Frequently Asked Questions

1. To log in to your account click here, or go to SE.md and click 'Login' in the top.

2. Type in your registered email address and password and click 'Log in':

With a customer account, you can view and manage your orders, update your personal information, and track the status of your order.

To create an account:

1. Click 'Login' at the top corner of this page
2. Click 'Create an account', just below 'Forgotten password'
3. Fill out the personal details form and click 'Finish'

Welcome to your new account!

We've made some upgrades. With your new and improved account you can: 

• View and manage your orders 
• Update your personal information 
• Track and check the status of your order 

Your dashboard gives you an overview of all your open and previous orders since you created an account (any orders placed before you created an account will not be visible). 

In the 'Orders' tab, on the right-hand side. Here you'll be able to view the progress of your current orders, as well as your order history. 

Yes. Tracking is dependent on size, weight, and delivery destination (untracked items are subject to standard delivery timeframes). With a customer account, you can track and view the status of your order. 

• To track your order, click 'Orders' on the right-hand side of the page. This is where you will be able to view all your open and previous orders 
• Scroll down until you find the order you want to track and click 'View order details'
• Track your books using the individual tracking links provided (unfortunately, Online Customer Services can't provide an estimated delivery date for untracked items)  

Your wishlist can be found within your account, on the right-hand side, under the 'Orders' tab.

Wishlists are for personal use within your account. Because wishlists can be considered 'personal data' (as somebody’s book choices could indirectly indicate their religious or political beliefs, their sexuality, or other sensitive/private information), it is not possible to share your wishlist from within your account. 

Anything you like! From books to gifts, to games to stationery, if it's on se.md, you can add it to your wishlist. 

With a customer account, you can track and check the status of your order.

Order placed

We've received your order. You should see an update soon
 

Being processed
We've received your order and are in the process of getting it ready to ship
 

Your order was dispatched
Your order has been shipped and is on its way to the delivery address as stated on your confirmation email
 

Cancelled
Your order has been cancelled. Any pending payments will be voided or cancelled

If you've forgotten your password, you can use the 'Forgotten password' link here. 

To update your password within your account, follow the steps below:

1. Click 'Account'
2. Click 'Personal Details' 
3. Scroll down to 'Change password' 
4. Once updated, click 'Update password'

Your password has been updated.

We regret this service is temporarily unavailable at our shops or Online, however, we have the option to order via our website for home delivery, postage free in the UK.

To do this, please add the titles to your basket and follow the prompts to fill in your billing, delivery and payment details.

If you would like any further formation on how these services work, please feel free to contact our customer service team who will be happy to assist you.

Please contact Online Customer Services via the 'Contact Us'

We regret that we have temporarily removed this option from our service. However, we have a number of helpful options still available to you.

You can reserve the titles you would like online with us and pay in store when you pop in to collect them. This can be done by clicking on the “reserve in store” option when you are on the page of the book you would like. You can then fill out your details and select the store that has the title available for you.

Have your order delivered directly to your home for no extra delivery charge. To do this, please add the titles to your basket and follow the prompts to fill in your billing, delivery and payment details.

If you would like any further formation on how these services work, please feel free to contact our customer service team who will be happy to assist you.

This will usually be because you were not logged into your account when you placed the order and your order was placed as a Guest order.

However, you should still have received an order confirmation email when the order was placed, also you will receive an email once the book is despatched.

Please contact Online Customer Services via the 'Contact Us' page or by raising an email ticket here if you did not receive a confirmation email, or if have any queries about despatch.

For orders to appear in your account, you must first log into your account before placing them.

We regret that Guest orders cannot be added later to your account, though they will be supplied as normal.

We welcome customers living within the EU to place an order with us.

The price quoted on the website is the price you will pay. This price includes delivery to countries within the EU, plus any taxes and charges due. There should be no surprises or additional charges once the book has arrived in the destination country.

For more information, including estimated delivery times, please check out our Shipping and delivery information.

If you have had an order number generated at the end of the ordering process then we will have received your order, even if the confirmation email does not arrive promptly.

Confirmation emails are usually sent automatically to the email address provided on your order form. If you have an account, please log in to check the status of your order. If you placed an order using 'guest checkout', you can get in touch by raising an email ticket here.

If you have any queries, please advise your name, your email address and your Post Code - we can check and confirm if your order has been received.

As the national lockdown restrictions begin to ease, we will continue to follow government guidelines to ensure the safety of our customers and booksellers. For the time being, some of our bookshops and stock locations will be operating under reduced opening hours, or remain closed. As a result, some orders are taking longer than usual to be dispatched.

If you have placed an order with us and it has not yet been dispatched, you will need to contact Online Customer Services who will be able to change the address on the order.  Please use the Query heading Change of Billing or Delivery Address and any requests will be actioned as soon as possible.

NB once the order has been shipped it is not possible to amend the address. 

If you've had a problem during checkout or while placing an order, double-check to see if you have received a confirmation email. If you have not received a confirmation email, try clearing your browser history, deleting cookies, clearing caches, and placing the order again.

How to clear browser history (Safari):

Open the Settings app on your Home page and tap Safari. Scroll down and tap 'Clear History'. You can also clear cookies and data and set Safari to Private Browsing mode from this screen.

How to clear browser history (Google Chrome):
Open your Chrome app and tap the three bars in the top right-hand corner. Select Settings from the dropbox and click Privacy. From here you can, clear browsing history, cache, cookies, and site data.

Books are usually dispatched within twenty-four, forty-eight, or seventy-two hours ie one, two or three Business Days.   

NB Dispatch time does not include delivery, but estimated dispatch times will have been stated on the website at the time of order.

This information can also be found on your order confirmation email.

Estimated delivery times are dependent on the destination: 

* Orders outside the EU may be subject to import duties and taxes imposed by the destination country; any additional charges for customs clearance must be paid by the customer.

Most deliveries within the UK are sent by Whistl and completed by Royal Mail standard class or by Evri (Hermes).  Larger deliveries may be sent by DHL. 

Brexit, border closures, and changes to EU tariffs have impacted the book supply chain. Please know that we are working through the details and regulations to ensure we can still deliver books across Europe and worldwide, but there may be some delay in receiving your order.

We are currently unable to offer priority shipping.

If you placed an order using your account, you can log in and check its progress.

If it has not been dispatched, please check the 'Usually Dispatched' time advertised on the website for the book on your order - this will give the time in 'Business Days' to dispatch.

If that time has elapsed and the book has still not been dispatched, please contact Online Customer Services for advice

There's no need to contact us. We will email you when your order is on its way.

Log in to your account to check the status of your order.

Most books are usually dispatched within twenty-four, forty-eight, seventy-two hours.

Others may take 7 days or 2-3 weeks.

Estimated dispatch times will have been stated on the website at the time of order.

Delivery will take a further 2-4 days to UK destinations.

We have been following government guidance throughout this period to ensure the safety of our staff and booksellers. As the national lockdown restrictions begin to ease, some of our bookshops (and stock locations) will remain closed for the time being. As a result, some orders are taking longer than usual to be dispatched.

Dispatch time does not include delivery. Please check out our shipping and delivery information for estimated delivery times.

If you ordered with an account, log in to check your status here. Alternatively, please view our help page for further information.

Estimated delivery times for New and Used Marketplace books are dependent on the destination: 

(Shipping charges are per item. Prices are stated in pounds sterling. Purchases made in other currencies will be the equivalent value in that currency). 

Orders placed through New and Used Marketplace work slightly differently from books ordered directly from SE.md. Once your order has been dispatched, Online Customer Services are unable to track or offer an estimated delivery time for your order. 

Please note we are unable to accept cancellations for marketplace titles.

Where possible, your tracking information will be provided to you in your dispatch email.

If you have a customer account, you can also track and view the status of your order in there. 

Click here to sign in to your account

• To track the status of your order, click 'Orders' on the left-hand side of the page. This is where you will be able to view the status of all your open and previous orders
• Scroll down until you find the order you want to track and click 'View order details'
• Track the status of your books using the individual tracking links provided (tracking is dependent on size, weight, and delivery destination. Untracked items are subject to standard delivery timeframes. Unfortunately, Online Customer Services can't provide an estimate delivery date for untracked items)  

You won't be able to view or track any orders made before you created your account. 

Order placed

We've received your order. You should see an update soon

Being processed

We've received your order and are in the process of getting it ready to ship

Your order was dispatched

Your order has been shipped and is on its way to the delivery address as stated on your confirmation email

Cancelled

Your order has been cancelled. Any pending payments will be voided or cancelled

If your book has been dispatched, please check the delivery address on your dispatch email. If you have not received a dispatch email, you can check the status of your order in your account.

My order has not arrived

Books can arrive in separate parcels depending on where they are being supplied from, i.e. from one of our shops or direct from our distribution centre. 

Double-check the estimated dispatch time for each of your books by logging in to your account.

In all cases, unwanted orders should be returned in their original packaging at your own expense to the address below.

Items should be returned to us by the most economical method. They remain your property until we have received them

Please use your order number as a return reference, making sure it is written clearly on the packaging. This information can be found on your order confirmation email and invoice.

Return Address:

DR PAYMENTS LTD
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

NB If you have received a damaged or faulty book, please contact Online Customer Services by email to customers@se.md for advice on a replacement or return. 

Important to note:

• Please allow up to 10 working days for your return to be processed once it has arrived back at our distribution centre
• If your book was dispatched from a US supplier, please consult your delivery note for the appropriate returns address in the United States
• Items should be returned to us by the most economical method. They remain your property until we have received them

Refunds are subject to the following conditions:

• The book(s) must be returned within twenty-eight days of receipt in the UK, forty-eight days of receipt in Europe, and four months of receipt in any country outside the UK or Europe
• The book(s) must be in a pristine and resalable condition
• The book(s) must be accompanied by a copy of the delivery note or receipt

All returns are accepted at the discretion of SE.md, and refunds will be given in the same tender type as the original payment. Please allow 14 days (in addition to the delivery time) for the return to be processed.

How can I return a book I ordered from a SE.md?

If you placed an order in one of our bookshops and prepaid for your item, please contact the bookshop to obtain a refund.

Business, institutional, or corporate customers returns: 

Please note that the above does not cover institutional or corporate customers purchasing under a framework contract. If you have purchased on behalf of an organisation, please contact your Account Manager for returns information.

Business customers may return 10% of their orders within 60 days, providing the items are in their original condition. Any return postage costs incurred are the responsibility of the customer.

You are able to cancel your order any time up until the point of dispatch.

If you have placed your order while signed into your SE.md account, you can now cancel your order order without having to contact us directly.

Log in to your account to view the status of your order and to process your cancellation.

If you have one item in your order or would like to remove one from it, please click on 'Cancel Item'.

If your order has more than one item in it, please click on 'Cancel Entire Order'.

You will receive a Cancellation confirmation email within a few minutes.

Please note, once an order has been cancelled, we are unable to reinstate it. A new order will need to be placed if you would still like your items

If you do not have an account with us, please contact as soon as possible by clicking here.

If your order has already dispatched, you will not be able to cancel the order. But you will be able to return the book for a full refund. Please check our information on how to return a book.

While we do everything in our power to ensure your books arrive in excellent condition, sometimes accidents happen.

In the event your book has arrived damaged, please contact customer service by clicking here.

Where possible we will replace the book if we have more copies available, alternatively, we will offer a full or partial refund depending on the extent of the damage.

Please report any damaged books to us within 72 hours of delivery. We will assess the extent of the damage and send you a prepaid label if it is worth returning it to us. 
 

We kindly ask that you please do not post back damaged books without contacting us first.