FREQUENTLY ASKED QUESTIONS
Orders, returns and exchanges
Can I cancel or change my order?
Orders placed on silverpress.org are transmitted directly to our warehouse for fulfillment. Because of this, we often cannot amend or cancel orders once they have been placed.
Orders placed Thursday–Sunday will not be reviewed until Monday. If an order has already been processed and shipped before our sales executive returns to work, we unfortunately cannot cancel or refund the order.
Please double-check items, quantities, and shipping address before completing your purchase.
Silver Press cannot take responsibility for errors made when placing an order.
When will my order ship?
Orders are typically processed immediately after purchase and dispatched by our warehouse shortly afterwards.
Delivery times are estimates only and may vary depending on destination, postal services, and customs procedures.
What if my order arrives damaged?
If your order arrives damaged, please email sales@silverpress.org within 7 days of delivery and include photos of the packaging and the item.
Unfortunately we may not be able to assist with damage claims reported after this timeframe.
What if something is wrong with my order?
Please notify us of any issues with your order within 30 days of delivery. Requests received after this timeframe may not be eligible for replacement or refund.
Can I return an item?
Under the UK Consumer Contracts Regulations 2013, most online purchases may be returned within 14 days of delivery.
To arrange a return, please email sales@silverpress.org within 14 days of receiving your order.
Returned items must be:
- Unused and in resaleable condition
- Securely packaged
- Posted within 14 days of notifying us
Returns that arrive damaged, used, or outside these timeframes may not be eligible for a refund.
Return address:
Silver Press
35 St Peter's Close
London E2 7AE
United Kingdom
Customers are responsible for return postage costs unless the item is defective or incorrect.
Original shipping costs are non-refundable, except where required by UK consumer law.
When will I receive my refund?
Once your return has been received and inspected, we will email you to confirm the outcome.
Approved refunds are issued to the original method of payment. Please allow several working days for the refund to appear, depending on your bank or card provider.
If you have not received a refund:
- Check your bank account again
- Contact your card provider
- Contact your bank
If the refund still does not appear, please email sales@silverpress.org.
Do you replace damaged books?
We replace items only if they arrive defective or damaged. Please contact us within 7 days of delivery with photographs so we can assist.
International shipping & customs
Delivery times vary depending on destination. International packages may be opened or inspected by customs authorities. Silver Press cannot control or take responsibility for delays, opening of packages, or damage caused during customs inspections.
Customers are responsible for any customs duties, import taxes, or local fees required by the destination country.
What if my package is lost?
If a parcel appears lost in transit, please contact us and we will assist with investigating the shipment.
If tracking confirms that a package has been delivered to the address provided, we unfortunately cannot replace or refund the order.
Customers are responsible for ensuring that the shipping address entered at checkout is correct. Ownership of goods passes to the customer once the order leaves our warehouse.
Pre-orders
If your order contains both pre-order titles and in-stock items, the order will be shipped once the pre-order title becomes available in our warehouse. This means other items in the order may be delayed until the pre-order is ready.
If you would like in-stock items sooner, please place separate orders. Publication dates may occasionally change due to printing or distribution schedules.
Sale items
Only regular-priced items may be refunded. Unfortunately sale items cannot be refunded.
For more information on sales, exchanges and returns please see our returns and exchanges policy.