My Bookvault Order Is Damaged or Faulty — What Should I Do?

If there's a problem with the quality of your Bookvault order or your books have arrived damaged, contact our support team at customers@bookvault.app as soon as possible.

Providing all the relevant information when you first contact us will help our team investigate the issue more efficiently.

What information should I provide?

Please include:

• Your Bookvault order reference, usually beginning with BV
• The ISBN(s) of the affected book(s)
• The quantity affected
• A clear explanation of the problem
• Photos showing the defect or damage

If the books were damaged during shipping, please also include photos of the packaging as well as the damaged books.

What happens after I report the problem?

Our support team will review the information and images you've supplied to determine what has happened.

Depending on the issue, we may offer to reprint and resend the affected books or refund the order.

In some cases, we may ask for the affected books to be returned so they can be inspected. If the claim is found to be valid, the cost of the return postage will be refunded.

When should I report a faulty order?

If you believe your books have a manufacturing fault, please contact us as soon as possible after delivery.

A manufacturing defect is a fault that falls outside the normal digital manufacturing process.

What if my order simply hasn't arrived?

If your order hasn't arrived rather than arriving damaged or defective, use our separate delivery guide:

My Bookvault Order Is Late or Hasn't Arrived — What Should I Do?