Letting Us Know About a Problem

If you have any questions or complaints about your purchase, please contact us.

For queries about our goods or digital products, including requesting a refund or making a return, you can contact us by email at support@laurenceking.co.uk (please quote your order reference number if you have one).

For all other queries, you can find contact details here.

To see our full returns and refund policy, please view our terms of sale.

Q: I made an order on your website and l haven’t received it yet. When can I expect it?

A: We aim to deliver all orders in the UK within 3-4 working days, and 10-15 working days for international deliveries. International deliveries are sent by standard airmail. If you are ordering multiple books, they may arrive in separate packages. If you have any queries on the shipping status of your order, please support@laurenceking.co.uk

 

Q: Can I edit my order once placed?

A: Orders placed are processed at regular points during the day and night. This means that where a product is in stock, it is likely that it has already been picked and packed before we would be able to change any part of the order.

Where your order is for a pre-order, changing the order should be possible up to a week prior to publication date. We often send pre-orders out before publication date so you receive your order on the day it becomes available.

 

Q: I want to return my order.

A: Please contact our customer services team via email: support@laurenceking.co.uk. Please do check our Terms of Service for full details.

 

Q: Do I have to pay to return my order?

A: If it is your choice to return the product, you must cover the return postage including sufficient insurance to cover any loss or damage caused by the shipping. If the product is returned and found to be damaged, we may reduce the amount of refund.

Please do check our Terms of Service for full details.

 

Q: What can I do if my order is returned to sender or lost in transit?

A: Contact our customer service team on support@laurenceking.co.uk. We may be able to re-send it to you. Where it has been lost, we will try and send a replacement or offer a full refund if there is no stock remaining. 

 

Q: My limited edition was damaged, lost or failed to be delivered.

A:  Please contact support@laurenceking.co.uk. and, if we have stock, we will provide a replacement or refund at your choice. If we run out of stock, we will offer a full refund and our apologies. 

 

Q: My jigsaw puzzle is missing a piece. Who can I contact about getting a replacement?

A: We’re sorry to hear that your puzzle is missing a piece. Our manufacturers employ various quality control checks to try and overcome this but missing pieces will occur to a limited extent during the manufacturing, packing and transportation process. If you have purchased your jigsaw from our website, please contact support@laurenceking.co.uk with details of the puzzle and your purchase to arrange a replacement or refund. If you did not purchase your jigsaw puzzle from us, please contact your place of purchase.

  

Q: I have a query about a specific product. 

A: If you would like to know more about a specific product, please contact our customer support team support@laurenceking.co.uk.

 

Q: How do I request a refund? 

A: If you are not happy with your product and would like to discuss a refund, please contact our customer services using support@laurenceking.co.uk. Please include your order reference number and details of your concerns. 

 

Q: Do you cover import duties or customs charges? 

A: Shipping destinations outside the UK may incur import taxes, customs charges and courier brokerage fees payable by the recipient. Please see our Shipping Policy for more info. 

 

Q: Do you offer gift vouchers? 

A: Unfortunately we are unable to offer gift vouchers for our store. 

 

Q: Do you offer matching numbers for special editions? 

A: Unfortunately, this is not possible. Customers purchasing numbered editions will receive the numbered copy as it comes to hand from stock in our warehouse. 

 

Q: What do I do if I have purchased a Laurence King book from a different retailer? 

A: Please contact the retailer. We are unable to help with queries or issues relating to orders placed with other retailers.  

 

Q: Do you deliver to Ukraine/Russia/Israel? 

A: We are unable to deliver to embargoed or other locations where international supply is restricted or dangerous. 

 

Q: Why don’t you ship some products to the USA/Canada/other?

A: Territorial rights held by other publishers may prevent us from shipping to certain countries. We recommend finding a retailer local to that country to obtain a copy (if available). 

 

Q: I’m trying to order an item but my country isn’t appearing in the delivery form. What is the best way to order my desired item?

A: Please visit Laurence King US for delivery to:
Central and South America (excluding Belize, Suriname and Guyana), Canada, Cuba, Dominican Republican, Guadeloupe, Haiti, Martinique, Mexico, Puerto Rico, Saint Barthelemy, Saint Martin (Dutch part), Saint Martin (French part) and United States of America.

Please visit Laurence King Verlag for delivery to:
Austria, Germany and Switzerland

Please visit BIS Publishers for delivery to:
The Netherlands

Please visit Laurence King for all other countries, if you are still having issues with ordering please e-mail: hukdcustomerservice@hachette.co.uk.