Terms and Conditions
We will endeavour to send out your order within 24 hours from receiving payment for your books wherever possible. In the event that we do not have a title in stock, we will contact you.
Postage costs are calculated by the weight of your total order and will reflect current prices as defined by Royal Mail. Where possible, we will send the books by the cheapest, safest route and adjust the postage accordingly. We provide a variety of different delivery options: for small packages we use first class post or standard parcels, and for larger parcels we use a courier.
We post to anywhere in the world that a courier company will deliver to. If you would like a delivery to 'Rest of the World' destinations more than 2kg we will send your order by courier and agree the price with you.
All packages will be sent with proof of postage when sent via Royal Mail and full tracking where couriers are used.
Returns & Refunds
In the event that you place an incorrect order you may return the incorrect items to us and receive a refund for those items. Please contact us first to advise us, within 7 days of your receiving the goods. Make sure you use adequate packaging materials and send the books registered post, ensuring that you have proof of postage as we cannot take responsibility for goods damaged when returned to us. We are not able to refund the return postage for incorrectly ordered titles.
If we have sent you the wrong book we will refund everything, including what it costs you to return the book to us and the postage for sending the correct title.
In the event of your receiving damaged goods you may return them to us for a refund or replacement. When sending a return, please note that the parcel is your responsibility until it reaches us. We strongly recommend that you send it via registered post, gaining a certificate of postage. Please also note that we cannot take responsibility for goods damaged when returned to us, so please ensure that you use adequate packaging materials.
If you wish to cancel an order, please will you do so by telephone (you can contact us on 01603 879 466) and give a reason for the cancellation. We aim to send out books within 24 hours where possible, so early cancellation is imperative. If your books have been sent out already, you will be liable for the postage.
For any changes, it is best to telephone us (01603 879 466) or contact us via the contact page.
Security of Personal Information
The security of our customers' personal information is very important to Serpentina Books; we take every precaution to ensure that your details are kept entirely protected by using the latest Secure Server Technology. All personal information is used exclusively by Serpentina Books to process your order and maintain your account. We never make your details available to other companies for marketing purposes but may, occasionally, send you an email informing you of our own promotions.
All details that you submit to us during the ordering process are encrypted so that there is no possibility of them being harvested by any third party. We do not store any of your financial information and keep all contact details secure, only accessed by staff of Serpentina Books who have been trained to keep all information confidential and secure.
Should you find that we have made an error in your details, please don't hesitate to contact us either via our Contact Page or by telephoning 01603 879 466.