My tracking says my order is delivered, but I haven’t received it?
We’re sorry to hear that! Sometimes tracking updates before a parcel is actually out for delivery. Please check if it has been left with a neighbour or in a safe place. If you still can’t find it, reach out to us through our Contact Us Form.
If you experience any shipping issues, please contact us within 21 days of the dispatch date. Unfortunately, after this period, our shipping provider is unable to investigate the issue. If you reach out after the deadline, you will need to cover the shipping fee for a replacement. If you prefer a refund, it will be processed minus the original shipping fee.
Customers are responsible for tracking their orders, reporting any issues, and contacting us about delays or returned shipments. If you get in touch two or more months after dispatch, you may need to pay for both the order and shipping again to receive a replacement. In such cases, store credit may be issued instead of a refund, minus the original shipping fee.
Kacper
Related Questions
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Why have all my orders been cancelled and refunded?
Customer supportIf we receive a payment dispute for a transaction, ordered that are linked to the same bank card are usually cancelled and refunded, this helps to prevent any further disputes. Please note, raising a dispute should be the last step of dealing with a payment issue, we can usually help you much quicker if you…
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Can you combine orders for shipping?
ShippingSubscription boxes can not be shipped together or with other products. Any pre orders can not be combined together as they will ship at different times as listed under ‘estimated shipping’ We can combine shipping on any in stock items that are purchased together in the same order.
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I haven’t received my tracking number. What do I do?
ShippingFirst, please visit our shipping updates page here to confirm that all parcels for the specific title have been dispatched. If we’ve confirmed they have been sent, log into your account and check your order history. You should be able to find your tracking link under the correct order number. If you can’t locate it,…
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Do you ship to my country?
ShippingWe ship our books to almost every country, you can find a full list with shipping costs here, if your country isn’t listed please do reach out and we will let you know if this can be added. Due to the new EU General Product Safety Regulations (GPSR), we will unfortunately be unable to ship…
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I’ve changed my mind. Can I cancel my order and receive a refund?
Customer supportFor new subscriptions, you have 14 days from activation to request a refund—no reason required. After this period, cancellations and refunds are no longer available. You can review our full terms and conditions here. Once your subscription renewal has been processed and the skip deadline has passed, we’re unable to cancel or issue a refund.…
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My item is damaged. What do I do?
Customer supportWe are so sorry your item has arrived damaged! Although we check all items are in perfect condition before they are shipped, we understand things happen during delivery. If you have received a damaged item, we ask that you check our damaged guidelines before contacting us, which you can find here.
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