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Frequently asked questions


Q. Which currencies and payment methods do you accept?
A. Currently we only accept orders in £ sterling – your PayPal account will be debited at the current conversion rate.

Q. When is payment taken?
A. Payment is usually taken at the time of the transaction.

Q. Why won't my payment go through?
A. Unfortunately there are cases when payments will not go through the system. Please ensure that all information that has been entered is correct. We do apologise for this but it is out of our hands and down to the payment process determined by the banking systems. Your order will not be processed until we receive payment, thus may result in your order being delayed.


Q. Where do you deliver?
A. We deliver to the majority of countries worldwide. If you do not see an option to deliver to your country when you are checking out, please contact us on 0044 1248 679395.

Q. Can I track my order?
A. Once your order has been despatched, you will receive an email confirming your order has been passed on to our carrier provider.

Please note that international orders cannot be tracked.

Q. Can I have my items delivered to an address other than my billing address?
A. You can have your package delivered to any mainland UK address free of charge with our Standard Delivery service. This is regardless of the billing address. Delivery overseas will be based on a per item charge and delivery destination. You can specify the delivery address on our checkout page. If the delivery destination is not available, call us on 0044 1248 679395.

Q. Are there any areas in the UK that you do not deliver to?
A. We deliver to all of mainland UK including the Highlands and Islands such as the Isle of Man and the Isles of Scilly. Some outlying areas of the UK may require an extra working day for delivery.

Q. On what days do you deliver?
A. Most of the year we deliver Monday to Friday, this may include weekends during Christmas periods but is dependent upon the carrier. Overseas orders may vary according to the local delivery service.

Q. How do I know if my goods have been lost in transit?
A. If you have not received your goods within the agreed time frame, please let us know. We will investigate this with our carrier. There will be a given timescale dependent upon delivery destination on placing order.


Q. How do I return an item by post?
A. If for any reason you need to return your books, please follow the steps as laid out on the Marketplace or on the despatch note included with your order. Please call our Customer Services team on 0345 602 3030 (UK customers) or 0044 1248 679395 (international customers).

The return of damaged or faulty items will be arranged by our Customer Services team. Photographic evidence may be requested via email before we replace or compensate for damaged/ faulty goods.

Q. When will you refund my money?
A. Refunds will be applied on the return of your goods. Please contact our Customer Services team for authorisation of return and receive proof of postage from the post office when returning items (this is necessary in case your order is lost on its return). There are full details of our returns policy on your despatch note.

Your refund will be processed back through PayPal once the item is returned.

Q. Can I still claim a refund if I have lost my delivery note?
A. Your delivery note is your proof of purchase, please keep this safe. In the event of losing this, please contact our Customer Services team on 0345 602 3030 (UK customers) or 0044 1248 679395 (international customers).

Q. I have received my refund but not the delivery charge
A. Delivery charges are only refundable if you have cancelled your entire order within the 7-day ‘right to cancel’ period, or where the goods are faulty and a refund is made. The cost of returning the item to us is your responsibility. Please obtain proof of postage. Where requested by our Customer Services team, photographic evidence may be required.