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Frequently asked questions
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Where's my order?
If you've placed and order and you're wondering why you haven't received it yet, first check the order status in your My Account. First login to your My Account. Now look under My Orders and check the status of the order. The status will show one of the following:
- Awaiting despatch - your order is being processed
- Partially Despatched - if you've ordered items with different availabilities you may see this from time to time
- Despatched - all items ordered have been despatched
- Complete - all items ordered have been despatched and 7 working days after the ETA has passed
Also check the ETA or estimated time of arrival (ETA) date as this date may not have passed. We base the ETA on the average time it takes for the parcel to be delivered from the day of despatch. If the ETA has passed and you still don't have your parcel then we recommend you track the delivery.
To track the parcel, login into your My Account, then select order concerned. Locate the tracking number and carrier used within the order notes. Make a note of the tracking number and then click on the tracking number - you will be taken to one of the following sites to enter the tracking number:
- ANC track and trace
- City Link track and trace
- Royal Mail track and trace
- TNT track and trace
If the parcel is still out for delivery, then give it a couple of days to arrive. If you the parcel still doesn't arrive within this time, then please contact us and we will quickly look into the problem for you and resolve it.
Email us on customercare@xultbooks.com or chat to an online representative stating the order number and the item(s) that have not arrived.
How can I pay?
We accept most major credit and debit cards, as well as xultbooks.com gift vouchers. Check out the payment options page for more in depth information.
How do I change my password?
Login into your My Account, then click on the My login in details to change your password and or username. If you've forgotten your password, click here
How do I get a VAT invoice/receipt?
An invoice is raised every time we despatch an item to you. If you order items with different availabilities by immediate delivery, you may have multiple invoices per order as we only charge you when we despatch the items, not before. To view and print a receipt:
- Login into My Account
- Select the order from under My Orders
- Each item will have an invoice number
- Click on the invoice number to view the invoice
- Remember to check for multiple invoice numbers if you chose immediate delivery
Is VAT already included in the price?
Yes, VAT is always included in the price on xultbooks.com.
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Is delivery already included in the price?
No, delivery is added within checkout as this depends on the option you choose. Go to our Pricing and VAT section for more information.
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When will my order arrive?
When you place an order you will be given an estimated delivery time for each item. This is also within your confirmation email and can be viewed within your user account My Account. This is based on the availability of the item, your delivery options and also your location.
This is only a guideline, but we do always aim to deliver before this date. Check out the delivery times page for more information.
How do I track my orders?
Tracking an order is quick and easy to do. Go to our tracking an order section for a step by step guide.
What countries do you delivery to?
We currently delivery to 25 within the EU: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Irish Republic, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and the United Kingdom. Go to our delivery destinations page section for more information.
What if I'm out and miss the delivery?
We do ask that you take reasonable steps to ensure that a delivery is successful first time round, but we know that this is not always possible, so don't worry. If the local country mail service (Royal mail for example) was used to deliver your parcel, a note will be left for you to collect your parcel from your local postal office. In the UK you have 3 weeks to collect your parcel before it is returned.
If a courier company was used, they will leave you a missed delivery note with instructions on how to re-arrange delivery at a more convenient time. See the How we deliver your orders section for more information.
How do I use this promotional code?
Promotional codes are entered while you are checking out. The Gift Voucher and promotional code section is beneath the delivery options. Simply enter the code within the promotional code box and press continue. This will then subtracted either the fiscal or percentage amount applicable to that code.
Some codes can be used any number of times within a period of time, others are for single use only and will therefore only work once.
How do I change my newsletter options?
You can quickly change your newsletter options from your My Account. Go to our Newsletter options section for more information.
How do I return an item?
We recommend that you check the refund and returns policy first before you return an item as there are certain instances when refunds and returns are not available.
The returns procedure section outlines how you can advise us of a return and how to return the item(s) to avoid any further damage, loss or delay.
How long will a refund take?
In the event that a refund is required, we will refund the appropriate amount within 14 days after receipt of returned items. See the refund and returns policy for further information.
My items are damaged, what do I do?
We make every effort to ensure that the items you ordered arrive in an as new condition. In the event that the items arrive damaged, please notify us up to 7 working days starting the day after you received the damaged items and we will make every effort to resolve this disappointment for you.
You can notify us by email customercare@xultbooks.com or through your user account My Account.
For more information, please see our refund and returns policy and returns procedure.
How do I track my orders?
To track an order you must first log into your My Account. Now select the order from under My Orders. Locate the tracking number within the order notes as well as who we sent the parcel with. Make a note of the tracking number and then click on the tracking number - you will be taken to one of the following sites to enter the tracking number:
- ANC track and trace
- City Link track and trace
- Royal Mail track and trace
- TNT track and trace
For more information, see our track an order section.
Can I pre order a book?
Yes, you can. We list titles up to 3 months before they become available. For more information please see Pre ordering books.
What if I order two items with different availabilities?
If you're ordering items with different availabilities, you can choose how you have them delivered. There are two options available to you:
- Complete delivery: If you choose this option you may experience a delay in receiving your order as we will wait until all the items are available before we despatch them to you. The advantage is that you will only pay one delivery charge for all the items. If the difference is only small this may be the best option.
- Immediate delivery: This option is best if you are in a hurry for your items. You will be charge a delivery charge per item but you will receive each items as it becomes available.
For more information see Ordering titles with different availabilities and delivery charges and options
Why wasn't my payment accepted?
If your card is declined, the best thing to do is to contact your bank and ask them why, as only your bank can tell you why your card has been declined. Here are some common causes you may want to check yourself first:
- The information you entered was incorrect
- The card has expired
- Your credit or limit
Please note that we currently do not accept American Express, Dinners credit cards or European Maestro debit cards.
Still need help? Contact us either by email, phone or by using the live help option above (a free & fast live chat), we're always happy to help.
