Frequently asked questions

Orders can be made via the ICE Bookshop website or by telephoning ICE Bookshop on +44 (0)1235 465 577 between 08:00 and 17:00 (UK time) Mondays to Fridays, excluding public holidays. To place an order you must be 18 years of age or over.

Delivery charges are payable in addition to the prices shown for individual products. Delivery charges are calculated at 10% of the order for UK Customers (up to a maximum of £8) and 20% of the order for overseas Customers (up to a maximum of £80). There is a minimum delivery charge of £2.95 to UK customers and £5.90 to overseas customers. Delivery charges may be subject to VAT.

Standard UK deliveries, by either courier or Royal Mail, can be expected within 3 - 5 working days from the point of dispatch. Express UK is next working day if the order meets the deadline 12 pm (UK time).
Overseas orders can take up to 21 working days and you may not be able to track the item prior to delivery.

COVID-19 impact on your orders: Your book shipments may be delayed by a few days due to COVID-19 outbreak. Currently we are successfully able to deliver orders globally, however, deliveries are taking a day or two longer than normal in some areas. We apologies for any inconvenience caused. Please allow some extra time for your orders to arrive.
 

Payment must be made by credit or debit card.

If you are not satisfied with any Product you have purchased from us, you may return the Product to us and obtain a refund of the price of the Product returned if you contact us within 30 Days of delivery of the Product to you. This right to return does not apply to Digital Products however you can ask for a Digital Product to be repaired or replaced.

If between 30 Days and the first six months of delivery of the Product to you, you believe that the Product is not of satisfactory quality and/or is not fit for purpose and/or is not as described then you should notify us and provide us with the opportunity to repair or replace the Product or Digital Product. If an attempt to repair or replace the Product or Digital Product has failed, you have the right to reject the Product or Digital Product for a full refund or an appropriate price reduction if you wish to keep the Product or Digital Product.

In order to exercise your option to return or reject a Product or Digital Product you must telephone us on +44 (0)1235 465 577 between 08:00 and 17:00 Mondays to Fridays or [email protected] to make arrangements for return of the Product or Digital Product. We will send you written authorisation. When you have received the written authorisation send the item(s) in resaleable condition and in the original packaging, including the receipt sent to you when the book was delivered, and send it back to:

ICE Bookshop Returns
Marston Book Services Ltd
Unit 160, Eastern Avenue 
Milton Park
Abingdon
Oxfordshire
OX14 4SB

We will only refund postage and packaging costs if the return is a result of our error.

Yes, we will always attach a copy of the invoice in the parcel for the customer’s records. The only exception is when the delivery and invoice address are different, in this case we will always email a copy to the customer.

At the point of ordering online, it should be made clear that the title is unavailable for whatever reason. We will record the order at the time of processing and release the order at the earliest opportunity once stock arrives.