Cancellation and Returns Policy

    Refunds and Returns- Printed Books, Stationery and Merchandise

    You have a statutory right to a refund on book, merchandise and stationery products if for any reason you are unhappy with these products purchased from The Great British Book Shop. You must notify us in writing within the ‘cooling off’ period of seven working days of receiving the goods, beginning the day after you receive the goods. You must return your purchase to us and are entitled to a refund of the purchase cost of the goods under the conditions below.

    You must notify us in writing, via your account page of your ‘cancellation’ of your order and return the goods to us within 21 working days of the delivery of your order. 

    Order Cancellation

    You will then be given a refund of the cost of your goods (and any original postage costs you incurred, if applicable), providing the goods returned are in their original condition and you have taken reasonable care of them whilst in your possession. By including a copy of the original receipt or delivery note this will speed up the processing of your return in our systems.  Any cost (return cost) incurred to post the goods back to us will not be refunded to you and is your sole responsibility.

    Where we have supplied a substitute product as the goods you originally ordered were unavailable, in such cases you will be refunded the cost of returning the goods on evidence of returned postage receipt.

    If we delivered the item to you in error or the item is damaged or defective then the cost of return will be met by us and must be accompanied by a return postage receipt.

    Refunds and Returns- eBooks and electronic product supplied via download

    Purchased eBook titles cannot be returned, refunded or exchanged. Please be aware that you lose your right to cancel your contract for these services during the cooling off period once we have commenced activation of the electronic download to your device.

    If you experience difficulties downloading your purchased eBook please contact our Customer Services team who will assist you. When purchasing electronic goods you should ensure that you have the appropriate hand held reader for the electronic format you have downloaded.  The Great British Book Shop accepts no liability for electronic product downloaded on to an incorrect device.

    To help with your return please see our FAQs:

    I wish to cancel my order, how do I do this?

    Should your order not have been despatched you may be able to cancel items from it. Simply go to your orders area within your account and any relevant orders which can be amended are clickable. Simply follow the instructions to do so. If the order has already been collated for despatch you will be unable to cancel it. In this case simply follow our instruction for returning your order following delivery.

    I have received my order and it is incorrect or damaged, what do I do?

    Firstly, you will need to notify us in writing, within 7 days of receipt, that there is a problem with the order you have received. You can do that by logging in to your account and viewing the order in which your concern relates to and selecting the ‘click to return an item’ button at the bottom of the screen. Simply select the items you wish to return or replace and fill in the form with your contact telephone number and reason for return or replacement and we will be in contact to help. We’re likely to replace any faulty or damaged items or shortfall in your order as soon as possible or alternatively offer you a refund should you prefer. For further information about our returns policy please take a look at our T & Cs.

    I want to return my order

    We have a no quibble cooling off period for the 7 days following the delivery of your order. Should you wish to return your order you will to notify us in writing during those 7 days and commence the returns process. You can do that by logging in to you account and viewing the order from which you which to return an item(s) and selecting the ‘click to return an item’ button at the bottom of the screen. Simply select the items you wish to return or replace and fill in the form with your contact telephone number and reason for return. You will then be directed to a page to print out, which contains your order details and barcode. Now follow the steps below:

    Step 1: Print out the order returns page

    The generated barcode below helps us to identify your returned item. If you have a query about your return, please quote your unique Returns Number which will displayed on the page. Print out the page and include it with your package.

    Step 2: Package up your items

    Put the print out of the page inside of your package. We can only accept returned books that are undamaged and in the original condition as received by you. For more information view our full Returns policy.

    Step 3: Post your package

    We recommend that you use a signed-for delivery service to ensure that we receive your return. Post back to:

    The Great British Book Shop
    9 Culley Court
    Orton Southgate
    PE2 6XD

    We’ll need the items back in their original packaging within 21 working days and will endeavour to refund your item(s) within 7 working days of receiving the good back. For further information please view our Returns Policy

    How long will it take to get my refund?

    This will depends on the circumstances regarding your order. We always endeavour to refund you as swiftly as possible, via your original payment method, normally within 7 working days of the refund confirmation and subject to statutory holidays. Should you be returning your order we will not process your refund until receiving the goods back.

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