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Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

When will I be charged?
Do we share personal information?
How do we secure personal information?
How do I cancel an order?
Can I track my order?
What happens if I'm out when you deliver?
How long will it take for my refund to be processed?
How do I return a product?
How do I get a replacement item or exchange an item?

When will I be charged?
Payment is authorized at the point of purchase and will be settled on the same day.

Do we share personal information?
Protecting the privacy and security of your personal information is a priority at Kingston Bookshop. KINGSTON BOOKSHOP DOES NOT SELL, DISTRIBUTE OR LEASE YOUR PERSONAL INFORMATION TO THIRD PARTIES.


How do we secure personal information?
We take significant and appropriate security measures, including physical, technological and procedural measures, to help to safeguard your personal information and to prevent unauthorized access and disclosure. In addition, we use industry-standard technology, such as Secure Sockets Layer (SSL) encryption technology in the transmission of certain sensitive personal information, designed to prevent unauthorized persons from gaining access to your personal information, and, as technology develops, we intend to take additional measures to improve security.

How do I cancel an order?
You can cancel an order easily by sending the request via our ‘Contact Us’ form, selecting the “Cancel Order” option and including the details – as long as your order is not yet ready to be sent to you.


Can I track my order?
You can track orders online by clicking the 'Track Orders’ link when you log in. The meaning of each status is displayed below:

Status of your total order

·         Confirmed – We have received your order and it is being processed.

·         Complete – Your order is ready and will be sent shortly 

·         Cancelled - You or we have cancelled your order, or an item within your order. You will have received an email to confirm this and the reason for the cancellation

·         Returns Request – You have requested a return and we are either waiting on the order to be returned to the warehouse, or it is being processed

·         Refund Complete Your request for a return has been processed and you should see a reflection in your next billing statement.

·         Contact Us - We have found an issue with your order. Please contact us if you have not already heard from us

We will also send you email updates throughout, and you will have the option to track your order by clicking on the link in your 'Your Order Is On Its Way' update email. Alternatively, you may access the shipper’s website http://www.dhl.com.jm/en.html and enter the tracking number.

When our third party shipper has picked up your package from our warehouse, your tracking number may not be entered into their system until the following business day, so please wait 24 hours before tracking your order.

If you are not able to track your order please contact our Customer Care team at contactus@kingstonbookshopjm.com.

What happens if I'm out when you deliver?
If you are not available to accept delivery, our third party shipper will leave a calling card to advise that delivery has been attempted (please follow the instructions on the calling card). For more information on your delivery, please visit http://www.dhl.com.jm/en/express/tracking.html.


How long will it take for my refund to be processed?
Once we have received your return at our warehouse we will process your return within 1-3 business days. You should expect to see your refund in your account within 5 business days once you have received your 'Refund Complete' update email. Please note some banks may take longer than 5 working days to process refund payment.

If you have not received your refund and it has been after 10 business days since receiving your 'Refund Complete' update email, please contact our Customer Care team at
contactus@kingstonbookshopjm.com.


How do I return a product?
You can return by post. Send the original item back to us via an economical method.

Returning by Post:

Please follow the instructions below carefully when returning by post:

1. Use our ‘Contact Us’ facility on the website or email us at
returns@kingstonbookshopjm.com to get a Return Form, mailing label and instructions on making a return.

2. Repackage the goods into their original packaging. Please note that we do not accept returns for opened CDs and DVDs, multi-media products and unwrapped books.

3. Complete the Return Form, indicating your reasons for the return, and enclose with your parcel.

4. Print the mailing label, fill in the appropriate information that is required, and affix label to the outside of your parcel.

5. Method of return and any associated customs declaration is the responsibility of the customer. For Kingston Bookshop to receive your return you must ensure the words Return Goods are written on your customs declaration.

6. Take the package to your local Post Office and obtain a proof of postage. Postage must be paid by the sender.


How do I get a replacement item or exchange an item?
Replacements

If you received a faulty item and need to replace it with the same item, please use our ‘Contact Us’ facility on the website or email us at returns@kingstonbookshopjm.com for instructions on how to do so.


Exchanges

Currently we do not process exchanges online, so you may use the ‘Contact Us’ facility on the website or email us at returns@kingstonbookshopjm.com and we will gladly process a return which will allow you to make a new purchase.

To return the item(s), you will need to use the return and mailing labels provided and send your original item(s) back within 30 days of delivery.

 

 

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