FAQs

YOUR ORDER

I haven’t received my order, where is it?

You can track your order. When you place an order we will create an account for you. Simply log in and click on ‘My Orders’ to track its progress.

Can I amend my order?

Unfortunately, not. If you do need to make a change to the billing address, delivery address, payment method or delivery method, it’s best to cancel your order and place it again with the new information added. You can return any unwanted items for a refund.

Can I cancel my order?

Yes – if your order hasn’t been dispatched yet. Check the ‘My Orders’ page of your account or look in your email inbox for a dispatch email, which will determine if your order has been sent or not.

If your order has not been dispatched, there will be an option in the ‘My Orders’ page of your account to cancel part or all of the order.

If your account lists the order as dispatched, or you’ve already received a dispatch email, we will be unable to cancel it.

What’s your returns policy?

Our returns period is within 7 days of receipt. Please return it in its original condition, along with the dispatch note.

The refund will be issued to your original payment method and will cover the cost of the item(s) you purchased, but not the cost of delivery incurred by you sending the item(s) back to us.

How do I arrange a refund or return?

You can post the item(s) back to the address printed on the delivery note received with your order.

I’ve received the wrong item(s)/only part of my order, what should I do?

It’s worth remembering that we send items as soon as stock is available, so you may receive your items in separate packages at different times. You can log into your account to track the progress of your items. If your items are being sent separately don’t worry, you will only pay one delivery charge.

If an item is missing that is listed on your delivery note, please contact us on contact@booktribe.co.uk

I’ve returned an order, when can I expect to receive a refund?

As soon as we have received the returned item(s), we aim to refund you within 10 working days. We’ll send you an email acknowledging the return and the total amount due to be refunded to you.

DELIVERY

How long will my order take to arrive?

This is dependent on the method of delivery you chose when you placed the order. The following times are estimates and are not guaranteed:

• 2nd Class: 3-5 working days*
• 1st Class: 2-3 working days
• International orders will vary depending on delivery address and postal option chosen

*Weekends and UK bank holidays are not classed as working days

How much does delivery cost?

This depends on the delivery method you’ve chosen. The following prices are estimated:

Do you deliver outside the UK?

At present we only deliver to UK addresses. We will be launching our International service soon so please checkback later.

ACCOUNT & PAYMENT

How do I create an account?

We will be automatically create an account for you when you place your first order, so simply follow the on-screen instructions. This will allow you to track your orders and delivery. Should you wish to create an account first without placing an order, click on the 'Become a Member' link at the top of the screen and follow the steps shown.

You can place an order as a guest without creating an account, but we strongly recommend creating one as your payment details, billing and delivery address will all be saved for quicker and easier checkout next time. It is also much easier to track your orders or cancel them if you have an account. 

I’ve forgotten my account login/password, what do I do?

If you have an online account but have forgotten your email address or password, follow these steps:

Forgotten password

Go to the account login section of the website and click on ‘Forgot Password?’, then follow the instructions to reset your password.

Forgotten email address

Please contact us on contact@booktribe.co.uk and provide us with as much information as possible, such as what items you ordered and the delivery address you chose, so we can track down the email address you used.

Alternatively, if you have another email address, it may be easier and quicker to set up a new account with us using an alternative email address.

What payment methods do you accept?

We accept all major credit and debit cards?

OTHER

How do I leave a book review?

We welcome book reviews as they are very helpful for both customers and us! Here’s how to post a review:

• Log in to your account or create one on our website.
• Either search for the book you want to review or find it via the ‘My Orders’ section of your account Orders page to find books you have already purchased.
• On the book detials page click on the reviews tab and fill in the ‘Add a Review’ section.

TIP: If you have written your review in Microsoft Word, Google Docs or another format (rather than directly into the text box on the screen), copy and paste your review to Notepad (or TextEdit on a Mac) then paste it into the review text box  – this will remove any formatting and corruption issues.

Reviews may take up to 72 hours to appear on our site.

My query isn’t listed here, who do I contact?

If you still need help, email us on contact@booktribe.co.uk; Please be aware that we are a small team but will do our very best to respond to you as quickly as we can.