up to 75% off publishers’ prices

FAQs

How do I order?

You can order on our website by adding items to your basket and checking out, or you can use our online Easy Order Form. You can also call our Order Team on 01626 897100, where we will be happy to process your order and assist you in any way we can. Alternatively, you can use the postal form enclosed in our monthly catalogue.

If you would like to receive a copy of our latest catalogue, please click here

Where can I view my previous orders?

If you have set up an online account using your email address and password, you can view your previous order and transaction history by clicking My Account at the top of the page.

If you do not have an online account and need some information on a previous order you have placed with us, please give our Customer Services Team a call on 01626 897123 (8am-6.30pm, Monday-Friday) and they will be able to review your order history with you.

How do I track my order?

When you place your order with us, you will receive an email/SMS confirming when your order has been despatched. Despatched means that your goods have been picked and packed at our warehouse and are now on their way to the courier.

In this email/SMS, you will be provided with a link through which you can track the progress of your order. The same link will be provided in an email/SMS from the courier when they have logged your package onto one of their delivery routes. 

If you have any trouble tracking your order through one of the above channels, our Customer Services Team are on hand. To see which is the best contact option for you, please visit our Contact Us page.

My order has not arrived, what should I do?

First check your tracking information via the links sent by email/SMS. This should indicate where your parcel is and whether it is still out for delivery.

If your tracking is not working or it is showing as delivered but you have not received your order, please give our Customer Services Team a call on 01626 897123 (8am-6.30pm, Monday-Friday) and they will contact the courier to find out where your parcel is and when it will be delivered.

For what reasons can I return an order and how do I do it?

Change of mind

If you have changed your mind and an item is no longer required, you can return your book or product for a full refund within 15 days of the date you received your order. Please be advised that we cannot currently exchange items. However, we can offer replacements if necessary. We are unable to offer a free returns service.

You can arrange returns by calling our Customer Services Team on 01626 897123 or emailing help@psbooks.co.uk

For a refund, the item(s) need to be returned:
• in the original undamaged condition (ideally in the original packaging)
• within 15 days of the day you received them
• with a copy of your original delivery note (enclosed with your parcel)*
• to our Head Office at: Postscript Returns Office, 6 Battle Road, Heathfield, Newton Abbot, Devon, TQ12 6RY**

* If you no longer have your delivery note, please ensure that you include a note in the parcel with details of your name, address and order number. Failure to include these details may result in your return remaining unprocessed.

** Please ensure you obtain proof of posting. We recommend using a registered mail service that includes insurance, as we cannot give you a refund if we do not receive the book, or if it becomes damaged in transit.

Damaged/faulty or incorrect items

If your product(s) has arrived damaged/faulty, or if we have sent you the wrong product(s), please Contact Us via your preferred method, including your order number and details of the concern. If you are emailing us or contacting us via our online contact form, please provide any images to support your concerns.

Please do not return your damaged or incorrect item(s) until you have received a response from Customer Services acknowledging your concerns.

 

How will I be refunded?

Postscript Books Ltd will refund the returned item(s) upon receipt, via the same method that you used to make your purchase.
Please be aware that refunds can take up to 30 days to appear on your statement.

Which methods of payment do you accept?

We accept payments by
• Visa debit/credit card
• Mastercard
• Apple Pay
• Google Pay
• PayPal
• American Express

I have not received an order confirmation; do you have my order?

If you have not received your order confirmation email, please check the junk folder of your email account. Sometimes notifications can be filtered by your email provider. If you find it here, then set us as a preferred contact and all future emails will go straight to your main inbox.

If you have ordered online, you should see the order in My Account. If it does not appear here within an hour, then your order has not been processed successfully and we recommend you try again.

For further support
• give our Customer Services Team a call on 01626 897123
• drop us a message on our convenient Live Chat
• or email us at help@psbooks.co.uk

Are your books and other products new?

All our products are new, and most are in superb condition. Where there is a slight blemish or imperfection to a product, it will be clearly identified as ‘slightly off-mint’ or ‘off-mint’ at the end of the product description. The condition also appears on the product page.

Condition guidelines

New
Item is brand-new, unused and unread. The dust jacket and original protective wrapping, if applicable, are intact. Any additional materials, such as fold-out maps or audio CDs, are unblemished and in full working order.

Slightly off-mint - Like New
Item may have any of the following: a felt-tip mark on the upper- or lower-trimmed edge; minor cosmetic defects (marks, bends) on the cover, spine or pages; pages starting to show signs of sun damage.

Off-mint - Acceptable
Item may have any of the following: no jacket, spine showing signs of wear; more noticeable cosmetic defects (marks, bends, cuts, crushes) on the cover, spine or pages; signs of sun damage.

How can you offer such great prices?

Thanks to our long-standing relationships with hundreds of publishers. Many of our books are overstocks and backlist titles, and all the recently published titles and Postscript Collections are purchased in a way that ensures we can continue to offer you our exceptional prices.

Can I be notified when a product is back in stock?

Yes. If you have an online account you can log in, go to the title that is out of stock and click 'Notify me'. Alternatively, if you place an order over the phone or by post and an item is currently unavailable, our system will automatically register your interest. When the title comes back in stock, a member of our Customer Services Team will contact you to see if you are still interested in purchasing the title.

Why do you have out of stock items on your website? 

Our books can go out of stock when they are in an active catalogue and we cannot take them off our website until the catalogue campaign has ended. Many of our books are end-of-line and stock can be limited, but we always try to restock popular titles. When we succeed, those books will appear on our Back by Popular Demand page which you can access via our Homepage

My Postscript Account

How do I create a Postscript Books account?

You will first need to click on My Account at the top of the Homepage. You will then need to complete the ‘Register’ section on the right-hand side of the screen.

Once you have filled in your personal details and chosen a password for your account, you will just need to click ‘Create Account’.

What can I see and do in ‘My Account’?
When you have set up your account, you will be able to:

• View your Order and Transaction History, and reorder options in 'My Orders'
• Make changes to your personal details, password, and preferences in 'Password/Preferences'
• Create and view Wishlists for yourself and others
• Refer a Friend and start receiving 20% off your next order each time a friend makes their first purchase 

How much credit do I have on my account?

If you think you may have credit you can check your balance in your ‘My Account’ section online. You can use your credit as part of full payment against your next order. Your available credit will appear on the Payment page. Alternatively, you can contact our Customer Services Team:

• by calling 01626 897123 (8am-6.30pm, Monday-Friday)
• or by emailing help@psbooks.co.uk

How do I change my password?

• Click on My Account at the top of the website’s homepage
• Select ‘Forgotten Password’, which is located next to the ‘Sign in’ button where you would normally enter your email address and password
• Enter the email address you used when you opened your account and click ‘Send’
• You will receive an email with a link to reset your password. Follow the instructions on the link to set up a new memorable word of your choice.
• When you have had confirmation that your password has been changed successfully, you can access your account using this new information.

I am having trouble changing my password

If you have followed the steps required to change your password and are still having problems logging in, you will need to contact our Customer Services Team:
• via our easy Live Chat support tool on the website
• by calling 01626 897123 (8am-6.30pm, Monday-Friday)
• by emailing help@psbooks.co.uk

How do I close my account?

If you would like to close your account, please contact our Customer Services Team:
• telephone: 01626 897123 (8am-6.30pm, Monday-Friday)
• email: help@psbooks.co.uk

How do I close an account as a 3rd party?

If you would like to close an account for a family member or loved one, please contact our Customer Services Team:
• telephone: 01626 897123 (8am-6.30pm, Monday-Friday)
• email: help@psbooks.co.uk

 

Shipping and Delivery

What delivery options are available?

We have two UK delivery options available when you order online or by phone:

• Delivery Address – delivery to an address of your choice

• Collect Your Order – select your local Shop and collect your order at a time to suit you

Single item order‭: ‬£2.00
Multiple item order‭: ‬£3.00*
Next day‭ - ‬all orders‭: ‬£6.00

Standard delivery‭: ‬3-5‭ ‬working days‭ (‬Highlands and Islands 5-7‭ ‬working days‭)‬
Next day delivery‭: ‬All UK excluding Highlands and Islands. Occassionally, and usually due to poor weather conditions, there may be some postcodes where Next Business Day is temporarily unavailable.
Next day‭ - ‬all orders‭: ‬£6.00 Click and Collect options available

*All book sets and collections are included in this rate

Who will be delivering my order?

All our parcels are delivered in the UK by Evri (formerly Hermes).

Do you offer international delivery?

We are currently offering shipment of orders to all EU countries excluding Cyprus and Malta. We would recommend allowing 15 days for your items to reach their destination based on current customs waiting times.

What charges can I expect for my overseas order?

VAT
We aim to make overseas delivery as simple and cost effective as possible for our customers. Our prices are therefore set inclusive of VAT so that our customers do not have to pay additional import VAT to receive their goods on orders that are less than £120 (excl. p&p).

Import Duty for EU Countries
Any overseas orders that exceed £120 (excl. p&p) are likely to be liable for import duties and VAT at the point of import into the EU country. Postscript Books has no control over these charges for import clearance for orders. If you are placing a large overseas order, you can contact our Customer Services Team for support: 

• by calling 01626 897123 (8am-6.30pm, Monday-Friday)
• or by emailing help@psbooks.co.uk

Overseas Delivery Charges
Delivery costs for orders outside of the UK are based on product weight and country of destination. You can use the 'Shipping Calculator' in the 'Order Summary' section of the 'Basket' to estimate delivery costs. You can also see the weight of each product in the 'Basket', making it easy to see which titles may be causing high overseas delivery costs. Please note that the total order weight shows on the Payment page. If you are ordering by phone, our team will be able to let you know the delivery charge.

Overseas Estimated Delivery Times
EU delivery is estimated at 5–9 working days, but due to current global circumstances we ask that customers allow up to 15 days for delivery.

Are any EU countries exempt from delivery at present?
Yes, Malta and Cyprus. Our relaunch of overseas delivery is being phased so that we can ensure our books are delivered on time. 

When will delivery to USA/Canada and rest of the world be reinstated?
Due to current global circumstances we are not yet able to predict when this service will be reliable enough to meet our standards. We review the situation regularly and always seek to make our delivery prices and times as reasonable for our customers as possible.

Who can I contact regarding Evri's (formerly Hermes) UK delivery service?
If you have received poor service from an Evri delivery driver and you would like your feedback passed on to support their driver training, please let our Customer Services Team know via your preferred channel at Contact Us. We will take on your feedback and ensure that it is directed to the relevant department within EVRi to support the improvement of their services.

If you would like to contact Evri direct, you can do so via the following contact information:

Evri Customer Services:
Telephone – 0330 333 6566

Can I split my order over multiple addresses?

We are currently unable to send different parts of the same order to multiple addresses.

My delivery hasn’t arrived - what do I do?

First check your tracking information via the links sent by email/SMS. This should indicate where your parcel is and whether it is still out for delivery.

If your tracking is not working or it is showing as delivered but you have not received your order, please give our Customer Services Team a call on 01626 897123 (8am-6.30pm, Monday-Friday) and they will contact the courier to find out where your parcel is and when it will be delivered.

Data Protection and Security


How will you use my data?

Why we collect your personal information

We use the information for the following purposes:
• to process your order, collect payment and keep you informed of delivery progress in case of query, and for our record keeping
• to manage the website, personalize it to you, and detect fraud or website abuse
• to maintain your contact preferences
• for conducting customer satisfaction surveys and responding to your website visits
• to understand your buying preferences so that we can offer the products that we feel may interest you personally
• to send you direct marketing communications which we believe may be of interest to you, including our latest purchases and offers
• to send you regular email newsletters and notifications, if requested by you, all of which contain an unsubscribe link that you can use to be taken off the emailing list immediately
• we use both your purchasing history and website tracking programmes to establish which of our offers and information will be most relevant to you, and which may qualify as profiling under Data Protection legislation
• to call you back after you have telephoned us
• to contact you if you have started an order on the website but left the basket before completion, to find out if we can assist you


How we share your information

Your information will be passed to and used by the following third parties who help us deliver our services:
• credit card companies, PayPal, Apple Pay and Google Pay to process your payments for your orders
• designated courier companies who will deliver your order to you
• a mailing company so that we can send you postal mailings, where your name and address only will be provided to them
• service providers that manage combined data on behalf of UK retailers, including ourselves, who are active in the clothing, collectables, food and wine, gardening, entertainment, health and beauty, and household goods categories. The retailers share information on the type of goods bought, and the service providers analyse the combined information to help us better understand our customers’ wider buying patterns. From this information, we can tailor our communications, sending you suitable offers of interest based on what you have bought in the past.
• independent survey companies to invite your views on the quality of our service so we can improve our offering to you

These third parties comply strictly with our instructions and data protection laws and we put in place appropriate controls through contracts and ongoing monitoring to ensure they are complying with our policies and procedures. Your email address and phone number are never shared with any third parties other than those listed above. We will keep your personal data within Postscript and our trusted third parties except where disclosure is required by law, for example to government bodies and law enforcement agencies.

For how long is my data stored?

We will not keep your personal data for any longer than is necessary. Where your information is no longer required or is no longer relevant, we will ensure it is disposed of securely.

Our customers are committed readers and remain loyal to us over many years. To continue to keep you informed of our range of new titles and services, we have decided to keep customer data for 15 years following the date of the latest purchase.

Where necessary, we will keep your personal data for as long as required to do so by law; and where required to establish, exercise or defend our legal rights.

To make sure that you do not receive marketing from us after you have told us to stop sending it, we need to keep a record of that instruction with your contact details. We will hold that information until you tell us otherwise.


How do I request for my data to be removed?

If you would like your data to be removed from Postscript’s systems, please email our Customer Services Team at help@psbooks.co.uk. You must include the following information so that we can verify who you are and what needs to be removed from our systems.

• Your Postscript customer number
• Your full name
• Your full address

Please be aware that once your data has been removed, you will no longer be able to place orders with us on your account.


Do you store my card details once I have placed an order?

Payment details, including debit and credit card details, are encrypted after your order is processed and are not stored on our system.

General


What are your opening hours?

Order Line: 01626 897100, 8am–8pm, 7 days

Customer Services: 01626 897123, 8am–6.30pm, Monday–Friday; or email help@psbooks.co.uk

Live Chat: 8am–8pm, 7 days


Can I send my order as a gift?

We have a 'Gift Options' section at Checkout, which is located below the address details. The message you enter will appear on the despatch note with the order. The despatch note will not show any financial details but will state who the gift is from and to.


I have an offer code; how do I use it?

To use an Offer Code, create your order, go to 'Basket', and enter your Offer Code in the 'Enter Offer Code' box above the 'Secure Checkout' button. The box is also available later in the 'Order Summary' at the Payment stage of Checkout.

I am a school, college, university, library or other institution; how do I apply for terms?

If you are a school, library or institution, you may be entitled to a discount with Postscript, and/or to have credit terms on your account. Click here to complete an application form and we will contact you shortly.