Returns and Refund Policy: Transparency You Can Trust
Returns & refunds
Returns & Refund Policy
We would rather resolve a problem than hide behind fine print. Here is exactly how cancellations, refunds, damaged orders, and shipping work, written to match our Terms so you always get one clear answer.
Cancelling an order
You have a 24 hour window after placing your order to request a cancellation. This gives us time to adjust production before your order enters the queue.
After 24 hours, because our editions are made to order, we may not be able to cancel. Our most limited and exclusive pre-orders in particular cannot be cancelled once that window has passed, owing to their special nature.
A cancellation fee applies to all cancellations, including those made within the 24 hour window. This fee is not charged by us and we do not keep any part of it. It reflects the non-refundable transaction fee that our payment provider retains on every completed order, even when that order is later refunded. It is typically up to 4.4% plus $0.30 USD and is deducted from your refund.
If your order arrives damaged
Every edition is inspected and packed to travel safely. If your order arrives with significant damage, such as torn pages, a detached cover, or heavy warping, contact us within 7 days of delivery at read@heirloombookstores.com with clear photos, and we will make it right with a replacement or a refund.
Small handcrafted variations, such as a slightly bent edge or minor colour seepage on a printed edge, are a natural part of a made by hand book and are not considered defects.
Returns and exchanges
Because each edition is made to order specifically for you, and because the editions are delicate, we are not able to accept general returns or exchanges. We replace or refund only items that arrive damaged or defective, using the photo process above. This does not affect any rights you may have under applicable law.
Shipping and delivery
Combined and split shipments. Where an order has more than one book, we combine everything into a single shipment wherever possible to keep your shipping cost down, so your delivery timeline follows the item that takes longest to produce. If you would prefer to receive your books as they become ready, you can request a split shipment for an additional cost; please contact us before ordering to arrange it.
Customs and duties. Shipping charges cover shipping and handling only. Any customs duties or import taxes are set by your destination country and are paid by the customer.
Tracking and proof of purchase. You will receive a confirmation email with tracking once your order ships, so you can follow its progress. Please keep that email, as it helps us resolve any refund or replacement quickly. If an issue arises with your order, we will also reach out proactively.
Disputes and false claims
We take every issue seriously and want to make things right. If something is wrong with your order, please contact us first, we can almost always resolve it faster than a chargeback can.
Reaching out to us is always the quickest path to a resolution. Fraudulent or false chargebacks may result in a permanent ban from future purchases.
Questions?
If you have any questions about cancellations, returns, refunds, or shipping, reach out any time and we will be glad to help. You can also read the full detail in our Terms and Conditions, or browse common questions in our FAQ.