Start by contacting us with your order reference and a short explanation. Please arrange the return with our team before sending a parcel.
If your order arrives with a problem
Check your books when they arrive. If an item is damaged, incorrect or missing, contact us as soon as you notice the problem so we can investigate.
Share your order reference, the affected book title and a description of the issue. Photos of the book and packaging can help us assess damage or a packing error. Keep the packaging where possible.
How to request a return
Contact our team using the email or phone details below. We will review the issue and explain the next steps, including whether the item needs to be returned and the correct return address.
Do not send items to a courier depot or an address taken from an old parcel without checking with us first. Keep any return tracking or postage receipt.
Condition and change-of-mind requests
While a return is being arranged, take reasonable care of the book and keep any included accessories. Tell us about any writing, markings, missing pages or other changes to its condition.
For a change of mind, a duplicate purchase or a book ordered by mistake, contact us before returning it. We will explain whether a return or exchange can be offered and any applicable conditions or delivery costs.
These steps do not limit remedies available for faulty, damaged or incorrectly supplied goods under applicable consumer law.
Exchanges and return delivery
Where an exchange is agreed, the replacement depends on availability. If the same book is unavailable, we will discuss a suitable alternative or refund with you.
We will confirm the return method and who is responsible for delivery costs before you send the parcel. This depends on the reason for the return; please do not assume postage is automatically refundable.
Refunds and payment checks
Once a refund is approved, we will confirm the amount and the appropriate payment method with you. Processing and the time for funds to appear depend on the payment provider or bank.
If an expected refund has not arrived, contact us with your order reference so we can check its status. We will never ask for your card PIN, CVV, password or one-time password to issue a refund.
Cancellations and further help
Contact us promptly if you wish to cancel or change an order. If it has already been dispatched, we will discuss the available return options.
For a delayed or missing delivery, contact us before placing a replacement order so we can check the shipment. Our team can also help if you are unsure which part of this policy applies to your situation.
Talk to Silva Bookshop
Include your order reference, if you have one, so we can help you more easily.