FAQs: Online Shop

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


Please note: 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.



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. 

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).



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

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).



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

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).



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

When will my order arrive?

US: You can choose to have your order shipped by UPS or USPS. Specific shipping times are listed on the order checkout page. However, due to the Covid-19 crisis we ask that you please allow for possible delays. A tracking number will be included in your shipping confirmation email, which you will receive as soon as your order leaves the warehouse. Please note it may take up to 2–3 business days to process and ship your order. 

Canada: Your order will be delivered by Canada Post. A tracking number will be in your shipping confirmation email, which you will receive as soon as your order leaves our warehouse. Please note it may take up to 2–3 business days to process and ship your order. Please allow 14–21 days for shipping by Canada Ground, and 3–5 days for shipping by Three-Day Air. Please note it may take up to 2–3 business days to process and ship your order. 

UK Standard: Standard orders will be shipped either by Royal Mail (second class, untracked) or Yodel (tracked), depending on weight. If the delivery has been sent by Yodel there will be a 12 digit tracking number in your shipping confirmation email. You can then find out where your parcel is by inputting the number on their website. Please allow 9–12 days for delivery after you’ve received your shipping confirmation email. Please note it may take up to 3–4 business days to process and ship your order.

UK Express: Express orders are shipped by Swift courier, and should be delivered within 2 days from the date of shipping. Because of Covid-19 restrictions, we ask that you please allow an additional 3–4 days for your order to be processed and shipped. 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.

Following Brexit, as yet, we do not know the full situation with regards to customs duties to individual countries, but customers should be aware that they may be liable for these duties. Verso will not be able to reimburse customers for any shipping taxes or duties.



Why am I being charged for shipping?

Verso Books offers free shipping worldwide if your order is over a threshold.

US: US shipping by UPS Ground or USPS Media Mail is free for orders over $20. Below the threshold shopping will cost $3.

Canada: Shipping to Canada by Ground is free for orders over $25CAD. Below the threshold shopping will cost $5CAD.

UK: Standard shipping, by Second Class post or Yodel, is free for orders over £10. Below the threshold shipping will cost £3.

International: Shipping to Rest of World by second class airmail is free for orders over £100. Below the threshold, shipping will cost £6.



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.

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.

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).



How can I track my order?

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 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.

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



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