Educational FAQ's

Will there be any delivery charges?

No you will not incur any delivery charges unless you are an International customer. For a List of International delivery charges see delivery information.

How do I cancel an order?

To cancel an order we do require any correspondence to be put in writing for your account history. We request that details of the items you wish to cancel, including ISBN/EAN and Order Reference, are sent to us in an email, to

How do I Return Titles?

In order to return a title, we must first check with our buying in department/wholesaler that we are able to return the books to the publisher. Once we have this information, we then move to book in a collection of the titles, for which we will provide a returns label. Charges of £3.00 per box (Administration Fee) and £4.95 per box (Courier Fee) will apply, to cover the return to the publisher.

If you do not wish to use our courier, you can also return any items via your own courier/postage; however, we do recommend using a trackable service (Administration fee still applicable). Unfortunately, we are unable to accept any returns when the books have been serviced, as the publisher will not accept these items back.

For a general quote

Quotes and prices can be requested at any time, via phone, on 01482 384 660 or email to

Can I place my order through an alternative method?

Yes - We accept orders in a variety of methods, details on which can be found below:

  • Through Website, the easiest fastest way to order.
  • Email them to
  • Fax them to 01482 384 677
  • Call us on 01482 384 660
  • Post them to:

Browns Books, 5 Redcliff Road, Melton, East Yorkshire, HU14 3RS

Why does it say ‘Parcel Data Received Awaiting Collection’ when I track my parcel?

If you have opted to have your order serviced, it could in our opeartions department waiting to be serviced or if the order release value was under £50 RRP it could have gone on a 3-day delivery. If it is still unclear, please do not hesitate to contact us, and we can look into this further for you.

When will I receive my order?

To qualify for Next Day Delivery your order needs to contain £50 RRP or more of In Stock Items. (Please see FAQ about Understanding In Stock titles)

If items were In Stock but ordered after 2pm then your order will be dispatched the following day next day.

Orders placed with servicing will typically take a further 5 – 7 working days.

What if I don’t have £50 of in stock items?

We would always advise that you spend over £50 RRP so that your order is released immediately.

Should your order not meet £50 RRP, your order will be released as soon as any back order titles arrive into stock and fulfil the £50 RRP limit.

At this point, the account will release, despatching items on a next day service.

Should the order, and any following backorders, never meet £50 RRP, your order will be released on a next day service within 7 days.

The maximum delivery time for stock items is 7 days. (But usually before!).

What does backorders mean / What does Dues mean?

A backordered title is an item that has been placed on order, but one that isn’t currently able to be supplied, for a number of reasons, such as waiting for stock at the Publishers.

Dues are a backordered title that has recently become available and is awaiting release/despatch from the account.

Understanding availability / In Stock items

Most titles will show a green ‘tick’ icon in the right-hand corner. This symbol identifies a title for which turnover and re-stocking is quick and often readily available, however, this is not to be confused with the current stock level.

The actual stock level is indicated in the price information, above the add to basket button, please see the screenshot below:

So whilst an item may be a ‘Stock Title’, it could also be Out of Stock.

If you are ever unsure, please contact our Customer Care Team for clarification.

How can I track my parcel?

Once logged in, tracking details can be found against via both the ‘Orders’ page and the ‘Invoices’ page. Click ‘My Account’ and then navigate to the relevant order or invoice and click the ‘Track’ link found at the end of each line.

Why are Out of Print books / Not Available books still visible on your website?

Our website receives all its information directly from a feed that is maintained by the publishers themselves. Unfortunately, this is not always updated on time and so the information then remains on the website until they do so. 

I ordered 150 copies of a book but I have only received 137, where are the rest?

If there are 137 copies noted on the accompanying invoice, then the outstanding 13 will be on backorder and will supply through as soon as stock becomes available. If it shows 150 copies on the invoice, please contact us with the necessary Order Reference, ISBN, Invoice Number and quantity believed to be missing so that we can assist you in tracking the items down.

Damages or Wrong Item Supplied

Whilst we endeavour to supply all of your orders to a high standard, we can appreciate that sometimes damages do occur. If this happens, please email photographs of the damage titles and the necessary order information to If you receive an item that you have not ordered, or if you have received an incorrect item, please make us aware via Email or Telephone and we will look to find the best solution for you.

I have received an email invoice but I haven’t received my books?

Email invoices are sent out automatically the moment an invoice in generated, rather than when an order is delivered. As such, these invoices will always be received much sooner than the books themselves. The books will follow suit in accordance with the delivery times detailed further up this page. If you have any concerns, please feel free to contact us.

How do I get a copy of an Invoice?

All deliveries will contain a hard copy of an invoice, however, there are a couple of ways to get another copy. If you have log on details for, then you will be able to navigate to the Invoices page, found under the 'My Account’ heading along the top of our website. Here you will find a list of all historical invoices, all of which can be saved in PDF format, printed or emailed. Alternatively, if you are having difficulties, please let us know the invoices you would like a copy of, and your email address and we will be able to send copies to you. We are also able to set up your account with emailed invoices. This will automatically send a copy of the invoice, as soon as it has been generated, to your designated email address.

How do I download a Marc Record?

Marc Records can be downloaded from the order summary page under the 'My Account' options. They can also be downloaded from the individual title page. For more help see our Marc Record Download Guide.

Personal FAQ's

How do I find what I’m looking for?

If you have tried entering the ISBN/EAN and this doesn’t return the result you expect, it is possible that this item is not in our database.  It may not be listed or it could be out of print or discontinued.  Our customer service team - will be happy to try to locate a copy for you.  All you have to do is let them have the details by email.

What are the benefits of having an account?

We ask that all customers create an account and have made this process as simple and as quick as possible. 

Your account will enable you to:

·         Edit and change the name on your account,

·         Edit and change your contact details (for example, email address)

·         Edit and change delivery address(s),

·         View your order and email history

·         Edit and change email newsletter preferences

·         Edit and change your Password

What can’t I do in My Account that will require me to contact customer service?

You will have to contact customer service – - if you wish to cancel an order.

Are prices inclusive of VAT?

All selling prices include VAT where relevant.  Books are not subject to VAT but it is included in the selling price of DVDs, Music CDs and other non-book products.

The costs associated with an Internet business are different to those of a high street shop-based operation.  As a consequence, different prices can be offered. While we try to ensure that all prices on our website are accurate, errors may occur.  If we discover an error in the price of goods you have ordered we will inform you as soon as possible. You will then have the option of reconfirming your order at the correct price or cancelling. Please refer to our Terms and Conditions for full details.

Which payment methods do you accept?

We accept credit/debit cards issued by UK banks only and PayPal.

What is 3D secure?

We want to protect you when you shop with us. 3D secure is an additional check when you enter your card details to help protect you against fraudulent use of your card.

There are two schemes: Visa's is called 'Verified by Visa' and MasterCard's is 'MasterCard SecureCode'. They are collectively referred to as 3D Secure.

3D Secure authentication requires the cardholder to register their card to take advantage of this service. This is a one-time process which takes place through the card issuer's website and involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder selects a password and agrees on a secret phrase, which will be used by the card issuer during each online transaction.

3D Secure can be thought of as an online version of 'chip and pin' technology. Instead of entering a pin number you will be asked to confirm the password registered to that specific credit card.

Why can I see a £1 charge on my online banking App?

To reduce the risk of fraudulent use of your card and on our website, card details are checked and verified before a 3D secure check is performed. This £1 temporary charge is due to banking processes and will automatically be released and will never be claimed or paid to Browns Books. 

Where do you deliver?

We deliver within the UK. For full details of costs and delivery times, visit our delivery information page.

Which address will my order be sent to?

Your order will be dispatched to the delivery address entered when you placed your order as confirmed in your order confirmation email.

Can I change the delivery address for my order?

Your order will be dispatched to the delivery address entered when you placed your order. We’re sorry but this cannot be amended. If you would like to change the delivery address you will need to cancel your order and place a new order with us.

Where is my order?

You can track your order via the order history section of My Account. From here you can check the status of your order including whether it has been dispatched. If your order has not yet been dispatched you can email us to obtain an update from our Customer Service team on its progress.

Once your order has been dispatched it should arrive within 3-5 working days or within 1 working day for Premium delivery. Please note: this does depend on product availability, your location and delivery selections. For more information on this, visit our delivery information page.

If your order has not arrived within the expected time frame and was sent via Royal Mail, please allow 10 working days for it to arrive before contacting Customer Services. If it was sent on a trackable service and there are issues with delivery, please contact us so we can resolve this for you.

How long will my order take to be delivered?

In stock items are usually despatched within 24 hours, you will then need to add on the delivery time depending on the delivery service chosen. Pre-orders will be despatched as soon as the item has been published or released. Please see the delivery information page for detailed information on delivery times and costs.

If an item is currently unavailable at our suppliers, we will endeavour to source it as quickly as possible. We will update you via email when you item become available with a quoted price and details for telephone payment.

How do I cancel an order?

To request cancellation of an order please email giving your order number.

Please note: if your order is for a title which is available for immediate despatch (In Stock) these orders are sent to our fulfilment partner as soon as the order is placed and in most cases cannot be cancelled. However, please do contact us as whilst we might not be able to stop the order from being despatched we will try to accommodate your request. Please note emails received outside of normal working hours will be answered the next working day.

Why has my order been cancelled?

Occasionally, a supplier informs us that an item is no longer available. This means they then have to cancel the order. This could be due to a book title going out of print, or a DVD or music CD that may have been deleted. Before we cancel an order, we will make every effort to contact you to advise which items from your order have to be cancelled.

How can I get a refund for a product bought online?

Items must be returned within 30 days of receipt.

Please see our Returns and exchanges section for full returns information and instructions as well as our terms and conditions. Some items (DVDs and Music CDs) cannot be returned once the security seal has been broken, unless the item is faulty.

If we've made an error, supplied the wrong item or the item is defective, we're very sorry, and we'll refund the cost of any return postage as well as replace the item free of charge. 

If you've changed your mind and don't want to keep the items received, you'll need to pay the cost of return postage. We do not currently offer a free returns service. 

Please refer to our Returns and exchanges section for more information on what you need to do.