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  • Welcome to customer service at Book Depository.

    We're committed to giving our customers the best possible experience of book buying online, with availability over 9 million titles within 48 hours and free delivery worldwide.

    The links below summarise the answers to some of the most common queries we receive, however we're always happy to hear from customers, you can contact us directly via our online contact form.

    eBooks
    eBooks FAQ

    FAQs

    How much is delivery?
    We are delighted to be able to offer free delivery on all direct orders, regardless of size, value or destination.

    Can you offer a specific day for when delivery will be made?
    Sadly not, the majority of deliveries are handled by domestic postal services, and we cannot offer a definitive time or date for when deliveries will be made.

    Are items dispatched together, or in separate packages?
    We find it more efficient to dispatch items separately. As we receive items from a number of different suppliers, who will invariably deliver items at different times of the day, and sometime, on different days entirely, we dispatch items as soon as they arrive, as opposed to delaying an order whilst we wait for an order to arrive in it's entirety.

    Can you provide tracking numbers for packages?
    The majority of orders will not be trackable once they have been dispatched to customers. However, high value books will be dispatched through DHL, UPS or Interlink, and these can be tracked.

    Can I cancel and return my order?

    Sure, you can cancel your order within 30 days of receiving it by completing our online cancellation form. Once you've cancelled the order, you must send the parcel back to us within 14 days. Once we get it, you'll be refunded the price of the item(s) within 14 days. You'll be responsible for the cost of returning the item to us, unless we delivered it to you in error or it is faulty.


    It is your responsibility to ensure safe return of the item(s) to us. If you return a high-value item, we recommend you use a recorded delivery service. We'll refund the same means of payment as you used to make your purchase.

    The price of my pre-ordered book has dropped, can I receive a refund for the difference?
    Sadly we are unable to offer retrospective refunds once an order has been placed and the sale price agreed between ourselves and the customer. However, pre-orders can be cancelled as long as they have not yet been dispatched to customers.

    Which payment options are available to me?
    We accept payments made with the following credit cards: VISA, MasterCard, AMEX, VISA Debit, VISA Delta, Maestro, Electron, SOLO. We are also delighted to be able to accept PayPal. We cannot accept orders paid for by cheque, postal order or proforma invoices.

    Can I place my order across the telephone?
    We can only process orders placed through the website. This policy ensures that we can accept your orders quickly and that your details are kept secure throughout the ordering process.

    Australian Customers
    Please note, orders placed over AUD $1000 may be subject to GST (Goods and Service Tax) and customs clearance fees, if the order is consolidated into one shipment.

    For more information, please visit the Australian Government Website below:

    http://australia.gov.au/topics/business-and-industry/trade-import-and-export/import

    GST is calculated as follows:

    (AUD $ Value of Goods + International Freight +Insurance + Duty) @ 10%

    Security Fee is approximately $10

    Also, effective from the 1st July 2009, the Formal Declaration Fee (formally known as the formal entry fee) imposed by the Australian Customs Service will be added to the bill - $55.20.

    A typical order of $1000 may end up costing an additional $250 once cleared through customs.

    Telephone Number
    A valid daytime contact telephone number is required if we upgrade the delivery of your items to a courier service. This is typically for orders of a high value. The upgrade is free of charge, and the telephone number will not be used for any other purpose other than to be given to the delivery driver.

    No gift tokens
    Sadly we cannot yet offer gift vouchers or certificates. We hope to be able to offer these in the future, and will make these available to customers as soon as possible.

    Cover design images
    I'm afraid that the images on our website are intended as a guide only. As a depository we do not keep our stock on site, they are sourced from various suppliers. The images are supplied by the publishers who can have various cover designs for one ISBN so we will not know what design we will receive until it is delivered.

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