FAQ's

Print subscriptions

  1. How will my subscription be confirmed?
  2. When will the first issue of my print subscription be dispatched?
  3. What is included in the price?
  4. How do I notify you about a change of address?
  5. My copies are arriving late, damaged or not at all. What should I do?
  6. Back issues
  7. Is the online payment system secure?
  8. Why are you writing to me before my subscription has ended?
  9. How do I renew my subscription?
  10. I haven't received my free gift?
  11. I want to cancel my subscription. What should I do?

1. How will my subscription be confirmed?

You will receive an email confirmation of your order within 24 hours.

2. When will the first issue of my print subscription be dispatched?

After your order has been processed, a confirmation letter or email will be sent and this will include details about when your first issue of First News will be sent to you, which is usually within 2 weeks.

3. What is included in the price?

Prices displayed include delivery costs and taxes (where applicable). Get the most out of your print edition by downloading the free Blippar app and benefiting from weekly interactive content. In every issue of First News you'll be able to see videos, photos and other great features by hovering your mobile or tablet device over the pages where you see the Blippar icon. Simply download the Blippar app from iTunes or Google Play and watch the articles come to life before your eyes!

4. How do I notify you about a change of address?

You can amend your details online, simply sign in to your account. Alternatively, you can email us or call our customer service team on 0844 8267 338 for UK subscriptions and +44 (0)1795 592 946 for overseas subscriptions. If you are moving country you must call to inform us.

5. My copies are arriving late, damaged or not at all. What should I do?

Please Contact Us. We will investigate with the Royal Mail or other overseas postal authority, and send out replacements where appropriate. Please remember to notify our customer service team if you change address.

6. Back issues

If you would like to buy back issues of the newspaper simply visit http://firstnews.subscribeonline.co.uk/back-issues.

7. Is the online payment system secure?

Yes, we use SSL encryption software to keep the details of your order and credit/debit card information secure.


8. Why are you writing to me before my subscription has ended?

If you pay by credit, debit card or cheque, we will send you renewal notifications each year. To ensure that you are able to renew your subscription in time to guarantee an uninterrupted service, we will send these renewal letters to you before the end of your subscription. If you do not wish to receive these letters, why not consider renewing by direct debit? Your payment will be taken on a regular basis and your subscription will simply continue until you tell us to stop sending you copies of First News.

9. How do I renew my subscription?

If you're paying by direct debit, your subscription will continue on your current price until we advise you otherwise. You don't need to do anything we will continue to send you copies of First News every week. If you pay by credit or debit card, or via paypal, you will receive notification of the need to renew your subscription in enough time to ensure you don't miss any issues of First News.

You can also renew your subscription online at any time. Simply sign in to your account.

10. I haven't received my free gift?

If your subscription offer entitled you to a free gift, please note that this is sent separately from the newspaper and your confirmation letter, and can take up to 28 days for delivery. Should you not receive your gift within 28 days please contact us.

11. I want to cancel my subscription. What should I do?

You may cancel your subscription package at any time up to 14 days after you receive the first edition of your chosen product (the "Cooling Off Period") by notifying us at the contact details set out below. Please note that after the Cooling Off Period has ended, you shall not be entitled to any refund in whole or part for any un-delivered part of the subscription. If you pay by Direct Debit you must also cancel the Direct Debit with the bank otherwise your bank may continue to make payments.

Address:
Dovetail Services (UK) Limited
800 Guillat Avenue
Kent Science Park
Sittingbourne
ME9 8GU
United Kingdom

Email: firstnews@servicehelpline.co.uk

Telephone: 0844 8267 338 for UK subscriptions and +44 (0)1795 592 946 for overseas subscriptions.

Once we have received notice from you, we will provide a refund to you of the price paid for the applicable product in the same payment method as you made payment to us.

If you want to change your subscription package (for example to one of our other products) you can do this at any point during your subscription by contacting us on 0844 8267 338 for UK subscriptions and +44 (0)1795 592 946 for overseas subscriptions.

We will provide you with the applicable updated price and product information.

Digital subscriptions

  1. I already subscribe to First News, how do I get digital access?
  2. How do I get the app?
  3. What devices does the app work on?
  4. When is the latest issue available each week?
  5. What is included in the app?
  6. How can I download issues and updates?
  7. Can I use the app offline?
  8. Is the app available outside the UK?

1. I already subscribe to First News, how do I get digital access?

Print subscribers – children reading at home
As a print subscriber you can upgrade your subscription to include the First News digital edition from just £2 extra per quarter. Simply login and use the easy upgrade button or call us on 0844 8267 338 for UK subscriptions and +44 (0)1795 592 946 for overseas subscriptions, or you can contact us at firstnews@servicehelpline.co.uk.

    2. How do I get the app?

    You will need to download the First News app to read your digital issues from the App Store, Amazon App Store or Google Play, by following the instructions below:

    How to start reading First News on your iPad:

    1. Search for the First News Newspaper app on the App Store.
    2. Open the app, click on the parental icon in the top right hand corner and answer the maths question (this is part of Apple's parental control policy). Then click 'login'.
    3. Enter your web ID, which can be found on your confirmation details.
    4. Select the issue you want to read and tap download.

    How to start reading First News on your Kindle Fire or Android device:

    1. Search for the First News Newspaper app Google Play or the Amazon App Store
    2. Install it onto your device
    3. Open the app, click on the profile icon in the top right hand corner
    4. Enter your web ID, which can be found on your confirmation details.
    5. Click 'Login'
    6. Select the issue you want to read and tap download.

    3. What device does the app work on?

    The app is available on a range of devices:
    • iPad and iPhone
    • Android smartphones and tablets
    • Kindle Fire and Kindle Fire HD

    4. When is the latest issue available each week?

    The latest issue of First News will normally be available to download every Friday. If you have opted to receive notifications, you will receive an alert in the app when the new issue is ready.

    5. What is included in the app?

    The brand-new digital edition of First News brings the newspaper to life, engaging children with dynamic content in an easy to use format. Alongside the absorbing articles from the print edition the digital app features interactive puzzles, videos, picture galleries, cool animations and dictionary explanations.

    6. How can I download issues and updates?

    Your tablet device will need to be online to download new issues, but once downloaded, you can read them without an internet connection. You will need to be online to view video content within the issue. If you have problems downloading an issue, check your device isn't in airplane mode as this disables WiFi.

    When you have purchased an issue, it is free to download as many times as you like. As a subscriber, you have access to all issues in the archive. If your subscription lapses, you won't be able to download any more issues but you are able to keep those you have downloaded on your tablet device.

    Sometimes issues will be updated to correct any print or technical errors. In this case, on the issue carousel screen the Read button will change to Update. Tap it to download the newest version of the issue.


    7. Can I use the app offline?

    Yes. Once an issue is downloaded it's available for offline use.

    8. Is the app available outside the UK?

    Yes, however, if you're a UK user accessing the app abroad, please be aware of any roaming charges your service provider may charge, or just use wifi only.

    Subscriptions purchased through iTunes

    1. I bought my subscription through iTunes, how do I read issues in the app?
    2. I am experiencing problems with a subscription I purchased from iTunes, what should I do?
    3. I want to cancel my iTunes subscription, what should I do?

    1. I bought my subscription through iTunes, how do I read issues in the app?

    Customers who purchase a subscription via iTunes or from within the app will automatically be able to download and read issues for the duration of their subscription. You will not need to enter your web ID in the app.

    2. I am experiencing problems with a subscription I purchased from iTunes, what should I do?

    If you are experiencing problems with a subscription purchased from iTunes, please contact iTunes support in the first instance for help: http://www.apple.com/uk/support/itunes/index.html

    3. I want to cancel my iTunes subscription, what should I do?

    Subscriptions purchased via iTunes auto-renew. Please follow the steps detailed here: http://support.apple.com/kb/ht4098 to disable auto-renewal, which ends your subscription to First News.

    If you have a question that has not been answered here, please email our customer service team or call us on 0844 8267 338 for UK subscriptions and +44 (0)1795 592 946 for overseas subscriptions.