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Shop FAQs


Q: Why do I have to set up an account to order from you?

We want to know that we are reaching communities that really need our resources. We will only contact you about your order or if you sign up for our e-newsletter. Even if you just order product downloads we will need you to register with us.

Q: What do I do if I forget the password for my account?

If you forget your password you just need to provide your email address when you log in to your account, cick forgotten password and we will send you a link via email to reset your password. If you have any problems email for help.

Q: Where can I edit my account details or change my password?

Go to My account (link is top right on every page) and here you can change your email address, your password or other personal details.


Q: How can I be notified when an out of stock item comes back into stock?

If the product you select is out of stock you will see ‘Email me when back in stock’ instead of ‘Add to basket’. This may mean the product is out of print or a new edition is awaited. Click the button and add your email address and quantity you require. You will be sent an email when it comes back into stock.

Q: What are your terms and conditions of sale? 

Q: Why are some of your products restricted for use in certain countries?

Several of our UK publishing partners allow sales of their titles to the developing world at a lower price than those products would cost to purchase in the UK and Europe. We ask that you disclose where you will be using the resources you order to help us honour our agreements.

Q: I added a donation to my order, how can I gift aid it? 

If you are able to add a donation at the end of your order we would be very grateful. If you are a UK tax payer we can claim gift aid on your donation which means we can claim 25p in every £1 you donate,from the HMRC.  If you’ve added a donation of any amount  you will see a gift aid declaration form when you get to checkout. Please complete the information, without it we cannot claim gift aid on your donation.  Please note, we need your home address, not a work address. We will retain this information so that you won;t need to complete it next time you make a gift aided donation but if your home address changes please update it.

Q: My order includes download only products, how do I access these?

If you order download products within your order you select them in the same way by adding them to your basket. Downloads will appear in your basket and once you have placed your order you will see an order confirmation page which has links to the downloads in green boxes. You can access downloads you have ordered in the future by going to My Account/Orders where you will see a history of all your orders and a list of downloads at the bottom.


Q: What payment options do you accept?

We accept payment by debit card and credit card via PayPal, and subject to certain conditions, by invoice by prior arrangement. You can make a request to pay by invoice by competing the online form when you create your account. We will respond to your request as soon as possible to confirm if you are eligible to pay by invoice. If you need to contact us about payment methods email

Q: How can my organisation set up an account to pay by invoice? 

When you first create your account you will be given the option to request payment by invoice. Please complete all the information in the form. We will get back to you as soon as we have considered your request to let you know if your request has been successful. If your order is urgent and you have not heard from us please email 

Delivery and returns

Q: What delivery options are available?

We offer tracked and untracked options for shipping at different prices and you can select your preferred option at checkout. If you select the tracked courier option this is usually faster and you will be emailed a unique code enabling you to see where your order is at any time. With larger/heavier orders, we are able to look into alternate delivery options if requested. If you would like to discuss delivery options before placing your order email  

Q: What are your delivery charges?

We aim for fairness and transparency about the costs of delivering our resources globally. Our priority is that goods reach their intended destination, but we will always seek to balance this with our commitment to keep delivery charges to a minimum. We will review charges regularly to ensure we meet this commitment. Delivery charges are calculated on the weight and volume of your order, the end destination, and an order processing element to cover our costs.  Fuel charges levied by couriers are included and are subject to fluctuation.

On 24th December 2020, the UK and the EU reached an agreement on how to trade (the Trade and Cooperation Agreement). It entered into force on 1st January 2021. As a result of the agreement, the UK is no longer part of the EU’s single market and customs union and new rules apply.

From 1st January, the UK has extended the rules which applied to non-EU postal items before. Similarly, the EU now treats postal items from the UK as it did non-EU items before. This means there may be changes to how we send and you receive items from the UK.

A recipient residing in an EU member state may now have to pay customs or VAT charges and a handling fee in the receiving country before they can claim the parcel. These charges will depend on the country you reside in and the value of the item.

Q: When will my order arrive?

We ship books and accessories to all parts of the world and delivery times can vary greatly depending on the destination.  We will provide you with courier tracking numbers where possible so that you can track the progress of your order.

Items in stock will usually be shipped within two working days. If any of the items you order are out of stock for any length of time, for example due to printing of a new edition, we will be in touch to advise you of the delay.

Should you urgently require items from us, we will do our best to fulfil your requirement. Ask us via 

Q: My order hasn’t arrived, or has arrived damaged, what should I do?

Most of our orders arrive safely at their end destination. However, the nature of global freight means that sometimes your goods may not arrive as and when they should, or may have suffered in transit. If your order does not arrive as expected, please let us know at 

Q: What is your returns policy?

We accept returns if the goods are received by us in saleable condition; you will need to pay for the return postage costs.


Q: How can I suggest products or subjects for HBI to stock in future?

We are always keen to hear from those we exist to support who working in developing country settings. We strive to maintain and develop our our range of resources to ensure that they are  relevant, accessible and appropriate. Please contact us with suggestions for books, downloads, films and equipment that you would find particularly useful.

Q: How can I feedback to HBI about my order?

We are working hard to make sure the interests of health workers in developing countries are at the heart of what we do. We always welcome feedback from our customers. It really helps us to know more about who you are, what you do and where you will use the resources you buy from us. Tell us:

  • who you are
  • where you are (setting and location)
  • which resources you are using
  • if and how your practice has changed as a result of access to the information
  • what other resources you would find useful
  • are there barriers to your use of our resources? If so, what are they?
  • what your preferred formats for information are (eg book, download etc)
  • what you thought of the resources you ordered. We love to share positive feedback but we welcome feedback that can help us improve them too.

We will occasionally send out e-surveys to customers to help us plan which products to stock in the future.