FAQs

Where is my order?

You can track your order via the order history section of My Account. From here, you can check the status of your order including whether it has been dispatched. If your order has not yet been dispatched you can email InternetEnquiries@igloobooks.com to obtain an update from our customer service team on its progress.

Once your order has been dispatched, it should arrive within 48 hours. Please note: this does depend on product availability, your location and delivery selections.

If your order has not arrived within the expected time frame and was sent via Royal Mail, please allow 10 working days for it to arrive before contacting Customer Services. f it was sent on a trackable service and there are issues with delivery, please contact InternetEnquiries@Igloobooks.com so we can resolve this for you.

How can I cancel my order?

To request cancellation of an order please contact InternetInquiries@igloobooks.com, giving your order number and reason for cancellation. Please note: if your order is in the process of being dispatched it cannot be cancelled.

How long will it take for my order to be dispatched?

If your order is in-stock, we will usually dispatch it the same working day, providing your order is received before 3pm. Otherwise we will dispatch it the following working day.

Can I change the delivery address on my order?

To request a change of address please email InternetEnquiries@Igloobooks.com giving your order number. Please note: if your order is in the process of being dispatched, the address cannot be changed.

When will I be charged for my order?

You will be charged for your order as soon as you complete the checkout process on the website.

What do I do if I have received a faulty product or the wrong item?

If your item is faulty, damaged, or you have received the wrong item please email InternetInquiries@Igloobooks.com to speak to one of our customer service representatives. Who will advise you further.

Igloo Books cannot be held liable for return postage costs of orders returned without prior agreement.

Why do I have to supply images of damaged/defective items?

Supplying us with images of any damaged/defective items enables us to ensure that the best resolution is provided. Images also help us to ensure that our remaining stock is fault/damage free.

Do you accept returns?

Yes, we want you to be 100% satisfied with your purchase. Please email us before you return item(s). Item(s) must be returned within 30 days for a replacement of the same item or a refund.

For a refund or replacement the items need to be returned:

  • In their original condition; ideally in the original packaging provided.
  • To the correct return address as provided below
  • Within 30 days of receiving the item
  • With a copy of the delivery invoice (Included by us within the package when dispatched)
  • DVDs must be returned with their holographic seal or shrink-wrap intact.
  • Any other item must be returned in a new condition with its original packaging and accessories.

It is your responsibility to ensure the safe return of the item(s) to us. If you return a high-value item, we recommend you use a recorded delivery service. For all returned orders we would advise you obtain a proof of postage from your chosen carrier.

If the item is being returned due to damage or a product fault, and you have contacted us prior to returning it, your postage costs will be refunded upon receiving proof of a valid postal receipt.

To ensure that a prompt replacement or refund is provided please see the following guidelines when returning your order:

  1. Make a copy of the order invoice included within the package and clearly state the: Order number, email address and the reason for returning the item(s).
  2. Address the package to: Returns, PO Box 48, East Sussex, BN23 6WB