Frequently Asked Questions

We’re here to help. If your question isn’t answered below, please contact us.

What are your response times for enquiries?

We aim to respond to all email enquiries within two (2) working days.

Do you deliver to PO Box or BFPO addresses?

We are unable to deliver to PO Box addresses.

We will attempt delivery to British Forces Post Office (BFPO) or international military addresses. However, if delivery to such an address is unsuccessful, Chiselbury cannot be held responsible. Reshipping may incur an additional fee.

Stock Availability

We generally hold at least five (5) copies of each title in stock. Orders exceeding this quantity, or orders for older titles that may be print-on-demand, may require additional copies to be sourced from our supplier. This can take up to ten (10) working days. We will inform you if this applies to your order.

When can I expect to receive my order?

We aim to dispatch all in-stock orders within one (1) working day of receipt.

Please allow the following delivery times after dispatch:

I haven’t received my order yet. What should I do?

Please first check the tracking information provided in your dispatch email.

If you have not received dispatch or tracking details, contact us. We also recommend checking your mail reception area and email spam folder in case delivery or contact attempts were missed.

UK Orders

If your order has not arrived within 3–5 working days of dispatch, please contact us for assistance.

International Orders

For international deliveries, please allow up to six (6) weeks from the date of dispatch for your order to arrive, as delays may occur due to customs or local postal services.

When I select my country, it shows delivery is unavailable. What does this mean?

Some destinations are currently under embargo or are temporarily unavailable due to carrier restrictions.

In certain cases, these destinations may still be serviceable via manual processing. If you encounter this issue, please contact us before placing your order.

Is your website secure for card payments?

Yes. We use Stripe, a leading global payment provider, to process secure transactions. We also accept PayPal. All payments are handled in accordance with industry-standard security practices.

What is your returns policy?

Consumers purchasing physical goods have a 14-day cooling-off period from the day after delivery, during which you may cancel your order for any reason.

You then have a further 14 days to return the goods to us.

Refunds will be issued within 14 days of receiving the returned goods.

Digital products (eBooks)

All eBook sales are final. By purchasing, you consent to immediate delivery and acknowledge that your right to cancel is lost once delivery begins.

Returning damaged items

If your order arrives damaged or faulty, please notify us as soon as possible after receipt. You may return the item for a full refund or a like-for-like replacement, including reasonable return postage.

Delivery to the EU – VAT, Customs & Charges

Since 1 January 2021, deliveries to EU countries are subject to local import rules.

These charges and delays are outside our control.

Additional information for non-UK customers