At Keel Row Books we pride ourselves on our customer service.
If you have a query relating to a purchase made in the bookshop,
an online order or delivery, please contact us by phone at the shop
during normal opening hours on +44 (0)191 296 0664.
Alternatively, you can email us at email@example.com.
We are members of the ABA, ILAB and the PBFA,
and we abide by their Code of Good Practice.
POSTAGE & SHIPPING
All posted items are fully insured through our own business insurance, and are well packaged in strong cardboard mailers or boxes. Orders received in the morning of a working day are usually dispatched the same day.
Click and collect. Local customers can order online or reserve an item over the phone, and collect the order from our shop during normal opening hours. There is no charge for this service.
Postage is free for orders over £20, placed on our website or over the phone at the shop, and delivered to a UK address. Orders are usually dispatched within one working day. Orders are sent by the most appropriate method for the value and weight of the books- either Second Class, Second Class Signed For, Parcelforce or Next Day Special Delivery. Want us to use a particular service? We're happy to help- however there may be a small additional charge for some services. Our free postage policy applies to full price items- we may choose to charge for postage for some discounted sales. Please contact us by phone +44 (191) 2960664 for help with postage options. Alternatively, you can also email us at firstname.lastname@example.org.
Postage is free for orders over £150* placed through our website or over the phone at the shop and delivered to an international address. Orders are usually dispatched within one working day. Orders are sent by the most appropriate method for the value and weight of the books- usually Airmail or International Signed and Tracked. Heavier items may be sent by Economy (Surface mail) or by courier such as UPS. Our free postage policy applies to full price items- we may choose to charge postage for discounted sales. Want us to use a particular service? We're happy to help- however there may be an additional charge for some services. Please contact us by phone +44 (191)2960664 for help with postage options. Alternatively, you can also email us at email@example.com.
*International postage for orders under £150 are charged as follows:
Rest of world: £9
Items remain the property of Keel Row Books until full payment has been received, and orders must be sent to the card billing address except by prior agreement.
FREQUENTLY ASKED QUESTIONS
Selling to us
Do you buy books? Yes, though of course it does
depend on what they are! Please see our Sell Books page for more information.
If I sell my books to the Keel Row Bookshop, how will I be paid? We typically pay by cheque or bank transfer, or cash for smaller transactions.
Can you come my house to view books I have for sale? We travel throughout the north of England, Scotland and beyond to view and purchase books, maps, prints, photographs and paper ephemera.
Where do you deliver to? We deliver worldwide. Most orders are dispatched within one working day: if you need it faster than that, give us a call or email us and we’ll do our best to speed things up!
How long will delivery take? Most UK orders will be delivered within three to four working days after dispatch. Most international orders are delivered in seven to fourteen working days after dispatch, the exception being heavier items that we may chose send by Economy Mail (Surface). We do try our best to meet the delivery timescales that we quote, but occasionally a parcel can be late due to reasons that are out of our control.
How will my order be packaged? We take lots of care with our packaging to make sure your books get to you safely. We wrap books first if appropriate, then pack in strong cardboard mailers or boxes. We're working hard to reduce the amount of plastic we use for packaging and now usually use paper 'bubblewrap' or craft paper to protect books. As part of our ongoing commitment to reduce plastic waste, we save a good deal of the packaging materials that are received at the bookshop in deliveries sent to us, for reuse in outgoing orders.
Do you offer trade discount? We offer trade discount to all bone fide members of the book-trade. Please contact us prior to purchase to arrange discount terms.
RETURNS & REFUNDS
All items are guaranteed to be as described.
If you’re unhappy with your purchase for any reason, we offer a no-quibble money back guarantee. Items must be returned in the condition in which they were sent. If you wish to return an item, please let us know within a fortnight of receiving your order.
You can let us know by calling or emailing us. Returned items must be dispatched to us within a month of you receiving the order.
Upon receipt of the returned item, we will issue a full refund including your original postage cost. If the book was inaccurately described, we will also refund the return postage. Our return postage refunds are limited to an amount equal to what you paid us in the first instance for the outward postage.
Website customers: We will save your contact details to correspond with you about your purchase and delivery. We may also ask if you wish to receive details about other books we have in stock.
We will ask for your permission to add you to our mailing list, and will only do so if you agree.
Customers using our 'Contact us facility': We will use your contact information to respond to your query. We may ask for your permission to save your details or add you to our mailing list. We will only do so if you agree.
Customers signing up to our newsletter: If you sign up to our newsletter, we'll save your contact details and will send you a maximum of a few emails or newsletters a year telling you about books we have in stock, book events and news and special offers. Whatever method you sign up by, you can unsubscribe at any time by using the unsubscribe button at the foot of the newsletter. Alternatively, you can also email us at firstname.lastname@example.org or phone us on 0191 2960664 and ask us to remove you from our mailing list.
You can contact us at any time and ask for a copy of the information we have saved about you. You can also ask to be removed from our database or mailing list. Finally, we won't share any of your details with any other organisation or business, ever!