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First For Romance Frequently Asked Questions

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CUSTOMER FAQs

Most Frequently Asked Questions

  1. Can I order through multiple stores?
  2. Can I pay directly using my credit card?
  3. Are all of my books in one account?
  4. How does the Romance Rewards programme work?
  5. Where can I access my wishlist?
  6. How do I send to kindle from the store?
  7. What are the new features?
  8. Do you place DRM on your eBooks?

Customer Account Questions

  1. How do I register an account?
  2. Where can I change my password?
  3. I requested my password but didn’t receive it
  4. Where can I find my billing and shipping addresses?
  5. Where can I sign up for your newsletter?
  6. Can I add more than one postal address?
  7. Where is my order history?
  8. Can I see my order details?
  9. Where can I find my wish list?
  10. How do I add books to my wish list?
  11. What do I do if I lose my password to log in to my account?
  12. Can I order through multiple Totally Entwined stores?

Downloads Questions

  1. I have bought a downloadable book, how do I read it?
  2. Which eBook format should I read?
  3. Do I need to buy extra software or devices to read eBooks?
  4. What eBook formats do you offer?
  5. Once I have bought my eBook, will it always be available for download?
  6. How do I download the books I have purchased?
  7. I am having trouble downloading a book I’ve purchased
  8. I’m having trouble downloading books using Internet Explorer as my browser

Kindle Questions

  1. How do I send my eBooks to my Kindle device?
  2. Send to Kindle by E-mail
  3. How can I read First For Romance eBooks on my Kindle device?
  4. How do I set up my First For Romance account to send books directly to my kindle?
  5. Where can I find my ‘Send-to-Kindle’ Email Address?
  6. Should I send to @free.kindle.com or @kindle.com?
  7. How long will it take for my book to arrive on my kindle?
  8. My book hasn’t arrived at my kindle what should I do?
  9. Will I be charged a fee for sending books to my device from my bookshelf?

Payments/Billing/Returns Questions

  1. Can I order by phone or with a paper cheque?
  2. How soon after payment will my eBooks be available in my account?
  3. I didn’t receive an email after purchasing a book
  4. What payment options do I have?
  5. What is your refund policy?
  6. Can I return a print book?
  7. What are your shipping terms?

Gift a Book Feature Questions

  1. How do I purchase and send gift cards?
  2. What do I do if the recipient didn’t receive my gift card email?
  3. How many times can I use one gift card?
  4. How do I use a gift card?
  5. How does the Gift a Book feature work?

Romance Rewards Questions

  1. How does the Romance Rewards programme work?

General Questions

  1. Can I transfer my old eBooks to my new computer?
  2. Can I print the eBooks or do you place restrictions on the files?
  3. How do I get technical support?
  4. Do you share any information with other companies?
  5. Why do I need to provide my billing address?
  6. Why should I provide my telephone number?
  7. What do I do if I lose my password to log in to my account?
  8. I requested my password but didn’t receive it.
  9. I am expecting an email but haven’t received it.
  10. Is this site suitable for all ages?
  11. What are the terms and conditions for promotions on your websites?

Buying and Downloading Publishing Distributor Books

  1. What is the difference between downloading books from the publishing distributor and independent authors & publishers?
  2. How do I download books from the Publishing Distributor?
  3. Which is the best reader software to use for eBooks with DRM on them?

Adobe Digital Questions

  1. Where can I go for help with installing or using Adobe Digital Editions?
  2. What devices are supported by Adobe Digitial Editions?
  3. What version of Adobe Digital Editions/Adobe Reader is compitable with eBooks?  Which browser should I use?
  4. I downloaded a book but it didn't open automatically in Adobe Digital Editions. How do I open it?

Bluefire Questions

  1. Where can I go for help with installing or using Bluefire Reader?
  2. I got the message "No tokens available for download" when Bluefire tried to open my downloaded book. What does this mean?

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SELF PUBLISHED AUTHOR & INDEPENDENT PUBLISHER FAQs

Author/Publisher Account & Payments

  1. Where can I sign up as a self-published author or independent publisher?
  2. What are your contract terms for authors & publishers?
  3. What are the commission rates for authors and publishers selling their books at First For Romance?
  4. How often will royalties be paid?
  5. How will you pay me?
  6. Where do I go to get my monthly commission statements?
  7. Do I have to commit to having my books for sale for a certain length of time?

General Questions

  1. Do you accept all romance stories?
  2. Is there any sub-genre/category within romance you won’t sell?
  3. Are there any pricing restrictions?
  4. Do you accept books from all around the world?
  5. Do I have to provide an ISBN?
  6. Can I upload only one type of file/version to sell my book?
  7. How many versions can I upload to sell my book?
  8. Can I have print copies made of my book if I’ve done my own formatting/used my own template?
  9. What happens if there’s already a book with the same title for sale?
  10. How much support will I get from First For Romance as a retail partner?
  11. I’ve found an error or issue with my manuscript – can I revise and upload new versions?
  12. I want to change my cover art, can I upload a new version?
  13. Where will the newly uploaded books feature?
  14. I’m a Totally Entwined published author. Will my books go to Fist For Romance on early download or general release date?
  15. What notice do I need to give to close my account?

Author & Publisher Services Questions

  1. How do I order services from First For Romance?
  2. Can I add more than one package to my basket?
  3. Who do I contact if I need to change or amend a service I have purchased?
  4. Do I receive email confirmation of my paid services?
  5. Can I pay directly using my credit card?
  6. Can I pay via PayPal?
  7. Do I have to fill any forms in?
  8. Can I see an overview of purchases in my account?
  9. I’ve already paid and requested my services; can I request any changes to my order after this time?
  10. How do I access any technical support?
  11. What happens if I am not happy with a service I have received?

Editing

  1. Can I have all of the editorial services in one package or do i have to buy them separately?
  2. Will I get the same editor if I send books in a series for editing?
  3. Can I request the same editor for future projects?
  4. What if I cannot meet an agreed deadline?
  5. Do I communicate with the editorial staff directly?
  6. Who do I contact if I have issues with my edits?
  7. How long is the editorial process likely to take?
  8. How many editorial passes will I get?
  9. Will the editor respect my author voice?
  10. What format should I submit my manuscript in?
  11. What happens if I need additional editing time?
  12. Do I get to choose US or UK English for my edits?
  13. Is there a manuscript template I can download for subsequent edits to ensure all books in the series look the same or will you do that for me?
  14. What editorial standards do you use?

Cover art

  1. How long will it take for my art to be created?
  2. Can I change to another artist if the one I've been assigned isn't gelling with me?
  3. What happens if I'm not happy with the cover art you've designed?
  4. How do you manage licences for covers?
  5. If I choose to have a bespoke cover, could I use my own images?

Marketing Packs & Advertising Services

  1. What day of the week do your advertising slots run from and to?
  2. My release date has moved, can I move the date of my advertising space?
  3. Will I receive confirmation of the newsletter date I have purchased space in?
  4. What are the social media links for First For Romance so I can share them on my website and platforms?
  5. If my advertising slot isn’t live on the specified date, what do I do?
  6. If I already have a book cover can I still purchase an advertising slot or marketing service?
  7. I’m attending an event, how much notice do I need to give when placing an order for an events art pack?
  8. How do you manage licences for music in book trailers?
  9. What format do you provide your book trailers in?
  10. What format do I need to provide my cover in for you to create advertising and banner packs for me?
  11. Can I use any artwork you create on external websites or social media platforms?
  12. There are lots of advertising slots on the homepage, I’m not sure which is best for me
  13. Can I purchase multiple advertising slots on the homepage for the same book?
  14. The interactive calendar for selecting advertising weeks isn’t working for me, what can I do?
  15. what happens if I'm not happy with the look of my marketing art package?

Book Formatting & eBook Conversion

  1. What versions are included in the service?
  2. Do I receive copies of the versions?
  3. How long can I expect to wait for formatting/versions?
  4. Are there different templates to choose from for formatting my book?
  5. Can I include my own promotional material in my book?
  6. Can I use my own cover?
  7. Do I need to provide an ISBN?
  8. What happens if I spot a mistake in my book?

Print File Creation

  1. What documents do I need to provide for you to create a print ready file?
  2. Will I receive a copy of my book in print?
  3. How long will it take for you to send me my print files?
  4. Where can my print files be used?

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CUSTOMER FAQs

Customer Account Questions

 

How do I register an account?

From the home page click on the account button and then select login/register from the dropdown box. Once on the login/register page click create an account and complete the details on the form to register with us.


Where can I change my password?

When you are logged into your account click on the ‘account’ button and then select ‘edit my details’. You will then find a link ‘click here to change your password’.


I requested my password but didn’t receive it.

Firstly ensure that you have given us the correct email address to contact you. Sometimes people key in incorrect digits or letters. Then check your spam folder to see if our password notification arrived there. If your details are correct and it hasn’t gone to spam, contact us at help@totallyentwinedgroup.com and we will assist.


Where can I find my billing and shipping addresses?

Go to your ‘Account’ and in the ‘my addresses’ section you will see your contact information. On this page you can add as many addresses as you need to for us to contact you or send your orders to.


Where can I sign up for your newsletter?

There are numerous places that you can sign up for our weekly newsletters.


Can I add more than one postal address?

You can add multiple addresses in your account. Simply select ‘My Addresses’ and add/edit your postal information.


Where is my order history?

You can find your order history in your ‘account’ menu and then ‘view orders’.


Can I see my order details?

Yes, once in your order history from ‘view orders’ click on the ‘view order’ link on any row and you will see the details of that order.


Where can I find my wish list?

Sign into your account first. Under the ‘my account’ drop down menus you will see a link called ‘My Wishlists’. You can navigate to your wishlists here and also create new ones.


How do I add books to my wish list?

Make sure you are logged in to your account. Set up your wish lists in ‘account’, then ‘My Wishlists’. Pick a book and go to the product page. Under the cover image select ‘add to wish list’. You can add the book to any of the wishlists you have created. You can add or remove as many books as you like.


What do I do if I lose my password to log in to my account?

There is a password reminder form on the customer login page. If you enter the email address you registered with us, a reminder of your password will be sent there.


Can I order through multiple Totally Entwined stores?

Yes. Browse and buy from any of our book stores, then checkout once and all of your books will be in your bookshelf.

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Downloads Questions

 

I have bought a downloadable book, how do I read it?

To read the books that are available direct from our imprints, self-published authors and independent publishers -

  1. Log into your account.

  2. Your books will be visible in your bookshelf. If you have a lot of books in your account, you can search books by date bought, and title A-Z from the dropdown in your bookshelf, as well as searching by tilte name or author name in the search box provided.

  3. Choose the format that you want to read from your account by clicking on ‘select a format…’ and download it by selecting the ‘Download’ button in your bookshelf. You can download the file either to your computer or to a device (eReader, iPhone, iPad etc).

  4. You can select from ePub, Adobe PDF or Mobipocket.

  5. You can send direct to kindle.

  6. You can choose to send the book to yourself via email and an ePub will be emailed to you.

To read the books that are available from publishers who send books to our store via our agregator -

  1. Log into your account.

  2. Your books will be visible in your bookshelf. If you have a lot of books in your account, you can search books by date bought, and title A-Z from the dropdown in your bookshelf, as well as searching by tilte name or author name in the search box provided.

  3. You will only have one download option if you have purchased an agregated book. Depending on what the publisher has made available that will either be ePub or PDF. Download it by selecting the ‘Download’ button in your bookshelf.

  4. The book will open in either Adobe Digital Editions or BlueFire software, depending on which one you use.


Which eBook format should I read?

On the whole it comes down to two factors - Compatibility (will it work on your device) and then your own personal preferences.

Depending on how you set your preferences in your account will depend on which format we recommend when you download your books. Our site will intuitively select the format that will work on your device. You can override this function and choose another option if you prefer.

Here is a brief and generalised breakdown of the formats.

The only notable device lacking integrated support for the EPUB format is the Amazon Kindle. To enable ease of use for our customers, First For Romance offers a ‘send direct to Kindle’ feature straight from your customer account.


Do I need to buy extra software or devices to read eBooks?

All you need is your PC, Macintosh or laptop and some free-to-use reader software. However as eBooks grow in popularity, many people prefer to read them on reading devices, tablets or mobile phones.

We provide eBooks in the most widely used formats - ePub, Adobe Reader, and Mobipocket. Each format has its own free-to-use reader software that is available to download.

If you prefer a kindle device or to read on a kindle app, you can also download your books straight to kindle from your account.


What eBook formats do you offer?

We offer eBooks in three of the most widely used formats - ePub, Adobe PDF, and Mobipocket.

When you purchase an eBook with us, we provide all formats in your account and you can choose which one you’d like to download at any time. You are not restricted in your choice, and we like to offer you better value for money.


Once I have bought my eBook, will it always be available for download?

Yes, once you have purchased the eBook it is yours. The title is stored in your customer account and you can access it at any time by logging in with your user name and password.


How do I download the books I have purchased?

Once a payment has been accepted by our system, your purchased eBooks will be available for you to download from the ‘bookshelf’ in your account. Once purchase has been completed you will be asked how you want to download your book or if you’d rather go straight to your bookshelf. An email will also be sent to you confirming the order along with the order details and a link to your account.

Once on your bookshelf page you can download by following these steps:

  1. Select the download button or dropdown box underneath your chosen book.

  2. Select the format from the list view in the dropdown box and click on the download button, or click the download button if no dropbdown is available.

  3. Your book will be automatically sent to your device, computer or software application, depending on what you've selected.


I am having trouble downloading a book I’ve purchased.

If you have problems, contact us through the help page. Include your order number, a description of the problem, and any error messages you received. Please note that although we do our best to respond quickly, during holidays, weekends, and times of high e-mail volume it may take up to 48 hours to receive a response (although it is often much sooner).


I’m having trouble downloading books using Internet Explorer as my browser.

If you are sending to kindle you should not experience any sending issues, however we have seen problems with Adobe and Internet Explorer so for those customers who prefer to use Internet Explorer as their browser, you can select the option to email your chosen books to you. An alternative to this is for you to use a different popular browser like Firefox or Google Chrome.

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Kindle Questions

 

How do I send my eBooks to my Kindle device?

There are three ways to send your books to your kindle device or app from our site.

Send direct to your device or app from your customer account

In your customer account there is a ‘manage my kindles’ section in the 'account details' tab. Follow the set up steps provided below to send your books directly from your bookshelf to your Kindle device or app.

  1. First add kindle@totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

  2. Add your Kindle name to your account in the Manage My Kindle section of the 'account details' tab. Set up any number of Kindle device/s.

  3. You will then have the option to "send to kindle" from your bookshelf.

Send direct to your device or app from the quick download page

After you've paid with One-Click, there is a send to Kindle section in the dropdown box. Follow the set up steps provided below to send your books directly from your First For Romance bookshelf to your Kindle device or app.

  1. First add kindle@totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

  2. Select the 'send to a new kindle device' from the dropdown box. Add your kindle name to the new box that appears and click the 'send' button.

Send to Kindle by E-mail.

Send documents to your Kindle as an email attachment

You and your approved contacts can send documents to your registered Kindle devices, free Kindle reading applications, and your Kindle Library in the Amazon Cloud by e-mailing them to your Send-to-Kindle e-mail address ([name]@kindle.com). Your Send-to-Kindle e-mail address is a unique e-mail address assigned to each of your Kindle devices and free Kindle reading applications upon registration.

How to send a document to your Kindle:

Supported File Types:

PDFs can be converted to the Kindle format so you can take advantage of functionality such as variable font size, annotations, and Whispersync. To have a document converted to Kindle format (.azw), the subject line should be "convert" when e-mailing a personal document to your Send-to-Kindle address.

To find more information about how to use your Send-to-Kindle e-mail address, please visit Amazon’s Help Page.

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Kindle Frequently Asked Questions

 

How can I read my eBooks on my Kindle device?

You have three main options:

1. Send your book from the bookshelf in your account to your Kindle. This will send the book wirelessly straight to your Kindle, (see answers below on how to set this up).

2. Download your eBook to a computer and transfer it to your Kindle over a USB cable.

3. Send to kindle by email.


How do I set up my customer account to send books directly to my kindle?

Follow the instructions below to send books directly from your First For Romance bookshelf to your Kindle.

1. First, add @totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

2. Add the first part of your kindle email address in your 'Manage My Devices' area. Just add everything before the @ symbol in the text box. So, kindleaddress@totallyentwinedgroup.com would just be "kindleaddress"

3. You will then have the option to ‘send to kindle’ from your bookshelf.


Where can I find my ‘Send-to-Kindle’ Email Address?

You can find this address in the ‘Manage Your Kindle’ section of ‘Your Account’ at Amazon. More detailed information can be found on the Kindle Support section of Amazon’s Website - Click here to go to Amazon’s Support page


Should I send to @free.kindle.com or @kindle.com?

@free.kindle.com

- Generally this is the best option to use because it is free. If your Kindle device is connected to WiFi this is the option to use. However, please note, in order to receive books directly to your Kindle using this address, your Kindle MUST be connected to WiFi (not 3G) - don’t worry - if your device can’t be found by Amazon, they will email your book to your registered kindle email address instead.

@kindle.com

- If you are not able to connect your Kindle via Wi-Fi but have a 3G connection then you can still send your documents to your device by using this address. The files will be sent to your Kindle over Wi-Fi if available. If Amazon is not able to find your Kindle on Wi-Fi or your device is not is not available, the files will be sent via 3G for a small fee. Amazon charges a fee to send files to your main kindle address.


How long will it take for my book to arrive on my kindle?

Amazon state that documents are usually delivered to your device within 5 minutes of being sent.


My book hasn’t arrived at my kindle what should I do?

First place to check is your ‘Kindle Management Page’ at Amazon. Check to see whether the book is listed in your ‘Delivery Status’ list (usually found on the right hand column of the page).

Your book is listed in the ‘Delivery List’

Amazon will deliver to your device shortly (if they aren’t doing so already).

Your book is not listed in your ‘Delivery List’

Please check that the address added to your ‘Approved Email Senders List’ on your Kindle Management page at Amazon exactly matches our send address - kindle@totallyentwinedgroup.com. If it that is ok then check that the ‘Send-to-Kindle’ address in your First For Romance account is also correct. If you continue to experience problems then please contact support.


Will I be charged a fee for sending books to my device from my bookshelf?

If you choose to send your book via ‘@free.kindle.com’ then you will not be charged for sending your book. If your Kindle is connected via WiFi then in most cases Amazon will deliver the book wirelessly to your kindle for free. If your device cannot be found, or if Amazon doesn’t allow free wireless delivery in your territory, then Amazon will email the book to your registered kindle email address instead.

Amazon will charge you a fee (per megabyte) when you use the non-free (‘[name]@kindle.com’) address to transmit files wirelessly to your kindle over 3G or GPRS. Please refer to your Kindle Support page at Amazon for details on fees and rules regarding transmitting files to your device. More information can be found on the support pages at Amazon - Click here to go to Amazon’s Support page

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Payments/Billing/Returns Questions

 

Can I order by phone or with a paper cheque?

Ordering by phone would require a dedicated staff to answer your calls. Similarly, processing personal cheques would require additional staff to open mail and manually process orders. To keep costs low and pass the saving onto you through well priced books, we don't accept phone orders or personal cheques. For your convenience, our website accepts all major credit cards and PayPal payments.


How soon after payment will my eBooks be available in my account?

In most cases any eBooks and Gift Vouchers will be available in your account immediately.

Occasionally there may be a delay of a few minutes before the books are released whilst waiting for a notification from a card provider or PayPal.


I didn’t receive an email after purchasing a book.

Some email services may put mail from unrecognised senders in a ‘Spam’ or ‘Bulk Mail’ folder. Make sure your email service is set to accept mail from totallyentwinedgroup.com. If you are still having problems email us at help@totallyentwinedgroup.com and we’ll resend it.


What payment options do I have?

You can pay for your books directly with your Credit/Debit card (Visa/Mastercard/Maestro/Solo) or if you require to use a different Credit/Debit card you can pay by setting up a PayPal account.

Alternatively, if you already have a PayPal account you can choose to pay for your books using that facility.

You are free to decide which payment option you’d prefer to use during the payment process.


What is your refund policy?

Unfortunately we cannot offer refunds on eBooks and audio books unless you haven't already downloaded them (for Print books look here). With products of this nature that can’t be ‘returned’ in the traditional sense it is very difficult to safeguard against fraud and copyright theft, hence the non-return policy of many software companies in the market.

We also had to adopt this policy, so instead we put our efforts into making plenty of information about our books available beforehand so that you as a reader can make a well informed choice.


Can I return a print book?

Yes as long as it is in the same condition that you received it in. Please see our returns policy.


What are your shipping terms?

Please see our shipping policy details here.

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Gift Vouchers Questions

 

How do I purchase and send gift cards?

You can locate gift vouchers from multiple places on the web site:

To purchase a gift voucher, go to our gift card page. On the gift vouchers page, select the amount you’d like to gift and the card you’d like to send and complete the form at the bottom of the page. When you complete your purchase the gift voucher will automatically be sent to the recipient with a personal message from you.


What do I do if the recipient didn’t receive my gift card email?

You can resend the gift voucher from the Gift vouchers section of your Order History tab in your customer account, or if you're still having difficulty contact us at help@totallyentwinedgroup.com.


How many times can I use one gift card?

You need to use the balance of your gift voucher at the time of use.


How do I use a gift card?

Simply browse through our online catalogue and select the books you wish to purchase. When you have selected everything, click the basket image in the top navigation bar and you will be taken to your basket.

On the Basket page you can enter the gift card code into the provided area. The amount will be deducted from the basket total.

You will be required to pay any outstanding balance using your credit or debit card details as normal.

You need to use the total value of your gift card during your shopping spree in our book store.


How does the Gift a Book feature work?

When you place an order with us you have the option to gift one or more books to someone. On the book's product page, simply click on the 'Send as a Gift' button, fill out the email address and follow the instructions to 'Save and Continue'. 

As you complete the payment process, on the basket page there is a link that says ‘want to send any of these as a gift?’ If you click this you can then specify who you want to send a book to and which ones, if any, you are keeping for yourself. You can choose one or more to gift, provide the email address of the recipient and we will place the books in their account once you’ve paid for them.

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Romance Rewards

 

How does the Romance Rewards programme work?

For every nine eBooks or audio books that you buy the 10th will be totally free! When you add a book to your basket the ‘order summary’ on the basket page will show you how many more books you need to purchase before getting one free. The discount on the free book will be shown in the ‘order summary’ section when you reach that special number 10! You will also be able to keep a running track on how close you are to reaching your Romance Reward in your customer account.

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General Questions

 

Can I transfer my old eBooks to my new computer?

Yes. We do not place restrictions on how many times you can download your books once you have bought them. So, if your computer crashes and you need to set back up on another device or computer, simply go to your account and re-download the books.


Can I print the eBooks or do you place restrictions on the files?

Yes you can. We do not place any restrictions on the number of times you can download your books or how you view your book. We even update your account when a new version of the book is created, so that you always have the latest version of the book.


How do I get technical support?

If you are having problems with the website then first may we apologise. We know it can be frustrating when a website doesn’t function as expected, missing pages and slow server response is particularly annoying but thankfully rare. When we are testing additional features on the website it doesn’t perform as expected 100% of the time. We try to carry out maintenance and improvements at times when we feel it would disrupt the least amount of users.

If you are having a problem with downloading a book or payment please contact our support staff.

If you are experiencing any other issues or have any other questions regarding technical support please contact our website support staff by clicking on the following link to Email Support Staff with a general enquiry.

Thank you for your patience and we hope you aren’t affected.


Do you share any information with other companies?

No. We believe that profiting from personal information is wrong and so we guard our customers’ details like our own. Personal information is only ever used for the purposes of processing orders and combating fraud.


Why do I need to provide my billing address?

Your billing address is required by the company that validates your credit card number. This helps to protect you from unauthorised use of your card. For information on how we protect your personal information, see the privacy policy.

Furthermore, your correct shipping address is required if you purchase any print books otherwise you will not be able to receive your purchased books.


Why should I provide my telephone number?

Your telephone number is not mandatory but we request it for the same reason as your billing address. The payment and anti-fraud systems are more robust if a telephone number is included.

We will never pass on your telephone number to any third party except where it is absolutely required to combat fraud or ID theft.


What do I do if I lose my password to log in to my account?

There is a password reminder form on the customer login page. If you enter the email address you registered with us a reminder of your password will be sent there.


I requested my password but didn’t receive it.

There are two main reasons why you have not received your password.

  1. The email has been blocked

    1. Check your spam folder - occasionally legitimate emails are incorrectly flagged as spam

    2. Check that your Internet Service Provider isn’t blocking emails on your behalf - certain ISP’s provide an anti-spam service that can occasionally block legitimate emails.

  2. The email address on your account is incorrect - if you believe that this is the case then contact the support staff.


I am expecting an email but haven’t received it.

There are three main reasons why you have not received email from us.

  1. The email message has been blocked

    1. Check your spam folder - occasionally legitimate emails are incorrectly flagged as spam

    2. Check that your Internet Service Provider isn’t blocking emails on your behalf - certain ISP’s provide an anti-spam service that can occasionally block legitimate emails.

  2. The email address on your account is incorrect—if you believe that this is the case then contact the support staff: help@totallyentwinedgroup.com

  3. Check that you haven’t replied to our automated response mails and that you have addressed your query to help@totallyentwinedgroup.com

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Buying and Downloading Publishing Distributor Books

 

What is the difference between downloading books from the publishing distributor and independent authors & publishers?

Books that are sold direct from independent authors and publishers at First For Romance do not have industry standard DRM attached to them. Our store enables you unlimited access to every eBook format that the author or publihser has uploaded for use.

If you purchase books that have come from our publishng distributor, they will have Adobe DRM on them. When downloading these books you will be given the option of choosing between ePub or PDF. You will have a window of time allocated to download the file, however it will still be stored in your bookshelf for future download too.

All books are clearly marked on the product page and the basket before purchase so that you know what you're able to get once you've made your purchase.


How do I download books from the Publishing Distributor?

You will be asked at the point of purchase which format you would like to download. You can choose betwee ePub or PDF. Once you have paid for your books, you will be given a link to click on to download the file to your computer or reading device.

The books will still be visible in your bookshelf, however you will not have the same flexibility or freedom to download multiple versions from books offered by this route.


Which is the best reader software to use for eBooks with DRM on them?

There are two reader software options that we would suggest you look at. BlueFire Reader, which you can download from here and Adobe Digital Editions, which you can download from here.

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Adobe Digital Edition Questions

 

Where can I go for help with installing or using Adobe Digital Editions?

Adobe has a very detailed Adobe Digital Editions FAQ  page.


What devices are supported by Adobe Digitial Editions?

See Adobe's Supported eBook devices page. 


What version of Adobe Digital Editions/Adobe Reader is compitable with eBooks?  Which browser should I use?

We recommend that you have the latest versions of both Adobe Digital Editions and Adobe Reader installed on your device to be able to access eBooks.  Most eBooks are compatible with Adobe Reader (IX or later).

eBooks can be accessed via all main browsers including FireFox, Chrome, Internet Explorer, Safari and iOS.


I downloaded a book but it didn't open automatically in Adobe Digital Editions. How do I open it?

You will be able to open the book by locating the .ascm file for your eBook on your device.  Instructions for locating the .ascm file can be found on the Adobe help page.

Once you have found the file simply double-click on it and the eBook will finish downloading and open in Adobe Digital Editions.

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Bluefire Questions

 

Where can I go for help with installing or using Bluefire Reader?

The Bluefire Reader FAQ page contains information on authorising your Bluefire Reader, transferring books from your computer to your mobile device and troubleshooting information. 


I got the message "No tokens available for download" when Bluefire tried to open my downloaded book. What does this mean?

This is a known issue with Android devices.  Unfortunately the Android version of Bluefire sometimes tries to open the file before it has completed the download.  The 'token' the error message refers to is actually a 'acsm' file that is part of your download of a eBook.  If Bluefire tries to open the eBook before the 'acsm" file is downloaded the ebook will not open and you will receive the error message.

If you do receive this error message try the following troubleshooting tips:

  1. Close Bluefire reader and re-open it and then try to open the book.
  2. Look in your downloads folder on your Android device and find your download (either a .acsm or a .part file), click on your download and open using Bluefire reader.

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Access By Minors Questions

 

Is this site suitable for all ages?

No. This is an adult site and only suitable for mature readers. If you are under the age of 18 please leave.



What are the terms and conditions for promotions on your websites?

We often run promotions on our websites, offering discounts across our products. Unless otherwise stated, promotions do not apply to Print books, Audiobooks, Pre Orders or already discounted titles.

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Most Frequently Asked Questions

 

Can I order through multiple stores?

Yes. Browse and buy from any of our book stores, then checkout once and all of your books will be in your bookshelf..


Can I pay directly using my credit card?

You can pay by credit card without setting up a PayPal account by filling out the 'Pay with a debit or credit card' section on the payment page. Please note that due to restrictions in place by PayPal, there may be a limit to the number of guest checkout transactions you can place in your territory. Please contact PayPal if you would like to know whether you are affected.


Are all of my books in one account?

Yes, customer bookshelves now display all books regardless of store association. You can download or send to Kindle for all of your books, from whichever site you are logged in to.


How does the Romance Rewards programme work?

For every nine eBooks or audio books that you buy the 10th will be totally free! When you add a book to your basket the ‘order summary’ on the basket page will show you how many more books you need to purchase before getting one free. The discount on the free book will be shown in the ‘order summary’ section when you reach that special number 10! You will also be able to keep a running track on how close you are to reaching your Romance Reward in your customer account.


Where can I access my wishlist?

Sign into your account first. Under the ‘my account’ drop down menu (top right of the site) you will see a link called ‘My Wishlists’. You can navigate to your wishlists here and also create new ones. You can also access your wishlist from the book's product page, by adding a book to the wishlist by selecting the 'Add to Wishlist' button.


How do I send to kindle from the store?

Follow the instructions below to send books directly from your bookshelf to your Kindle device or app.

1. First, add @totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

2. Add the first part of your kindle email address in your 'Manage My Devices' area. Just add everything before the @ symbol in the text box. So, kindleaddress@totallyentwinedgroup.com would just be "kindleaddress".

3. You will then have the option to ‘send to kindle’ from your bookshelf.


What are the new features?


Do you place DRM on your eBooks?

Books that are sold direct from independent authors and publishers at First For Romance do not have industry standard DRM attached to them. Our store uses a type of social DRM which is much more user friendly and allows us to offer you unlimited access to every eBook format that they author or publihser has uploaded for use.

If you purchase books that have come from our publishng distributor, they will have Adobe DRM on them. When downloading these books you will be given the option of choosing between ePub or PDF. You will have a window of time allocated to download the file, however it will still be stored in your bookshelf for future download too.

All books are clearly marked on the product page and the basket before purchase so that you know what you're able to get once you've made your purchase.

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SELF PUBLISHED AUTHOR & INDEPENDENT PUBLISHER FAQs

Author/Publisher Account & Payments

 

Where can I sign up as a self-published author or independent publisher?

Simply click on the Login button at the top right of the home page to set up your account. Fill in the form and sign the publisher agreement and your account will be activated. You can start uploading books straight away!


What are your contract terms for authors & publishers?

You can see our full contract when you set up an account as a self-published author or independent publisher here.


What are the commission rates for authors and publishers selling their books at First For Romance?


How often will royalties be paid?

We pay your commission monthly, 90 days in arrears.


How will you pay me?

When you set up your author or publisher account, we will require you to complete your banking information. Every month we will pay your accrued commission into the account that you register with us.


Where do I go to get my monthly commission statements?

Your publisher portal has real-time reporting available to you. Simply select a date range and download a CSV file. We operate a self-serve billing system, so you will not receive invoices by email or through the post.


Do I have to commit to having my books for sale for a certain length of time?

You can remove any book from sale at any time, however they will remain in our database so that we may fulfil our obligations to customers who have purchased your books.

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General Questions

Do you accept all romance stories?

Yes. We are completely dedicated to the romance genre. Any book that has a romantic plot or storyline, in any romance sub-genre that is listed in our genres at the First For Romance store.


Is there any sub-genre/category within romance you won’t sell?

We have a duty of care to our readers, therefore whilst we do not have a category or sub-genre that we won’t accept, we will monitor content to ensure that your books are meeting the following criteria:


Are there any pricing restrictions?

You may put any book on the store at zero price (free) as long as you understand that you will not receive commission on any books listed for free. However, if you list a book for sale, the lowest price you may set for a book is $0.99/£0.99/€0.99.


Do you accept books from all around the world?

Yes, although at the moment only in English.


Do I have to provide an ISBN?

Yes. Our store uses ISBNs to help with pairing a title to a record and to enable us to pay you your commission. We also recommend that you do for ‘best practice’ because it helps readers and industry to find your books. It’s also needed if you select some of our other services (like enabling us to become your distributor to other retail stores).


Can I upload only one type of file/version to sell my book?

Yes, although we do strongly recommend that you provide all three of the main versions (ePub, Mobi, PDF) so that your readers have the widest choice to download. If you aren’t sure how to create all of the industry standard reflow versions, we can help you. Go to our ‘services page’ and you can purchase eBook conversion and print file creation services there.


How many versions can I upload to sell my book?

You can upload all three industry standard versions - ePub, Mobi, PDF - for your eBooks, MP3 for Audio Books and a print ready PDF file for us to distribute your books into print on demand with our distributors.


Can I have print copies made of my book if I’ve done my own formatting/used my own template?

Yes. If you upload your print files for us to distribute you will be able to order author copies for your own purposes. If you purchase the print file creation service from us, you will be asked to upload your manuscript and choose a template. We will then create your print book using that template.


What happens if there’s already a book with the same title for sale?

We cannot control what titles authors and publishers use. It happens. Books will be defined by ISBN, author profiles, publisher profiles and book product pages. If a reader searches for a title, they will see all books with that title. They will also be able to search by author name or publisher to avoid confusion.


How much support will I get from First For Romance as a retail partner?

We have a dedicated support team who will handle all of your queries. Our policy is that you will receive an email within 24 hours of contacting us in working hours.


I’ve found an error or issue with my manuscript – can I revise and upload new versions?

Yes. You may edit your books and the information relating to them at any time through your account.


I want to change my cover art, can I upload a new version?

Yes. Simply log in to your account and go to edit my book, where you can amend your book information.


Where will the newly uploaded books feature?

Your books will be features in all of the following pages:


I’m a Totally Entwined published author. Will my books go to Fist For Romance on early download or general release date?

The early download feature is not available at First For Romance. All TEG published books will be available from either pre-order or general release at this store.


What notice do I need to give to close my account?

To cancel your agreement as a publisher at our store, we require 90 days’ notice of your intention to close your account.

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Author & Publisher Services Questions

 

How do I order services from First For Romance?

Simply go to the services page from the link on the top menu bar of the store 'Author & Publisher Services' and you can browse and select any combination of publishing services that suit your needs.


Can I add more than one package to my basket?

Absolutely. You can select individual services, a combination of services, or even a package deal with a 15% discount. We hope that we've thought of everything that you might need to assist you in getting your manuscript polished and ready for sale.


Who do I contact if I need to change or amend a service I have purchased?

You can reach out to our First For Romance admin support team at help@totallyentwinedgroup.com and they will be happy to help you. Please allow 48 hours response time—espeically over weekends or holidays—although we do try to reply on the same day.


Do I receive email confirmation of my paid services?

You will receive an email confirmation once your payment is successful. any information you have sent to us will be sent to the department who will work with you on your project and an administator for that department will get in touch to progress your order.


Can I pay directly using my credit card?

Yes. Our payment gateway accepts all of the usual debit and credit cards that you would expect to be able to pay with.


Can I pay via PayPal?

Yes. You will have the option of paying via PayPal when you go through the payment gateway.


Do I have to fill any forms in?

It depends on which services you are buying. In order for us to fulfil some of the services we will need some information, or images from you. For example, for many of the marketing services we will need your cover art, and often some questions answering to assist us in preparing your designs. Or if we are creating cover art for you, we ask you to complete a cover information form where you describe your story, characters and setting, and any likes or dislikes, so that the artist can get a good feel for what you're looking for. But if you require book creation services we just need the files uploading and for you to select a template. All of the services forms are located in your account in the left hand menu, under 'Services Forms'.


Can I see an overview of purchases in my account?

Yes. All of your orders will be availalbe to see in the Author/Publisher Account Dashboard in your account under 'Order History'.


I’ve already paid and requested my services; can I request any changes to my order after this time?

You can speak directly to our support team at  help@totallyentwinedgroup.com who will be happy to discuss your order and any changes that you would like to make.


How do I access any technical support?

If you are having problems with the website then first may we apologise. We know it can be frustrating when a website doesn’t function as expected, missing pages and slow server response is particularly annoying but thankfully rare. When we are testing additional features on the website it doesn’t perform as expected 100% of the time. We try to carry out maintenance and improvements at times when we feel it would disrupt the least amount of users.

If you are having a problem with uploading a book or ordering a service please contact our support staff.

If you are experiencing any other issues or have any other questions regarding technical support please contact our website support staff by clicking on the following link and email a general enquiry.


What happens if I am not happy with a service I have received?

We will discuss your concerns with you and take a look at what the problem is in order for us to ensure that we can resolve any issue you may have.

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Editing

Can I have all of the editorial services in one package or do I have to buy them separately?

Yes, you can select one or all of the editorial services. We can either help you from the beginning with full substantive edits or if you just need another set of eyes for a line edit, or we can do it all. Whatever you choose, rest assured that our editors all have many years' experience in polishing romance fiction and are dedicated to editing in this genre.


Will I get the same editor if I send books in a series for editing?

If we know ahead of time that the book you are sending us is part of a series we will do our best to ensure that you work with the same editor so that you have series continuity.


Can I request the same editor for projects in the future projects?

We will keep a clear record of which editors have worked on any projects you've sent to us and if they are availalbe and you'd like some continuity and enjoy their editing style, we'll be happy to match you up again.


What if I cannot meet an agreed deadline?

Talk to us if you have a problem and we’ll do our very best to be as flexible as possible to meet your needs.


Do I communicate with the editorial staff directly?

You will communicate directly with the editorial administration, and the senior publishing team.


Who do I contact if I have issues with my edits?

In the first instance you will communicate with editorial administration, but in all likelihood if you are unhappy in any way your complaint will be fast-tracked to the senior publishing team who will handle the situation for you.


How long is the editorial process likely to take?

It really does depend on which editorial service we are managing for you. But as a general guide usually expect two to three weeks for a standard content edit and two to four weeks for a manuscript that requires more substantial editing. Usually expect one to two weeks for a copy/final line edit and a proofread to take no more than one week. However, we do also have to take into consideration your own deadlines, availability for rounds of edits to be returned to us and often whether a manuscript needs to go back through numerous rounds of edits and editor availability for the project. All of these elements can play a factor in when the project will be finished.


How many editorial passes will I get?

It is usual to expect two to three rounds of edits if you have selected a standard content edit.


Will the editor respect my author voice?

Yes, your author voice is what makes your story unique! Our editors will adhere to our Style Guide, and make suggestions accordingly, but will always take your author voice into account.


What format should I submit my manuscript in?

Please submit your manuscript as either a .doc or .docx file. Use standard 12pt font, ideally in Book Antiqua or Times New Roman.


What happens if I need additional editing time?

If it becomes clear that there will need to be significantly more than that after the first round of edits, we will discuss this with the you and either agree a cut-off point or agree an additional time rate based on the rates set out.


Do I get to choose US or UK English for my edits?

Yes. We can edit in either language depending on your requirements.


Is there a manuscript template I can download for subsequent edits to ensure all books in the series look the same or will you do that for me?

We'll do it for you. When you send your manuscript to us we will convert it to our standard editing template to make it easier for you and the editor.


What editorial standards do you use?

We adhere to our own romance fiction style guide, also utilising Chicago Manual of Style, Oxford English Dictionary for UK and Merriam-Webster for US English.

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Cover art

How long will it take for my art to be created?

You should expect a minimum of two weeks from purchase of bespoke cover art to completion of your project. If you have purchased a pre-made cover at our store, your cover art files will be emailed to you within 48 hours of purchase.


Can I change to another artist if the one I've been assigned isn't gelling with me?

We would be happy to mediate between you and the artist to see what the issue is and whether it can be resolved amicably. However, if the relationship has broken down to the point where both parties agree they cannot work with each other, an alternative artist could be sought and you would have to sign another contract with the new artist.


What happens if I'm not happy with the cover art you've designed?

We will accept five small changes, or two large changes, on any one cover. Changes include but are not limited to, and will be at the artist’s discretion: Minor changes are eye colour, hair colour, erasing a lock of hair, moving a body to the other side, font colours etc. Major changes are new hair, new clothes, switching a man/woman out, superimposing a face onto an existing body.

If you do not approve the first draft of your cover design with minor changes, we will agree to one redesign instead of changes to the detail of the cover as above. You would then have a choice of both covers, but no changes on top of that.


How do you manage licences for covers?

We offer a standard licence on any images used from stock sites, therefore you will be bound by the same restrictions as the licence we hold. For further details please see the licence restrictions here.

If you decide that you want more detailed licence options you can speak with us and pay the additional fee to obtain the licences required to ensure you are legally allowed to use that copyright material for the uses you have in mind.


If I choose to have a bespoke cover, could I use my own images?

Yes, providing you sign an image release form that states you own the copyright.

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Marketing Packs & Advertising Services

What day of the week do your advertising slots run from and to?

Each paid advert will remain on the First For Romance homepage or social media channels for one week from the live date. The advertising week will start on a Friday and run for seven consecutive days.


My release date has moved, can I move the date of my advertising space?

If you need to cancel or reschedule advertising it must be done at least seven working days prior to the live date otherwise we will continue to run with the promotion. If you cancel within those seven days we reserve the right to keep the money you have previously paid. If either of us need to amend a time frame, we agree to let the other party know as soon as possible, with the aim of being flexible within reason.


Will I receive confirmation of the newsletter date I have purchased space in?

Yes, we will send you an email to notify you of your advert confirming the date scheduled. The information will also be on your order information.


What are the social media links for First For Romance so I can share them on my website and platforms?


If my advertising slot isn’t live on the specified date, what do I do?

Contact the First For Romance support team at help@totallyentwinedgroup.com and we'll do our best to rectify the situation for you.


If I already have a book cover can I still purchase an advertising slot or marketing service?

Absolutely. Advertising space can be used to advertise any author, publisher, book, series, competition, feature you want as long as it links to a page at First For Romance, and you can use any artwork you like as long as you own the copyright on the images.


I’m attending an event, how much notice do I need to give when placing an order for an events art pack?

Ere on the side of caution when you're preparing for materials to take to an event, just in case. As a rule of thumb all marketing materials will take somewhere between two to four weeks to deliver, depending on what you’ve purchased and whether you have provided us with the material we require to complete the project.


How do you manage licences for music in book trailers?

You must make sure you have permission to use the music. Check if it's in the public domain, or write to the artist.


What format do you provide your book trailers in?

A version to be played on a computer, and a high definition version. These would be WMV and MP4.


What format do I need to provide my cover in for you to create advertising and banner packs for me?

1500 x 2400, 300dpi, JPEG


Can I use any artwork you create on external websites or social media platforms?

Yes, the only thing you can't do is sell them or place them on anything that you wanted to sell. Example: T-shirts, mugs, posters.


There are lots of advertising slots on the homepage, I’m not sure which is best for me.

The higher the slot the more exposure your ad will have as more people are likely to see it. But it will also depend on what your advertising budget is as to what is the most sensible option for you. We have six tiers of pricing and twenty-four ad spaces to pick from, so hopefully something to suit every budget and every marketing requirement. We also have four prime rotating banner slots that you can pick from, which are our premium spaces on the home page.


Can I purchase multiple advertising slots on the homepage for the same book?

As long as the spaces are available you can purchase as many as you like, however, in all honesty you might want to consider spreading a slot over a longer period of time than blitzing the home page for one week. It very much depends on what your objective is. If you have a certain week that makes absolute sense for for to you dominate the home page and grab attention then you can do that too. We can help you to find the most beneficial advertising for your campaign.


The interactive calendar for selecting advertising weeks isn’t working for me, what can I do?

Firstly, we apologise if you're having difficulty using the site and in particular, this feature. We know it can be frustrating when a website doesn’t function as expected, missing pages and slow server response is particularly annoying but thankfully rare. When we are testing additional features on the website it doesn’t perform as expected 100% of the time. We try to carry out maintenance and improvements at times when we feel it would disrupt the least amount of users.

If you are having a problem with placing an advert please contact our support staff.

If you are experiencing any other issues or have any other questions regarding technical support please contact our website support staff by following this link. Click on the following link to Email Support Staff with a general enquiry.


What happens if I'm not happy with the look of my marketing art package?

We work with a team of very skilled artists and illustrators who take the information you provide along with any artwork you've sent and base the art package designs on your brief. If you let us know what you're not happy with, we would be happy to liaise with the artist to make changes that you would would be happy with, or make a new set if the design still isn't working at that point. However, there are limits to how many times or changes we can ageee to without adding additional charges.

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Book Formatting & eBook Conversion

What versions are included in the service?

eBook formatting & Conversion - If you have purchased this service, we will make a professional conversion of your manuscript to the three main formats used in the industry, including the two main reflowable eBook formats (Mobi for Amazon Kindle and ePUB for Apple, Barnes & Noble NOOK, Google Play and all other major channels) as well as standard PDF.

Print-ready File Creation - When this service is purchased we require you to select an interior design from our bank of templates and send us your manuscript in Word format (either .doc or .rtf). Our professional layout specialists will format your book content into a print-ready PDF, perfect for uploading to any print-on-demand service.


Do I receive copies of the versions?

eBooks - We’ll send you an ePub file, a Mobi file and a PDF of your Work. These files are thereafter yours to use for whatever you wish.

Print - After creating the interior of the book for you, we’ll send you a print-ready PDF file of your Work. This file is thereafter yours to use for whatever you wish.


How long can I expect to wait for formatting/versions?

You should expect up to two weeks from when we receive your manuscript to receive your formatted or converted book files, however we will endeavour, dependent upon workload, to get them to you sooner.


Are there different templates to choose from for formatting my book?

Yes, we will provide you with our selection of templates to choose from so that your book is styled in a design that you are happy with.


Can I include my own promotional material in my book?

Yes, absolutely. We can add up to five cover images and taglines in the back of your book and a cover and excerpt from another book you have written. For us to do this, you must send us the covers and an excerpt for a follow-up book.


Can I use my own cover?

Yes. Just send us the biggest cover file that you have for it - ideally 1500 x 2400, 300dpi, JPEG.


Do I need to provide an ISBN?

Yes. However, if you don't have one, we can provide a service which includes an ISBN as part of a package.


What happens if I spot a mistake in my book?

It depends at what point the error has occurred. If it's a design or formatting/conversion error, we will fix it. If it is an error that has come from your own editing and the book was recevied that way, we can't make changes to the interior of the book.

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Print File Creation

What documents do I need to provide for you to create a print ready file?

We need your formatted manuscript in Word .doc or .docx, and for you to select one of our print templates so that we can make your book print-ready.


Will I receive a copy of my book in print?

After creating the interior of the book for you, we’ll send you a print-ready PDF file of your Work. This file is thereafter yours to use for whatever you wish.


How long will it take for you to send me my print files?

You should expect up to two weeks from when we receive your manuscript to receive your formatted or converted book files, however we will endeavour, dependent upon workload, to get them to you sooner.


Where can my print files be used?

Anywhere you like. Once we've made them for you, they're ready to upload to any place that you want to sell or distribute your POD (print on demand) books.

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