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FAQs

FAQs (Frequently Asked Questions) quick links: 
Communications  |  Payment  |  Shipping  |  General Queries  |  Returns  |  Pre-Orders


Communications

How do I contact your customer services team?
The Customer Services team can be reached during office hours at:
Email  websales@agreatread.co.uk
Telephone  +44 1373 823451

How long will my order take to get to me?
Each book on the website has an estimated delivery time listed. If the book says 2-6 working days*, it means it is in our warehouse and we will ship it to you within that timeframe. If it says 6-10 working days*, we have to order it from the publisher which is why it takes a few days longer. If a title is listed as Awaiting Stock or Currently Unavailable, it usually means that we are expecting more stock from the publisher, but do not have a specific date from them.  

Why is my order taking so long to arrive?
If your order was listed as 2-6 working days* delivery and has taken longer than that, there is a chance that your order has been lost in the post. Unfortunately, this can happen occasionally, but if you get in touch with us we will do our best to rectify the situation. So we can help you quicker, please double check your delivery address - including your postcode - when you placed your order to double check that all the details were correct before contacting us.

I’m not sure my payment completed properly, did my order go through?
Occasionally an order can fail before completing. This is usually due to an Internet connectivity issue. If you are concerned that your order has not completed successfully, please contact Customer Services who will be able to check for you.

I paid but never received a confirmation email – what happened?
Please check your Junk email folders to make sure our email hasn’t been diverted there. If there are no emails there, please get in touch as there is always the possibility that your email address was entered incorrectly, or (more rarely) that something went wrong and our system failed to send out the usual notifications.

How do I stop getting your emails?
If you don’t want to receive our marketing emails, you can opt out by clicking the Unsubscribe option at the bottom of our emails. Alternatively, contact the Customer Service team who will be able to help.

How do I leave a review?
We have a Trustpilot page where you can leave a review: https://uk.trustpilot.com/review/www.agreatread.co.uk

* Working days are from Monday to Friday, and exclude weekends and UK bank holidays

Payment

Do I have to pay for my book before it’s shipped?
Yes. We ask everyone to pay for their order in full before we can process them.

Can I pay for my order when it’s delivered?
No. We ask everyone to pay for their order in full before we can process them.

Can I use American Express to pay for my order?
Yes – but only as a PayPal payment.

My payment failed several times – have you taken multiple payments?
It’s unlikely. What sometimes happens is that your bank will ring-fence the failed transactions which then show up as Pending on your account. They usually clear after a short period. If you’re concerned about this, contact Customer Services who will be able to help you.

Can I have a bulk discount?
We can sometimes arrange for a bulk discount. Contact Customer Services to find out what we can do for you.

 

Shipping

Do you do next-day delivery?
No, we are not able to offer next-day delivery.

Can you change the delivery address on my order?
We can only change a delivery address before your order is dispatched. If you want to change the address, please contact Customer Services as quickly as possible after placing the order so that we can help you.

Can I send it as a gift?
Yes, we can remove cost information and include a short message if you specify this at time of ordering.

Do you ship overseas?
Yes, we currently ship to the UK, the EU, the USA and Australia. Overseas orders incur additional postage charges.

I’ve received one of my books, where’s the rest of my order?
If we have part-shipped your order it is usually because not all of the titles you ordered are in stock, and we have split your order to minimise delay. As soon as the remaining items are available we will ship them out to you.

I ordered more than one copy of this book, but you only sent one. Where are the others?
It is possible that there has been a mistake in picking or packing your order, please contact Customer Services who will be able to help you.

 

General Queries

Do you stock limited editions/first editions/signed editions?
Limited editions are clearly identified on their website listing. We usually only have very limited quantities of these so please be aware that stock can run out. We cannot usually check whether a particular title is a first edition. We occasionally have stock of signed editions. Check our Twitter feed for up-to-date information on these.

Do you use plastic in your packaging?
Our books are packed in recyclable cardboard. If packing ‘peanuts’ are used, they are starch-based and also biodegradable.

Where are you based?
We are in Westbury, Wiltshire, in the UK.

Do you have a bricks & mortar shop?
No, we have warehouses and an office in Westbury, Wiltshire.

Will you be having a sale soon?
We often have sales, keep an eye on the website and our social media feeds for details.

Are your books new or second-hand?
All our stock is brand new.

Why are your books so cheap?
We are able to buy at good prices from the publishers, and we pass on those savings to our customers.

How do I reset my password?
To reset your password, click or tap on ‘Sign in’ at the top of any page of www.agreatread.co.uk. From the dropdown menu, click or tap on ‘Forgot your password?’ On the Reset Password page, type your email address in the box and click or tap RESET PASSWORD. (An email will automatically be sent to this email address.) When you receive the email, click or tap on the link to verify your email address. This will take you to the ‘Change Password’ page. On A Great Read’s ‘Change Your Password’ page, this time choose a new password, confirm it below and then click or tap CONTINUE. You’re done! You will now be able to sign in with your email address and new password. Important: Please remember to check your junk mail if you have not received the automated email within a few minutes.

 

Returns

Can I return my order?
You may return any item(s) for free if it is in new/unread condition, and within 14 days of receipt if you are in the UK. https://www.royalmail.com/track-my-return/create/1276 If you have received an incorrect, faulty or damaged item, please get in touch with Customer Services so that we can resolve the issue.

How much do returns cost?
Returns within the UK are free. We do not offer free returns for International customers.

I’m not happy with my book(s) – can I have a refund?
If you wish to return the book for a refund, you may do so for free if it is in new/unread condition, and within 14 days of receipt if you are in the UK. https://www.royalmail.com/track-my-return/create/1276

Schools & other institutions

I’m buying for a school – can I have a special price?
Our prices are already heavily discounted, but we are sometimes able to offer a bulk discount. Contact customer services to see what we can do.

I’m buying for a school; how do I order and pay?
Either order and pay online or contact customer services for more information.

 

Pre-Orders

Why does it say Pre-Order on the book I want?
Pre-orders are titles which are due to publish in the future. The publication date will be next to Pre-Order on the item listing.

Can you get a pre-order to me earlier than the publication date?
We are not usually able to ship pre-orders out prior to the publication date. Whenever possible we do so, but we cannot guarantee that you will receive your book on the release date.

Why is this book a pre-order when I’ve seen it for sale elsewhere?
Please check that the version you have seen for sale elsewhere is the same as the version you have ordered from us – is it a hardback and you are waiting for the paperback, for example?