Shipping costs to countries outside the UK are automatically calculated and displayed in your shopping basket at checkout.
UK Delivery – We offer free UK delivery on any orders over £35.00. For orders under £35.00 postage is charged at a £3.00 flat rate.
Rest of World – Deliveries to non EU countries will be within 10 working days. Deliveries to North America can take up to 3 weeks.
Our web orders are facilited by our partners at Glassboxx. Please find our FAQs regarding our print web orders below:
FAQs
Shipping
Tax, customs and IOSS:
This information relates to direct orders from the Birlinn website.
The UK does not charge VAT/GST sales tax on books but international customers should be aware that shipments may attract import charges, usually VAT applied by the government of the recipient country and collected by the courier or postal service that is transporting your parcel. Admin fees may also be charged in addition to VAT charges. This is because many governments have asked couriers to collect these charges on their behalf and the couriers have chosen to pass this cost on at the point of delivery
On 1st January 2021, the rules for exporting from the UK to the EU changed. EU customers buying directly are no longer able to benefit from purchasing books tax free and import tax is now payable when the books are imported. The rate charged varies by country. We urge all international customers to check their own country’s rules and regulations prior to purchase, as we are not able to take responsibility for taxes and charges beyond our control.
These must be paid by the customer and we cannot reimburse you unless this has been agreed in writing before the purchase was made.
However, please kindly note that exceptions apply under The Import One-Stop Shop system (IOSS). This is an electronic portal that simplifies the Value Added Tax (VAT) obligations for businesses selling goods online to customers in the European Union (EU). IOSS is applied to orders up to €150 over this threshold, please kindly note that taxes and customs are payable. These are primarily set by the national governments of individual countries. Each country has its own laws and regulations regarding the import and export of goods, and these laws determine the rates and conditions for customs duties. Please kindly note the seller and carriers have no influence over these.
Tracking your shipment and carrier communication:
Before finalising your print order, you will be prompted to select your preferred shipping method. Please note that these options vary in cost, transit time, and tracking availability. Should you choose an untraceable shipping method, we will be unable to provide tracking information or detailed order updates beyond the initial shipment notification. For comprehensive tracking capabilities and regular updates on your order’s progress, we recommend selecting a shipping method that offers these features.
For efficient assistance with any inquiries regarding your print order, kindly include your order number, the email address used during purchase, and the tracking number (if applicable) in your correspondence. This information will enable us to address your query promptly and effectively.
Please be advised that our distributors reserve the right to select the shipping carrier unless a specific carrier is designated by you during the checkout process. The seller assumes no responsibility for communication initiated by the carrier. To ensure seamless delivery, please provide accurate and up-to-date contact information prior to order submission, as modifications may not be feasible subsequently. We also advise you to monitor both your primary inbox and spam folder regularly for any delivery notifications from the carrier, as communication methods may vary.
How carefully will my books be packaged to prevent damage during shipping?
We understand the importance of receiving your books in excellent condition. While we always strive to ensure the safe and secure delivery of our products, please note that shipping is facilitated by a third-party carrier, and therefore we cannot guarantee specific packaging methods beyond our standard procedures (like bubble wrap, extra stuffing between books). Rest assured, however, that our books are packaged with care to minimise the risk of damage during transit.
My order seems to be delayed. What should I do?
We understand that unexpected shipping delays can be frustrating. While we strive to ensure timely delivery, occasional unforeseen circumstances with our shipping partners and warehouse can occur. Please accept our sincere apologies for the inconvenience this may cause.
We recommend taking the below steps if your order is experiencing an unexpected delay: Check Your Tracking Information: The most up-to-date information regarding your shipment’s status is usually available through the tracking number provided in your shipping confirmation email. Please check this first for any updates or notifications from the carrier.
Allow Sufficient Time: Please consider the estimated delivery timeframe provided at the time of purchase. Minor delays within this window are not uncommon, especially during peak and holiday seasons. Please kindly note that the national bank holidays at the country of origin are also likely to have an impact on the shipping process as well as external factors beyond our control (e.g., weather events, customs procedures, postal strikes).
Contact the Carrier Directly (If Necessary): If your tracking information indicates a significant delay or if you have specific questions about the shipment’s whereabouts, contacting the carrier directly can sometimes provide more detailed insights. Their contact information is usually available on their website or within your tracking details. Please have your tracking number ready when you contact them.
Contact Our Customer Support: If you’ve checked the tracking information and the delay extends significantly beyond the estimated delivery timeframe, or if you have any concerns, please don’t hesitate to contact our customer support team. When reaching out, please provide your order number and tracking number so we can investigate the situation further and assist you as best as possible.
Please be assured that we are working diligently with our shipping partners to minimize delays and ensure your order reaches you as quickly as possible. We appreciate your patience and understanding.
My order is missing, what should I do?
We sincerely apologise if your order appears to be missing or lost in transit. We understand how frustrating this can be. Please be assured that your order is important to us and we take missing/lost orders seriously and will do our best to resolve the issue for you promptly. We appreciate your patience and cooperation as we work to find a solution.
We have listed a few steps that you can take to either locate your parcel or expedite the replacement/refund process:
Check with your neighbours and possible safe places: Sometimes, packages are mistakenly delivered to a nearby address or left in a less obvious location around your property (e.g., porch, side door, with a building manager).
Contacting the carrier directly: If the tracking information indicates a delivery issue or a significant period has elapsed without an update, contacting the carrier directly can often provide more specific details or confirmation of a lost parcel. This confirmation is a necessary step to facilitate the dispatch of a replacement order. Their contact information can typically be found on their website or within your tracking details. Please ensure you have your tracking number readily available when contacting them. We regret to inform you that we are unable to directly obtain lost parcel confirmation from the carrier, as this process often requires personal information that we do not possess. We apologize for any inconvenience this may cause and appreciate your understanding.
Contact our customer support: If you’ve checked the above steps and obtained your lost parcel confirmation from the carrier, please contact our customer support team as soon as possible. When you reach out, please provide your order number, tracking number and as much detail as possible to ensure the best possible customer journey.
I received a damaged item, what should I do?
If you have received a damaged item, please contact us to report this, and include photos of the damaged item in your email. This will allow us to work towards resolving this in a more timely manner.
Returns and refunds
How can I organise a return or refund?
If you have received a damaged item and would like a replacement or refund, please contact us directly at info@birlinn.co.uk as soon as possible, including photographs of the damaged items and your order details. Once we have this information we will organise a refund or replacement.
How can I cancel an order?
If you wish to cancel an order, please contact us at info@birlinn.co.uk, or email customer services if you need to cancel an order. We might be able to cancel it if we can intercept the order before it is sent to the shipping distributor. Once the order has been shipped, it cannot be cancelled. You could contact us to arrange a return if we cannot cancel the order.
Contacts
Contact Birlinn – info@birlinn.co.uk / 0131 668 4371
Contact Glassboxx – birlinnhelp@glassboxx.com
Contact BookSource – customerservice@booksource.net
