Frequently Asked Questions

How do I buy online?

Buying online from our website is safe and certainly not complicated. The following link will tell you exactly what to do when you want to place an order with us. (How to Place an Order)

How will I know that you have received my order?

When you place an order with us we will acknowledge it with an email and notify you of your order number. Please keep this number on file, as you will need it in case you have a query about your order or need to return it to Customer Services.

Once your order is ready for dispatch it will be invoiced and you will receive a second email to advise you that the order is on its way.

If the product is currently not available from our warehouse or our distributors we will notify you about this and request further instructions from you.

Please make sure you supply us with your correct email address.

What if I haven’t received my order?

If your order came in before 1pm and the item you requested is in stock, we will normally dispatch it the very same day. Later orders will quite often be dispatched the next day. This means that most items are usually delivered in 3-5 working days.

If an item is out of stock in our warehouse but available from one of our suppliers, we will usually dispatch it within 4 working days, which will bring the delivery time within the UK to 6-10 days. Occasionally due to postal delays, particularly during Christmas or Easter when the postal service is very busy, delivery may take longer. We have to allow up to 14 days before we are able to start tracing lost parcels. Do contact us if you do not receive your item within this time frame so we can help to retrieve your goods.

Please note that if an item is out of stock in our warehouse and unavailable from our UK suppliers we will always notify you by email of the approximate delivery date and await your instructions.

What if I have only received part of my order?

Normally all your items will be dispatched at the same time. However, in the case that an item is out of stock in our warehouse and unavailable from our UK suppliers we will notify you by email of its approximate delivery date and suggest sending the items that are available right away. However, we will await instructions from you, in case you would like us to wait and send everything at the same time.

What if I ordered the wrong title?

If you have already confirmed your purchase at checkout, the item in question will already be processed and set aside for dispatch. However, if you inform us of your mistake within 7 days upon receipt of the item and return the package unopened to us via recorded delivery we will be able to refund your card with the value of the item (but excluding shipping charges) once we receive it back from you. For more information, see Returns and Refunds Policy.

What if the goods are damaged?

Please contact us by email or in writing within 10 working days of the delivery date if any of your goods are damaged or faulty, or if the goods we delivered are not what you ordered, so that we can rectify the problem as soon as possible.

Upon receipt of your email we will most likely ask you to return the faulty goods to us and upon receipt of the goods aim to replace the items or refund their cost including postage and packing within 5 working days. Any refunds will be made to the cardholder who paid for the goods in the first place and will be electronically processed.

What if the item is not what I wanted?

Most unwanted product can be returned to us up to the 7th day after you receive them. The goods must be in the same condition as when they were delivered to you, and in case of sealed packages, such as DVDs or software, the seal must not have been broken. We aim to give you a refund within 5 working days upon receipt of the goods, but you will be responsible for all postage and handling charges.

Any refunds will be made to the card holder who paid for the goods in the first place and will be electronically processed.

If the return is a result of our error, we will of course be happy to refund the delivery charges as well.

What is your returns policy?

We want you to be completely happy with your purchases from our site. If for any reason you are not fully satisfied with the product, you may return your purchase in its original condition within 7 days and we will issue a full refund for the price of the item. If the return is a result of our error, or if the item you received is faulty, we will be happy to refund the delivery charges as well. For more information see our Returns and Refunds policy (Link to Refunds and Returns Policy)

What if I would like to order an item that is not listed on your site?

Although we offer a wide variety of items on our website, there might be occasions when we won’t list what you are looking for. Please do send us an email with your request, and we will gladly research if the item in question is still in print and if we can order it for you. Email orders@clcbookshops.com

What forms of payment do you accept?

We offer the following payment options to our customers:

Visa, Visa Electron, Visa Delta, MasterCard, American Express, Maestro, Switch

Is it safe to use my credit card?

You can rest assured that your transactions are safe as we use the very latest encryption technology (SSL). A padlock on the page will indicate that you are entering the secure area. We do not store your card details on our server longer than needed for processing your order. For more information about security see the section Internet Security.

When will my credit card be debited?

Your credit card will be debited when your goods are being dispatched. If you cancel your contract with us within the time frame permitted, we will credit your card for the price of the item in question (see Terms and Conditions; 4.right of cancellation).

What if my credit card has been declined?

Credit cards may be declined for various reasons:

Your card may have expired. If this is the case, please update your details and resubmit your order online. For security reasons we ask you not to email us any card details; only use our website to transmit sensitive data as then the information will be protected by the encryption technology.

Your card details may not be entered accurately. Please check all your card details, as one wrong or missing number will prevent us from processing your order. Correct your details by clicking on ‘Change Details’ on the Account Details page, and resubmit your order.

You may have inadequate funds in your account. Please check with your bank before resubmitting the order.
The bank may have blocked your account with a random security test. Please call your bank in order to clear the security test status that has been applied to your card.

What is your privacy policy?

CLC Bookshops is committed to protect your privacy. To this end we comply with the Data Protection Act 1998 in the collection, processing, holding and transmitting of your personal information. The information we collect enables us to process your order, communicate with you and enhance your overall customer experience. We will not sell, trade or rent your personal information to others.

For more information see our Privacy Policy.

Can I just ask a question without purchasing any goods?
Of course. Please send an email to the following address, and we will get back to you as soon we can.

orders@clcbookhops.com