Frequently asked questions
Below you will find answers to some of the most frequently asked questions by our customers. If you can't see your question below please browse the rest of the help section or contact us and we will be happy to help.
How do I claim my free gift?
If you are entitled to a free gift as part of a promotion we are running, it will automatically be added to your basket once you qualify. We will occasionally offer several free gifts for you to choose from. In this case, once you have qualified for the promotion, you will be presented with a page in the basket enabling you to make your selection.
What are your delivery charges?
We offer a range of delivery options for addresses in the UK, Republic of Ireland, Spain and overseas BFPO locations. As well as offering a reduced delivery rate for concessions, we also regularly release voucher codes for free or discounted delivery. For a full summary of our delivery charges, visit our delivery options & prices section.
What are Book Points?
Book Points are the Book People's way of rewarding our loyal customers. Earn Book Points on every book you buy from us, then redeem them for free books! Please visit our ordering section for further details.
What is a Points Passport and how do I get one?
Points Passport is a scheme which rewards our most loyal customers with even greater benefits. Collect a stamp every time you order, then when you have enough stamps your account will be upgraded and you will receive your Points Passport! Please visit our Points Passport section for further details.
How do I use promotion codes?
You must log in or register before you are able to use a promotion code. When you have done so, you are able to enter your code either in the basket or on the payment page. Please ensure that you have entered the code exactly as it appears on the offer letter or advertisement. Most promotion codes are advertised with an expiry date, so please ensure that the code is still valid. Some promotion codes cannot be used in conjunction with other promotions you have already claimed. If the code was accepted, but you are not seeing the promotion applied, please check the details of the promotion, as you may have to spend a certain amount before you are eligible for some delivery or free gift promotions. If you have found a promotion code on a discount code website, you may not have been given the correct qualifying information (e.g. the offer may only apply to certain products or over a specific total order value). Please visit our ordering section for further details.
How do I return items?
Call our Customer Service team between 8am to 8pm seven days a week on 0845 602 30 30 to obtain an authorisation number. Parcel your goods with the original documentation and write the authorisation number on the outside of the parcel. If it is a collection please leave as instructed. If returning in the post please obtain proof of postage. Please allow up to 21 days for a refund and 10 days for a replacement. Damaged or faulty books will be replaced immediately when you contact us. Please visit our policies section for further details.
What is your refund policy?
If you are not completely satisfied with your purchase, you may return it to us in its original condition for a complete and immediate refund, within 28 days of receipt. This refund will cover the initial cost of the items purchased and delivery, but not any delivery charges incurred by you on returning the product/s to us. If the item is damaged or we have supplied you with the incorrect product, our customer service team will arrange a replacement and for the item to be collected. If, after your order has been despatched, you wish to cancel the order because you no longer require the books, you will need to send the goods back to us at your own expense. When the goods are received back in good condition we will refund you for the goods and any postage you paid on your original order only. Authorisation to return goods must be obtained at all times. Our refund guarantee is in addition to your statutory rights and does not affect them in any way. Please visit our policies section for further details.
How can I track my order progress?
If you are logged in, you can check the progress of your order through your account pages. You can view and track all your orders here, including those placed over the phone or by post. Please visit our account section for further details.
I have forgotten my log in details - what do I do?
If you have an online account but cannot remember your password, follow the sign in/register link, enter your registered email address or account number and press 'continue'. Then use the 'forgotten password' link to receive a temporary password via email. When you sign in using this, you will be prompted to change it to something more memorable. If you have forgotten the email address you use to sign in to your Book People account, you can log in with your ten-digit customer number instead (found on the letter included with your mail order catalogue or on your delivery despatch note). If you don't know your customer number, please contact Customer Services, who will be able to provide you with your email address or customer number. Please visit the My account section for further details.
Why has my account been disabled?
If you have received an error whilst attempting to log in informing you that your account has been disabled, this may be because an incorrect password has been entered too many times when trying to log in. Your account may have been manually disabled by a member of our team due to a previous payment discrepancy or suspected third-party re-sale activity on the account. It is possible that you previously had more than one active account, which we have merged into one account, leaving the others disabled. If you would like to speak to a member of our team regarding your disabled account, please contact us. Please visit the My account section for further details.