Returns & Refund Policy — Bigglestones.com
Last updated: March 2026
We want you to love your books
At Bigglestones, we take great care in packing and sending your orders. But if something isn’t right, we’re here to help.
This policy is offered in addition to your statutory rights under the Consumer Rights Act 2015.
Changing your mind (online orders)
Under the Consumer Contracts Regulations 2013, you have the right to cancel an online order within 14 days of receiving it, for any reason.
If you’d like to return an item simply because you’ve changed your mind:
- Contact us within 14 days of receipt at shop@bigglestones.com, quoting your order number
- Return the item to us within a further 14 days of notifying us
- Books must be in their original, unused condition — unread and with no damage, markings, or broken spines
- Return postage costs are the responsibility of the customer
- We recommend using Royal Mail and keeping your proof of postage, as we cannot be responsible for items lost in transit
Once we receive the item in satisfactory condition, we’ll issue a full refund of the item price and original postage, within 14 days.
Damaged, faulty, or incorrect items
If your order arrives damaged, with a manufacturing fault, or we’ve sent the wrong book, please contact us within 48 hours of delivery at shop@bigglestones.com with:
- Your order number
- A brief description of the issue
- Photos where possible
In these cases, we will cover the cost of return postage and will offer you a full refund or a replacement, whichever you prefer.
Non-returnable items
The following items cannot be returned or refunded unless they are faulty or were sent in error:
- Signed or personalised editions — these are prepared specifically for you and cannot be resold
- Gift wrap and packaging add-ons
- Sale or clearance items marked as final sale at the time of purchase
- eBooks, Audio Books and other digital products — once accessed or downloaded, these are non-refundable under the Consumer Contracts Regulations
These exclusions do not affect your statutory rights.
Condition of returned items
All returned items must be in pristine, resalable condition — the same condition in which they were received. We reserve the right to refuse a refund or offer only a partial refund if items are returned in a condition that suggests they have been read or damaged after delivery.
Store credit
If you’d prefer, we’re happy to offer store credit instead of a cash refund. Store credit never expires and can be used against any future purchase on bigglestones.com or in our Glasgow shop. Just let us know when you get in touch and we’ll arrange this for you.
In-store purchases
For items purchased in our shop, we’re happy to offer an exchange or store credit within 14 days of purchase, provided you have your receipt and the book is in its original condition. Refunds on in-store purchases are available at our discretion, or where required by your statutory rights.
How to start a return
Email us at shop@bigglestones.com with your order number and the reason for your return. We’ll get back to you within 2 working days to confirm next steps. Please don’t send items back without getting in touch first.
Returns address: Bigglestones Books 57 Glassford Street Glasgow G1 1UG
Refund timeline
Refunds are processed within 14 days of us receiving the returned item (or confirmation of postage). Refunds are issued to the original payment method.
Questions?
We’re a small, independent bookshop and we genuinely want every order to be a good experience. If something’s gone wrong, just get in touch — we’ll always do our best to sort it out.