1. Help Center
  2. Production, Orders & Shipping

I have a problem with my order

In the event, you have any concerns with an order - the best process is to reach out to main customer support at customers@bookvault.app. Please provide as much information as possible to help with the query such as;

- Reference number, the Bookvault reference number starting 'BV' is best

- Details of quantity & ISBN of the book in question

- Images of the defect/damage. If this was damaged in transit, both an image of the received package and damaged books would be beneficial.

Once this information has been provided and reviewed by the team, we can offer to resolve the issue by reprinting and sending the books, or refunding for the order. 


Claims for Faulty Goods

(a) If the work is defective so that the Customer may in law reject it, the Customer must advise the Company within seven (7) working days of delivery, failing which the customer will be deemed to have accepted the work.

(b) ‘Defective’ is defined as manufacturing faults occurring outside of the normal digital manufacturing process.

(c) In the event of any rejections, the Company reserve the right to request the return of the work for inspection. Should the claim of defect be found to be valid, the work will be rectified and the cost of any return postage refunded.

(d) Should agreement not be reached as to whether the work is defective, the advice of the BPiF (British Print Industry Federation) will be sought and their decision will be final.

(e) The Company shall not be liable in respect of any claims unless the aforementioned requirements have been complied.