Help and Frequently Asked Questions

Magazine downloads

Do you have the Acrobat Reader?
You need to have the Adobe Acrobat Reader set up on your computer, as magazines are supplied in Acrobat .PDF format. Most computers come with this ready installed. If you have not got the Acrobat Reader on your computer, it is available FREE and can be downloaded by clicking on the button to the left.

Can you unzip a file?
Our magazines are 'zipped' for speed of download. This means they will download initially as a .ZIP file, which must be extracted before it can be used. Some mail facilities unzip files automatically, as soon as the download is completed. AOL. does this. Windows XP will automatically decompress a zip file - find the .zip file (eg. tocd6.zip) in your download directory using Windows Explorer or My Computer, then double-click on it to open a new folder with the Acrobat .pdf file in it. Next, double-click on the .pdf file (eg. tocd6.pdf) to open the magazine and begin reading. If your download is not unzipped automatically and you cannot use Windows XP as above, you will need a program to unzip it.

WinZip used to be available in a shareware version which was free to download. You can buy the latest licenced version of WinZip from the website, or do a a search for 'free zip extractor' in a search engine such as Google, to get a list of free zip decompression programs, such as: http://www.simplyzip.com/ or http://www.7-zip.org/

Do you know where your download directory is?
The magazine file will download into whichever directory or folder you select - make sure you know where this is, so that you can find it easily. If you don't have a download folder, use My Documents or create a new folder in My Documents called 'downloads' and download into this. You can then find the file anytime using Windows Explorer or My Computer. Once the file is extracted, simply double-click on it to launch it. The file will be called something like tocd1.zip before it is extracted, and tocd1.pdf after it is extracted and ready to use. Just double-click on this .pdf file and it will launch the Acrobat Reader with the magazine ready loaded to read.

If you are unable to complete the download successfully after payment, please email* us and we will send you the magazine by email as an attached file, after confirming that your payment transaction has gone through. This may not work with a Hotmail, Yahoo or similar web mail account, unless you are able to receive files to the account - you need a proper email address.
*Our email address: please remove 'nodamnspam'.

Order Enquiries: please email* us or telephone/fax: U.K. - 01246 551196
Overseas - +44 1246 551196 or by post to: FFG, P.O. Box 36, Chesterfield S40 3YY, U.K.
*Our email address: please remove 'nodamnspam'.

What do I do if I have a problem about my order? Please contact us. Most problems are easily solvable with a telephone call or an exchange of e-mail. We're not a monolithic corporation - we're a family business that really believes in serving the transgender community. If you have a problem, let us know and we'll try to work it out with you.

Data Protection and Confidentiality All customer information is treated in strict confidence and in accordance with the Data Protection Act. FFG does not sell, pass on, submit or otherwise divulge any customer information. We maintain the highest standards of confidentiality and respect your need for privacy and security.

Bulk email Policy From time to time FFG may e-mail you with special offers. These offers are usually only available to our existing customers and often offer very special deals. Most customers enjoy receiving these e-mails, but if you would prefer to opt out please let us know by sending an e-mail with the title "opt-out".

Security of Credit Card Payments FFG uses the WorldPay system operating the strongest encryption system to protect your transactions. These use digital signatures to ensure that each party of a transaction is uniquely identifiable. All authorisations and passcodes including card details are sent fully encrypted. Every precaution has been taken by WorldPay to ensure as far as possible that all transactions are securely transmitted with final crediting and debiting being fulfilled via a major UK bank. Your card statment will show just the initials 'FFG' next to your payment.

Payment Options All Prices are shown in Pounds Sterling (GBP). The following credit/debit cards are accepted: Visa, MasterCard, JCB, Solo, Switch, Delta. You can order from any country using one of the above credit cards. Your credit card statement will show the transaction in your local currency and also usually the exchange rate applied. Exchange rates used are those currently in force at our bank (a major U.K. bank) when the transaction is processed. If you want to know the exchange rate for your currency at the time of ordering, click on the currency converter on the Summary of Order page. If you wish your transaction to be processed in U.S. Dollars, Euros, Australian Dollars or Canadian Dollars, select the appropriate currency from the drop-down box on the Secure Payment page provided by WorldPay. Cheques drawn on U.K. banks and British Postal Orders are also acceptable - please send your remittance by post, detailing your order and remembering to include the appropriate shipping cost. Eurocheques should be in Pounds Sterling (GBP) only.

Delivery Times FFG will try to ensure orders are dispatched for speedy delivery wherever possible. Normal delivery times for magazines are as follows: UK - Within 4 working days from cleared funds. (Credit card payments are cleared immediately via our secure server.) EUROPE - 7 working days from cleared funds. REST OF WORLD - 10 to 14 working days from cleared funds. Our clothing items are made to measure. We take great care in making up your garment, so please add from 2 to 4 weeks from placing your order to allow for this. We are happy to notify you by telephone or email, depending on your country of residence, when your garment is ready for despatch, so that you can look out for the carrier. Please let us know if you would like us to do this. Orders sent by Special Delivery in the U.K. should arrive the next day. We are able to track orders sent by Special Delivery and will undertake to contact the carrier on the customer's behalf if an order does not arrive when expected. Please note: A working day is considered Monday to Friday inclusive but excluding local, public and national holidays. Orders are usually delivered within the times stated above but we cannot guarantee these delivery times as we have no control over the carrier.

Delivery Methods All items are sent via ROYAL MAIL, PARCEL FORCE or LYNX with charges according to weight of package. U.K.: Second Class Post (up to 750g); First Class Post (over 750g); or LYNX (up to 5kg). Overseas: Airmail Printed Papers rate (for magazines only) or Small Packet rate, whichever is cheaper.

Insurance Special Delivery - items are insured up to £250 Sterling. LYNX - additional insurance up to £500 is an extra £1.25 per item ; up to £750, an extra £1.75.

© FFG 1994 - 2007