Our Policies

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 30 days of receipt. This refund will cover the initial cost of the items purchased and delivery if returning the whole order, 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 Services team will arrange a replacement or refund for the goods to be returned free of charge. 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 damaged/incorrect 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 your goods:

  1. If you're not satisfied with your purchase, please get in touch via the Contact us section or call 0345 602 3030 to obtain a returns authorisation number (RMA).Then simply complete the returns form on the back of your despatch note and return the item to us. A refund will be processed upon receipt of the parcel in our Returns Department. If your item is damaged or faulty, please email tbpsales@thebookpeople.co.uk with a photograph of the damage, your address details, any account/order details you may have and your preferred resolution (replacement or refund).
  2. If you've received an incorrect item, please let us know using our online Enquiry Form or Live Chat TODO service and our Customer Services team will organise a replacement order for you if necessary. Alternatively, you can call our Customer Services team between Monday to Saturday on 0345 602 3030 for advice. Please allow up to 21 days for a refund. Please allow up to 10 days for a replacement. Damaged or faulty books will be replaced/refunded immediately when you contact us with the required photographic evidence.

International Returns policy

Customers within the EU, please refer to the standard Returns Policy above

For all other International orders, please read our International Returns and Cancellation Policies.

Cancellation Policy

You have the statutory right to cancel your order for any reason within 14 days beginning with the day you receive the item (or last item if your order has arrived in more than one delivery) This right of cancellation shall not persist if sealed DVD or Audiobook packages that have been delivered have been unsealed. To exercise your cancellation right please follow the instructions on how to return an order. When the goods that formed the cancelled order are received back in good condition we will refund you for the goods and any postage you paid on your original order only. Notification to return cancelled orders must be obtained at all times.

*Some of the books and promotions offered on the website are only available online. Therefore, you will be unable to purchase internet-only titles or take advantage of online-exclusive promotions through the phone or post.

Phone & fax numbers / opening times

Order line *

 Tel: 0345 602 4040
 Fax: 0345 606 4242

International *

 Tel: 0044 1248 679 395
 Fax: 0044 1248 673 257

Customer Services *

UK:  Tel:  0345 602 3030
International:  Tel:  0044 1248 679 395

Opening times

Order line:
Monday to Friday - 9am to 8pm
Saturday - 9am to 6pm
Sunday - Closed
(Closed Bank Holidays)

Customer Services:
Monday to Friday - 9am to 6pm
Saturday - 9am to 6pm
Sunday - Closed
(Closed Bank Holidays)

Postal address

Order by post

To order books by post, please fill out an order form and send it to the address below enclosing payment via cheque, postal order or debit/credit card.*

The Book People Ltd
Mail Order Dept
Parc Menai
Bangor
LL57 4FB

Primary school orders

If you are a UK primary school looking to order from our school catalogue, please fill out the downloadable primary school order form and send it to us via email, post or fax, enclosing payment via cheque, postal order or credit/debit card*

Email address: invoice.orders@thebookpeople.co.uk

The Book People Ltd
Mail Order Dept
Parc Menai
Bangor
LL57 4FB

Fax number: 0345 606 4242

*Please note: when paying using your School Account's credit facility, you will be required to attach school headed paper to your order form, referencing your Purchase Order number where applicable.

Enquiries & comments

If you would like to contact our Customer Services team by post, please send your questions and comments to the following address:

The Book People Ltd
Customer Services Dept
Parc Menai
Bangor
LL57 4FB

Press enquiries

Media address

Members of the press and media can contact The Book People with all enquiries and requests using our Enquiry Form or by sending a letter to the postal address below:

The Book People Ltd
Press Enquiries
Salisbury House
Weyside Park
Catteshall Lane
Godalming
Surrey
GU7 1XE