Help - Policies

Website security

The Book People has taken all possible steps to secure your credit card details. We take the matter of internet security very seriously indeed. As a result we utilise a Secure Socket Layer (SSL) which encrypts the data stream between your browser and our server.

We sincerely hope that by taking these measures, we give you, the customer, increased peace of mind and confidence to shop online with the Book People.

Our privacy policy

The Book People are committed to protecting your privacy. We will only store, use and disclose the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and the Which? Web Trader Code of Practice. We collect information about you for 2 reasons: firstly, to process your order and contact you in case of queries and second, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. If you would prefer not to receive e-mails/mailings then please select the relevant option within Your Mailings once you have logged in to your account.

The information we will collect about you is:

your name
address
phone number
email address

We do not hold your credit/debit card information on our web-server and any personal information we do hold will be held securely in accordance with our internal security policy, the law and the Which? Web Trader Code. Also, provided that you inform us of any changes, the information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you inform us of any inaccuracies we will delete or correct them promptly. We will never collect sensitive information about you without your explicit consent. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. We also use cookies to store your personal information so that you do not need to re-register each time you place an order.

Your Consent
By submitting your information you consent to the use of that information as set out in this policy statement. If we change our policy we will post the changes on this page and we may place notices on other pages of the website to inform you about any change. Continued use of our service will signify that you agree to any such changes If you have any questions/comments about privacy, you should use the enquiry form to contact us and we will be happy to help you.

Our ordering policies

Our Order Cancellation Policy
You have the right to cancel your order any time before and up to seven working days starting from the day after your goods are delivered. We are unable to amend an order once it has been submitted, however it may be possible for us to cancel your order on your behalf prior to despatch. If your order has already been despatched when you choose to cancel, please see our Returns Policy below.

Our Returns 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.
• 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.

How to return

Three easy steps

1. Get in touch through our contact us section to obtain an authorisation number. Alternatively, you can call our Customer Service team 8am to 8pm seven days a week on 0845 602 30 30.

2. If your goods need returning please parcel them up with the original documentation and write the authorisation number on the outside of the parcel

3. 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.  Please allow 10 days for a replacement.  Damaged or faulty books will be replaced immediately when you contact us.

Our ordering restrictions on books
The Book People Ltd sells directly to the public only. We do not offer any books for third party re-sale. For this reason, there are restrictions on ordering. You cannot order more than 20 of the same book online. If you would like to make a purchase of more than 20 of the same title, please telephone our Order line on 0845 602 40 40 and an operator will review your order.

Book Point Terms & Conditions
You may only purchase one item per order using Book Points.
Some sale items or promotional items are not available to purchase using Book Points.
The maximum Book Points available on any book is 20.
We retain the right to amend Book Point values at any time.
Find out more about Book Points...

Terms and conditions

Conditions of use
USE OF THIS SITE SIGNIFIES YOUR AGREEMENT TO THE TERMS AND CONDITIONS OUTLINED BELOW.

Your Account

By using this website you accept all responsibility for maintaining the confidentiality of all account details, including password. This may involve restricting access to your computer to prevent unauthorised use of your account, as you will be held responsible for any activity that takes place under your registered account details.

Password confidentiality is of utmost importance, and you should take all necessary steps to ensure that your password remains private to you. Should you suspect that your password has become known, or is likely to become known to any other persons, you must inform us immediately.

By registering as an account holder, you agree that all details you provide remain both correct & true.

Most personal information can be amended via the ‘Account’ tab at the top of every page of our site. Should any difficulty occur whilst updating your details, you should contact us immediately.

The Book People Ltd may, at its sole discretion, refuse access to the site, withdraw accounts, and remove/edit content, at any time and without notice.

• Promotions
• Items redeemed with Book Points are excluded from any promotion unless otherwise stated.
• You cannot earn Book Points on selected promotional items.
• A promotion may be amended or withdrawn at any time.
• Free or discounted delivery promotions are only applied to Standard Delivery costs. Some areas may incur a surcharge.
• Free postage offers are only applied to orders with a payment value. Promotions and discounts that lead to a zero value basket will be charged at the standard rates.

Competition Terms & Conditions

• 1. No purchase necessary.
• 2. Promotions open to everyone (unless otherwise stated) in the UK and Eire, and closed to employees of the Promoter, and their families or anyone else connected with the promotions.
• 3. Closing date and details of prizes are as stated in relevant entry details. Entries must be received by the closing date given in the relevant entry details.
• 4. No cash alternative will be offered to prizes.
• 5.Where the prize comprises an event at a particular location travel expenses to and from that location are not included in the prize unless otherwise stated.
• 6. Only one entry per person per promotion.
• 7. Winners will be selected as set out in the relevant entry details. The decision of the Book People is final and no correspondence will be entered into.
• 8. Address for entry is the postal or e-mail address provided in the relevant entry details
• 9. Winners will be notified by the date provided in the relevant entry details.
• 10. For details of winners, send an S.A.E. marked 'TBP Competition Winners' to The Book People, Catteshall Manor, Catteshall Lane, Godalming GU7 1UU, at least one week after the winners notification date.
• 11. No responsibility will be taken for entries that are damaged, illegible, incomplete, and lost or delayed in the post or otherwise fail to reach the Promoter by the closing date. Entry forms will not be returned to entrants.
• 12. Entries will not be accepted via agents, third parties or in bulk. Any such entries will be invalid.
• 13. Competition winners may be required to take part in or co-operate with publicity.
• 14. By entering the Competition you agree that: i) your entry can be used by the Book People as they see fit. ii) your entry is original to you and not wholly or substantially copied from any other material.
• 15. The Promoter will only use entrants' personal information in connection with these promotions. All personal details will be destroyed once the winner has been announced.
• 16. It is a condition of entry that all entrants agree to be bound by these rules and are asked to retain a copy of these rules for any future reference.
• 17. For prize draws where a value of books is given as the prize, (e.g. ‘£200 worth of books’) please note that the value corresponds to the RRP price of these books and they will be selected from the Book People’s bestseller list. These prizes are non-returnable and cannot be exchanged.
• 18. The Book People reserves the right to remove prize draws or competitions at any time.
• 19. The Promoter is the Book People, Catteshall Manor, Catteshall Lane, Godalming, Surrey, GU7 1UU.

Site Content

We endeavour to keep all information on our site both current and accurate, however on occasion this is not always possible and cannot be guaranteed.

Please be aware that the functionality of our site may from time to time be affected or suspended temporarily whilst necessary repairs and updates are completed. We will make every effort to ensure these occasions are as brief and infrequent as possible.

Acknowledgment of your Order

Once your order has been submitted, we will notify you via email to confirm receipt of your order. If you do not receive this confirmation email within 12 hours, please call our Customer Services Team on 0845 602 30 30. Alternatively, complete our enquiry form.

Children

Some of our products are aimed at children, however these are not for purchase by children and must only be purchased by adults. Persons under the age of 18 may only use the site under supervision of a parent or guardian.

Here at the Book People we are opposed, on principle, to censorship, and on that basis will not rule out books that contain difficult topics or those that describe lifestyles at odds with our own. We endeavour to offer a wide choice of books, suitable to all readers, and will aim to accurately convey any potentially offensive content. However, we recommend that all purchases intended for children are thoroughly vetted by the parent/guardian before use with or by children.

Your Conduct
By using www.thebookpeople.co.uk or entering into correspondence with the Book People, you accept full responsibility for all data and electronic communications sent from your computer to us.

• This website must not be used for any of the following:
• Fraudulent purposes, or in connection with any unlawful activity
• To send, use or reuse any material that is offensive, abusive or indecent.
• To send, use or reuse any material that is in breach of copyright, confidence or privacy.
• To send or use correspondence containing or in the nature of viruses, chain letters, mass mailings or spam.

Copyright
All content on this site including text, graphics, logos, images, and software is the property of the Book People and its affiliates, and is protected by the UK & International copyright laws.

Governing Laws
These terms & conditions are governed in accordance with the laws of England & Wales.

Point Passport Terms & Conditions
The Points Passport card is issued by and remains the property of the Book People Ltd who may, at its sole discretion, refuse to issue or choose to withdraw the card at any time. We reserve the right to alter or amend the conditions of operation of the Points Passport scheme, or to terminate the scheme at any time without notice.

All members must be resident in mainland UK, the Channel Islands or the Isle of Man and be aged 18 years and over. Changes of address must be notified in writing to us.

Membership of the Points Passport is for one year and is renewable subject to the member fulfililng the qualification requirements. Membership of the scheme is not transferable.

Qualification for Points Passport membership may vary at the discretion of the Book People Ltd.

Points Passport membership is available to private individuals only. The scheme can not be used for any transaction where the beneficiary is a business.

All offers are subject to availability.

Some books or promotions are offered to Points Passport members as an exclusive preview and will therefore become available to all other customers at a later date.

Due to carrier restrictions, in some cases it may not be possible to offer Priority Delivery. The Book People Ltd will endeavour to offer a suitable alternative. Priority Delivery will deliver your books within two working days providing the order is received by midday and all the required titles are in stock.

Visit the Points Passport page to find out more, or call Customer Services on 0845 602 30 30. Your call may be monitored to check the quality of our service or for training, audit or security purposes.