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Frequently Asked Questions


Can I Pay By Invoice?

  • If you are ordering for a workplace we can of course invoice you. Simply choose the "Offline Payment" option when you place your order and make sure that your workplace name and address is included in either the billing or delivery address section.

How Much Is Delivery?

  • Standard delivery within the UK:

      orders of £100+: FREE.
      orders between £50 and £100: £6.99
      orders between £18 and £50: £3.99
      orders under £18: £2.99
     

  • 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 for small orders and Parcelforce for larger orders in the UK. Books that are in stock usually arrive within 2 days for First Class orders and 4 days for Second Class orders. With large book packs we prefer to only dispatch when the book pack is complete. This means that dispatch might be delayed.

 

  • 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 / info@letterboxlibrary.com

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 contact us within 14 days of receipt. You will then have a further 14 days to return the goods. 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 (info@letterboxlibrary.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 email: info@letterboxlibrary.com

  • by post: Letterbox Library, Unit 151 Stratford Workshops, Burford Road, Stratford, London E15 2SP

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): info@letterboxlibrary.com / 020 8534 7502.

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 office. We simply ask that you contact us to make an appointment. 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 £250+ to spend. Please contact us if you would like to know more about this service.

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.

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