Despatching lead times during sale periods supersede any lead times mentioned further below during ‘normal’ non-sale periods.
Any orders made during this sale period are being despatched in a staggered way on a first come first served basis during weeks commencing 25th April, 2nd & 9th May.
As an International or EU customer, are there any other charges?
Any Customs, Excise Duties, VAT (Taxes) and/or Customs Clearance Fees are NOT included in the item price or shipping charges. EU Countries seem to have different policies in place, so you MAY or MAY NOT be charged extra.
As a result of Brexit, EU countries are responding differently; they seem to have different policies in place, which makes their charging unpredictable.
Some of our customers are not being charged anything, whereas some have been charged between 10 and 32 Euros, for example, for ordering 1 book.
How can I get in touch about my order, and when will you respond?
Please contact us on email@example.com. Customers using direct messages or DMs via Instagram will be asked to contact us on firstname.lastname@example.org we’re a very small family business as well as we want to ensure any information we exchange is secure and protected.
Please do get in touch with us first if you have any issues with your order. We will try our very best to resolve the issue directly with you ASAP. We do appreciate that sometimes you may wish to get your payment card provider involved however even they (e.g. PayPal) prefer customers to work with the seller first and foremost just in case there’s a simple misunderstanding that can be resolved very quickly.
We will respond within 72 hours, though we will try to get back to you earlier if we can.
We do not respond to any emails on Saturdays and Sundays.
When will you despatch my order?
Unless you’ve paid for a speedier service (e.g. DHL Express Next Working Day Delivery), we can take up to 2 working days to process and then despatch your order.
NO orders are despatched on Saturdays or Sundays.
Why hasn’t my order been despatched?
Unfortunately we are unable to despatch an order to an address that our system has identified as incorrect.
If this happens, we will email you within 3-4 working days, asking for you to clarify your address. Please check your junk folder for such emails.
If we do not receive a response within 7 working days, we will cancel your order and your money will be refunded. Please go to: https://ibndaudbooks.com/returns-policy/
Please ensure all address details that are provided at the time of order placement are complete and accurate to avoid unnecessary delay.
What if I want to change my order?
We’ll do our best to accommodate you assuming your order has not been despatched already.
Please ensure you have selected the correct product(s) at the time of order placement.
How can I track my item?
You will immediately receive an email notification from email@example.com regarding your order.
You will then receive another email notification from us with either a delivery number so that delivery can be confirmed or a tracking number so that you can track the delivery of your item(s).
Please check your junk folder in case email notifications regarding your order have ended up there.
How quickly will I receive my item?
The end to end lead time for ‘Standard Royal Mail’ shipping is 5-10 working days (Not Tracked / Delivery Confirmation Only).
The end to end lead time for ‘DHL Express Next Working Day Delivery’ shipping can be 1-2 working days, depending on whether you made the order before or after 12pm / midday.
The end to end lead time for US International orders (shipped directly from the UK) is between 2 and 3 weeks.
We use services such as FedEx, depending upon the size of the order to ship orders outside of the UK.
Rest of the World:
The end to end lead time for ‘Standard Shipping’ orders is between 2 and 3 weeks.
We use services such as Royal Mail, DHL and FedEx, depending upon the size of the order to ship orders outside of the UK.
My shipping options only show UK. But don’t you ship worldwide?
Yes we do. Simply click on ‘Proceed To Checkout’ and select the country you wish to ship to in the ‘Shipping details’ section (below ‘Billing details’).
What happens if your Delivery or Tracking Reference says it’s been delivered, but it has not been?
Give it 1-2 working days. Royal Mail, for example, may have already processed your item as ‘delivered’ however last minute, may have come across delivery issues, which means they’ll most probably deliver the next working day. This has occurred in the past.
How will Covid-19 impact my delivery?
We endeavour to despatch your order ASAP, however we ultimately do not have control of delivery lead times.
Deliveries may not occur on time and as scheduled, so please do understand if you receive your order later than expected.
Royal Mail (known as ‘Standard Shipping’) deliveries are competitively priced, however do take longer.
We are now offering an ‘Express Shipping’ (air) service to certain destinations for customers who wish to take advantage of this.
Due to the current coronavirus situation, Royal Mail is no longer asking the recipient to sign for items delivered on or after Saturday 14 March 2020.
How much is shipping?
UK Mainland delivery is normally free and included within the price of your item (i.e. outside of sales periods).
Worldwide delivery charges are specified at checkout, and obviously depend upon the country to which your item is being shipped, as well as the weight and dimensions of your order.
What if my shipping costs are not specified?
Please ensure that your country has been entered correctly.
A message will appear if there are currently no shipping options available for your specific country or region, or if the system is not currently set up for the size of your order.
Contact us immediately at firstname.lastname@example.org if you have any issues. We will respond to address this ASAP so that you can make your order.
What are Pre-orders?
Where books are currently on ‘pre-order’, this section will state when our new stock is expected to arrive in the UK in sha Allah: XX.
Pre-orders can be made whilst we are out of stock, in anticipation of stock arriving, i.e. you can make a ‘pre-order’ to reserve your book(s) for when our new print arrives.
We will also keep you updated via our website as well as our Instagram page as soon as our new print stock has arrived in the UK and is ready to be despatched.