FAQs

Frequently Asked Questions

Here you can find answers to the most common enquiries we receive please click on the relevant link below to see if it answers your question as it may save you the trouble of sending an email.

My order has not arrived
Shipping & Delivery

·         Cost
·         To UK addresses
·         To International Destinations

Returns
Cancelling an order
Payment Methods
eBooks FAQ
Value Added Tax (VAT)

My order has not arrived

Most packages will arrive at their destination within the times stated in Shipping & Delivery below. If your order has not arrived and has been shipped using Standard Mail please do not contact us until a minimum of 14 days have passed.  We would also request that you contact your local post office before contacting us to ensure that they are not holding an undelivered package for you.

Items not immediately available or out of stock

The Availability of physical items is indicated on our website at the time you browse and/or place an order.  For items not in stock the estimated time to despatch is provided and is based on information from our suppliers, which is subject to change.  The vast majority of items which are not in stock are usually despatched within 10 days of receipt of an order.

For items which are not immediately available, and especially those which are sourced from overseas suppliers, delays may occur if the item is out of stock with the suppliers.  We are unable to provide you with an exact date that the ordered item will reach us.

Nevertheless, we keep in close contact with our suppliers and they usually inform us of any change in availability/estimated despatch dates when these occur.  We will advise you of any such changes regarding an order as soon as possible

We will refund any payments you have made in the event we are unable to source the item ordered and we have made all reasonable efforts to do so within the Availability period specified when you placed your order.

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Shipping & Delivery

The vast majority of our products are shipped from the UK, even if we have to source them from international suppliers, and we use the Royal Mail to undertake all our deliveries, both within the UK and to international destinations.

All orders placed with Books4Spain are sent in one consignment.  If there are items in your order that are not in stock this may delay shipment of your order.

Please ensure that your shipping address details are correct, as they are copied directly from the information you give us when submitting your order. We are not responsible for orders with incorrect or missing information should they not reach you.

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Cost

Owing to the many different combinations of items that may form an order, it is difficult to offer a universal shipping cost.

To find out the delivery costs for a specific order, place all the required items into your Shopping Cart and proceed to the Checkout page.

There is no obligation to buy at this point, but you can glance at the shipping costs by the various shipping methods.  If you wish to go ahead with the purchase, you may then submit your order.

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Shipments to UK addresses (including BFPO)

Items sent by Standard Mail (2nd Class Post) are usually expected to arrive within 2 to 3 working days of despatch.  However, if after 14 days from the shipping date your order has not arrived, please email us at support@books4spain.com with confirmation of your shipping address.

If the details provided are all correct and the Royal Mail are not holding your parcel we will create a replacement order and send you the relevant details to the email address registered with us.

Items sent by Premium Service (1st Class Post) are usually expected to arrive the next working day from despatch.  However, if after 7 days from the shipping date your order has not arrived, please email us at support@books4spain.com with confirmation of your shipping address.

If the details provided are all correct and the Royal Mail are not holding your parcel we will re-send you the relevant item(s) and send you confirmation to the email address registered with us.

Items sent by Courier are usually expected to arrive the next working day from despatch (excluding Mondays if placed on a Friday or over the weekend).  All parcels require a signature on receipt, so if no one is present to take delivery, the courier will leave a calling card with their contact details.  If you have not received your order within eight working days of despatch, please email us at support@books4spain.com, and we will trace the package for you.

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Shipments to international destinations

The Royal Mail delivers to most countries in the world and if you were able to place an order with us then, notwithstanding circumstances beyond their control or force maejure, they will be able to deliver the items to their postal delivery partner in that country for onward delivery to you.

We automatically use the Royal Priority Mail Service for ALL international shipments, with the exception of Western Europe and the USA.

Shipments to Western Europe can also be carried out via Royal Mail’s Standard service and shipments to the USA may also be carried out by a “Track & Trace” Combination Courier & Postal Service.  The choice is yours.

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Returns

Unless you have lost your right to return items because you have taken them out of their sealed package, you may send them back to us using the adhesive return label on the desptach note at your own cost and risk, notifying us by email to returns@books4spain.com.

If the items supplied were damaged or not what you ordered, you should return them to us in their original packaging and condition to us using the adhesive return label  on the despatch note, notifying us by email to returns@books4spain.com.

Provided the items returned to us under the above conditions are received by us unused and in their original condition, any sum debited to Books4Spain from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of receipt of the items by us.  

We will also refund reasonable postage costs incurred in returning damaged or mis-supplied goods to us subject to acceptable evidence of same being provided to us at our request

Email notifications specified above should be made from the email address which is associated with your account with us.  We reserve the right to request written confirmation of such notice signed by you.  

For the return of high value items, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items. 

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Cancelling an order

You can cancel an order placed with us by sending us an email to returns@books4spain.com from the email address which is associated with your account with us specifying your order number and confirming that you have not received the relevant items.  We reserve the right to request written confirmation of such notice signed by you.

If you cancel your order but Books4Spain has already processed the items for delivery and you subsequently receive them, you must not unpack the goods when they are received by you and you must send the goods back to the return address above at your own cost and risk as soon as possible, notifying us by email to returns@books4spain.com.

Provided cancelled items are returned to us are received by us unused and in their original condition, any sum debited to Books4Spain from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of receipt of the items by us.  

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Payment methods

Books4Spain uses PayPal to process all online payments.  You do not need to have a PayPal account to pay for goods ordered on Books4Spain as PayPal also enables you to use major credit cards. 

PayPal is one of, if not the largest, processors of online payments in the world and has well established customer support and dispute resolution procedures which we adhere to.

If you experience any payment problems when placing an order on Books4Spain.com, we recommend that you resubmit your payment details. If your payment still fails, please contact your card issuer, to ensure there are no problems with your account, before contacting our customer service team.

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Value Added Tax (VAT)

VAT is charged on goods sold by Books4Spain within the European Union (EU).  In accordance with the laws governing members of the European Union Books4Spain is obliged to charge VAT on all orders delivered to destinations in member countries of the EU.  The rate of VAT depends on the nature of the product and where it is sourced from or delivered to.

Currently VAT is charged at the full rate throughout the EU on eBooks and, as a Spanish company, the rate applied by Books4Spain to eBook purchases within the EU is currently 18%.

Physical books supplied by Books4Spain attract VAT at the rate applicable in the country from where the books are shipped.  In our case, over 99% of our books are shipped from the UK and hence attract VAT at 0%.

Other non-book physical products such as DVDs or CDs attract VAT at the applicable rate of the country where the goods are shipped from.  Again, in our case, over 99% of our non-book physical products are shipped from the UK and hence attract VAT at 20%.

However, once pre-defined annual sales thresholds are exceeded for physical books and other physical products in non-UK EU member countries (the annual limits vary by country – good old EU!) then we have to apply the local VAT rate for that product – which may be higher or lower than the current UK rate.

Prices displayed on the Books4Spain website are inclusive of the relevant UK or Spanish VAT rate for that product if it is sold within the EU.  Your final price may be different depending upon the VAT rate that applies to your location. Where additional VAT is payable this will be clearly displayed in the checkout once we know the destination of the goods.

Goods sold by Books4Spain that are shipped to addresses outside of the EU generally not subject to VAT. When ordering goods from Books4Spain for delivery overseas, you may be subject to import duties and taxes that are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. 

Customs policies vary widely from country to country, so you should contact your local customs office for further information.  Additionally, please note that when ordering from Books4Spain, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

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