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Help

1. The Basics

1.1. How to contact us?

The most convenient way to contact us is either through the online contact form or by sending an email directly to help@ibiidi.com, please state your full name, your enquiry and/or your order number. We will endeavour to respond to your enquiry within 24 hours, however at busier times this may take longer.

1.2. How to register an account?

To register an account, please click the My Account link at the top of the website homepage, you will be directed to the create account / login page . Click on the create account link and fill in the required details. To create an account you will have to enter your name, your personal email address and a password of at least 6 characters and/or digits. A confirmation email will then be sent to the email address you provided.

1.3. How to place an order?

When you find a book that you are interested in, you can either add it to My Basket if you want to order it right away or add it to My Wishlist if you want to come back to it later. In order to place an order you have to log in or register an account if you are not yet registered. Click My Basket to review all items and specify the quantity then click on Check Out. The check out page allows you to add/choose the shipping address and securely pay for your order. Once we have successfully processed the payments, you will receive an order confirmation email which will include all of your order’s details. A further shipping confirmation email will be sent once we have dispatched your items.

1.4. How to change/cancel an order?

You can cancel your order after placing it, as long as it has not yet been processed for shipping. If shipped, you can cancel it via the online cancelation form. You have the right to cancel any order within 21 days after receiving it, provided that you return it within 14 days from requesting the cancelation. Kindly note that we won’t be responsible for refunding the return postage fees unless the item(s) you received were damaged or incorrect. Once we receive your returned item(s), assuming they are received in mint condition, we will refund you, in full, the price of the item(s) provided. We also recommend that you review the items in your basket thoroughly before confirming your order as we don’t swap items. If you no longer want any of the item(s) in your order, you can either cancel it if it has not yet shipped or return it if it has already been shipped and place a new order for the required item.

1.5. How long does delivery take?

We process all orders within one business day. Please note that delivery estimates are shown above the Add to Basket button on each and every book detail page. Some items may require additional processing time depending on where they are stored or sourced from. Delivery time is calculated in business days from the date of shipment and based on the destination country. Before placing your order, please make sure your country is among the countries we ship to. Kindly note that we may ship items from your order separately in multiple packages as items may be sourced from different suppliers. During our beta launch, we are ONLY able to deliver to addresses in the United Kingdom, Australia and United Arab Emirates. We're sorry if your country isn't on the list, we review the list of countries we ship to regularly with a view to expanding these where possible. For more details on the delivery times please refer to 7.2 Countries we ship to.. 

1.6. Search for a book

We have developed our search engine to help you find the books you are after quickly. Quick Search To find the item you need you may use the quick search form at the top of every page of our website.

Advanced Search 
You can also use the advanced search feature which allows you to refine your search based on a number of criteria. Click the link below the quick search form at the top of every page of our website and you will be redirected to the advanced search page where you can search by Title, Author, Publisher and ISBN in any combination.

Browse Subject Categories 
You may also browse through the subject categories, which provides an organised way to find books of interest, this is also a good way to discover new titles you may not be aware of in your favorite subject category. Each category page shows a list of sub-categories as well as a list of books classified under the current selected category.

1.7. What is ibiidi’s complaints procedure?

Our aim is to offer the best service possible, however from time to time things may go wrong. We will do our best to resolve any complaint as soon as possible and recommend you contact Customer Services as soon as you can by sending an email to help@ibiidi.com. We will endeavor to respond within 2 business days (24 hours maximum), however during busy times this may take a little longer. We consider all feedback received and take complaints very seriously and will investigate thoroughly to understand what went wrong, why and how it can be prevented from happening again in the future. We will also ensure we keep you informed throughout the investigation process. If you are in any way unhappy with the way we have dealt with your complaint, please do write to the managing director: IBIIDI LTD, MD 75 Vansittart Rd – Windsor SL4 5DB.

2. You and Your Account

2.1. Your data

We have taken all reasonable security precautions to ensure data integrity and the safe storage and handling of personal information. Our servers are designed to provide a high level of security of all stored personal details. To increase customers’ confidence, we use a secure sockets layer (SSL) the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remains private and integral It is your responsibility to choose a strong password and keep it safe, we advise you to use a different password at ibiidi from what you use on other websites. It is recommended that you memorise your password and don’t write it down. When choosing a password we recommend you use at least 8 characters, a minimum of 6 characters is required. Avoid passwords that are easy to guess such as your date of birth, your name, e-mail address, other personal information that can easily be obtained, or sequential numbers such as "123456"

Data transfer
Under the Data Protection Act 1998, ibiidi Ltd is required to tell you if it transfers or intends to transfer information which it holds about you to countries outside the European Economic Area ("EEA"). ibiidi Limited currently transfers such information outside the EEA for secure storage on its servers. The transfer of all of ibiidi Ltd data (including the personal details contained in your account) outside the EEA is necessary to enable ibiidi Ltd to operate its website and provide products and information to you. By accessing and using ibiidi Ltd website you are deemed to have accepted ibiidi Ltd Terms and Conditions of Use, and to have consented to the transfer and storage of your personal information and data outside the EEA. If you do not wish any of your personal data or information to be stored or transferred outside the EEA, you may withdraw your consent to such at any time by notifying ibiidi Ltd Customer Service Manager at IBIIDI LTD, MD 75 Vansittart Rd – Windsor SL4 5DB. However, because ibiidi Ltd servers are located outside the EEA, if you withdraw your consent, ibiidi Ltd will no longer be able to provide you access to or use of its website.

2.2. Your account

We have taken all reasonable security precautions to ensure data integrity and the safe storage and handling of personal information. Our servers are designed to provide a high level of security of all stored personal details. To increase customers’ confidence, we use a secure sockets layer (SSL) the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remains private and integral

Changing your account details
In order to change your name, password, address and newsletter subscription, you need to login by clicking the My Account link at the top right of each page, then select edit from the account information dashboard. You cannot change the email address associated to your account, if you have changed your email address, either create a new account, or contact us by sending an email to help@ibiidi.com

Resetting your password 
To reset your password, you can use the “Forgot My Password” link in the login page next to the login button. You will be asked to enter the e-mail address attached to your account, once entered a link to set up a new password will be sent to your email account. Please note that resetting your password in this way will result in any stored addresses being deleted from your account and you will need to enter your payment details again. If you no longer have access to your e-mail address, you will have to set up a new account entirely.

Newsletter Subscribing/Unsubscribing ? 
Log in to your account, click on the “Edit” link next to the Newsletters section, then check/uncheck the box next to General Subscription. It may take up to 48 hours for all our systems to be updated with the new preference.

Adding a new shipping address 
To add an address to your account, you need to login, then click the “Address Book” link under “My Contact”, then select “Manage Addresses”.

Closing your account ? 
If you decide to close your account, please send us an email from the same email address registered on your account to help@ibiidi.com requesting your account to be deleted, we will then deactivate your account and restrict your order history and other personal information. We are legally required to retain a set of data for tax and accounting purposes and this will be covered by our privacy policy. Kindly note that the process might take a few days.

2.3. Lost password

To reset your password, click the My Account link in the top of any page our website, you will be redirected to the Log In page, click “Forgot My Password” link in the login page below the Login button. You will be asked to enter the e-mail address attached to your account, once entered a link to set up a new password will be sent to your email account. Please note that resetting your password in this way will result in any stored addresses being deleted from your account and you will need to enter your payment details again. If you no longer have access to your e-mail address, you will have to set up a new account entirely.

2.4. Our affiliate program

We don’t currently run any affiliate programs. If you are interested in becoming an affiliate, please subscribe to our newsletter and we’ll let you know once we start such a program.

2.5. Our use of cookies

A "cookie" is a small data file stored by your Web browser on your computer or mobile device to allows us to recognise your computer, but not specifically who is using it, upon entering our site by associating the identification numbers in the cookie with other customer information you have provided us. That customer information is stored on our secured database. A "web beacon" or "pixel tag" or "clear gif" is typically a one-pixel image, used to pass information from your computer or mobile device to a website. We use cookies and web beacons to keep track of what you have in your shopping basket and to remember you when you return to the website as well as to identify the pages you click on during your visit to our site and the name of the website you visited immediately before clicking to ibiidi website. We use this information to improve our site design, product assortments, customer service, and special promotions. You can, of course, disable cookies and web beacons on your computer by indicating this in the preferences or options menus in your browser. However, many parts of our website will not operate correctly if you disable cookies. We may also use web beacons, and other technologies, to help track our communications (newsletters and other emails) with you, to measure their effectiveness, or to collect certain non-personal information about your computer, device, or browser in order to allow us to better design future communications to you. We only use this information for statistical analysis purposes and then the data is removed from the system. You can find out more about the way cookies work on http://www.cookiecentral.com.

2.6. Our privacy policy

Summary for people who aren’t lawyers

  • We fully abide by the UK Data Protection Act.
  • We'll never share, sell or otherwise leverage your personal data unless you agree to it.
  • The information we collect is necessary for the smooth running of our website; don't worry, we'll only ask for data that we need.
  • If you have any questions, requests etc just drop us a line and we'll do our best to help.

The full text 
This privacy policy sets out how ibiidi Ltd (“we” or “us”) use and protect any information that you give us when you use this website (https://www.ibiidi.com) and any of its subdomains (together, “our site”). We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using our site, then you can be assured that it will only be used in accordance with this privacy policy. This privacy policy explains our data processing practices and your options regarding the ways in which your personal data is used. If you have any requests concerning your personal information or any queries with regard to our processing please contact us via help@ibiidi.com . We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information: name and contact information, including email address; demographic information such as postcode, preferences and interests; and other information relevant to customer surveys and/or products and service offers. We collect the details provided by you on registration together with information we learn about you from your use of our services and your visits to our site and other websites accessible from them. We may collect additional information you provide when giving us feedback or completing profile forms. We also monitor users’ traffic patterns and site use which enables us to improve the service we provide.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • internal record keeping;
  • we may use the information to improve our products and services;
  • we may periodically send promotional email about new products or other information which we think you may find interesting using the email address which you have provided;
  • from time to time, and if you've opted-in, we may also use your information to contact you for market research purposes; we may contact you by email, phone, fax or post; and
  • we may use the information to customise our site according to your interests.

Use of your information and your preferences

We will use your information to provide and personalise our service. We will also use your contact details to communicate with you. We may use your information to send you news about products and services. We like to hear your views to help us improve our service. From time to time, we may contact you by email to ask your opinions. Please note that there may be instances where it may be necessary for us to communicate with you, in any event, for administrative or operational reasons relating to our service.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use cookies for a number of purposes, for instance to enable us to simplify the logging on process for registered users, to help ensure the security and authenticity of registered users, to provide the mechanisms for easy use of our application and to enable traffic monitoring. This helps us analyse data about web page traffic and improve our site in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. Non-registered visitors to our site may be sent anonymous cookies to keep track of their browsing patterns and build up a demographic profile. While you do not need to allow your browser to accept cookies in order to browse much of our site or to access many of our services, you must have cookies enabled if you wish to use most of our tools or to access any areas reserved for registered users. You can find out more about the way cookies work on http://www.cookiecentral.com.

Links to other websites

Our site may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy policy. You should exercise caution and look at the privacy policy applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways: whenever you are asked to fill in a personal information form on our site, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes; and if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to us or emailing us at help@ibiidi.com . We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about our group of companies which we think you may find interesting. You may request details of personal information which we hold about you under the UK Data Protection Act 1998. If you would like a copy of the information held on you please write to:

Customer Service Manager 
IBIIDI LIMITED 
75 Vansittart Road
Windsor SL4 5DB
United Kingdom

If you believe that any information we are holding about you is incorrect or incomplete, please email us as soon as possible, or send a letter to us at the above address. We will promptly correct any information found to be incorrect.

3. Our range of Products

3.1. Our English catalogue

We offer more than 10 million English titles across a wide range of different categories and are working on increasing our catalogue to cover as many genres as we can. Our aim is to build a large catalogue to suit all readers’ tastes and interests. All titles are offered at very reasonable prices with free delivery to a wide range of countries.

3.2. Other Languages

We offer all our readers a wide range of products not only in English but also in other languages such as Arabic, Spanish and French. No matter where they are published and in what language, we believe our readers deserve access to the books they desire to read at reasonable prices. We will continue to try to source all books from all languages from local and international suppliers to deliver them to our customers within an acceptable time frame at affordable prices.

3.3. Availability explanation

We usually have a sufficient stock of the books we advertise on our website, or access to additional copies via one of our suppliers, however in some rare instances certain items are made unavailable from suppliers, in such a case we will send you an email as soon as we are notified that a certain item is out of stock. A full refund will then be debited back to your account.

3.4. Our pricing policy

We aim to offer the most accurate book information at all times. We maintain extensive industry relations with a number of publishers, wholesalers and distributors allowing us to pass on savings to our customers. We apply a discount to the sale price of our books whenever possible to offer our customers the lowest possible price based on where we source the book and the cost of logistics needed to get it to one of our warehouses and out to you. Our suppliers may increase their prices unexpectedly, and, given the international scope of our business the logistics costs can also change from time to time, hence, our prices may change accordingly. We will make reasonable efforts to present accurate information but we cannot guarantee the price or our ability to supply any particular book. In the rare event where we are unable to supply a book due to a pricing error howsoever caused, we will check with you first to see if you still wish to receive the item at the new price.

3.5. Restricted products

In light of Territorial Publishing Rights, some book editions are published in certain countries and restricted in others, this is also applicable to some delivery destinations. For example, referring to market restricted editions, some US editions are restricted in the UK and some others are restricted in certain geographical territories due to sponsorship. Although, we do our best to keep our data as accurate as possible, sometimes we get them wrong. If you come across an edition you believe is being sold in error, please let us know by sending email to help@ibiidi.com , we will endeavor to rectify any issue as soon as possible.

4. Competition terms and conditions

1. No purchase necessary. Proof of entering is not proof of receipt of entry.

2. To be eligible, entries must be received on or before the competition closing date. All entries shall become the property of ibiidi, and their directors, officers, representatives, advertising and promotional agencies are not responsible for contacting or forwarding prizes to entrants who provide unclear or incomplete information or for entries lost, misdirected, delayed or destroyed.

3. The competition is open to all excluding residents of Italy. Parents/guardians must submit the entry for those under the age of 18. Images must not contain photographs of minors without an adult's consent.

4. The prize winner will be decided by ibiidi. ibiidi will not enter into correspondence about the choice of winner.

5. The competition ends as specified on the competition page -- no entry received after that time will be considered. The winner will be announced as specified on the competition page. There is one prize.

6. The promoter reserves the right to amend the specification of the prize or offer an alternative prize of equal or greater value.

7. The prize winner will be notified by telephone/email. If the selected entrant does not meet all of the contract conditions, another entrant will be selected from the remaining eligible entries.

8. The competitions are not open to employees of ibiidi and their sponsors or their immediate families.

9. By entering the contest, entrants, consent to the use of their names, city of residence, photograph and/or image for publicity purposes in all media carried out by ibiidi, without payment or compensation.

10. The decisions of the contest judges are final. The prize must be accepted as awarded.

11. The right is reserved to terminate or withdraw this contest at any time.

12. All entries become the property of ibiidi, who assume no responsibility for lost, stolen, delayed, damaged or misdirected entries or for any failure of the website during the promotional period, for any problems or technical malfunction of any telephone network or lines, computer online systems, servers, access providers, computer equipment, software, failure of any email or entry to be received by ibiidi on account of technical problems or traffic congestion on the Internet or any website, or any combination thereof including any injury or damage to an entrant's or any other person's computer related to or resulting from playing or downloading any material in the promotion. ibiidi reserve the right, in its sole discretion, to cancel or suspend the email portion of this contest should a virus or bug or other cause beyond the reasonable control of ibiidi corrupt the security or proper administration of the contest. Any attempt to deliberately damage any website or undermine the legitimate operation of this promotion is a violation of criminal and civil laws, and should such an attempt be made, ibiidi reserve the right to seek remedies and damages to the fullest extent permitted by law, including criminal prosecution. Entries are subject to verification and will be declared invalid if they are illegible, mechanically reproduced, mutilated, forged, falsified, altered or tampered within any way. Entrants agree to abide by the Contest Rules and the decisions of the independent judging panel, which are final.

13. Entries must be submitted by the named entrant (or their parent/guardian for children aged 16 or under) and will be invalid if found to come from a third party. Multiple entries from a single source (e.g 'competition entry' website/company) will be disqualified.

14. For name/county of prize winner, please send a stamped addressed envelope marked ibiidi, (75 Vansittart Road, Windsor SL4 5DB, United Kingdom). No entries should be sent to this address.

15. Entry to the competition is conditional on acceptance of these terms and conditions.

16. The email address and phone number you provide to enter the competition will be used by us to contact you if necessary, and will not be shared with other companies. ibiidi will only use your email address in compliance with the provisions of the Data Protection Act 1998 and in accordance with our privacy policy.

17. The Promoters have organised these prize draws in good faith and do not accept liability relating to the prize. 

5. Ordering

5.1. Placing an order

Once you found the books you are looking for either through search or browse, you can add them to your basket. Adding books to basket doesn’t require to log in. When you are ready to check out click the Check Out link in the top of any page, or the check out button in My Basket form. If you are not already logged in, you will be asked to login to your account. You can then select/add shipping address as well as pay for your orders using one of the saved cards or a add and pay using new card. Once we processed the payments, you will be redirected to an order confirmation page, and you will receive an email with the order details.

5.2. Paying for your order

We accept payments made with the following currencies: Sterling (GBP), Australian Dollars (AUD) and UAE Dirhams (AED) through VISA, MasterCard, AMEX, VISA Debit and VISA Delta cards. You may choose to save your payment details securely for future purchases, you will be asked however to enter your card CVV number every time you pay for an order using the saved card. The CVV Number ("Card Verification Value") found on the back of your credit card or debit card is a 3-digit number on VISA and MasterCard branded credit and debit cards. On American Express branded credit or debit card it is a 4-digit numeric code.

5.3. Finding your order

To find your order details, log in to your account by clicking My Account link on the top of our web page then click “My Orders” link.

5.4. Pre-ordering

We may offer some titles that haven’t yet been released by their publishers. The release date of each pre-order will be confirmed on the product details page and any update to the date will be reflected on the same page. Kindly note that the price of the pre-order is paid in advance on the time of placing the order. You can cancel/change the address of a pre-order provided that it hasn’t already been processed for shipping.

5.5. Fulfilling your order

Once your payment process is completed, your order will be processed for shipment to the address saved in your account. You will receive a confirmation email to review your order details followed by a shipping confirmation email when your order has shipped. Orders are shipped by Standard Delivery Mail and should be delivered to your address by your local sorting office.

5.6. Cancelling and changing your order

You can change the quantity of your order by cancelling some copies or items, however you can’t add to your order once it is completed. If you would like to add more copies or change items in your order, the only way to do so is to place a new order with the required quantity or items. For more details see 1.4 How to change/cancel an order?.

5.7. Reporting problem in your order

If you experience any problem with your order such as receiving a damaged or incorrect item or not receiving the order at all, please contact us as soon as possible by sending an email to help@ibiidi.com, and we will investigate the problem and do our very best to reach a resolution.

5.8. Tracking your orders

We use various shipping methods to deliver our orders, the majority of which are not tracked. If your order was shipped through a method that offers a tracking facility, we will include all tracking details in the shipping confirmation email we send once your order has been dispatched.

5.9. Returns

You can return an order to us within 21 days from the day of shipment. Kindly note that we won’t be responsible for the fees incurred in returning the order to us, unless the item(s) is faulty or incorrect. For faulty or incorrect orders, please contact us by sending an email to help@ibiidi.com , and we will be happy send you replacement copy/copies or issue you a refund.

5.10. Your order history

You can access the full list of all orders you placed with us through clicking on My Orders under My Account navigation menu.

6. Payments

6.1. Acceptable credit cards

Kindly note that we accept payment made with the following cards: VISA, MasterCard, AMEX. When you asked to entered your card details online through our secure server, you have the option to store the card details for future use. You would still have to enter the card's CVV number every time you are paying for an order. We accept payments in Sterling (GBP), US Dollars (USD), and UAE Dirham (AED), to choose your preferred currency of payments, select the currency from the dropdown menu at the top right of every page in our website. We always charge in the currency selected.

6.2. Taxes and charges

You will be charged all legal local taxes, local sales taxes, VAT or any similar taxes imposed on some delivery destinations. Please note you are responsible for any local taxes and charges imposed by your local laws. Any applicable local sales tax, VAT and similar taxes will depend on the tax that applies to your delivery location.

7. Shipping and Delivery

7.1. Our shipping charges

We currently offer free shipping on all orders shipped to our current accepted destinations. Although, we don’t charge shipping fees on our deliveries, any applicable legal taxes will be added to the price of the books. For more details see 6.2. Taxes and charges.

7.2. Countries we ship to

A- Australia-Austria

B- Bahrain-Belgium-Brazil-British Virgin Islands-Brunei Darussalam Bulgaria

C- Canada-Cyprus-Czech Republic

D- Denmark

E- Estonia

F- Finland-France

G- Germany-Gibraltar-Greece-Greenland

H- Hong Kong-Hungary

I- Iceland-Ireland-Israel-Italy

J- Japan- Jordan

K- Kingdom of Saudi Arabia- Kuwait

L- Latvia- Liechtenstein-Lithuania-Luxembourg

M- Malaysia-Maldives-Malta-Mexico-Monaco-Montenegro

N- Netherlands-New Zealand-Norway

O- Oman

P- Poland-Portugal-Puerto Rico

Q- Qatar

S- Singapore-Slovakia-Slovenia-South Africa-South Korea-Spain Sweden-Switzerland

T- Taiwan-Thailand-Turkey

U-United Arab Emirates-United Kingdom-United States-US Virgin Islands

V- Vatican City

We are looking forward to expanding the list of countries we ship to. Please sign up for our newsletter to be the first to know when we start shipping to further destinations. 

 

7.3. Delivery times

We show an estimate of the dispatch time above the ‘Add to Basket’ button on every product details page. Dispatch times may vary for each item even if they are ordered at the same time. We currently dispatch either from the UK or from the US depending on where the items are stored and the shipping destination of your order. Once your order has been dispatched it is expected to arrive within the following time frames (all shown in business days i.e. Mon-Fri:

Ships from UK

United Kingdom 2-5 business days 
Australia 5-10 business days 
Europe 4-8 business days 
United Arab Emirates 5-10 business days 
Rest of the World 7-15 business days

Ships from US 

United Kingdom 4-8 business days

Australia 6-9 business days 
Europe 6-9 business days 
United Arab Emirates 7-10 business days 
Rest of the World 7-12 business days

We regularly update the status of your order, if your order shows as dispatched and hasn't arrived in the expected time, please check with your local delivery office before contacting us with the details of your order.

7.4. Partial delivery of orders

We may ship items that are ordered at the same time separately. Although we try to minimize the number of packages sent to your address by trying to combine all items together, you books may be sourced from different suppliers who deliver them to our warehouse at different times. We are sorry that we cannot grantee the delivery of all items ordered in one single package.

7.5. Failed or damage delivery

Our aim is to offer outstanding service to our customers and we always work on delivering your ordered books in a timely manner and in pristine condition. However, in some instances some items are lost/damaged in transit, in such cases we send replacement copies free of charge or issue a refund.