Frequently Asked Questions
COVID 19 Crisis
- I've made a mistake. Can I change my order?
- My credit card is being refused – why is this happening?
- One of the books I ordered has been cancelled. Why, and will I be charged for it?
- I meant to order a print book, but it appears that I've ordered an ebook – what do I do?
- Can I get a receipt for my order?
- Why am I being charged for shipping?
- I've entered the wrong shipping address – what can I do?
- Can I change the shipping method after my order has been placed?
- I have made two separate orders – is it possible to consolidate them?
- How can I track my order?
- I'm away from home – what will happen to my delivery?
- My books have arrived damaged – what should I do?
- Part of my order is missing – was there a mistake or will it arrive separately?
There is a way. Verso’s ebooks are readable on any device or computer. Once your payment has gone through you should be taken to your Library page, and from there you can download your ebook and open it – we have instructions for various devices on the Verso ebooks page, and if you have any further questions or problems you can write to us at email@example.com (US and Canada customers) or firstname.lastname@example.org (UK, Europe and Rest of World customers) including your order number (7 digits and starts with a V). Please make sure that you include the following information:
1. What device and app you're using.
2. What steps you have already attempted.
3. At what point does the procedure fail, and any error messages that you receive.
Not everything is available. Although we now publish everything simultaneously in print and digital form (and have done for some years), we haven’t yet been able to convert all of our backlist into ebooks. If a book is available as an ebook, then you’ll be able to see the ebook ISBN and purchase button in the right-hand panel of the book page – and in that case we will bundle it for free with any purchase of the print book. If it isn't currently available, and we digitize it in future, then you will be able to download the ebook at that point. Please contact us if there are any books that you think should be available electronically, but aren’t yet!
Probably not. Orders go straight to our warehouse for fulfillment. But please email us! Write to email@example.com (US & Canada customers) or firstname.lastname@example.org (UK, Europe & Rest of World customers), with your order confirmation email if possible or at least including your order number (7 digits and starts with a V), and let us know what you would like to change. If it's too late to change it – which it usually will be – then we'll try and find another solution.
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!
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.
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 email@example.com (US and Canada customers) or firstname.lastname@example.org (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.
We will email you a receipt. As soon as your order has gone through, you should get an order confirmation email from email@example.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.
Verso Books offers free shipping worldwide if your order is over a threshold. US shipping by UPS Ground or USPS Media Mail is free for orders over $20. Shipping to Canada by Ground is free for orders over $25CAD. UK shipping by Second Class is free for orders over £10. Shipping to Rest of World by Priority Air is free for orders over £100. Below the threshold, US shipping will cost $3, Canada $5CAD, UK £3, and Rest of World £6.
Please let us know right away. Write to firstname.lastname@example.org (US & Canada customers) or email@example.com (UK, Europe and Rest of World customers) including your order number (7 digits and starts with a V). Orders are often processed straight away, so we might not be able to do anything. But if we can, then we’ll try to cancel the order. Here are our full terms and conditions.
Probably not, but please let us know right away. All orders are sent straight to our warehouse for fulfilment, but if we receive your email in time we may be able to cancel the shipment. Write to firstname.lastname@example.org (US and Canada customers) or email@example.com (UK, Europe and Rest of World customers) including your order number (7 digits and starts with a V).
It isn't up to us. All orders are passed directly to our warehouse, and they will most likely package up different orders separately. As this process is automated, we won't be able to affect that by contacting them.
Please check your shipping confirmation email. If you have used a trackable shipping method (by default, UPS in the US, Yodel in the UK, and Canada Post in Canada), then the tracking number will be in the confirmation email. The shipping confirmation email will be sent as soon as your order leaves the warehouse (which can take up to three business days).
For the UK, only larger deliveries will be sent by 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 on their website.
Orders sent by Next Day 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.
For the rest of the world it is not possible to track your orders as they are sent by standard domestic postage organisations.
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.
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 firstname.lastname@example.org (US and Canada customers) or email@example.com (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.
Please let us know right away. You should let us know within 30 days of receiving a partial order, or within 60 days of placing any unfulfilled order. We will do what we can to send or refund any missing items. Please write to firstname.lastname@example.org (US and Canada customers) or email@example.com (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.