Welcome to Bookendry. Below are answers to common questions about our products, ordering process, payment methods, delivery arrangements, returns and refunds. If you need further assistance, please contact our customer service team at desk@bookendry.com.
1. About Bookendry
What is Bookendry?
Bookendry is a stationery and office supplies brand operated by FORTH OFFICE SUPPLIES LIMITED, a company registered in Scotland, United Kingdom. We offer desktop stationery and document organisation products for customers across Europe.
What products do you sell?
Our range includes bookends, document trays, pen holders and folders for organising books, papers and everyday stationery.
Where is your company based?
Our company details are as follows:
- Brand: Bookendry
- Company: FORTH OFFICE SUPPLIES LIMITED
- Company Registration Number: SC433335
- Address: 42-48 Mitchell St, Kirkcaldy KY1 1BD, United Kingdom
- Email: desk@bookendry.com
- Telephone: +44 1592591999
- Website: www.bookendry.com
2. Payment Methods
Which payment methods do you accept?
Available payment methods may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Other electronic wallets displayed at checkout
The payment methods available for a particular order are shown during checkout. Availability may depend on the payment method, device, browser and billing location.
When will my payment be processed?
Payment is submitted during checkout. Your order will proceed once the payment has been successfully authorised or confirmed, as applicable to the selected payment method.
Will I receive an order confirmation?
Yes. Once your order has been submitted, we will send an order-related email to the email address provided at checkout. The message will confirm receipt of your order or provide the relevant order details. A separate confirmation may follow when the order is accepted or dispatched.
What should I do if my payment does not go through?
Please check the information entered at checkout and confirm that your selected payment method is available. You may try another displayed payment method or contact us at desk@bookendry.com if the issue continues.
Please do not send complete card details or card security codes by email.
3. Ordering and Order Updates
How do I place an order?
Select the products you wish to purchase, review the available product information, add the items to your basket and proceed to checkout. Enter the requested contact and delivery details, review the total amount payable and submit your order.
Can I change or cancel an order after placing it?
Please email desk@bookendry.com as soon as possible and include your order reference. We will check the order status and advise whether a requested change or cancellation can be accommodated before dispatch.
If the order has already been dispatched, you may still exercise any applicable statutory cancellation rights in accordance with our Terms and Conditions.
What should I do if I enter the wrong delivery address?
Contact us promptly at desk@bookendry.com with your order reference and the corrected address. We will review the status of the shipment and determine whether the address can still be amended.
Changes may not be possible once a parcel has entered the carrier’s delivery network.
4. Delivery and Shipping
Which countries do you deliver to?
We serve customers in eligible European destinations. Available destinations, delivery charges and options are displayed during checkout.
Which delivery services do you use?
We work with carriers including DHL, FedEx and UPS Priority services, depending on the order and destination.
How long does delivery take?
For orders dispatched from the United Kingdom, the estimated delivery timeframe is generally 5–12 business days. Actual delivery times may vary according to the destination, carrier operations and other circumstances affecting transit.
Any specific delivery timeframe shown during checkout or agreed for your order should also be taken into account.
Will I receive tracking information?
Where tracking is available, we send updates to the email address provided when placing your order. Notifications may cover key stages such as dispatch, arrival at a carrier facility, local delivery and other recorded tracking events.
The timing and availability of individual updates depend on the carrier and the information supplied for the shipment.
What should I do if my order has not arrived within 5–12 business days?
Please contact desk@bookendry.com and include your order reference. We will review the tracking information and, where appropriate, open an enquiry with the carrier to investigate the delay.
Following the investigation, we will assess the available information and applicable requirements to determine the appropriate resolution. Depending on the circumstances, this may include a replacement or a full refund.
Any statutory rights relating to delayed or non-delivered goods remain unaffected.
Who is responsible if a parcel is lost or damaged during delivery?
For consumer purchases covered by applicable UK or EU consumer law, the risk of loss or damage generally remains with us until you or a person you nominate, other than the carrier, physically receives the goods.
If your parcel appears to be missing or arrives damaged, contact desk@bookendry.com so that we can review the order and arrange the appropriate next steps.
5. Returns and the 14-Day Right of Withdrawal
Can I return an item if I change my mind?
For eligible online consumer purchases, you generally have a 14-day right of withdrawal from the day you receive the goods, subject to applicable law and any lawful exceptions.
To exercise this right, email desk@bookendry.com with your order reference and a clear statement that you wish to withdraw from the purchase. You do not have to use a particular form of words.
How do I return an item?
Please contact desk@bookendry.com before sending your item back. We will provide the appropriate return instructions and address.
Where required by law, returned goods must be sent within 14 days after you notify us of your withdrawal. Unless we have agreed otherwise or applicable law provides differently, you are responsible for the direct cost of returning goods following a change-of-mind withdrawal, provided the required information about those costs has been supplied.
You may handle the goods as reasonably necessary to establish their nature, characteristics and functioning. Any reduction in value caused by handling beyond that permitted by law may be taken into account where legally allowed.
When will I receive my refund after cancelling an order?
For a valid withdrawal, refunds are generally issued without undue delay and within the statutory period, ordinarily 14 days after we are informed of your decision to withdraw.
Where permitted by law, we may wait until the returned goods have been received or you have supplied evidence that they have been sent back, whichever occurs first.
Refunds are ordinarily returned to the original payment method unless another arrangement is expressly agreed and permitted by law.
Do I have to pay return postage?
For a change-of-mind withdrawal, you are generally responsible for the direct cost of returning the goods where we have informed you of this requirement before the purchase and applicable law permits it.
If goods are faulty, damaged or not as described, return arrangements and costs will be handled in accordance with the applicable statutory rights.
6. Damaged, Faulty or Incorrect Items
What should I do if my order arrives damaged?
Please email desk@bookendry.com with your order reference, a description of the issue and photographs showing the damage, where available.
We will review the information and advise you of the next steps. Where the issue can reasonably be assessed from the photographs and order details, we may arrange a refund or replacement without requiring the damaged item to be returned.
If further examination is reasonably necessary, we will explain the proposed arrangements. Any such request will be handled in accordance with applicable law.
Do I need to return a damaged item to receive a refund or replacement?
Not necessarily. Where the photographs and order information provide sufficient evidence of the issue, we may resolve the matter without asking you to return the item.
However, the appropriate handling depends on the circumstances. Nothing in this policy makes photographs the exclusive means of proving a fault or limits a statutory remedy available under applicable law.
What if I receive the wrong item?
Please contact desk@bookendry.com with your order reference and photographs of the item received, where available. We will review the order and arrange an appropriate resolution in accordance with the circumstances and applicable law.
Will faulty goods affect my right to a refund?
Your statutory rights depend on the circumstances and the applicable law. Remedies may include repair, replacement, a price reduction or a refund. The applicable remedy will be assessed in accordance with the relevant legal requirements.
The 14-day right of withdrawal is separate from the rights available when goods are faulty, damaged or do not conform to the contract.
7. Refunds
How will my refund be issued?
Refunds are ordinarily returned to the original payment method. The time taken for the funds to appear in your account may depend on the payment method and the relevant financial institution.
How long does a refund take to appear?
Once a refund has been initiated, the time required for it to appear in your account may vary. We will communicate relevant refund information where appropriate.
Can I request a replacement instead of a refund?
Depending on the circumstances, product availability and applicable law, a replacement may be available. Contact desk@bookendry.com with your order reference and details of the issue so that we can review the available options.
8. Customer Service
How can I contact Bookendry?
You can reach us through the following contact details:
Email: desk@bookendry.com
Telephone: +44 1592591999
Website: www.bookendry.com
When will I receive a reply?
You may contact us by email or telephone. If we are unable to answer your call, please leave a message or send an email describing your enquiry.
We aim to respond to enquiries within 24 hours. Where an enquiry requires additional information or investigation, a response may take longer.
What information should I include in my enquiry?
Please provide your order reference, the email address used at checkout and a clear description of your question. For damaged, faulty or incorrect goods, photographs may also help us assess the matter.
Please do not include unnecessary confidential information or complete payment card details in your message.
9. Further Information
For additional information about purchases, delivery, cancellations and refunds, please consult our Terms and Conditions, Returns and Refunds Policy and Privacy Policy available on our website.
If you need assistance with a specific order, contact desk@bookendry.com and include your order reference.
Thank you for choosing Bookendry.