clear by using the Message Keyword Code HOME on the TX line. Some categories of material are not available for home reading, and the British Library in London and some locations refuse to lend any stock in this way. If home reading is not available for your request, we will send you the reply Not Available for Home Reading. If you still require the item, retransmit your request but delete the Message Keyword Code HOME. Because the stipulation of home reading means the request will not have been sent to the British Library in London for checking, the item might still be unavailable even if you reapply in this way. The Loan Period UK and Irish customers: The loan period for UK and Irish customers is three weeks from the date of issue. The return date is clearly shown on the issue slip inside the item. For items supplied from the Document Supply collection held at Boston Spa (i.e. not from London or via Worldwide Searches), we allow an automatic extension to this loan period of an additional three weeks if another customer does not ask for the item. You do not need to ask for this extension, but if another customer asks for the item during the automatic extension, we will send you the Reply Code DUE WAIT, and you should return the item to us as soon as possible. International customers: The normal loan period for international customers is four weeks, starting from the date you receive the item. Returning loans Our charges do not include return postage for loans. Loans must normally be returned to us by first-class Post or airmail. If, however, we ask you to use some form of Recorded Delivery when returning the item, we expect you to comply. The address to which you should return loans is: