Returns & Exchanges
Returns are accepted within 30 days of the date of purchase. To be eligible for a return, your item must be unused and in new condition.
Event vouchers are only refundable up to the date of the event after which time we are not able to issue refunds.
If you have purchased a product from our website which you would like to return via the post, please always contact us before returning your item. This means we can arrange with you the best way to return your book and be looking out for it in our incoming post. Please always keep your proof of postage until we have completed your return/refund/exchange, in case your item is lost on its way back to us.
If you choose to return a book which does not have any faults or damages, we are not responsible for the additional postage costs related to the return of the item.
Personalised items (such as books which contain dedications) are non-refundable.
Damages or Non-Arrivals
Damaged or missing parcels should be reported within 30 days of the date of purchase.
We are always willing to review any cases of damage or non-arrival on a case-by-case basis. Although we make every effort to make sure your book arrives in pristine condition and would never knowingly send a damaged book, we understand that damage can occur in transit. Rest assured that we will always package books to a high standard for both domestic and international posting.
All of our UK deliveries are sent using tracked services which we can refer to if you are concerned about the whereabouts of your parcel. In the rare scenario that your parcel does not arrive and this can be verified by the tracking information, after 10 days we can offer a refund or, if possible, a replacement. For preorders, this extends to 10 days after the book’s publication date.
If a customer has chosen to send an international order using an untracked service, we regret that we are unable to financially reimburse customers for goods lost in transit.
Click & Collect
Our website stock is considerably larger than what we can physically keep in the shop. This means that when ordering an item through Click & Collect, this is not a definite guarantee that the item is immediately available to collect from the shop. We will always send you a follow up email as soon as we can to let you know if your book is available to collect right away or if it’s something we need to order from our supplier, with further information about the expected wait time. We will then contact you again to confirm it has arrived and is available for collection. Collection is available every day between 10am and 6pm in line with our opening hours.
If we experience any unforeseen delays or issues with your order, we will email you as soon as possible.
Please be aware that although we post all of our UK orders using either a 24hr or 48hr tracked Royal Mail service, we cannot provide or guarantee the precise date that books will arrive with you.
Particularly throughout the Covid-19 pandemic, at busy periods such as Christmas, Royal Mail are under a great deal of pressure. There are likely to be more delays than usual. If you are worried about your order arriving in plenty of time for a specific date, please always order well in advance.
This year especially, there have been unprecedented delays in our supply chain and although we try our best to have accurate information regarding availability and publication dates, like many bookshops we have been experiencing long waits for deliveries from suppliers and cannot guarantee that books will be available on publication date or within the standard delivery time. Getting your books to you in a timely manner is our main priority and we will always try our best to let you know ahead of time if there is going to be an unusually long wait for your order.
We regret that we are unable to hold orders to be posted on a specific date. E.g any order notes which state ‘please do not post until December 21st’ for example, cannot be acknowledged. Unfortunately we do not have the space to keep parcelled orders for any length of time so please only order once you are happy for your book to be posted.
Although we are very lucky to receive an exciting range of signed stock and love giving customers the opportunity to buy signed books from their favourite authors, signed first editions are not our speciality and unless specifically stated on our website listing, we are unable to search our stock for first editions, or hold first editions for customers.
For some signed titles, we make the decision to limit copies to one per customer. We do this in instances where signed copies are very limited and might be quite sought after. This is to ensure that as many customers as possible get the chance to buy a signed copy for the intended RRP. We reserve the right to offer a full refund to customers who place several separate orders for books which we have set a purchase limit for.
Please note that we meticulously check books when they arrive in the shop for any damage. Any minor details which are not suitable on the basis of lowering collector value are not the responsibility of The Portobello Bookshop.
There are some great bookshops in the UK which take a specific interest in signed stock, such as Goldsboro Books amongst others. If your primary interest is acquiring pristine, signed collectors items, we definitely recommend checking with them!
For signed & dedicated items; although we will try our best to honour specific dedication requests, it is ultimately the choice of the author what they write when coming to sign and dedicate books and we cannot be held responsible if the dedication is slightly different from your original request, or if the author chooses not to write a particular dedication.
Gift Cards are non-refundable.
Our gift cards do not have an expiration date.
We give customers the opportunity to link their gift cards to an email address so that we can keep a digital record in the system. Unfortunately, if a customer does not choose this option, we regret that we cannot replace lost gift cards.
Please note we only work with registered charities and can provide registered charities numbers for any of our partners.
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