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Reporting issues with your BookSource order

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We try to ensure that your books arrive on time and in perfect condition, but occasionally things don't always go to plan. We promise that this isn't normal, and where you experience any difficulties with your BookSource order(s) we'll do what we can to fix things, but we may need a little help from you. 

I haven't received my order

At the point of despatching your order from our warehouse we will have sent you an email confirming what books we've sent you and how we've sent them. If you haven't received your order within 7 days of this email (14 for non UK deliveries) please contact our Customer Service Team. We'll launch an investigation to find our what's happened and, if necessary, we'll send you a replacement order. It would be helpful if you gave them the following information from the email:

  • Your account number

  • Our Reference

  • The carrier we used

  • The date we dispatched your order

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I've received my order but there is obvious transit damage to the carton(s). Some of the books inside are damaged.

It's important that we make our carrier partners aware of when they've been less than perfect and there are processes in place for us to do this. In order for us to make a successful claim we must inform them within 5 working days of the delivery to you. To report a delivery issue contact our Customer Service Team with the following information - we'll find out what's happened but in the meantime we'll raise a credit for any damages and send you replacements where appropriate.  

 

  • An image of the damaged carton(s) on arrival. 

  • An image of the inside of the carton before removing the void fill or contents. 

  • An image of the DPD label(s) on the carton(s). 

  • The invoice number.

  • The quantity of each damaged ISBN.

  • Image(s) of all damaged book(s). 

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Some of my books are damaged but the delivery packaging was good

This is clearly down to how we've packed your books and we apologise for this. Send a message to our Customer Service Team within 5 working days of the delivery and of course we'll raise a credit for any damages and arrange replacements where appropriate. We'd like some information from you so that we can raise this with our Pick, Pack and Dispatch Teams

  • The quantity of each damaged ISBN.

  • A brief description of each damage

  • Image(s) of all damaged book(s). 

  • The invoice number.

I have received a faulty book

It is important to distinguish between a damaged book and a faulty one. Damages occur because of bad packing or poor transit whereas a fault is normally because of an issue in the printing or production process. We need to report faults to our publishers because quite often it involves checking the rest of the stock of that title to ensure that only good copies are picked for future orders. Please report faults  to our Customer Service Team within 5 working days of the delivery and include the following information. We will, of course, arrange credit and send replacements where appropriate.

  • The quantity of each faulty ISBN.

  • A description of the fault. 

  • Image(s) of all faulty book(s). 

  • The invoice number.​

Any other issue with your order from BookSource

We've tried to cover most eventualities here but if you have any other issue with your order from BookSource please always contact our Customer Service Team right away but in any case no later that 5 working days from your delivery. 

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