Customer Service | BBC Shop

<!DOCTYPE html> <html lang="en"> <head><script type="text/javascript" src="https://web-static.archive.org/_static/js/bundle-playback.js?v=7YQSqjSh" charset="utf-8"></script> <script type="text/javascript" src="https://web-static.archive.org/_static/js/wombat.js?v=txqj7nKC" charset="utf-8"></script> <script>window.RufflePlayer=window.RufflePlayer||{};window.RufflePlayer.config={"autoplay":"on","unmuteOverlay":"hidden"};</script> <script type="text/javascript" src="https://web-static.archive.org/_static/js/ruffle/ruffle.js"></script> <script type="text/javascript"> __wm.init("https://web.archive.org/web"); __wm.wombat("https://shop.bbc.com/customer-service/","20170606175523","https://web.archive.org/","web","https://web-static.archive.org/_static/", "1496771723"); </script> <link rel="stylesheet" type="text/css" href="https://web-static.archive.org/_static/css/banner-styles.css?v=p7PEIJWi" /> <link rel="stylesheet" type="text/css" href="https://web-static.archive.org/_static/css/iconochive.css?v=3PDvdIFv" />  <meta http-equiv="Content-Type" content="text/html; charset=utf-8"/> <title>Customer Service | BBC Shop</title> <meta name="viewport" content="width=device-width, initial-scale=1.0, maximum-scale=1.0, user-scalable=no"> <meta name="description" content="Shop bestselling DVDs, Blu-rays and merchandise direct from the BBC Shop. 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<div class="header-actions"> <div id="headerMenu" class="header-menu"> <ul class="megamenu"> <li class="megamenu-item megamenu-item-parent"> <div class="megamenu-trigger js-header-menu"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/new-to-the-shop.html/" class="megamenu-trigger-link"> New </a> </div> <div class="megamenu-content"> <div class="megamenu-center"> <div class="megamenu-sidebar"> <div class="megamenu-subtitle"> Featured products </div> <ul class="megamenu-products"> <li class="megamenu-product"> <div class="megamenu-product-ibox"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/call-the-midwife-season-6-20768.html" class="megamenu-product-ilink"> <img src="https://web.archive.org/web/20170606175523im_/https://shop.bbc.com/media/catalog/product/cache/2/thumbnail/95x/9df78eab33525d08d6e5fb8d27136e95/2/0/20768-ctm-s6-dvd.jpg" alt="Call the Midwife: Season 6"/> </a> </div> <div class="megamenu-product-entry"> <div class="megamenu-product-name"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/call-the-midwife-season-6-20768.html"> Call the Midwife: Season 6 </a> </div> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/call-the-midwife-season-6-20768.html" class="megamenu-product-details"> View Detail </a> </div> </li> <li class="megamenu-product"> <div class="megamenu-product-ibox"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/london-pottery-company-farmhouse-teapot-mint-white-spots-20777.html" class="megamenu-product-ilink"> <img src="https://web.archive.org/web/20170606175523im_/https://shop.bbc.com/media/catalog/product/cache/2/thumbnail/95x/9df78eab33525d08d6e5fb8d27136e95/2/0/20777-teapot-farmhouse-mint-white-spots.jpg" alt="London Pottery Company Farmhouse Teapot: Mint White Spots"/> </a> </div> <div class="megamenu-product-entry"> <div class="megamenu-product-name"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/london-pottery-company-farmhouse-teapot-mint-white-spots-20777.html"> London Pottery Company Farmhouse Teapot: Mint White Spots </a> </div> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/london-pottery-company-farmhouse-teapot-mint-white-spots-20777.html" class="megamenu-product-details"> View Detail </a> </div> </li> <li class="megamenu-product"> <div class="megamenu-product-ibox"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/antique-button-and-crystal-cluster-necklace-20802-20803.html" class="megamenu-product-ilink"> <img src="https://web.archive.org/web/20170606175523im_/https://shop.bbc.com/media/catalog/product/cache/2/thumbnail/95x/9df78eab33525d08d6e5fb8d27136e95/2/0/20802-irish-green-necklace.jpg" alt="Antique Button and Crystal Cluster Necklace"/> </a> </div> <div class="megamenu-product-entry"> <div class="megamenu-product-name"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/antique-button-and-crystal-cluster-necklace-20802-20803.html"> Antique Button and Crystal Cluster Necklace </a> </div> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/antique-button-and-crystal-cluster-necklace-20802-20803.html" class="megamenu-product-details"> View Detail </a> </div> </li> <li class="megamenu-product"> <div class="megamenu-product-ibox"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/the-great-british-bake-off-big-book-of-baking-20861.html" class="megamenu-product-ilink"> <img src="https://web.archive.org/web/20170606175523im_/https://shop.bbc.com/media/catalog/product/cache/2/thumbnail/95x/9df78eab33525d08d6e5fb8d27136e95/2/0/20861-the_great_british_bake_off_big_book_of_baking.jpg" alt="The Great British Bake Off: Big Book of Baking"/> </a> </div> <div class="megamenu-product-entry"> <div class="megamenu-product-name"> <a 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src="https://web.archive.org/web/20170606175523im_/https://shop.bbc.com/media/catalog/product/cache/2/thumbnail/95x/9df78eab33525d08d6e5fb8d27136e95/2/0/20778-ahoy-matey-doormat.jpg" alt="Ahoy, Matey Doormat"/> </a> </div> <div class="megamenu-product-entry"> <div class="megamenu-product-name"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/ahoy-matey-doormat.html"> Ahoy, Matey Doormat </a> </div> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/ahoy-matey-doormat.html" class="megamenu-product-details"> View Detail </a> </div> </li> <li class="megamenu-product"> <div class="megamenu-product-ibox"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/a-midsummer-night-s-dream-infinity-book-scarf-20837.html" class="megamenu-product-ilink"> <img 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js-additional-menu"> Company Menu </div> <div class="cms-menu-content"> <ul class="cms-menu-list"> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/about-magento-demo-store/"> About Us </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/contacts/"> Contact Us </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/customer-service/"> Customer Service </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://www.bbcworldwide.com/home/privacy/" target="_blank"> Privacy Policy </a> </li> </ul> </div> </div> </div> <div class="column large-9"> <div class="nosto_element" id="nosto-page-top"></div><div class="cms-content"><div class="page-title"> <h1>Customer Service</h1> </div> <ul class="disc"> <li><a href="#answer1">Shipping & Delivery</a></li> <li><a href="#answer2">Privacy & Security</a></li> <li><a href="#answer3">Returns & Replacements</a></li> <li><a href="#answer4">Ordering</a></li> <li><a href="#answer5">Payment, Pricing & Promotions</a></li> <li><a href="#answer6">Viewing Orders</a></li> <li><a href="#answer7">Updating Account Information</a></li> </ul> <dl><dt id="answer1">Shipping & Delivery</dt><dd> <div class="help-body page-category thickpad-left"> <p>BBC Shop bases its shipping charges on the total amount of your order. <br/>Please refer to the table below to review rates for orders within the United States and into Canada.</p> <table class="generic-table" style="width: 80%;" border="1px"> <thead> <tr><th>Merchandise Total</th><th>U.S. mail <br/>7-14 <br/>Business Days</th><th>U.S. FedEx <br/>2-Day Delivery <br/>2-Business Days</th></tr> </thead> <tbody> <tr> <td>0 to $24.99</td> <td>$5.99</td> <td>$12.99</td> </tr> <tr> <td>$25 - $49.99</td> <td>$7.99</td> <td>$13.99</td> </tr> <tr> <td>$50 - $74.99</td> <td>$9.99</td> <td>$15.99</td> </tr> <tr> <td>$75 - $99.99</td> <td>$11.99</td> <td>$21.99</td> </tr> <tr> <td>$100 - $149.99</td> <td>$13.99</td> <td>$23.99</td> </tr> <tr> <td>$150 - $199.99</td> <td rowspan="3"> <h2>FREE</h2> </td> <td>$25.99</td> </tr> <tr> <td>$200+</td> <td>$31.99</td> </tr> </tbody> </table> <table class="generic-table" style="width: 80%;" border="1px"> <thead> <tr><th>Merchandise Total</th><th>U.S. FedEx <br/>Overnight Delivery <br/>1 Business Day</th><th>CAN Standard mail <br/>7-14 <br/>Business Days</th></tr> </thead> <tbody> <tr> <td>0 - $24.99</td> <td>$21.99</td> <td>$15.99</td> </tr> <tr> <td>$25 - $49.99</td> <td>$23.99</td> <td>$17.99</td> </tr> <tr> <td>$50 - $74.99</td> <td>$26.99</td> <td>$21.99</td> </tr> <tr> <td>$75 - $99.99</td> <td>$30.99</td> <td>$24.99</td> </tr> <tr> <td>$100 - $149.99</td> <td>$35.99</td> <td>$27.99</td> </tr> <tr> <td>$150 - $199.99</td> <td>$38.99</td> <td rowspan="3"> <h2>FREE</h2> </td> </tr> <tr> <td>$200+</td> <td>$41.99</td> </tr> </tbody> </table> <p>Many <a href="https://web.archive.org/web/20170606175523/http://shop.bbc.com/shipping+delivery/items-requiring-special-handling/page/specialhandling">oversize items</a> will incur additional shipping charges. The customer is charged the base shipping (from chart above) plus the additional charges which are reflected in the item description and in your shopping cart.</p> </div> </dd><dt id="answer2">Privacy & Security</dt><dd>Please visit our <a title="Privacy Policy" href="https://web.archive.org/web/20170606175523/https://www.bbcworldwide.com/home/privacy/" target="_blank">Privacy Policy</a> for more information. <p> </p> </dd><dd></dd><dd></dd><dd></dd><dd></dd><dd></dd><dt id="answer3">Returns & Replacements</dt><dd>Your satisfaction is our top priority. If for any reason you are not completely satisfied with any product, simply return it within 30 days for a prompt refund or replacement. We consider it a privilege to serve you.If you are not satisfied for any reason or if your product arrives damaged, please return it in the original packaging, including your packing slip, to:</dd><dd></dd><dd>BBC Shop<br/>105 Commerce Drive<br/>Aston, PA 19014-3204</dd><dd></dd><dd>Please indicate your preference for an exchange or a refund on your packing slip. Shipping and handling charges are not refundable. We cannot accept C.O.D. packages. Most exchanges and returns are processed within two weeks of receipt.If you have a question about returns, please call 1-800-898-4921 for help 24-hours a day, 7-days a week.</dd><dd></dd><dd></dd><dt id="answer4">Ordering</dt><dd> <div class="help-body page-category thickpad-left"> <p>If you already know what you're looking for you can use the search box to find that product. Simply enter the 5-digit catalog number, the product title, or a keyword or two that will help the site identify what you're looking for. If you're not sure what you want, you can find products in other ways:</p> <p>Browse for items you're interested in. If you're not exactly sure what you're looking for, but would like to see more of what's available, you can browse our product selection by visiting any one of our departments. Each department will introduce our featured products as well as give you clear options for navigating to more specialized product groupings.</p> <p>Once you've found a product that you like, click on the title to display the Product Detail Page. Every product has its own page where you can get a full description and collection of details about the product. In some cases, we've provided additional information like fun facts about the products, plots summaries, cast lists, etc. Our job is to give you as much information as possible to help you make your decision.</p> <p>Placing an order with BBC Shop is easy. There is no need to create an account first because you will automatically create one when you place your first order. To place an order over the phone, simply call our 24/7 toll-free number, 1-800-898-4921 and a customer service representative will take your order. To place an order online simply follow these steps:</p> <p><strong>Enter a shipping address</strong> - Tell us where you would like to ship your order, and let us know if any of the items are to be gifts. (If so, you'll be given a chance to order gift-wrap and add a note.) If you are shipping to a post office box, please enter the words "PO BOX" before your box number to ensure that the order is delivered by the U.S. Postal Service. Some oversized items cannot be shipped to PO Box addresses. You will be alerted about these during the ordering process.</p> <p><strong>Select a shipping method</strong> - BBC Shop offers domestic shipping through the USPS and FedEx. The cost of shipping will depend on the total amount of your order. You will have 3 choices - standard shipping, 1-day shipping and 2-day shipping. For standard shipping, expect to receive your order 10-14 days after we receive it. Any "pre-order" items will not be shipped until their official release date (item release dates are located on the individual product pages and on the main shopping cart page). For 1-Day or 2-Day Shipping, all orders received by 12:00 p.m. EST, Monday through Friday, will ship on the same day. Orders received after 12:00 p.m. EST or on Saturday or Sunday will ship on the next business day. Note: Business Days are Monday through Friday, excluding holidays observed by the Post Office. BBC Shop can only ship products to US addresses.</p> <p><strong>Provide a Password and Payment Information</strong> - Choose a password for your account so that when you visit BBC Shop in the future, you can use the same shipping address and method of payment you provided during this first order. You will also be able to use your password to make changes to your order and account information. Make sure you write your password down somewhere so that you remember it the next time you place an order.</p> <p>Next, let us know how you would like to pay for your order. We accept American Express, Discover, MasterCard, Visa, or Visa Check Cards. If you're paying with a credit card, enter the number without spaces or dashes. Your credit card will not be charged until your order(s) has shipped.</p> <p><strong>Review and Submit Your Order</strong> - Check the accuracy all of the information you provided and make any necessary adjustments. When you are ready, click the "Place Your Order" button to submit your order.</p> <p><strong>Thank You</strong> - Your order is now complete. You may want to print the Thank You page, which summarizes your order information. We'll send you an email confirmation, to be followed by a shipping notification with tracking information.</p> <p><strong>Check Your Order Status</strong> - If you would like to review or change something about the order you placed before it enters the shipping process, contact customer service.</p> <p> </p> </div> </dd><dt id="answer5">Payment, Pricing and Promotions</dt><dd> <h4>Payment Methods We Accept</h4> <p><img alt="Visa, Mastercard, American Express, and Discover" src="https://web.archive.org/web/20170606175523im_/http://shop.bbc.com/content/ebiz/shop/page/paymentmethodsweaccept/credit-logos-sm.gif"/></p> <p><img alt="PayPal" src="https://web.archive.org/web/20170606175523im_/http://shop.bbc.com/content/ebiz/shop/page/paymentmethodsweaccept/logo-paypal.png"/></p> <p>We do not accept purchase orders.</p> <h4>Promotional Offers</h4> <p>Many promotional offers will be automatically applied during the checkout, but some require you to enter a promotion code at checkout. If you have a valid promotion code, simply enter it when prompted during the checkout process and it will be applied to your order. If the code does not work, it may have been entered incorrectly, or it may have expired. Some promotion codes cannot be combined with other promotion codes; please refer to the specific promotion for any restrictions.Prices and information are correct at time of sending and subject to change without notice. Prices exclude postage and handling. Discounts and savings refer to savings against Suggested Retail Price (SRP). Offer limited to stock on hand. BBC Shop reserves the right to change or cancel offers at any time</p> <h4>Sales Tax</h4> <p>BBC Shop is required by law to charge tax on orders to the following states: California, D.C., Florida, Georgia, Illinois, Louisiana, Maryland, Michigan, New York State, and Pennsylvania. The tax amount is calculated on the total purchase, including shipping and handling charges, and will be based on state and local sales tax rates for the shipping address.</p> </dd><dt id="answer6">Viewing Orders</dt><dd> <p>If you're a registered user, you can view information for all past and current orders from "My Account". To get here, click on the link for "My Account" at the top of the website. From here, click on "Order Information" and you will be taken to a page that displays all orders. Simply click on an order number to see the complete summary for that order.</p> </dd></dl><dl><dt id="answer7">Updating Account Information</dt><dd> <div class="main-header thickpad-left"> <h4 class="help-header">Add or Removing Yourself from our Email List</h4> </div> <div class="help-body page-category thickpad-left">Be the first to hear about new releases, deals, special offers and exclusives from BBC Shop and other offers and promotions from BBC Worldwide. To add yourself to our email list, please <a class="js-doDialog" title="Newsletter Signup" href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/customer/account/login/" data-dialogsize="small">click here</a> and complete the registration process or simply type your email address in the box at the newsletter signup at the bottom of this page and hit subscribe.To remove yourself from our email list, please click the "Unsubscribe" button at the foot of the next email you receive from BBC Shop, or <a title="Contact Us" href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/contacts/">Contact Us</a> and let us know you'd like to be removed. <div class="main-header thickpad-left"> <h4 class="help-header">Closing Your Account</h4> </div> <div class="help-body page-category thickpad-left"> <p>If for any reason you wish to close your account, please click on the <a title="Contact Us" href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/contacts/">Contact Us</a> link at the bottom of the website and send us an email with your request. We will hate to see you go, but we will promptly honor your request to be removed from the system.</p> <div class="main-header thickpad-left"> <h4 class="help-header">Editing, Adding or Deleting Addresses</h4> </div> <div class="help-body page-category thickpad-left"> <p>Every time you purchase an item, your billing and shipping address for that order will be stored in your Address Book, located in "Your Account." Conversely, you will be able to select an address from your Address Book each time you make a purchase. All registered users can store multiple unique addresses at a time. If you would like to edit, add or delete one of those addresses, simply to to Your Account, click on the link to your Address Book and use the links to edit or delete.</p> <div class="main-header thickpad-left"> <h4 class="help-header">Signing Out</h4> </div> <div class="help-body page-category thickpad-left"> <p>If you've signed in to to BBC Shop from an alternate computer, you can sign out by clicking on the "Sign Out" link below the search bar.</p> <div class="main-header thickpad-left"> <h4 class="help-header">Updating Your Email Address and Password</h4> </div> <div class="help-body page-category thickpad-left"> <p>From Your Account, click on the link to "Account Profile". From here you can update your email address and password.</p> <div class="main-header thickpad-left"> <h4 class="help-header">Using "My Account"</h4> </div> <div class="help-body page-category thickpad-left"> <p>"My Account" is the place where you can update personal information, view details realted to purchases and manage your wishlist. When you click on "My Account" from the top of the website, you'll be taken to a private area where you can see your Account Profile, Order Information, Address Book and Wishlist.</p> </div> </div> </div> </div> </div> </div> </dd></dl></div> <div class="nosto_element" id="nosto-page-footer"></div> </div> </div> </div> <div class="footer row-full"> <div class="row-fix"> <div class="row"> <div class="column medium-6 large-3"> <div class="footer-links"> <div class="footer-links-subtitle js-footer-menu">Company</div> <div class="footer-links-content"> <ul> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/about-magento-demo-store/"> About Us </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/contacts/"> Contact Us </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/customer-service/"> Customer Service </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://www.bbcworldwide.com/home/privacy/" target="_blank"> Privacy Policy </a> </li> </ul> </div> </div> </div> <div class="column medium-6 large-3"> <div class="footer-links"> <div class="footer-links-subtitle js-footer-menu">Quick Links</div> <div class="footer-links-content"> <ul> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/catalog/seo_sitemap/category/"> Site Map </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/catalogsearch/term/popular/"> Search Terms </a> </li> <li> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/catalogsearch/advanced/"> Advanced Search </a> </li> </ul> </div> </div> </div> <div class="footer-separator"></div> <div class="column medium-6 large-3"> <div class="footer-socials"> <div class="footer-socials-subtitle">Connect With Us</div> <ul> <li> <a class="footer-social-facebook" href="https://web.archive.org/web/20170606175523/http://www.facebook.com/BritainsBest" target="_blank"> </a> <a class="footer-social-link" href="https://web.archive.org/web/20170606175523/http://www.facebook.com/BritainsBest" target="_blank"> Facebook </a> </li> <li> <a class="footer-social-pinterest" href="https://web.archive.org/web/20170606175523/https://www.pinterest.com/britainsbest/holiday-preview/" target="_blank"> </a> <a class="footer-social-link" href="https://web.archive.org/web/20170606175523/https://www.pinterest.com/britainsbest/holiday-preview/" target="_blank"> Pinterest </a> </li> <li> <a class="footer-social-twitter" href="https://web.archive.org/web/20170606175523/https://twitter.com/BritainsBest" target="_blank">  </a> <a class="footer-social-link" href="https://web.archive.org/web/20170606175523/https://twitter.com/BritainsBest" target="_blank"> Twitter </a> </li> <li> <a class="footer-social-youtube" href="https://web.archive.org/web/20170606175523/https://www.youtube.com/user/BBC" target="_blank">  </a> <a class="footer-social-link" href="https://web.archive.org/web/20170606175523/https://www.youtube.com/user/BBC" target="_blank"> Youtube </a> </li> <li> <a class="footer-social-instagram" href="https://web.archive.org/web/20170606175523/http://www.instagram.com/doctorwhoshop" target="_blank"> </a> <a class="footer-social-link" href="https://web.archive.org/web/20170606175523/http://www.instagram.com/doctorwhoshop" target="_blank"> Instagram </a> </li> </ul> </div> </div> <div class="column medium-6 large-3"> <div class="newsletter-subscribe"> <div class="newsletter-subscribe-subtitle">Newsletter Signup</div> <form action="https://web.archive.org/web/20170606175523/https://shop.bbc.com/newsletter/subscriber/new/" method="post" id="newsletter-validate-detail"> <input name="email" type="text" id="newsletter" placeholder="Email Address" class="newsletter-subscribe-input required-entry validate-email"/> <button type="submit" class="newsletter-subscribe-button" title="Subscribe"> Subscribe </button> </form> <script type="text/javascript"> //<![CDATA[ var newsletterSubscriberFormDetail = new VarienForm('newsletter-validate-detail'); //]]> </script> </div> <div class="footer-switcher"> <a href="https://web.archive.org/web/20170606175523/https://shop.bbc.com/ca/?___store=en_ca" title="BBC Shop"> <img src="https://web.archive.org/web/20170606175523im_/https://shop.bbc.com/skin/frontend/enterprise/bbc/images/store_switcher/en_ca-disabled.jpg" alt="BBC Shop"> </a> <a href="#" class="current" title="BBC Shop"> <img src="https://web.archive.org/web/20170606175523im_/https://shop.bbc.com/skin/frontend/enterprise/bbc/images/store_switcher/en_us.jpg" alt="BBC Shop"> </a> </div> </div> <div class="footer-separator"></div> <div class="column copyright"><div align="center"> <img src="/web/20170606175523im_/https://shop.bbc.com/media/wysiwyg/homepage/bbc_ww_b2c_rgb_grad_l.jpg" alt="BBC Shop Logo" align="left"> © BBC Worldwide is a commercial company that is owned by the BBC (and just the BBC). 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