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Personal FAQ's

At Browns Books we offer books, stationery, music (CDs and Vinyl), DVDs and Blu-ray for personal customers. eBooks & audio is currently not available for personal customers.

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 – enquiries@brownsbfs.co.uk - will be happy to try to locate a copy for you, all you have to do is let them have the details by email.

  • On the site
  • On the service
  • On the products

We love to receive feedback from our customers.? Please send us your feedback by email – enquiries@brownsbfs.co.uk

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

It’s easy to do and once an account has been registered, click Sign in to reach your account.

You will have to contact customer service – enquiries@brownsbfs.co.uk - if you wish to cancel an order.

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.

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

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.

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.

We deliver within the UK.

For full details of costs and delivery times, visit our delivery information page.

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

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.

You can track your order via the order history section of My Account, from there 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.

In stock items are usually dispatched 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 your item(s) become available with a quoted price and details for telephone payment.

To request cancellation of an order please email enquiries@brownsbfs.co.uk 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 dispatched we will try to accommodate your request. 

Please note: emails received outside of normal working hours will be answered the next working day.

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.

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 will 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.