FAQs: Online Shop

Our new website: what you need to know –

Claiming your account

You will soon be receiving an email with a link to re-register and activate your new Verso account, as your old account won't work on our new site. Please just follow the instructions in that message, and of course let us know if you have any issues. If you did not receive the link you can enter your details manually by following the link here.

Access to past orders and ebooks

Once you've activated your new account, you'll be able to access all of your past order details and stored ebook files. If you think you're missing an order, or any of your ebooks, please get in touch with us using the Contact link below and we'll be happy to help you.

Changes to payments

Payments will now be managed by Shopify. In addition to using any major credit card or your PayPal account, you will also be able to place an order using your existing ShopPay account, if you have one. This new system will also be kept up to date with all 3D authentication and security protocols, which means increased security and fewer payment issues for you.

Saved payment methods

Any of your saved payment details will be securely erased from our previous payment system. For Book Club members with a recurring payment, only your active Book Club payment method will be transferred to the new website.

Changes to the Book Club

Book Club members will have access to an improved member dashboard, which includes the ability to skip an upcoming shipment if they need to. We have a number of additional exciting developments in the works, so stay tuned! You can find instructions on how to navigate the new member dashboard in our Book Club FAQs.

For those Book Club members who prefer to pay in advance, we’re now offering annual memberships at special discounted rates. You can find more information on our Book Club page.

Other useful information;

• Holiday shipping deadlines

• Placing orders

• Shipping (US and Canada)

• Shipping (UK, EU, and Rest of World)

• Delivery

If you are ordering books from the EU, please take a moment to read this important note regarding import issues as a result of the Brexit deal.

If your query relates to the Verso Book Club, please see our Book Club FAQs.

For Ebook queries, please see our Ebook Guide.

Due to the Covid-19 crisis, and the health safety measures put in place to protect our distribution and delivery teams, our deliveries may take longer than normal to reach you. Additional delays may be incurred for international orders as your parcel may be held up in customs. Please read our recent Covid-19 statements from our warehouses and printer for more information on how we have responded to this crisis, and please check our Blog for up-to-date information on holiday deliveries.

Holiday shipping deadlines

Please see the ordering deadlines below for books to be delivered by 23rd December. Due to delays in the supply chain and ongoing pressures related to Covid-19, we cannot guarantee shipping times, including UPS Next-Day and UK Express orders.

US Ground: 8th December
US 2-Day Shipping: 14th December
US 1-Day Shipping: 13th December

Canada Ground: 2nd December
Canada Priority Air: 14th December

UK Second Class: 9th December
UK Express: 14th December

Europe (Second Class Air Mail): 1st November
Rest of World (Second Class Air Mail): 13th September

Placing orders

I've made a mistake. Can I change my order?

We're afraid not. To ensure timely deliveries, your order is sent straight to our warehouse for fulfilment as soon as it is confirmed. Due to the Covid-19 crisis and the additional safety measures enacted to protect our staff, our warehouse is currently unable to change or cancel orders after they have been received.

If you need to return all or part of your order, please contact us at orders@versobooks.com (US and Canada customers) or orders@verso.co.uk (UK, Europe and Rest of World customers) and we will be happy to assist you. Please include your order number (7 digits and starts with a V).

My credit card is being refused – why is this happening?

First of all you need to make sure that the billing address you’ve entered matches the address on file with your card issuer. This is the main problem with refused cards. Otherwise:

We don't know. All transactions are handled by Braintree Payment Solutions – Verso doesn't have all of your card details at any point. Most banks will send us an error code when a card is rejected, but it usually provides very little information. All we can recommend is that you either try another card, or call your bank and ask them what the problem was. If your bank says that we're doing something wrong, then please let us know!

One of the books I ordered has been cancelled. Why, and will I be charged for it?

You will not be charged. This will have happened because the book was available when you added it to your shopping cart and confirmed the order, but then multiple orders arriving at once led to the warehouse running out of stock. We’re sorry! But you won’t be charged – that only happens once the books have shipped. The shipping confirmation email should have full details of what we have charged, for your reference. We will have been automatically notified, and we will do everything that we can to get the book back into stock. Do check back to see if the book becomes available again, and feel free to contact us in the meantime.

I meant to order a print book, but it appears that I've ordered an ebook – what do I do?

Please check your order confirmation email. If you order a print book, your order confirmation email should list that book as a hardcover or paperback purchase. (You will also be taken to your Library page, where – if the print book is available digitally – you can download your free, bundled ebook.) If your order is listed as an ebook-only purchase and you meant to buy the print book, then please contact us at orders@versobooks.com (US and Canada customers) or orders@verso.co.uk (UK, Europe and Rest of World customers) including your order number (7 digits and starts with a V), and we’ll try to work something out.

I've entered the wrong shipping address – what can I do?

Sorry - we can't change the address. To ensure timely deliveries, your order is sent straight to our warehouse for fulfilment as soon as it is confirmed. Due to the Covid-19 crisis and the additional safety measures enacted to protect our staff, our warehouse is currently unable to change or cancel orders after they have been received.

Can I change the shipping method after my order has been placed?

I have made two separate orders – is it possible to consolidate them?

Can I get a receipt for my order?

We will email you a receipt. As soon as your order has gone through, you should get an order confirmation email from verso@versobooks.com – please check your junk email folder and spam filter if it doesn’t arrive. If you ordered any print books, then you will also get a shipping confirmation once your order has shipped (within three business days). Unless there was a cancellation, the amounts on the order confirmation and the shipping confirmation email should be the same.

Shipping (US and Canada)

When will my order be shipped?

Your order is submitted to our US distributor (Penguin Random House) as soon as it is confirmed. Orders then take 2–3 days to process prior to dispatch. Once your order is shipped, you will receive a shipping confirmation email with a tracking number. Depending on availability, some items in your order may be shipped separately. If you notice something missing from your shipping confirmation email, please let us know and we’ll be happy to check on it for you.

When will my pre-ordered books be shipped?

Pre-ordered books will be shipped as soon as they are available. Please note that we cannot hold shipments to allow for all of your books to be shipped together. The estimated shipping date for pre-ordered books will be listed in your order confirmation email. These estimates are subject to change, so please keep an eye on our website for updates if you suspect your pre-order is delayed.

How will my order be shipped and how long will it take?

Shipping times will vary depending on the shipping method selected at checkout:

USPS Media Mail: 11–12 days
USPS Priority Mail: 6–7 days

UPS Ground: 8–9 days
UPS 2nd Day Air: 2 days
UPS Next Day: 1 day
UPS Next Day by 10:30am: 1 day

Canada ground (Canada Post): 14–15 days
Canada 3 Day Air: 3 days

Please note that the shipping times listed above are counted from the date that your order is dispatched. We ask that you please allow for possible delays caused by Covid-19. A tracking number will be included in your shipping confirmation email, which you will receive as soon as your order leaves the warehouse (please see below for instructions on tracking your order, as these vary depending on the shipping method).

How do I track my order?

USPS Media Mail: USPS Media Mail shipments use USPS “Mail Innovations,” which means that UPS handles the first part of the trip and then hands it over to your local post office so that USPS can complete the delivery. Your shipping confirmation email will include a tracking number that you can use to follow the first part of your parcel’s journey using the UPS tracking portal. Below the UPS tracking details, you'll see a "View Details" link which you can use to find your parcel’s "Package Identification Code." You can then plug this number into the USPS portal to follow the final leg of your parcel's journey. Please note, the USPS tracking page will be updated as soon as the parcel is delivered to your local post office.

USPS Priority Mail: Your shipping confirmation email will contain a tracking number that you can use to follow your parcel’s journey using the USPS tracking portal.

UPS Ground, Next Day, and 2nd Day Air: Your shipping confirmation email will contain a tracking number that you can use to follow your parcel’s journey using the UPS tracking portal.

Canada Ground and 3 Day Air: Your shipping confirmation email will include a tracking number that you can use to follow your parcel’s journey using the Canada Post tracking portal. Please note, it may take 1–2 days for this tracking information to be updated, as your parcel must first be shipped from our distributor in Maryland to the Canada Post hub located in Mississauga, Ontario.

How much will I be charged for shipping?

USPS Media Mail and UPS Ground: Shipping is free for all orders over $40. For orders below this threshold, shipping will cost $5.

USPS Priority Mail, UPS 2nd Day, and UPS Next Day: Shipping charges vary depending on the weight of your order. The cost of shipping by these methods will be displayed on the checkout page.

Canada Ground: Shipping is free for all orders over $100. For orders below this threshold, shipping will cost $5.

Canada 3 Day Air: Shipping charges vary depending on the weight of your order. The cost of shipping by this method will be displayed on the checkout page.

Shipping (UK, Europe, and Rest of World)

When will my order be shipped?

Your order is submitted to our UK distributor (Marston Book Services) as soon as it is confirmed. Orders then take 3–4 days to process prior to dispatch.

When will my pre-ordered books be shipped?

How will my order be shipped and how long will it take?

UK Standard: Standard orders will be shipped either by Royal Mail (second class, untracked) or Yodel (tracked), depending on weight. Please allow 9–12 days for delivery after you’ve received your shipping confirmation email.

UK Express: Express orders are shipped by Swift, and should be delivered within 2 days from the date of shipping. You will receive a shipping confirmation email as soon as your order leaves our warehouse. You will not receive a tracking number in your order confirmation email, but if you get in touch with us at orders@verso.co.uk, we will be able to chase up your order through our distributor.

International: International orders are shipped by untracked second class airmail. In light of shipping delays caused by the Covid-19 crisis, please allow up to 7 weeks for delivery to Western Europe, 8 weeks for delivery to Eastern Europe, and up to 11 weeks for shipping to all non-European destinations. Please note we do not have any tracking information for international orders. Please also note that with the issues with international shipping following Brexit there will be further delays in shipping to Europe and ROW.

How do I track my order?

UK Second Class (Yodel): For orders shipped within the UK, only larger deliveries will be sent by traceable courier (Yodel). If the delivery has been sent by Yodel there will be a 12 digit tracking number in your confirmation email. You can then find out where your parcel is by inputting the number using the Yodel tracking portal.

UK Express: Orders sent by Express shipping are sent by Swift and can only be tracked by contacting Verso.
All other orders are sent by the Royal Mail and can't be tracked.

International: For the rest of the world it is not possible to track your orders as they are sent by standard domestic postage organisations.

Will I need to pay duties and customs charges?

The prices on our website do not include duties, import fees, or other customs charges.

Depending where you live, your country’s customs office may impose additional charges on your order: import fees, declaration fees, import duties (tariffs) and/or taxes. For all online orders, any fees required for customs clearance are the sole responsibility of the customer. They will be charged upon arrival, and customs agents may delay the delivery of packages at their discretion. Please note that any pre-ordered or back-ordered books will be shipped separately, and that any additional parcels may also be subject to customs charges.

Following Brexit, the situation is still unclear with regards to charges levied by individual countries in the EU. Verso has no control over these charges. For more information on customs, duties, taxes and other import charges, please contact your local customs office.

How much will I be charged for shipping?

UK Second Class: Shipping is free for orders over £20. For orders below this threshold, shipping will cost £4.

UK Express: Shipping by express courier is charged at a flat rate of £5 per order.

Europe and Rest of World: Shipping by second class air mail is free for orders over £100. For orders below this threshold, shipping will cost £10.

Delivery

My order hasn’t arrived within the estimated time — what can I do?

First, check your tracking number (if you received one). If you think your order is lost, please contact us at orders@versobooks.com (US and Canada customers) or orders@verso.co.uk (UK, Europe and Rest of World customers) and we will be happy to assist you. Please include your order number (7 digits and starts with a V).

I'm away from home – what will happen to my delivery?

We don't know. It depends on the mail carrier in your locality. Please check the tracking number (if you have one) for updates, or look out for a card saying that they tried to deliver your package. If you believe your order has been returned, please contact us at orders@versobooks.com (US and Canada customers) or orders@verso.co.uk (UK, Europe and Rest of World customers) and we will be happy to assist you. Please include your order number (7 digits and starts with a V).

My books have arrived damaged – what should I do?

Please let us know right away. You should let us know within 30 days of receiving your order, and we will do everything we can to replace or refund any damaged items. Please write to orders@versobooks.com (US and Canada customers) or orders@verso.co.uk (UK, Europe and Rest of World customers) including your order number (7 digits and starts with a V). Here are our full terms and conditions.

Part of my order is missing – was there a mistake or will it arrive separately?

Please let us know right away. You should let us know within 30 days of receiving a partial order. We will do what we can to send or refund any missing items. Please write to orders@versobooks.com (US and Canada customers) or orders@verso.co.uk (UK, Europe and Rest of World customers) including your order number (7 digits and starts with a V). Here are our full terms and conditions.