Frequently Asked Questions
Can I pay by invoice?
If you are ordering for a workplace we can of course invoice you. Simply choose the "Invoice with order" payment option when you place your order and make sure that your workplace name and address is included in either the invoice or delivery address section.
Do I have to be a member of Letterbox Library to order from you?
No, you can order as either a member or as a non-member. It's entirely up to you. But do remember that non-members don't benefit from the discounted prices. We usually advise customers spending £50+ during the year to take out membership through a £5 annual fee as you then earn your fee back straight away. For more information, see Membership.
Can I become a member/renew my membership at the point of ordering?
Yes. There is an option to add your membership fee or renew your membership when you complete your online order form. Your discount will apply immediately to that order.
How Much Is Delivery?
Standard delivery within the UK:
orders of £100+: FREE.
orders between £50 and £100: £6.95
orders between £18 and £50: £3.95
orders under £18: £2.95
Express delivery within the UK:
orders over £40: £10
orders under £40: £5.50
For overseas orders, please contact the office for a quote.
Which Countries Do You Deliver To?
We can deliver to most countries. If you are ordering from Ireland or from overseas, please contact us for a postage/packaging quotation. Wherever possible we will offer you a range of different delivery options to suit your needs and budget.
When will I receive my books?
Our website is updated daily and we hold a sizeable amount of stock so what you see online will, except in unusual circumstances, be in stock. We use Royal Mail and Parcelforce to deliver UK orders. Books that are in stock usually arrive within 2 days for First Class orders and 4 days for Second Class orders.
If a title is out of stock, please allow up to 14 working days for delivery in the UK. If the order is required urgently or you are ordering multiple copies of a single title, customers are advised to check stock availability when placing the order.
Will my books be dispatched together or in separate packages?
In almost all instances we will dispatch in one go. Delays can sometimes be caused if there has been a rush on a particular book and we are awaiting new stock. If an item is due in with us within 1 week, we will hold the order and send it all together. If we are expecting a longer delay, we will dispatch the order in 2 parcels. You will only pay for delivery once.
Can I Track My Order?
Yes, if you have an online account with us you can log on and track your order. If you don't have an online account you can phone or email us and a member of staff will be able to give you details of dispatch and delivery: 020 8534 7502 / firstname.lastname@example.org
Can I return an item?
If for any reason you are unhappy with any or all of the goods received, you can return them to Letterbox Library for an exchange or refund. You must do this within 10 days of receipt. The goods must be unused and in the condition they were supplied, including the original packaging. Please return these to us at: Letterbox Library, Unit 151 Stratford Workshops, Burford Road, Stratford, London E15 2SP. You shall be responsible for the cost of returning the goods for refund or exchange, except in the case of wrongly supplied, faulty or damaged goods. In such cases, please phone us on 020 8534 7502 to give us details and we will resolve the issue asap.
How can I cancel my order?
Easily. Simply send us an email (email@example.com), giving us your name and the date you placed your order. Or phone us on 020 8534 7502.
Do I have to place my order online?
No, not at all. We offer a range of methods of ordering for your convenience. You can order:
- over the phone 020 8534 7502
- by fax 020 8555 7880
- by email: firstname.lastname@example.org
- by post:
Unit 151 Stratford Workshops
I don't know which books to choose; can you help?
Yes of course. We know that busy education staff often don't have the time to search though lots of books and we also know that sometimes you will just want a little bit more information on the suitability of certain titles. We have a friendly staff team with an in depth knowledge of all of our titles. Do just email us or call us during office hours (Mondays-Fridays, 9am to 4.30pm): email@example.com / 020 8534 7502. You might also be interested in either our Books-on-Approval or our Selection services. Click on the 'Services' tab above.
Can I visit your shop?
Please do! We are less of a shop and more of a mini warehouse. We have a unit in Stratford and all our stock is based there: Unit 151 Stratford Workshops, Burford Road, London E15 2SP. We are a 10 minute walk away form Stratford tube station and just a couple of minutes from the DLR station, Stratford High Street. You are very welcome to come here and browse before you purchase. We may even lay on a cup of tea for you! Our office hours are 9am to 4.30pm, Mondays to Fridays but we do ask you to call us before you visit- this is because our warehouse also operates as an office and because we are sometimes out on school visits or at exhibitions.
Can you visit my school/nursery?
For settings with a budget minimum of £2,000 to spend, we can provide a whole school/library stock consultancy and supply visit which can include a half day visit to your setting, depending on your location. For more information, please click on the 'Services' and then the 'Selection Services' tabs at the top of the page.
Parents' Evenings/Book Fairs: we are unable to attend these currently. However, we can provide a box of books for you to sell at your event through our Books On Approval service. There is a £200 spend attached to this service (sometimes workplaces do this by 'topping up' the sales for eg: you sell £100 worth of books to parents, the school buys £100+ for their own library). Please click on the 'Services' and then the 'Books On Approval' tabs at the top of the page.
Can you attend conferences?
Letterbox Library exhibits at regional and national events. We provide short workshops/talks to teachers (eg: using inclusive books in the classroom), speak at industry events on our book specialisms and chair author panels. If you would like us to attend your event, please email/phone us. 020 8534 7502 / firstname.lastname@example.org
Can we see your books before we buy?
Yes. We know that many book-lovers want to touch, hold and READ their books before buying! You can of course visit our shop- see can I visit your shop (above)? If you are buying on behalf of your workplace, you may also be interested in our special books-on-approvals service. This is a free service to customers who have a budget of £200+ to spend. Please click on the 'Services' and then the 'Books On Approval' tabs at the top of the page.
How Can I Contact You?
In all manner of ways!:
by phone 020 8534 7502
by email email@example.com
by fax 020 8555 7880
by post Unit 151 Stratford Workshops, Burford Road, Stratford, London E15 2SP.
You say you are a not-for-profit social enterprise and a workers' cooperative. What does all of that that mean?
A social enterprise is a business which trades for social and environmental purposes and which reinvests its profits to sustain and develop its mission for positive change.
Letterbox Library is run on a not-for-profit basis: this literally means that we are in this business for the passion, not for the profit. We do not have any shareholders or fat cats. So, where we do make a profit, this is reinvested in our book selection and diversity work meaning that we continue to benefit you.
Letterbox Library is unfunded. We do not receive any grants for our work.
Letterbox Library is a workers' cooperative. A cooperative is a group of people who work together and make decisions democratically to meet a common need. Cooperatives are not about making big profits for shareholders, but creating value for customers. Cooperatives are based on the values of self-help, self-responsibility, democracy, equality, equity and solidarity. Cooperative members believe in the ethical values of honesty, openness, social responsibility and caring for others.
Letterbox Library is a member of Cooperatives UK.