Delivery and Returns
We hope the following information will be useful for all your shipping, delivery and returns queries. If your question isn’t answered, you could also try our Help page for more information on how to order and subscriber help.
Under normal circumstances our delivery times are listed below:
- UK: 3-5 working days from receipt of order
- Rest of World: please allow at least 14 days from receipt of order
However, at present, please be aware that during the current covid-19 and Brexit situations deliveries are severely disrupted. This is a particular issue with parcels to the EU.
If you need a book urgently or would like to check the progress of your order, please call our customer service line on 0845 370 0067 (Mon-Fri 9am-5pm GMT) or (international) +44-141-642-9192 or email firstname.lastname@example.org and one of our customer service team will help you.
Please be aware with the Brexit situation duty may be payable by the customer on receipt of books into Europe. We are currently unable to specify what these may be.
Our standard post and packing rates are as follows:
- UK: Currently FREE for all orders
- Europe: £5.00 for the first book and £1.50 per book thereafter
- North America, Australia and New Zealand: £10.00 for the first book and £2.50 per book thereafter
- Please note that we do not currently ship books to countries other than those listed above.. If you wish to have books delivered to another country, please email email@example.com and we will try to help.
Books for UK delivery only
Some of our books are only available for delivery to UK addresses. If there are any sales restrictions, this will be made clear on the individual book page.
Sale of eBooks
You can’t buy eBooks direct from the Kelpies website. To purchase an eBook, select your preferred retailer from the drop-down menu on the individual book page. eBook prices are at the discretion of individual retailers and no Kelpies discount codes or vouchers can be applied to them.
Cancelling or amending an order
If you need to cancel or amend an order, please call our customer service line on 0845 370 0067 (Mon-Fri 9am-5pm GMT) or (international) +44-141-642-9192 or email firstname.lastname@example.org as quickly as possible and speak to one of our customer service team. If the order has already been despatched, you will have to return the book once you receive it (see Returns, below).
We have temporarily extended our refund policy to 60 days for orders placed after 1st April 2020.
If you change your mind you may return any book in its original condition for a full refund (not including postage) within 60 days of receipt of your order. Please contact our customer service team on 0845 370 0067 (Mon-Fri 9am-5pm GMT) or (international) +44-141-642-9192 or email email@example.com for permission to return the book (stating your order reference, surname, delivery postcode and reason for return).
If you have received an incorrect or faulty order, please email the Customer Service Team quoting your order number so they can assist you in resolving the problem promptly.
Please note that Floris Books cannot pay return postage costs unless there has been a processing error or the book is damaged or defective.
In the unlikely event that your order is missing or delayed (please see Delivery times, above, for information about average delivery times), please contact our customer service line on +44-(0)845 370 0067 (Mon-Fri 9am-5pm GMT) or firstname.lastname@example.org. Please include your order reference, surname and delivery postcode in all correspondence.