FAQs

To apply a promo or discount code:

• Proceed to checkout and enter your code in the 'Discount code or gift card' field.

• Click 'Apply' to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

We sell Sherlock & Pages gift cards online and in our Frome shop. These can be used both online and in the shop.

Please contact us via email at [email protected].

You can also message us directly via our Instagram or Facebook accounts.

We aim to get back to you within 24 hours. Please note: we are closed on Sunday and Monday so our response times may be slightly longer if your enquiry is sent then. Our standard shop opening and customer service hours are 10am to 5pm Tuesday to Saturday. 

If you haven't heard from us within the time frame above, please check that our email hasn’t ended up in your junk folder, as this can happen occasionally.

We don’t currently sell audiobooks or ebooks, but we are investigating options to offer these in the future.

You can buy audiobooks from our partner Libro.fm. When setting up your account, if you select Sherlock & Pages as your preferred bookshop, we will get a small commission on the sale. Geographic restrictions may apply; please refer to the Libro.fm website for further details. 

If you want to order a book for collection from our Frome shop, please email [email protected] or visit us in-store to make an order. 

If you would like to order something for home delivery that isn’t stocked on our website, please visit Bookshop.org. By selecting Sherlock & Pages from "Choose a Bookshop" (top right), we will receive 30% of the cover price from any purchases you make. 

Sherlock & Pages does not offer a click-and-collect service, but we are investigating options to offer this in the future.

Please contact us via email at [email protected].

We do not currently accept National Book Tokens online, but we are investigating options to offer this in the future.

We are able to accept and sell National Book Tokens in our Frome shop.

If you have received an email confirming that your order has been sent, please check the tracking information (a link will be available in your order dispatch confirmation) to determine the status of your order.

If it seems that your item is no longer on its way, please contact us at [email protected],  and we will do everything we can to rectify the situation.

Please contact us immediately at [email protected] so that we can rectify this for you. Please be aware that damaged items must be reported within 5 days of receiving your delivery, while missing items must be reported within 5 days of the date that it was marked as delivered on the corresponding tracking page.

If you wish to cancel or change your order, please email [email protected] as soon as possible. 

We cannot currently guarantee that we will be able to intercept the order as they are fulfilled quickly, but we will do our utmost to make the changes. 

If a mistake has been made when entering the shipping information, then it may be possible to redirect the parcel or arrange to collect it via your tracking information, but we are unable to guarantee this. If not, the parcel will be returned to us so that we can process a refund for the item(s) less the initial shipping costs.

Due to the way we manage our stock, orders with multiple items may, on some occasions, be dispatched separately. You will receive a separate despatch confirmation with tracking details for each parcel. You will only be charged for shipping once.

If your order consists of both published and pre-ordered items, you will receive multiple shipments so that you have the pleasure of reading the available books immediately. Pre-orders will be dispatched on the publication date, and you will receive a separate despatch confirmation with tracking details for each parcel. You will only be charged for shipping once.

If you are missing items, please refer to your dispatch confirmation to determine whether the order has been fulfilled in full. 

If all items within your order are marked as dispatched, but some are missing, please contact us immediately at [email protected] so that we can investigate.

If your order was marked as “returned to sender”, there was likely an issue with your shipping address that made your order undeliverable. You can check your tracking history for details that might explain what exactly went wrong in this case. 

These orders eventually make their way back to us. This process usually takes around a fortnight but can take longer during busy periods. 

Please note that we're unable to re-deliver once this status has appeared on your tracking link. If you would still like to purchase your chosen books, please contact us at [email protected] so we can arrange a replacement order.

If a book which you pre-ordered has not been sent and the publication date has passed, this is likely for one of two reasons:

1. The stock has not yet been delivered to our wholesaler.

2. The publisher has changed the publication date but has not yet notified us of the revised date of publication - this happens in some instances, but the date rarely changes by more than a week.

The majority of pre-orders are fulfilled within seven days of the publication date, however, there will be some instances where this is not the case. If this happens to an order you have made, it will likely be due to reason 2, listed above.

You can also contact us at [email protected]  to check the status of your pre-order. 

We're happy to say that our system accepts overseas billing addresses for deliveries within the UK. 

To do so, you'll need to select your country from the drop-down list in the payment section of the checkout.

Unfortunately, we are not able to offer this service currently, but we are investigating options to offer these in the future.

We are delighted to offer a pre-order service for upcoming book releases. If you are interested in pre-ordering a book, simply visit the specific book's page on our website, where you can find the option to pre-order. This service ensures that you can secure a copy of highly anticipated titles before they are released. Once your pre-order is placed, the book will be shipped to you as soon as it is available.

We do not offer free shipping.

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 12 hours for the number to become active in the shipper's system. If you don't see any updates right away, please be patient and check back later.

If the delivery address is your home and you are unable to locate the parcel, please check if the item was left with a neighbour or in a secure area of the property (such as in or around your building entrance). 

If the delivery address is your place of work, check with the post room, front desk and your colleagues to see if someone accepted the delivery.

Please also check that the delivery address was correct on your order confirmation. 

If your parcel is still missing after the above steps, please contact us at [email protected] so we can investigate.

Please be aware that missing items must be reported within 5 days of the date that the parcel was marked as delivered on the tracking page.

Online orders are fulfilled within 24 hours.

For orders in the UK, we offer:

• a next working day tracked service for orders placed before 3pm; and

• a 2-3 working day tracked service.

For international orders, please allow up to two weeks for delivery. We offer both tracked and untracked services.

We offer international shipping. You can calculate shipping costs at the checkout before committing to an order.

We offer delivery duty paid (DDP) shipping to EU countries where the order is under €150 (c. £130). DDP shipping includes the cost of all duties and taxes in the shipping cost at the point of sale, which means it should pass through the customs of the recipient country without further charges.

Where DDP is not available, we offer tracked and untracked delivery duty unpaid (DDU) shipping.

These are the EU countries where DDP is available:

Austria

Belgium

Bulgaria

Croatia

Cyprus

Czechia

Denmark

Estonia

Finland

France

Germany

Greece

Hungary

Ireland

Italy

Latvia

Lithuania

Luxembourg

Malta

Netherlands

Poland

Portugal

Romania

Slovakia

Slovenia

Spain

Sweden

Your satisfaction is paramount to us, so we offer a 30-day returns policy. 

If you have received damaged, defective or incorrectly shipped items, you may return them within 30 days of the delivery date for a replacement or a full refund, including the initial shipping costs. Please be sure to contact us at [email protected] first to inform us of any damage or defects.

If you have changed your mind, return your order within 30 days of the delivery date for a full refund minus the initial shipping costs. Please be sure to contact us at [email protected] first to process your return appropriately.

Return by mail

Reach out to our customer support team at [email protected] to initiate the return process with your order number and details about the item you wish to return.

We recommend using a registered mail service that includes insurance for your returns, as we can only give you a refund or exchange if we receive the items. You will need to pay for posting a return. 

Please return the items in their original condition (ideally in the original packaging) to the address listed below.

Sherlock & Pages (Returns)
2 Catherine Hill
Frome
Somerset
BA11 1BY
United Kingdom

Return in store

You can visit our shop in Frome, Somerset and show your order confirmation or packing slip as proof of purchase.

Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.

We use the IM Fell Double Pica font for the body of our emails. This unique choice adds a charming touch with its slightly wonky letters, contributing to a distinct feel reminiscent of actual typewritten text.