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MOST FREQUENTLY ASKED QUESTIONS

  • Why have I been charged £15?
    At our website, you can either shop as a guest or as a member. For our members the prices are lower than for guests, and purchases at member prices therefore require a membership of £15 per month.

    This means that when you choose to shop at our members price, like you have chosen to, you create a membership.
  • How do I cancel my order?
    Orders are dispatched upon completing the order. We strive to ship all orders as fast as possible, hence the chances of cancelling an order before dispatch are limited. You can choose to not collect the package when it arrives at the service point. It will then automatically be returned to our warehouse after 18 days. If the package however already has been delivered, you are welcome to return the goods to the following address:

    Buuks UK
    PO Box 48
    Westham East Sussex
    BN23 6WB

    You must return the order to the address above in undamaged condition at your own expense.
  • What is my order stauts?
    All of our books are sent directly to you from our suppliers, with a delivery time between 1-3 business days. There can occur delays in periods of greater demand, e.g. holidays and school start/start of term.

    You will receive an email and a text with Track & Trace from Royal Mail, as soon as the package is on its way to you.
  • Why have I been charged £1.00?
    We reserve £1.00 from your account to validate the payment. Once the full payment for the order has been validated the reservation will disappear automatically and you therefore won't be charged for it.
  • How do I cancel my membership?
    You can easily cancel your membership, by either logging in to your account in our customer center or by contacting our customer service by phone or email.

    1. In the top right corner of the website you will find a head-shaped icon, where you can click and log into "My Account" via the customer center. Note that if you are using a mobile phone or tablet, you will find "My Account" by scrolling down to the bottom of the page under "Customer Service".
    2. Enter the email address you have used for your purchase.
    3. If this is your first time logging in, use the "Do you need a password?" feature. You will subsequently receive an email with a link to choose a password that you can log in with. (Remember to check your spam filter if you haven't received it).
    4. When you are logged in to your account, you can manage your membership, change your personal information and view your previous membership invoices, amongst other things.
    5. Under the tab labelled "Membership", you will find the "cancel membership" button.
  • Can I shop without becoming a member?
    Yes, you can shop at Buuks.co.uk without becoming a member. We also sell all of our books at a non-members price which you just have to select instead, before adding your item to the cart.
  • What benefits do I have as a member?
    You have the opportunity of buying all of our 500.000 books at the cost price. Members also get free shipping to the UK with Royal Mail.
  • How do I become a member?
    You simply have to make a purchase at members price in our shop. The membership will be activated automatically.
  • Is my membership binding?
    After the first month, the membership is no longer binding, which means you can cancel your membership at any time if you don’t wish to be a member anymore. Purchasing at our members price requires a membership, you are therefore obliged to pay the first month's membership fee.
  • Can I change or add an item to an order?
    Orders are dispatched upon completing the order. We strive to ship all orders as fast as possible, hence the possibility of changing or correcting an order before dispatch is not possible.
  • My package was delivered, but I have not received it?
    If you are certain that you have not received your package, and have checked that Royal Mail has not delivered it to a neighbour or placed it in a safe place in the vicinity of your delivery address, we ask you to please fill out the attached 'denial of receipt' form, and send it in return to: info@buuks.co.uk.

    Hereafter, we will make sure to forward it to our logistic partners who will investigate the case further. Please note that there is a processing time of up to 14 days.


ABOUT THE BENEFIT CLUB

  • I terminated my membership within the first month, why am I being charged?
    When terminating your membership within the first month, you will only be charged the first membership fee of £15. We won't charge you any further after this.

    Purchasing at our members price requires a membership, you are therefore obliged to pay the first month's membership fee. New members get 40 days for the price of 30, hereafter £15 per month.
  • How long am I bound as a member?
    New members get 40 days for the price of 30, hereafter £15 per month. After your first month, the membership is no longer binding. This means you can cancel your membership at any time, you will only have to pay for the membership period you are in.
  • Will I receive a welcome/newsletter?
    You will receive an order confirmation by email, after making a purchase, which contains the membership terms and other information about the membership. Receipts for the membership fee's can be found under "My Account" in the customer centre in the top right corner of the website.

    If you want to receive information about our current offers and promotions, you can sign up for the newsletter in the check-out while making your purchase or on the bottom of the website.


PRACTICAL THINGS

  • How do I log in to "My account"?
    1. In the top right corner of the website you will find a head-shaped icon, where you can click and log into "My Account" via the customer center. Note that if you are using a mobile phone or tablet, you will find "My Account" by scrolling down to the bottom of the page under "Customer Service".
    2. Enter the email address you have used for your purchase.
    3. If this is your first time logging in, use the "Do you need a password?" feature. You will subsequently receive an email with a link to choose a password that you can log in with. (Remember to check your spam filter if you haven't received it).
    4. When you are logged into your account, you can manage your membership, change your personal information and view your previous membership invoices, amongst other things.
  • Problems with logging into "My account"
    It is important you use the same email address, that you have used when making your first purchase. If you are unable to log in, it may be due to various issues:
    - That you have typed your email incorrectly when making you first purchase, but this would also result in you not receiving your order confirmation.
    - That you have used a different email address.

    Please contact our customer service if you cannot log in; find our contact information in the bottom of the website.
  • What is my member/customer number?
    Your purchase and your membership, is registered to the email address you used when doing your first purchase. Therefore, it is very important when shopping our members prices, that you use the same email address for every purchase, otherwise you risk creating several memberships. The first time you log in to our customer center, use the "Do you need a password?" feature. You will subsequently receive an email with a link to choose a password that you can log in with. (Remember to check your spam filter if you haven't received it).
  • I need an invoice?
    When you log into "My account" in the customer center, you can view and download PDF's of your previous invoices for the membership fees. We primarily do business with private individuals and only offer direct payment via card. Following an order, you will receive an order confirmation, which also doubles as the receipts for the purchase.

    If you wish to do business with us as retail customer, please refer to the question: Can I shop with you for retail purposes?
  • How do I change my password?
    If this is your first time logging in, use the "Do you need a password?" feature in our customer center. You will subsequently receive an email with a link to choose a password that you can log in with. (Remember to check your spam filter if you haven't received it).

    If you do not remember your password, use the "I forgot my password" feature in the customer center. You will then receive an email with a link to choose a new password (Remember to check your spam filter if you haven't received it).
  • Where is the store located?
    We do not have a physical store you can visit. All our business including sales, exchanges and returns only take place online. Should you wish to return an item or use your right of withdrawal, you must send the package with a mail carrier that offers track & trace, in case the package does not arrive with us. See more in our Terms and Conditions.


ABOUT PURCHASES

  • My package was sent to a different Customer Service Point?
    If you chose Local Collect for your parcel and it was sent to a different Customer Service Point (CSP) than the one you chose when you places your order, it is because the chosen CSP was either full or for other reasons couldn't receive your parcel. In this case Royal Mail will inform you by a text or email notification.
  • Can I exchange an item?
    Unfortunately, we do not offer exchange of our products. However, if you are not satisfied with your purchase you can exercise your right of withdrawal. We offer a 90-day return policy for all books, given they are in approved condition.
  • How do I exercise my right of withdrawal?
    There is a 90-day return policy on all books on our website. When you wish to return a book, you must contact us and inform us about your wish to exercise your right of withdrawal first. When we have confirmed this, you must return your purchase without any unnecessary delay, within 14 days of informing us.

    Your notice must be given to us by email to Info@buuks.co.uk. In your message you must clearly state your order number, that your wish to exercise your right of withdrawal and which products you wish to return. You must enclose a copy of your order confirmation and/or a copy of the model cancellation form (found in our terms and conditions).
  • How do I return an item?
    If you wish to return any items, please note that you are liable for any return costs yourself. Returns must be made within 14 days, from the date that you inform us about the return.

    The deadline is met if you ship the goods before the period of 14 days has expired to the following address:

    Buuks UK
    PO Box 48
    Westham East Sussex
    BN23 6WB

    OBS! Please note, that the package must be sent with a mail carrier that offers Track & Trace and you cannot deliver the item to the address yourself.
  • How do I complain about an item?
    In the event that you should receive a faulty item, please contact us as soon as possible via email: info@buuks.co.uk for further information on what to do.

    Within six months of the date of delivery and in the event of the product being faulty, you are entitled to a repair, replacement or a refund (when repair/replacement is not possible). After six months from the date of delivery, similar rights exist, but only if you can prove that the fault was present at the point of delivery.

    Find more information regarding this matter in our terms and conditions.
  • I haven't received an order confirmation?
    If your purchase has been completed, i.e. you have approved our conditions and entered your payment information - you will receive an order confirmation to the registered email address.

    If the email does not arrive in your email inbox, please do check your spam inbox. If you haven't received anything, a mistake might have occurred, and we encourage you to contact our customer service either by phone or by email: info@buuks.co.uk.

    Find more contact information on the bottom of the website.
  • Can I shop for retail purposes?
    It is only possible to buy in bulk at our non-members price, as our members price is reserved for privat purchase i.e. for personal use only. Therefore you are welcome to choose the non-members price if you wish to purchase larger quantities of one item.

    Please note that our shop is primarily for privat individuals, therefore we can only offer you the payment method available on the site and the only invoice or proof of purchase we can offer is the order-confirmation.
  • Do you offer student discount?
    Unfortunately, we cannot offer student discounts. All our books are sold at their cost price, if you chose to purchase for the members price. There are therefore great discounts, when purchasing for our members prices.