Customer Service

Customer Service


Shipping and ReturnsLoyalty CardsSigned BooksEvent Tickets

Shipping

We offer free shipping for orders over £60! Free shipping is 2nd class post, and excludes discounted bundles (eg. prize shortlists), book-group discounts and sale items.

Shipping within the UK is £4.75 for Royal Mail 2nd Class, and £5.75 for 1st class.

Standard shipping times are 3-5 days (in addition to 1-3 days processing time for online orders) for addresses within the UK, but this can vary. We will contact customers via email if any books ordered are subject to further delays.

For posting books outside the UK we use Royal Mail’s International Tracked service. For international delivery prices please contact us for a quote before buying.

Loyalty Cards

Pick up one of our Loyalty Cards next time you are in the bookshop.

10 points are given for every £1 spent on books or stationery. When the card reaches 1000 points (£100 spend), £5 will be credited for use on the next purchase.

Each card has a unique bar code linked to the customer’s name and email address on our system, so points can be added even if you don’t have your card with you.

  • Purchases of the following are excluded from the scheme: National Book Tokens, Bookshop Gift Cards, Book Subscriptions, Event Tickets (including book and ticket options), books purchased off-site (at events and literary festivals), café items, shipping charges and items where other discounts apply (e.g. Prizewinning bundles, Book Group discounts, web orders which qualify for free postage etc).
  • You will need to give us your Loyalty Card to scan along with any items you are purchasing, before payment is made.
  • Points can only be added at the time of a purchase and can never be applied retrospectively.
  • We will only issue one card per customer (do keep it safe!) but we can look you up on our system if you don’t have your card with you – it will just take a bit longer.
  • Your email will also be added to our list of recipients for our events and news email, which you can unsubscribe from at any time.
  • The cards are printed on recycled material and a clump of trees was planted with our order.

Returns Policy

We are happy to refund unwanted items ordered from our online shop on presentation of a valid receipt or dispatch note, provided they are returned within 28 days of purchase and in pristine condition.

For books bought in person from our high street shop, we are happy to offer a credit note if the book is returned in pristine condition within 28 days of purchase.

Signed Books

When we get books signed by authors we will categorise them on the online shop as “Signed”. We may also have unsigned copies of the same book. If you particularly want a signed copy please mention that in Order Notes so we can ensure we pick the correct version.

Event Tickets

We sometimes offer a limited number of tickets at the most economical prices so its best to book early to secure these. We are always trying to balance accessibility and affordability for our audiences alongside requirements from publishers for events they allow us to host to sell enough books for them to be worthwhile enterprises for their authors.

Event tickets are non-refundable unless an event is sold out and we are able to re-sell the tickets to people on a waiting list.

Unless specified, we cannot always guarantee that authors will be doing dedications, if you would like to know about a specific event please contact us.