Delivery and Returns
Delivery & Returns
Everything you need to know about ordering and returning books
How long will my books take to arrive?
Orders placed for in-stock items and sent using standard delivery should arrive within 3 to 5 working days. Orders placed for in-stock items and sent using first-class delivery should arrive in 1 to 3 working days. You can find out more about the status of your order in the My Account section of the site or email us on firstname.lastname@example.org for a more detailed update. Please be aware that these are estimated timeframes and only apply to UK deliveries. For our Australian customers, if the book you order is in stock, we aim to get it to you within 4 to 6 working days. It's a long way to go, but we put the books on a fast plane. Orders with other international delivery addresses could take significantly longer to arrive. We can still get your book to you, but please see below for more information on orders being sent internationally.
I've ordered several books and one is out of stock or hasn't been published yet. How will this affect my order?
For UK customers, if you are ordering more than one title and any of your books are not immediately available for any reason, you will be given the option of choosing split or single delivery as you check out. If you choose split delivery, we will deliver each book as soon as it is available and you will receive more than one package. If you choose single delivery, we will wait until all of your books are available and send them in one package. Whichever option you choose, it won't affect the cost of the delivery method you have chosen. For orders outside of the UK, we can only ship all items in one package, however we will keep you fully updated with the status of your order by email. If you need any more information at any point, or would like to cancel an unavailable item, you are welcome to contact our customer services at any point.
How can I get free delivery on my order? (UK customers only)
In order to qualify for free UK delivery, you just need to spend £15 or more with us and place your order online. Please note that all orders placed with free delivery will be sent Royal Mail second-class. Orders with a value of £14.99 or less will incur a £1.99 delivery charge.
I need my order more quickly. How can I make that happen? (UK customers only)
Simple. Just select 'first class delivery' during the checkout process. A charge of £2.65 per order will apply to all deliveries sent first class, regardless of order value. If you are a UK customer and would like your books super-fast, please select courier delivery. Charged at £6.99, you will receive your books next day if ordered before 2pm. We can do next day delivery for orders place Monday – Thursday, and orders placed on a Friday for Monday delivery (but not for orders place at the weekend). If you order on a Saturday or Sunday, all available books will be dispatched on Monday for a Tuesday delivery.
What if I want to order over the phone?
We charge £1.99 for standard UK delivery on all orders placed over the phone, regardless of order value. We appreciate that this will cause disappointment for some customers but there are lots of extra costs associated with taking orders over the phone so we have decided to charge delivery on all phone orders to help us cover these and enable us to continue to offer a phone service for those who wish to order in this way.
Can my books be delivered outside the UK?
They certainly can. For deliveries within Europe (including Eire), we charge £3.95 per order, plus £1 for each additional book sent. For deliveries outside of Europe, the charge is £5.95 per order, plus £3 for each additional book.
There's information about expected delivery times to different parts of the world on the Royal Mail website . These timeframes apply to deliveries from the point of dispatch from our warehouse, which is usually around 24 hours from order confirmation for in-stock items.
My book hasn't arrived and I'm worried it's been lost in the post. How can I get help?
First of all, we'd recommend double-checking the My Account page of the site to make sure it's been dispatched without any problems and that the delivery address we have is correct. Please then get in touch with us on email@example.com or 0330 333 6846 and we'll do our best to find out what's happened and issue a replacement book if necessary.
I'd like to return a book I've ordered. How can I do that?
We offer a freepost returns service for books being returned for the following reasons:
1) Item arrived damaged
2) Item was faulty (for example, a book has pages missing or sections have been misprinted)
3) The wrong item was sent
If you need to return a book for any of the reasons above, then just give us a call on 0330 333 6846 and we will issue with a code that will enable you to return the item free of charge. For Australian, US and other international customers, you may prefer to email us on firstname.lastname@example.org. We can also arrange for a refund to be processed (including on any delivery fees paid) or a replacement to be sent. This applies to both UK and international orders.
Of course it's also fine to return items that just aren't to your taste but you will need to return the book to us at your cost in order to receive a refund. There's lots more information on the packing slip you receive with your order - please ensure that you enclose this when sending books back to us.
Please also be aware that when a book is returned for a refund, we will only refund any delivery costs paid by you up to the maximum amount of the least expensive delivery method we offer. So, if you chose to have your books sent by first-class post and then wish to return them for a refund, we will only refund you what it would have cost to send those books via our standard second-class service.