Bananas

I cannot activate my existing Book People account

If you are attempting to register your existing Book People account for use online, please ensure that you are entering the correct customer number. If you are receiving an error, please continue with this enquiry and we will be happy to help. Please provide as many details as possible to assist us in dealing with your enquiry.

I am unable to log in to my account

If you have forgotten your password, please use our forgotten password service. A randomly generated temporary password will be sent to the email address registered to this account. You will then be prompted to choose a new password when you log in.

If you have forgotten your email address, you can log in with your ten-digit customer number instead. If you don't know your customer number, please continue with this form to request your customer number and/or password. Please provide as many details of your account as possible.

If you have received an error whilst attempting to log in informing you that your account has been disabled, this may be because:

• An incorrect password has been entered too many times when trying to log in.
• Your account may have been manually disabled by a member of our team due to a previous payment discrepancy or suspected third-party re-sale activity on the account.
• It is possible that you previously had more than one active account, which we have merged into one account, leaving the others disabled.

If you would like to speak to a member of our team regarding your disabled account, please continue with this enquiry or call the Customer Enquiries line, 0845 602 30 30.

I am unable to register as a new customer

Please ensure that you have entered all of your details correctly and have filled in all required fields. If you are still experiencing problems, please continue with this enquiry and we will be happy to help.

I cannot amend my account details

To find out how to change your account details, including changing your name, address, email address or password, or to find out how to manage your account online, please refer to our Account Help page before continuing with this enquiry. If you are still experiencing problems, please provide details in this form and we will be happy to help.

I have more than one account and would like them merged

If you have more than one account with the Book People and would like them merged into one, please continue with this enquiry form. To help us deal with your request quickly, please provide us with your customer numbers, name and address and ask us to merge the two accounts.

I have a Points Passport enquiry

If you have an enquiry about the Point Passport scheme, please take a look at the Points Passport information page (if you are an existing Points Passport holder, log in before viewing this page to access the priority phone number and email address).

To check your Points Passport status, go to your Account and click on the Points Passport icon. This page will show you whether you are a Points Passport holder or not and how many more times you need to order to obtain or retain your Points Passport.

If the answer to your enquiry is not covered in the pages mentioned above, please continue with this form and we will be happy to help you.

I cannot submit my order

For information on how to place an order on the Book People website, please see our Ordering Help page before continuing with this form.

If you are still experiencing problems, please provide details in this form and we will be happy to help.

I have not received an order confirmation email

Your order confirmation email is only sent out once stock and payment details have been approved and your order is being processed. In rare instances, it may take up to 3 hours for you to receive your order confirmation email, so please only continue with this form if you have not received it after this time.

I am experiencing problems in my basket

Please read our Ordering Help page before proceeding with this enquiry, as your question may be answered there. If not, please complete this form with as much detail as possible and we will be happy to help.

My promotion code is not working

You can find out how to use promotion codes on our Promotion Codes help page.

If you have entered a promotion code into the basket and are seeing an error or not seeing the promotion applied correctly, please check the following before continuing with this enquiry:

• Please ensure that you have entered the code exactly as it appears on the offer letter or advertisement.
• Most promotion codes are advertised with an expiry date, so please ensure that the code is still valid.
• Some promotion codes cannot be used in conjunction with other promotions you have already claimed.
• If the code was accepted, but you are not seeing the promotion applied, please check the details of the promotion, as you may have to spend a certain amount before you are eligible for some delivery or free gift promotions.
• If you have found a promotion code on a discount code website, you may not have been given the correct qualifying information (eg/ the offer may only apply to certain products or over a specific total order value).

If you have checked the details above and believe that your promotion code should be working, please continue with this enquiry.

I have been charged incorrectly for my online order

If you believe that your card has been charged the wrong amount, please continue with this enquiry form and we will be happy to help.

I have not received my order within the quoted delivery time

Our estimated delivery times are a guide, based on the number of working days (Monday to Friday) you can expect to receive your order. Delivery times may vary during our busiest trading periods.

Please use the Order Tracking area of your account to track the progress of your order (you can also use this to track orders placed by post or over the telephone).

If your order is showing as dispatched, please use the tracking link to track this through the delivery company.

If your Order Tracking states that your order has not been dispatched and the estimated delivery time has passed, please continue with this enquiry and we will be happy to trace your order for you.

There is a problem with the order I have received

If the order you have received is incorrect, please continue with this enquiry including as many details as possible, such as your customer number, order number and details of the problem with your order.

If the books are damaged or faulty then ‘authorisation to return’ must be obtained. Contact us on our Customer Enquiries line, 0845 602 30 30 and we will arrange collection.

If you have changed your mind about to books you have ordered, or for more information on returning books, please refer to our Returns Policy.

I wish to cancel an online order I have placed

We're very sorry, but we are unable to cancel an online order once it has been submitted. Should you no longer require an order that has been placed, please refer to our Returns Policy.

Is this book coming back into stock?

If a book is showing as Out of Stock, we're sorry but we are unable to tell you if or when it will be back in stock. Some popular titles do occasionally return to our stock lines, however such items will be re-advertised accordingly. Books that we know are definitely not coming back into stock will be marked as ‘Sold Out’.

Although we do not currently have the facility to automatically inform customers when items they would like to order are back in stock, our website is updated daily so availability can always be confirmed online. Please check back soon.

Any other enquiries/problems

If you have a problem that is not covered in the enquiries listed above, please choose this option and continue with the enquiry form, providing as many details as possible.