This section answers the questions we are asked most frequently. By looking through these questions you may find what you need to know. If you feel that a question is missing, please contact us here.
How can I change my details?
Your personal details can easily be changed by logging into your profile. To login or register for a profile, please use the sign in link at the top of the site. Once logged in you can change your name, contact details, password & any newsletter preferences. If you wish to delete your account altogether please contact us and this will be done for you.
What do I do if I've forgotten my password?
If you have forgotten your password, click here to visit the forgotten password page. Enter your username into the field provided, then a link will be emailed to you to enable to setup a new password of your choosing.
How do I update my credit card information?
Once an order has been placed, we are unable to update the card details on your order. Also, for your security, we do not hold any card details on our servers. The details required for your order are held by DataCash, a company owned by MasterCard.
How long will my order take?
Delivery times will vary depending on which products you have purchased. On average we aim to dispatch your order the following working day from your order. Postal times will vary, but on average it takes 2-4 working days for your order to arrive, however if it is later than this, it may be delayed in the post. With this in mind, please allow 10 working days before contacting us with regards to your order.
If an item is currently unavailable at our supplier we will endeavour to source this as quickly as possible and will update your order history with the latest information. If you place an order with titles with differing availability and want these dispatched together, the whole order will be held until all items are available. Your credit card will not be charged until the order is dispatched.
Where is my order?
The method of dispatched is detailed in your order history. All of our orders are dispatched via Royal Mail. If your order has not arrived within the expected time frame, and you choose the standard service please allow 10 working days for it to arrive before contacting Customer Services. If you choose the Speedy service and it has not arrived after 3 working days, please contact us so that we can investigate.
How can I cancel my order?
Providing our customers with a speedy service is very important here at Speedyhen. To ensure this is achieved, all of our systems are fully automated. This means that it isn’t always possible to cancel your order. However, you are able to cancel items that are out of stock or on pre-order before they are dispatched.
Is there a minimum order value?
Our minimum order value is just £1.00. The price you see is the price you pay, delivery is FREE on Speedyhen!
Why was my order cancelled?
Before we cancel an order we will make every effort to contact you to advise which items have been cancelled. Sometimes we are informed by a supplier that an item is no longer available and they have automatically cancelled the order. This could be due to a title going out of print, or a DVD or music CD being deleted.
I’ve ordered via Amazon Marketplace, AbeBooks, eBay or Rakuten, how do I contact you?
If you have ordered on one of the above sites you will need to contact us via the respective website. This ensures that your message is passed to the correct customer care team as quickly as possible.
Why are prices on your website lower than on Amazon, eBay or Rakuten?
The costs associated with running our own website are different to those of a marketplace platform. Whilst we try to offer the most competitive prices across the sites we sell on, due to various costs associated with listing this isn’t always possible.
Where possible we will try to send your order in as few packages as possible. However sometimes we have to send your items separately, you will be notified of this in your account section.
How long will it take for my order to be dispatched?
We aim to dispatch your order within 24 hours as long as it has been ordered before 2pm. However, if your item is in stock it is possible that it will be much quicker than this. You will receive an email confirming dispatch as soon as your order leaves us.
If you order a title that is out of stock (backorder) your order will be dispatched as soon as stock is received. You will be notified as soon as the order is dispatched.
If you pre-order a title on Speedyhen it will be dispatched on or as close to the release date as possible.
Which delivery method will you use?
All of our UK orders are dispatched by Royal Mail and our International orders use their local postal service or courier depending if you choose tracked on non tracked.
When will my order be delivered?
For UK delivereies, once dispatched Royal Mail will aim to deliver your order in 2-5 working days.
For international deliveres, once dispatched we will aim to deliver you order in 5-12 working days.
In the event of your order being delayed or lost in the post, we will endeavour to provide a suitable resolution. While we aim to deliver your order in the time frame specified, occasionally events outside of our control can cause delays. Because of this we would ask that you allow 10 working days for UK before contacting us about your order 4 weeks for International orders.
What is our ‘Get this Speedy’ delivery service?
The ‘Get this Speedy’ service is a premium delivery service offered to our customers based in the UK.
All orders that are dispatched via this service are sent via Royal Mail and will come with full tracking.
Simply place your order before 2pm and providing your order is in stock we will guarantee it will be delivered to you in 1-2 working days!
Tracking details will be issued in your dispatch email confirmation.
Do you deliver overseas?
We are delighted to say we now offer worldwide shipping.
Can I change the delivery address on my order?
We are currently unable to amend or change a delivery address once an order has been placed. Your order will be dispatched to the address entered when placing the order. However, please contact us and, if not yet dispatched, we may be able to cancel your order. This would then mean you can place a new order with the correct delivery details.
Can I collect the item from you?
We trade solely online and cannot offer personal collection for our administration or warehouse addresses.
Which address will my order be delivered to?
Your order will be dispatched to the delivery address entered when you placed your order and confirmed in your order confirmation email.
Payment, pricing and refunds
Are prices inclusive of VAT?
Items that are subject to VAT have the 20% rate reflected in their RRP. Please note, books are not subject to VAT, however for items where partial or full 20% needs to be applied the VAT is included in the selling prices reflected on our website. Full VAT items include eBooks, eReaders, DVDs, Music CD's, games and other non-book products.
Do you offer bulk discounts?
The prices on our website are already discounted, however for bulk orders we will consider offering additional discount, where possible. Please email your details and as much information regarding the products you require along with their quantities, to our customer services team.
What payment methods do you accept?
We accept Visa and MasterCard credit cards, Visa Debit Cards and PayPal. We only accept cards issued by UK banks. If paying with PayPal a UK billing address is also required.
When will I be charged for my order?
If placing an order with a credit or debit card your order will not be charged until dispatch. Orders placed via PayPal will be charged at the time of order.
What is 3D secure?
We want to protect you when you shop with us and this is an additional check when you enter your credit 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'. These are both 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.
We only accept credit/debit cards issued by UK Banks.
How can I get a refund for an item bought online?
Items must be returned within 30 days of receipt and returned to Speedyhen. Please see our returns for full returns information and instructions as well as our terms and conditions. Some items (DVD's and Music CD's ) 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. Please contact us before the item(s) are returned so we can offer you the best solution to rectify the error as speedy as possible.
What do I do if I have received a faulty product or the wrong item?
If upon inspection your order contains a material fault or you receive an incorrect item, please contact us before returning the item. To ensure a speedy resolution please enclose the following:
- Your order number/email address registered with Speedyhen if different from the one used to contact us.
- Images of the faults/defects
- ISBN/EAN of the incorrectly received item(s)
If we request you to return your order please do so within 30 days of receipt.
What do I do if I receive a damaged item?
In the event that your order arrives damaged please accept our apologies. In order to investigate the issue promptly, please contact us within 7 working days. Please ensure you provide us with your order number and images of the damaged item:
- Images must depict the damage caused. The images you send must also include the packaging the items arrived in including the delivery note. If we request you to return your item, please do so within 30 days of receipt.
Speedyhen cannot be held liable for return postage costs of orders returned without prior agreement.
Why do I have to supply images of damaged/defective items?
Supplying us with images of any damaged/defective items enables us to ensure that the best resolution is provided. Images also help us to ensure that our remaining stock is fault/damage free.
Do you accept returns?
Here at Speedyhen we want you to be 100% satisfied with your purchase. Please contact us before you return item(s). Item(s) must be returned within 30 days for a replacement of the same item or a refund.
For a refund or replacement the items need to be returned:
- In their original condition; ideally in the original packaging provided.
- To the correct return address as provided below
- Within 30 days of receiving the item
- With a copy of the delivery invoice (Included by us within the package when dispatched)
- CDs and DVDs must be returned with their holographic seal or shrink-wrap intact.
- Any other item must be returned in a new condition with its original packaging and accessories.
It is your responsibility to ensure the safe return of the item(s) to us. If you return a high-value item, we recommend you use a recorded delivery service. For all returned orders we would advise you obtain a proof of postage from your chosen carrier.
If the item is being returned due to damage or a product fault, and you have contacted us prior to returning it, your postage costs will be refunded upon receiving proof of a valid postal receipt.
To ensure that a prompt replacement or refund is provided please see the following guidelines when returning your order:
- Make a copy of the order invoice included within the package and clearly state the: Order number, email address and the reason for returning the item(s).
- Enclose the above within the package and use the returns address sticker included on the packing slip provided. This can be found in the bottom right hand corner.
- Address the package to: Speedyhen Returns, PO Box 48, East Sussex, BN23 6WB
How will I be refunded?
You will be refunded to the same payment method used when placing the order. We are not able to make cash or cheque refunds. Please note we are only able to refund the amount originally paid. Any authorised returns postage can be issued via a PayPal transaction or a Speedyhen Voucher for you to use on our direct website within 90 days. We will issue the refund within 14 days of the return being received, though it can take up to 30 days to appear on your credit card statement.
I am an author/publisher/studio - how do I get my product on your website?
The titles listed on Speedyhen are based upon the stock catalogue of our suppliers, so may not cover everything available in the UK. However, if you would like to have your title/s listed, please contact us and we will forward your enquiry for consideration.
If you have any issues with how your product is listed on the website please contact us with full details of the issue and we will forward to the relevant department to resolve.
What products can I buy?
We offer books, audio books, eBooks, stationery, DVDs & Blu-rays and music CD's.
The information is incorrect
If you notice any errors or incorrect information, please let us know so we can correct them. Please click here and complete the online form.
Cover design images
The images supplied on our listings are intended as a guide only. Our products are sourced from various suppliers. The images are supplied by the publishers and studios directly who have various cover designs under the same ISBN/EAN number. With this in mind it isn’t always possible for us to guarantee that you will receive the cover shown. If in doubt, please contact us directly and we will endeavour to check our stock before you make a purchase.
Can you send me some images from inside the Book/CD/DVD?
Due to copyright restrictions and the majority or our items being factory sealed we are unable to provide additional images from inside our products.
How can provide feedback?
We'd love to hear from you and get your views on our site and service. To provide feedback on our website please contact us.