Frequently asked questions

You'll find answers to the most commonly asked questions below. If you can't find the answer to your question below, please contact us on [email protected] - we'll do our best to respond to you quickly!

What condition will my books be in?

These are used books - there is no escaping the fact they have been read by someone else and it may show signs of wear and previous use. But we aim to source high quality used books. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us. 

Can I request photographs of a specific book? 

Unfortunately due to the logistical challenges we cannot provide photographs of a specific book. The product images are for illustration purposes only. Most people ask this question because they want to be sure the book is not damaged. As stated above we stock high quality used books and if there is damage the book can be returned and we will provide a full refund or replacement. See below. 

How will you get my order to me?

We partner with some of South Africa's leading courier companies. They will deliver your order directly to you. Please make sure that all the address and contact details you've provided us are correct to ensure they can get to you. Please note, we cannot deliver to PO Box addresses as someone needs to sign for the order.

How long will it take to get my order?

Instead of stating confusing shipping dates we calculate based on delivery dates. We deliver to your door between 13 to 20 business days. Closer to the time we are in contact to give you a heads up on the delivery date. 

How much does delivery cost?

We have a flat R59 delivery on all books anywhere in the country. Each additional book in your order ships free!. 

Can you deliver to my home?

We can deliver to any residential or commercial address in South Africa where a person is available to receive the order. If you aren't at home during the day, we would suggest having your order sent to your place of business or somewhere where you know someone will be available as the order will need to be signed for.

Do you provide an order tracking facility?

We don’t currently have an order tracking facility, but it’s something we’re working on for the future. When the book is handed to the courier to be delivered to your door you will receive a tracking link via email. 

Can I collect my order to avoid a delivery charge?

Not currently. 

Do you have a shop?

We do not have a shop. The idea of Bookmall was to provide the widest catalogue of books. A store would hinder us in this mission. We focus on providing the best customer experience via online shopping. It is faster to find the books you want, need, love and we are more likely to have it for you. 

Can I change my delivery address?

You can change your address at any time during the Checkout Process.

If you have made a mistake with your order, please contact us on [email protected] as soon as possible and we will try and resolve any issues.

Where do you deliver? Do you deliver internationally?

No we currently only deliver in South Africa. But if you are based in surrounding countries and what a specific book get in touch with us on [email protected]

Customs & duties

If any books pass through a border during shipping the responsibility of customs and duties is Bookmalls responsibility. Our pledge is to get the book delivered to your door wherever it comes from and do everything possible to achieve this. We want to remove uncertainty and admin. 

Can I return my order?

We are happy to refund any item if it is defective, within 7 days of delivery. 

Please note, if you are requesting a refund based on an issue with condition we kindly ask you to provide a photo in order for us to best advise a suitable resolution.

If you return an item to us and request a refund due to an error on our part we will be happy to pay for the postage cost to return it to us.

If you feel as though you've received an item that is below our usual standards, please contact our Customer Service Team who will resolve the issue for you - please ensure that include your order number in all correspondence.

If you would like to discuss a refund claim please contact us at [email protected]

Return address

Returns are processed at our head office

De Wagenweg Office Park, Stellentia Road, Stellenbosch, 7600

 

How do I pay for my order?

We have multiple ways that you can pay for your order all of which are secure. Bookmall uses Stripe a well know, secure, and International payment provider. You can checkout using any of the following options: Credit & Cheque card payments (We accept Visa, Mastercard) and EFT 

May I get a deal?

We're happy to have a chat with you about volume-based discounts, or bundle discounts. Just mail [email protected]