AbeBooks UK Buyer Help

Cancellations, Returns and Refunds

• How can I cancel my order?
• I have not received my book. What can I do?
• My book is not as described, damaged or the wrong book. What can I do?
• I have changed my mind. Can I return a book?
• Returns and Refunds overview

How can I cancel my order?

Occasionally, you may need to cancel your order after you have placed it online. You can cancel your order before the bookseller has indicated that the book has been shipped.

To cancel your order:

1. [Sign On] to your AbeBooks.co.uk account
2. Select [View My Orders] under My Orders in your Members Menu
3. Click on the link [Item Details] next to the order that you wish to cancel
4. Here you can cancel the order. Ensure that you click [Cancel] then [Verify] 

If the status is ‘Shipped’ you may be able to contact the bookseller before they ship the book. If the status of the order is ‘Shipped’ or ‘Availability Confirmed’ you will no longer be able to cancel the order via your AbeBooks account.

Tip: If the status of the order is ‘Availability Confirmed’ and you have not paid for the order the seller is unlikely to have shipped the book to you. Simply let the bookseller know that you wish to cancel.

1. Click the [Item details] button located to the right of the item
2. Click the [Ask a Question] button
3. On the Book Inquiry page:
     • Ensure your email address in the From text box is correct
     • Enter the subject of your inquiry
     • Type your question to the bookseller
4. Click the [Inquire About This Book] button

An email is sent to the bookseller on your behalf, and a copy is saved in your AbeBooks online account.

I have not received my book – what can I do?

If you feel that your book should have already arrived, please sign onto your account and check the estimated delivery date of your order:

• [Sign On] to your AbeBooks.co.uk account
• Select [View My Orders] under My Orders on your Members Menu
• Click the [Item details] button located to the right of the item

The item details will show you the estimated delivery date. If the estimated delivery date has past, please contact the bookseller.

To contact the bookseller once you are signed onto your account:

• Click [View My Orders] under My Orders on your Members Menu
• Find the book in question and then click [Item Details]
• Click [Ask the Bookseller a Question] to enquire. AbeBooks will also have a copy of your enquiry

AbeBooks does not own the books, therefore only the bookseller can provide you with tracking information or further details.

If it is 7 days past the estimated delivery date, and the bookseller has not provided tracking information, you can initiate a refund.

 

To request a refund for a book that has not arrived

If it is 7 day past the estimated delivery date, you can initiate a refund for 'Item did not arrive'. In your account click [View My Orders] and then select [Item details] for the order that has not arrived. You can then click on [Request to Return a Book].

Select a reason for the return from the drop-down list and add any additional comments.  These comments are displayed to the bookseller.

 

Once you have added your comments click [Initiate Return/Refund] and then confirm.

Both you and the bookseller will receive confirmation via email that your refund has been initiated. Should the bookseller not be able to provide you with a replacement copy or tracking information within 7 days the refund will be processed automatically.

Should you wish to cancel your refund request, this can be done within 7 days of initiating it. Sign on to your account and follow the above instructions on initiating your refund to cancel your refund.

If you find that the link [Request to Return a Book] is no longer available it is most probably due to the fact that the returns period of 7 to 30 days has passed. If this date has passed we kindly ask that you contact the bookseller. The bookseller can still process a refund for you.

To contact the bookseller once you are signed onto your account:

• Click [View My Orders] under My Orders on your Members Menu
• Find the book in question and then click [Item Details]
• Click [Ask the Bookseller a Question] to enquire. AbeBooks will also have a copy of your enquiry

Please note, however that the bookseller is not obliged to process a refund for any order that is outside the 30 day refund period and we are not authorised to process a refund at that stage without permission from the bookseller.

If you have paid the bookseller directly via debit card or PayPal you may wish to contact your bank/PayPal to dispute the payment.

If you have paid via credit card, please contact us if the bookseller does not reply or resolve the issue for you.

Tip: Always check the estimated delivery date. If after 7 days the book has not arrived you can then request a refund for the order in your account. You may wish to check with your local post office to see if delivery has been attempted within the 7 day period prior to initiating a refund.

For more information on returns and refunds please click here.

My book is not as described, damaged, wrong book – what can I do?

If the book that you have received is not as described, the incorrect item or was damaged during shipping, you can return the book to the bookseller for a refund.

We recommend that you first contact the bookseller to notify them that there is an issue with your order. The bookseller will best be able to provide you with a resolution.

To contact the bookseller:

• Sign on to your AbeBooks.co.uk account
• Select [View My Orders] under My Orders on your Members Menu
• Click the [Item details] button located to the right of the item
• Click the [Ask a Question] button

 

 

You can then enter your question. Should you not receive a response from the bookseller within 2 business days please contact us and we will follow up on your behalf.

To initiate a return for a book

If you have contacted the bookseller and not received a response, we recommend that you initiate a refund through your AbeBooks account.

Please note that a refund can only be initiated up to 30 days past the estimated delivery date.

To request a return:

• Sign on to your AbeBooks.co.uk account
• Click [View My Orders] under My Orders on your Members Menu

In the list of orders that appears, find the book for which you would like to initiate a return and click [Item Details]. In the Item Details, click [Request to Return a Book]

 

Select the reason from the drop down menu. An explanation of the reason codes can be found by clicking the [Explanation of Reason Codes] link, located to the right of the reason code menu.

Please add any additional comments you may have, as these comments are displayed to the bookseller and click [Initiate Return/Refund]

 

Once you have initiated the refund you will receive an automated email confirming that the refund is initiated. You will also be provided with the return address. Please note that your refund will be completed once the bookseller confirms they have received the order back.

Therefore, when you send a book back to the bookseller, you may wish to use a trackable means of shipment. If the bookseller does not receive the book, the refund will be cancelled.

To insert tracking information on your book return:

• Select [View My Orders] under My Orders in your Members Menu 
• In the list of orders that appears, find the book return for which you would like to insert a tracking number
• Click [Item Details] 
•  Insert the Shipping Company, Tracking number and Shipment Date in the boxes provided 
• Click [Save]

If the bookseller does not update the return, you will be automatically refunded 28 days after requesting it for a national return or 77 days for an international return.

Our bookseller members are professional members who are more than happy to address any issues that may arise and offer the best solution.

For an overview of the return reasons and refund amounts, please click here.

I have changed my mind – can I return a book?

You can request a return for any order made through AbeBooks. In fairness to the bookseller, please return the book as soon as you receive it.

To initiate a return for a book:

1. [Sign On] to your AbeBooks.co.uk account
2. Select [View My Orders] under My Orders on your Members Menu
3. In the list of orders that appears, find the book for which you would like to initiate a return and click [Item Details]. In the Item Details, click [Request to Return a Book]
4. Select reason ‘buyer does not want item’ from the drop-down list
5. Add any additional comments. These comments are displayed to the bookseller
6. Click [Initiate Return/Refund]

Please note a refund can only be initiated up to 30 days after the estimated delivery date.

Should you need to cancel the refund, this can be done as long as the order has the status "Return Initiated".  Simply sign on to your AbeBooks.co.uk account and follow the above instructions to cancel your refund.

When you send a book back to the bookseller, we recommend you use a traceable means of shipment. If the bookseller does not receive the book back, the refund is cancelled. To insert tracking information on your book return:

1. Select [View My Orders] under My Orders in your Members Menu
2. In the list of orders that appears, find the book return for which you would like to insert a tracking number
3. Click [Item Details]
4. Insert the Shipping Company, Tracking number and Shipment Date in the boxes provided
5. Click [Save]

Once the bookseller receives the book back, they will update the return online and AbeBooks will refund you. If the bookseller does not update the return, you will be automatically refunded 28 days after requesting it for a national return or 77 days for an international return.    

Returns & Refunds Overview

Our booksellers strive to maintain an excellence in customer service and customer satisfaction. With that goal in mind, our booksellers guarantee the condition of every book as it is described on our website.

 

To be eligible for a full refund of the purchase price, please be sure to initiate your return/refund through your AbeBooks account immediately after receiving the order and ship it directly to the bookseller in the same condition you received it in. Please note that a return/refund can be initiated through your AbeBooks account 30 days after the estimated delivery date.

 

Below you will find a table of the return/refund reasons, which also includes the amounts reimbursed for orders paid by credit/debit card processed through AbeBooks:

Return Reason	Description	Reimbursement
Item did not Arrive	The order did not arrive and it is more than 7 days past the estimated delivery date	Full refund = Book price + shipping charged
Buyer does not want item*	You received item, but do not want it and wish to return it to the bookseller for a refund	Full refund = Book price + shipping charged
Incorrect Item Delivered*	The item arrived but was not the item you ordered; you can return it to the bookseller for a refund	If initiated by buyer: Full refund + return shipping = Book price + shipping charged + return shipping equal to original shipping If initiated by seller: Seller can choose whether to refund the return shipping costs. For instance if the buyer is to keep the book as well as a full refund
Item was Damaged*	The item arrived but was damaged in the post; you can return it to the bookseller for a refund	If initiated by buyer: Full refund + return shipping = Book price + shipping charged + return shipping equal to original shipping If initiated by seller: Seller can choose whether to refund the return shipping costs. For instance if the buyer is to keep the book as well as a full refund
Item not as Described*	The item arrived but it does not match the description displayed when ordering; you can return it to the bookseller for a refund	If seller agrees: Full refund + return shipping = Book price + shipping charged + return shipping equal to original shipping If seller disagrees: Full refund = Book price + shipping charged

* Your return will be completed by the bookseller when the order is received back; you may wish to send the order back using a trackable service.

 

You will receive an automated refund notification email once your return has been completed. Your refund will be deposited back to your credit/debit card account by AbeBooks within 10 business days following the refund notification email.

 

Please Note: If you paid for your order via an alternative means such as PayPal, cheque or bank transfer, then the bookseller is responsible for ensuring that your money is returned to you.

AbeBooks Resolution Centre

Welcome to the AbeBooks Resolution Centre where you can find detailed help on how to resolve any issue that may occur.

 

We always encourage our buyers and member booksellers to communicate with each other when there's an issue with an order. If you've already attempted to contact the bookseller but did not receive a reply or a resolution to the issue, the information below will guide you through the next steps.

  

Preorder Enquiries

 

AbeBooks member booksellers are expected to answer all enquiries within 2 business days. If you have contacted a bookseller and have not received a response, it may be that the bookseller is dealing with a large number of enquiries or that they are away from their store and are unable to answer. You may wish to try again or even contact an alternative bookseller. If you have sent numerous enquiries but still not received a response, you can contact us and we will follow up with the bookseller on your behalf.

  

I would like to cancel my order

 

You can cancel your order before the bookseller has indicated to us that the book has been shipped. If the status of the order is "Shipped" or "Availability Confirmed" you will no longer be able to cancel the order via your AbeBooks account. You may wish to contact the bookseller directly, as it may be possible to stop the shipment of your order.

 

My order has not arrived

 

If you feel that your order should have already arrived, you can check the estimated delivery date of your order through the order tracking feature in your account. You can also contact the bookseller to enquire about the shipment date and to see if tracking information can be provided. If you do not receive a response from the bookseller, you can request a refund for the missing item between 7 and 30 days after the estimated delivery date.

 

I have received my order but…

 

If your order has been received damaged, incorrectly described or is the incorrect item altogether, it may be that the bookseller can send a replacement copy to you or that a partial refund may be offered. If a resolution cannot be agreed upon or you do not receive a response, you can initiate a return through your AbeBooks account and send the book back to the seller for a full refund.

  

I have changed my mind and would like to return my order

 

To return your order, please await delivery and then initiate a return through your AbeBooks account. Please return the book promptly and in the same condition as it was sent to you. A return can be initiated through your AbeBooks account up to 30 days after the estimated delivery date.

 

If all else fails and you still cannot find a resolution to your issue, you may wish to view our FAQ’s. Alternatively, you can contact us and we will be happy to assist you.

 

Subject related topic:

 

Possible Shipping Delays - News

How can I contact the bookseller about an order already placed?

Should you need to contact the bookseller about an order you have already placed you can do so via your Abebooks account as follows:

1. Click [View My Orders] under My Orders on your Members Menu
2. Find the book in question and then click [Item Details]
3. Click [Ask the Bookseller a Question] to enquire. AbeBooks will also have a copy of your enquiry

You will be sent an email confirmation of your inquiry. AbeBooks will also retain a copy. If you are contacting a foreign bookseller we recommend that you write in English.

AbeBooks would also like to explain that we guarantee the condition of every book as it is described on our website. You are eligible for a refund within 30 days if dissatisfied due to a bookseller error or if your book fails to arrive.

Learn more about our returns policy