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Ordering

Managing my order

Paying For My Order

Managing my account

Reserve Online & Collect Instore

Security and Data Protection

Customer Services

Ordering

When will my order be despatched?

If your item is in stock, it will be picked either the day we receive the order, or the next working day. Most of our stock is picked from our Oxford bookshop, but it could come from other locations across the UK or US. Our CD's will be sent from our music shop in Cambridge.

If your book is not in stock, we order from the publisher. Most publishers dispatch the book to us within 48 hours as part of general consignments and we will then send on to you. This is also pretty typical of the classical CD market, too.

Due to the highly specialist requirements of our customers, we do source books from an extensive range of publishers and music labels. Some titles are more difficult to source and these orders can take longer to despatch.

We will notify you by e mail when orders are sent.

How long will it take for my order to arrive?

This will depend on the shipping or postage service you have selected.

Blackwell's standard shipping service is the UK's second class service, which takes 2 - 4 days from despatch. If you require your order faster, then you should select the first class or Express option (outside of the UK only).

Full the full list of shipping times, please see Shipping Times & Charges.

What are your shipping charges?

We charge shipping per item and not for per parcel weight or per delivery. This is because books may be despatched from different locations and at different times dependant upon availability. For the full list of shipping charges and estimated delivery times see Shipping Times & Charges.

What if the title is Out of Print?

We recommend one of two options. You can either buy through our New and Used section, which will show you what second hand options are available. Alternatively we have partnered with Pimpernel who are a specialist out-of-print sourcing company.

Managing My Order

Where is my order?

You are able to check the status of your order by logging onto your account. This will show you whether the item has been despatched and if so, when and to where.

If your order has not yet been despatched, then the likelihood is that we have not yet received this from the publisher, music label or supplier.

If your order was despatched and you could reasonably have expected to have received it by now, based on the postage option you selected, please do contact us.

Can I track my order?

Yes. Once you have placed your order you will receive e-mail confirmation and your order number. You can then log in to your account and by selecting order summary, you will be able to see whether your order is being processed or has been despatched, as well as its estimated delivery date.

I have only received part of my order

This could be for one of the following reasons:

If only part of the order was available, we despatch that straight away and send the rest of the items as we receive them from the publisher.

Our books mainly come from our Oxford bookshop, but if the book is not available there, we will send directly to you from a number of other locations within the UK.

Our CD's are despatched from our Cambridge music store. If you have bought a mix of CD's and books, these will come from different locations.

You are able to check the status of your order through logging into your account.

How can I cancel my order?

You can cancel your order at any time prior to despatch. You can check the status by logging onto your account.

If your order has already been sent, then you are unable to cancel. You will be able to return the item. However, the costs of returning the item will be deducted from the refund. Please see the how to return for more detail on how to do this.

How do I return a book?

Should you change your mind about your order, Blackwell operates a 'no questions asked' returns policy providing you return your book within 7 working days of the delivery of your order. This policy is in accordance with the UK Distance Selling Regulations. A full refund will be given for the returned items and the original postage costs, but any postage costs incurred when returning your items will be at your own cost.

This policy does not extend to any perishable items, sealed audio, video recording or computer software, which are subject to our standard returns policy (see below).

If you placed your order in one of our bookshops and prepaid for your item, please contact the bookshop to obtain a refund.

After the 'no questions asked' 7 day period we will be happy to accept items for return in any of the following cases:

The item was found to be damaged or faulty. - We will either replace the item or give you a full refund (including postage costs). Please state which option you prefer. If you require a replacement, we will wait to receive the faulty copy from you before despatching a new one.

The item was incorrectly supplied. - If we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given.

The item does not meet with your requirements. - We will refund the ordered item only (all postage costs will be incurred by the customer) subject to the following conditions:

The book must be returned within 28 days of receipt in the UK, 48 days of receipt in Europe, and 4 months of receipt in any country outside the UK or Europe.

It must be in pristine and resalable condition.

It must be accompanied by a copy of the delivery note or receipt.

In all cases, items should be returned in their original packaging to:

Blackwell (Online)
Unipart House
Cowley
Oxford
OX4 2PG
United Kingdom

If your title was despatched from a US supplier, please consult your delivery note for the appropriate returns address in the United States.

Items should be returned to us by the most economical method. They remain your property until we have received them.

All returns are accepted at the discretion of Blackwell Online, and refunds will be given in the same tender type as the original payment.

Please allow 14 days (in addition to the delivery time) for the return to be processed.

Please note that our Standard Returns policy does not apply to business customers. Business customers may return 10% of their orders within 60 days, providing the items are in their original condition. Postage costs to send the items to us will be the responsibility of the customer.

What Is Your Returns Policy For Corporate Accounts?

Our standard Returns Policy does not apply to those customers who purchase items for business use, resale or on a Business Account. Instead the following policy applies.

Business Customers may return 10% of each order within 60 days, subject to the following conditions:

All items must be returned within 60 days of receipt.

Each item must be in pristine and resalable condition.

Returned items must be accompanied by a copy of the delivery note or receipt.

Postage costs to send the items to us will be the responsibility of the customer.

We will also be happy to accept items for return in the following cases, providing you inform us of your intention to return within 7 working days of receipt:

The item was found to be damaged or faulty.

We will replace the item. Any postage costs for returning the faulty item and sending out a replacement will be the responsibility of Blackwell Online.

We will wait to receive the faulty copy from you before despatching a new one.

The item was incorrectly supplied.

If we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given for the incorrectly supplied item.

We will require you to send the item back to us at our cost.

In all cases, items should be returned in their original packaging to:

Blackwell (Online)
Unipart House
Cowley
Oxford
OX4 2PG
United Kingdom

If your title was despatched from a US supplier, please consult your delivery note for the appropriate returns address in the United States.

Items should be returned to us by the most economical method. They remain your property until we have received them.

All returns are accepted at the discretion of Blackwell Online, and refunds will be given in the same tender type as the original payment.

Please allow 14 days (in addition to the delivery time) for the return to be processed.

What happens if my order fails to arrive?

Please do check your account to ensure that the order has been despatched. If that is the case and you could reasonably expect to have received by now, then please do contact our customer service department. They will investigate on your behalf. If the items cannot be found then they will either arrange for replacements or agree a refund.

What happens if my order arrives damaged in some way?

Please do contact our customer service department who will arrange replacements or a refund.

Paying For My Order

How do I pay for my order?

For online orders, electronic payment is required. If you are reserving online to collect in the shop, payment will be taken at the bookshop and can be made using cash or cheque.

You can also pay using your Blackwell reward or gift card by entering the 21 digit card number and PIN number (found on the back of the card underneath the silver scratch off panel) in the box on the payment details page.

Customers with Blackwell Personal Account Cards can use their account cards to purchase items with Blackwell Online, but we regret that we are unable to issue new personal accounts over the Internet. If you would like to receive further details on Blackwell's Personal Account Cards please contact personal.accounts@blackwell.co.uk

Which credit cards do you accept?

Mastercard / Eurocard
Visa
Debit cards (Delta)
Blackwell's Personal Account Card
Switch
Solo

Please note that we are unable to accept Electron cards, Amex, cheques, vouchers, book tokens or cash orders as methods of payment online. However, except for Amex, these methods of payment are acceptable for normal transactions in all of our Blackwell's shops.

Customers with Blackwell Personal Account Cards can use their account cards to purchase items with Blackwell Online, but we regret that we are unable to issue new personal accounts over the Internet. If you would like to receive further details on Blackwell's Personal Account Cards please contact personal.accounts@blackwell.co.uk.

If you are an overseas customer we would remind you this is a UK based website and all prices are in pounds sterling.

When will my card be debited?

Your card will be debited at the point we despatch the book.

Do you charge sales tax?

To comply with current VAT distance selling regulations, we now charge the applicable VAT rate for any country for which we exceed the distance selling threshold. This currently includes: Australia, Canada, Denmark, France, Germany, Holland, Ireland, Italy and Spain.

Customers in VAT exempt territories within the EU.

Unfortunately, our system is not yet able to distinguish VAT exempt territories within the EU, such as the Canary Islands and so customers will be charged VAT when placing an order. We are happy to refund the VAT to you after your order has been despatched. To request a VAT refund after despatch, please email: bob.online@blackwell.co.uk. Remember to include the order number with your request.

For further information on VAT distance selling regulations and selling thresholds please contact the relevant VAT authority for the country concerned.

What is your pricing policy?

Blackwell Online aims to reflect the most accurate information on book prices at all times. We supply items at the publisher's recommended price except where a specific discount is offered. We will make reasonable efforts to present accurate information but we cannot guarantee the price or our ability to supply any particular book.

Occasionally publishers may increase their prices unexpectedly, and this is often something we become aware of only upon ordering stock from them. In the event that this occurs, or in the event of a pricing error howsoever caused, we will check with you to see if you still wish to receive the item at the new price.

Managing My Account

How do I change my personal details?

Once you have logged on go to the My Account menu. You will then have the option to change your Personal Information and your Billing and Delivery Information. Once you have made any changes click on finish. Your details should now have updated.

I have lost my password.

Should you forget your password you can obtain another in two ways. Type your e-mail address into the forgotten your password window and submit. You will then be given a hint to remember your password. If you are still unable to remember your password you can click on the link just below the password hint. You will then be sent an e-mail with a new temporary password. Should you still be experiencing difficulties then please do not hesitate to contact our customer service department.

I need to change my e-mail address.

That's okay, simply log on with your existing e-mail address and go to the My Account menu on the left hand side of the screen. Click on personal information which will take you to your log in details. Type your new e-mail address in the appropriate window the scroll to the bottom of the screen and click on finish. Your e-mail address will now have updated.

How do I change the alerts I receive?

Log on and go to the My Account menu on the left hand side of the screen. Click on personal recommendations, this will then give you the option of choosing weekly updates on exclusive offers and competitions. You will also be able to choose whether you wish to receive weekly or monthly new title alerts. Simply tick the appropriate boxes in this window. Once you have done this you are given the option to make the alerts more specific, dependant upon your requirements. By clicking on next page you'll have the option to select from the type of books you are interested in receiving alerts for. Once you have happy with the options you have selected click on confirm.

Reserve Online & Collect Instore

How do I pay for my order?

Once you have reserved your book(s) online you will receive an e-mail confirmation from the store requesting you pick up your book(s) within the next 14 days. You can then pay in store.

Where do I go to collect my order?

Once the book store has received your reservation request you will be e-mailed and informed where in store you can collect your book(s).

Security and Data Protection

How do I know my details are secure?

Blackwell Online uses industry standard Secure Socket Layer (SSL) encryption to ensure the highest security for credit card and personal details submitted to us over the Internet. Recent surveys have shown that there is less fraud on the Internet than in real life situations (such as using your credit card in a department store or at a restaurant), and we're confident that we are offering the secure service you can expect from Blackwell. Our security certificate is issued by Verisign and we use High Grade Encryption 256bit - US industry standard security software. Information passed between your computer and our website cannot be read in the unlikely event that it is intercepted by someone else.

What do you do with my data?

Blackwell Online recognises the concern of our customers regarding privacy of information. All information you give to Blackwell Online is stored securely, and is not accessible to other users. Rest assured that any information you give to Blackwell Online will not be distributed to any other company outside of the Blackwell Group or its affiliated partners.

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.

We will e-mail you to keep you up to date with your orders. However, we will not send you marketing emails unless you have given us your consent. We will also give you the opportunity to unsubscribe on all marketing emails and you may unsubscribe yourself on your online profile at any time.

The type of information we will collect about you includes:

your name

address

phone number

email address

credit/debit card details

We will never collect sensitive information about you without your explicit consent.

We will endeavour to keep the information we hold accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

Blackwell Online relies on the use of cookies to process orders. Whilst you do not need to allow your browser to accept cookies in order to browse much of our website, you must have cookies enabled if you wish to shop or register at Blackwell Online.

Cookies are small pieces of information sent by a web server to a web browser, which allows the server to uniquely identify the browser on each page. Blackwell Online use 'session cookies' which are automatically deleted from your computer when you close your browser. You are always free to decline our cookies if your browser permits, although in that case you may not be able to place an order on our website.

If you have any questions/comments about privacy, you should email us at bob.online@blackwell.co.uk.

Customer Services

How do I speak to someone?

We recognise that the most immediate and effective form of communication is over the telephone and welcome your calls. You can call Customer Services on Tel: +44 (0) 1865 333536 between the hours of 08.00 and 18.00 Monday to Friday . Alternatively you can e-mail us by going to the Customer Care menu to E-mail us. This will give you the option to send us an e-mail message. You can select the type of query and we recommend you state your full name and order number. We aim to respond to your e-mail within 24 hours. However at busier times this may not always be possible.

When is your customer service team available?

Our Customer Services team are available to answer any questions regarding your order and possible purchases you wish to make.

You can call Monday to Friday 8am to 6pm GMT. We recommend you have your order details at the ready if your call is concerning an order. Should be unable to call within these hours you call leave a message which we will answer the following working day.

What is your complaints procedure?

We aim to offer the best service possible but recognise that from time to time things may go wrong that are beyond our control. We would aim to resolve any complaint as soon as possible and recommend you contact Customer Services as soon as you can.

If you e mail, you will get an automated acknowledgement of our receipt of your correspondence. We then aim to respond within 24 hours. We take feedback and complaints very seriously. We will investigate thoroughly to understand where any breakdown occurs so that we can avoid future mistakes. And it is our commitment to ensure we keep you informed throughout and find a suitable outcome.

If you are in any way unhappy with the way we have dealt with your complaint, please do contact the Head of Blackwell Online:

Tom Cox
Head of Online
Blackwell's UK Ltd
Unipart House
Garsington Road
Cowley
Oxford
OX4 2PG