Shipping & Returns Policy

1. Processing Times
We usually process orders within 2 business days. This includes checking your address, confirming stock, picking, packing, and labelling your order. 

During busy periods (such as new releases, sales, or public holidays), processing may take a little longer.

Some countries require extra information for customs. If this applies to your order, we’ll email you. Delays in providing this information may slow down processing and dispatch.

You’ll receive an order confirmation email, followed by a shipping confirmation once your order is on the way. Tracking will be provided where available.

2. Shipping Rates & Delivery Times

Estimated delivery times:
International Standard: Usually 10–16 business days from dispatch
International Express: Available on request and may incur additional fees

Delivery times can vary depending on your location, courier performance, customs clearance, and the size of your order.

Shipping rates are calculated at checkout based on your location and order weight. We subsidise the shipping for you as books are heavy, however, in some cases, we may contact you to confirm your address and request additional shipping fees for remote areas.

3. Customs, Duties & Taxes

We’re unable to mark orders as gifts or undervalue parcels, however, we do pay the duties in advanced for some countries.

Customers are responsible for any customs fees, import duties, VAT, or local taxes charged by their country.

If you’re unavailable to respond to carrier requests for payment or information, your parcel may be returned, abandoned, or destroyed. Unfortunately, we’re unable to resend or refund orders in these situations.

4. Tracking

All orders are sent with tracking where available. Tracking information is usually updated on business days only.

We recommend subscribing to tracking notifications where possible. Some countries provide limited tracking and local couriers may contact you directly. We’re unable to replace or refund orders if delivery attempts are missed due to lack of response.

5. Packaging & Damaged Items

We pack all orders carefully to protect your items.

If your order arrives damaged, please email us within 3 days of delivery at readers@softervolumes.com with clear photos of:
- The outer packaging (including the barcode on the book’s film wrap)
- The shipping label with tracking number
- The damage parts of the product(s)

To keep things fair, we require this information in one clear submission. Replacements are offered at our discretion and we’re unable to offer multiple replacements for the same order.

6. Delivery Issues

If your order arrives incorrect, or hasn’t arrived within 7 days of the expected timeframe, please contact us and we’ll do our best to sort things out quickly.

7. Returned or Undeliverable Packages

If a parcel is returned due to an incorrect address or failure to collect from customs or postal services, we’re unable to resend the order or offer a refund.

8. Pre-Orders

If your order contains a pre-order item, your full order will ship once all items are in stock. Estimated restock dates are listed on the product pages.

If you’d like in-stock items sooner, please place a separate order. Separate shipping charges will apply.

9. Digital Products

All digital products are non-refundable. They’re delivered instantly and can’t be returned once accessed.

If you run into any technical issues, just reach out and we’ll do our best to help. Please read the product details carefully before purchasing.

10. Books & Print Products

We want you to love what you receive.

If your item arrives damaged or defective, send us clear photos (including packaging) and we’ll make it right.

If you’d like to request a return for any other reason, we’re happy to review this on a case-by-case basis. As a small business producing limited quantities:
- Items must be unused and in original condition
- Return shipping is covered by you

11. Digital Gifts with Purchase

If your order includes a complimentary digital product and you later cancel or return your purchase, the value of the digital item will be deducted from your refund.

This helps cover the cost of digital content that’s delivered instantly and can’t be revoked once accessed.

12. Contact

If you have any questions about shipping or returns, you can reach us at:
readers@softervolumes.com