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FREQUENTLY ASKED QUESTIONS

Q: Are your books second hand?

A: No, all our books are new.

Q: I received an email saying  - “Your payment failed, your order has not been paid for and cannot be dispatched/collected. Please contact us to arrange payment” – what shall I do?

A: A payment can fail for two reasons: either the card was declined because payment exceeded its balance or part of the information entered is incorrect.

In order to prevent fraud information is crosschecked: the post code has to match with the rest of your billing address, the three-digit (four-digit for Amex) security number on the back of your card must be entered correctly and, if your card is 3-D security enabled, you must enter the information required.

What you can do. You can place the order again, making sure you enter the correct information (check your billing address on a card statement), or you can call us and pay over the phone.


 

Q: What happens if an item is out of stock? When will I be refunded?

A: We are open seven days a week and process most orders on the same day. If an item is out of stock we can void your card transaction on the day of the purchase.

If the order was placed after closing time (7pm Monday-Saturday, 6pm on Sunday and most bank holidays), we won’t be able to void your card transaction, but this will “expire” within a few days and the funds will be returned to your account. This is the result of how payments are processed: after an order has been placed your money is kept “on hold” without being transferred to our bank account. Only if we can fulfil the order we'll transfer the money.


 

Q: How long will it take to receive my books?

A: Parcels under 2 kg are posted by Royal Mail second class and usually take 2-3 working days to be delivered.

Parcels heavier than 2 kg are posted using a courier (myHermes) and usually take 2-5 working days. You’ll be able to track your parcel online: https://www.myhermes.co.uk/


 

Q: I paid for first class postage, can you guarantee next day delivery?

A: We cannot guarantee next day delivery, although Royal Mail aims to deliver 93% of first class mail the following day. For more information:

http://www.royalmail.com/parcel-despatch-low/uk-delivery/1st-class-mail#faq-19350513-19350511


 

Q: I’d like to order several books. How much postage will you charge me?

A: Postage is calculated per item, depending on its weight (under 1 kg, 1-2 kg, over 2kg) and price (the higher the price of a book, the smaller the amount you’ll be charged for postage).

If you are ordering several books, you will be charged the sum of the individual postages. This can be a bit “crude” and, If we find that the total charge is more than the actual cost of postage and packing, we will adjust the charge accordingly when processing the order.


 

Q: Can I retun a book?

A: Bookcase London online offers a 30-day returns policy.  Where authorised, returned items must be in mint/resalable condition at Bookcase London’s discretion.  All returns require authorisation prior to returning, by emailing info@bookcaselondon.co.uk within 14 days of receiving your delivery, explaining why you are dissatisfied.  A full refund will be made once the goods have been returned, however the customer will be responsible for the return postage costs.


 

All returns should be securely wrapped and sent with the original packing slip and reason for return to:  Bookcase London, 268 Chiswick High Road, London W4 1PD.


Damaged, faulty or incorrectly supplied goods need to be reported within 5-7 days of receiving your order, to be investigated properly.  Where items cannot be replaced, a full refund will be made.


 

Bookcase London holds no responsibility to process or credit your account for any unauthorised returns.


All returns are accepted at the discretion of Bookcase London.