We want your experience in dealing with us to be positive in every respect and so we detail below our promises to you.
We pride ourselves on a swift order turn round period. We aim to process and dispatch your order the day (working) it is received. If it is received by 4 pm there is a good chance it will be winging its way to you overnight. Orders received over a weekend or on a bank holiday will be dealt with on the next working day.
In the main because the price differential between Second and First Class post, once all the associated order Processing, Packing and Postage (PP&P) costs have been allowed for, is marginal we operate a single delivery service and that is Royal Mail First Class. However, at a certain count of books the weight of the consignment would push the cost of using the Royal Mail service into dizzying heights and at that point we reserve the right to use a carrier service offering a 48-hour delivery period. Our carrier of choice is Collect+ who will deliver to your front door or, if you prefer, to a local store for you to pick up at your convenience. If you want to make use of this service let us know when placing your order.
If for whatever reason we are unable to satisfy your order within 72 hours of you having sent it we will waive the PP&P charge by refunding it to you once the order has been processed and dispatched. Normally this will be by way of a PayPal transfer–you do not need a PayPal account to receive money this way.
If we are only able to part meet your order we will do so and put any undelivered books on back order. Your order will then take priority once stock has been replenished.
If we are struggling to satisfy your order (e.g. because we are out of stock and awaiting reprints) in a sensible time frame, say one week, we will contact you and let you know and await your instruction either to proceed with or cancel the order. Naturally we will refund you fully for any order not fulfilled.
We hope the system we have in place with EKM and PayPal makes it easy for you to shop with us. At Checkout there may seem a lot of questions, which we ask you to complete when placing your first order with us. On subsequent orders just identify yourself as a Returning Customer and skip all the questions unless, that is, something has changed with your details that impinges on us being able to send you your books.
If you prefer not to order online then please know we are happy to receive orders over the phone, by text (from pre-registered customers), by email or by post. As we do not have the means to take Credit/Debit card payments we will invoice you and ask that you pay by cheque or through online banking.
When Texting or emailing your orders feel free to use our book abbreviations if it will cut down on the amount you have to write, i.e. MFSO x 3, MF2a x 1 …
By Courteous we mean we will communicate with you if we have problems meeting your order and agree the way forward with you. We will freely share with you the data we hold on you (for details read our Data policy) and if you tell us of an error we will correct it immediately. Also, if you request us to remove your details from our computer we will do so immediately albeit we will retain a paper record of our business dealings with you for future reference and legal purpose.
We want you to be happy in every respect with the goods and service you purchase from us. Should we fall short in any way we ask that you let us know and give us a chance to rectify our shortcomings. Our attitude to you dealing with us is ‘if we were in your shoes and had received unacceptable goods and/or service how would we want our issue addressed and rectified.’ As you can read in our Returns policy if the books etc., received from us do not meet your expectations, were the wrong ones or simply no-longer required by you AND THEY HAVE NOT BEEN USED OR SOILED you can return them for a full non-quibble refund including your costs in returning the books etc., to us or replacements if that is what you want.
If having placed an order you decide you need to add to it then providing your second order is received immediately we will process the two orders as if they were one and refund you one of the two PP&P fees.
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