Quick read: Customers are entitled to a full refund or replacement item if they contact us within (28 days UK / 56 days international) of the purchase, and can prove that they have not recieved the item or it is damaged. Mutiple orders are responsibilty of the customer. If the product is a pre-order the customer has (28 days UK / 56 days international) to contact us. After this period a credit note can be issued, but not a refund. If incorrect delivery information is given by the customer the customer is liable for additional charges. Please see below for more detail...


If you have a reason to request a refund or return of your book, you can find information below. Please note that attempts to contact us regarding a problem with your order that do not quote a 4-digit order reference number will likely be delayed in their resolution. 


I want to return my book and receive a refund.

We understand that sometimes circumstances dictate that you might want to return a book. If your book was a pre-order title, refund requests must be made within 28 days UK / 56 days international of the title's release. Otherwise, refund requests must be made within 28 days UK / 56 days of the order being placed. After this period a credit note can be issued, but not a refund.

If you are required to return a book to us, delivery costs will not be covered unless the product is damaged. We will require photographic evidence of the damage, please see below.


My book has arrived, but it's damaged.

While we take the utmost care when packaging our books, we know that sometimes a damaged book can slip through. If this is the case, please contact us with photographs of the damage, quoting the 4-digit order reference number, and we will investigate.

Unfortunately, there are times when the book is damaged due to the handling in delivery. We cannot accept responsibility for damages once the package has left us. We would advise making a claim through Royal Mail in cases such as these, information can be found here.


I live abroad and haven't received my order.

If you live abroad and haven't received your book, it may still be on its way to you. While typically orders should arrive within 28 days, sometimes hold ups at customs can cause a delay in you receiving your order. For this reason, we must allow up to 56 days from when we send the parcel to you before we make any further arrangements regarding replacement books being sent.


If you have a problem with your order and are unsure about what to do, please feel free to get in contact as soon as possible regarding your query by emailing customerservices@candyjarbooks.co.uk or calling 02921157202.

Please ensure to include your 4-digit order reference number, book title and photographs (if applicable) within your email, as not doing so will likely result in a delay in your query being resolved.

Please note that while we will respond as quickly as possible, we are a small team and this can sometimes take some time. Queries made outside office hours will take longer to receive a response

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PRE-ORDER POLICY

Doctor Who Pre-Order Policy

At Candy Jar Books, some of our Doctor Who-related titles are offered as exclusive pre-orders. These editions are made available at the very earliest stage of production – sometimes even before the author has finished writing the book. Because of this, the pre-order process works a little differently from standard releases, and we want to explain clearly how it all works.

Why We Don’t Give Firm Release Dates

Our pre-order books can take anywhere from one month to a year to complete. This wide window allows us to support the full creative process without rushing the writing, editing, design, or production stages. To protect the quality of every book, we do not provide official release dates. A fixed deadline could force us to hurry the process, and we never want to compromise the standard of the final product.

Occasionally, we may share a general estimate (such as “in the autumn” or “before Christmas”), but these are guidance only and not guaranteed release windows.

Why We Offer Early Pre-Orders

Our pre-orders help us determine exactly how many copies to produce in the initial print run, ensuring we print only what is needed. This approach keeps waste low and allows us to create high-quality books responsibly. Early orders also help fund the production process, making it possible for us to create the kinds of Doctor Who books fans love – including special editions that would not exist without pre-order support.

How We Keep You Updated

We’re committed to keeping our readers informed throughout the journey.
You will find updates posted regularly on:

•    The product page of the book you’ve pre-ordered.
  

•    Our newsletter, where we share progress and milestones.
  

As soon as a book goes to the printer, we let you know.
As soon as copies arrive with us –  fresh from the print run – we ship all pre-orders immediately and notify customers on our website and via our newsletter when copies are on the way.

Thank You for Supporting Our Books

We truly appreciate your patience and enthusiasm. Pre-orders make it possible for us to bring new and exciting Doctor Who stories to life to the highest possible standard.