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Frequently Asked Questions
This section answers the questions that we are asked most frequently. By looking through these questions and answers you may find what you need to know. If not please call our Customer Services team on 0800 157 1577 or email us: customerservice@mail2.borders.co.uk.
My Profile
· How can I change my details?
· How do I update my credit card information?
My Order
· How long will my order take?
· How will you let me know that my order is ready to be collected from store?
· Can I change my delivery address?
· Which address will my order be delivered to?
Payment, Pricing and Refunds
· Borders Electronic Gift Cards
· How can I get a refund for an item bought online?
Further information · I am an author / publisher - How do I get my product on your website? Your personal details can easily be changed by logging into your Profile. To login or register for a Profile, please use the 'Sign in' link at the top of the site. Once logged in you can change your name, address, payment options, contact details, password & any newsletter preferences. If you would prefer to delete your account altogether please email customerservice@mail2.borders.co.uk and they will arrange this for you.
· How can I apply for a job with Borders?
· How can I provide feedback?
My Profile
If you have forgotten your password simply click on the 'Sign in' link at the top of the site and select 'Forgotten your password?' then enter your email address into the box to have a new password sent to you. Please ensure that your password is kept securely.
How do I update my credit card information?
To update your card details log in to your Profile where you can amend or delete payment details or add a new card to your account. Please check that you also enter the correct billing address for each card.
My Order
To cancel an order you can contact the Customer Contact Centre by calling 0800 157 1577. Please note: if your order is in the process of being dispatched it cannot be cancelled.
A delivery estimate is provided on each product page. Delivery times will vary depending on which products you have bought. These dates are a guide to how long you will wait for items not currently held in stock by our suppliers. lease see the Delivery information page of the Help section for detailed information on delivery times and costs. If an item is currently unavailable at our supplier we will endeavour to source this as quickly as possible and will update your order history with the latest information. If you place an order with titles with differing availability and want these despatched together, the whole order will be held until all items are available. Your credit card will not be charged until the order is despatched.
How will you let me know that my order is ready to be collected from store?
If you have opted to have your order delivered to a store, we will send you an email advising you when it will arrive. Once your order has arrived at your chosen store, a member of the store staff will call you to advise that it is ready for collection.
You can track your order via the ‘View order history' section of your Profile. From here you can check the status of your order including whether it has been dispatched. If your order has not yet been dispatched you can click here to obtain an update from our Customer Service team on its progress.
Once your order has been dispatched it should arrive within 2-3 working days. Please note: this does depend on product availability, your location and delivery selections. For more information on this, visit our Delivery information page.
If your order has not arrived within the expected time frame and was sent via Royal Mail, please allow 10 working days for it to arrive before contacting Customer Services. If your order has been sent with a courier service and has not arrived after 3 working days please advise us so that we can investigate.
Before we cancel an order we will make every effort to contact you to advise which items from your order will be cancelled.
Borders do dispatch orders to EU countries. For full details of costs and delivery times, click here.
Please note: we are unable to send orders to countries outside the EU.
Can I change the delivery address on my order?
Your order will be dispatched to the delivery address entered when you placed your order. If you would like to change the delivery address you will have to cancel your order and place a new order with us.
Which address will my order be delivered to?
Your order will be dispatched to the delivery address entered when you placed your order.
Payment, Pricing and Refunds
Borders Electronic Gift cards (EGCs) can now be purchased and redeemed online. To redeem your Gift Card online you will need to transfer funds to an online account. This can be done by logging into your account via the My Account button on the homepage. Once in your account you will be able to register your card to protect the balance against loss or theft, check your balance and transfer funds to your online account.
The prices on our website are already discounted, however for bulk orders we will consider offering additional discount, where possible. Please email your details and information regarding the products you require along with their quantities to our Customer Contact Centre.
The costs associated with a web business are different to those of a high street store based operation and as a consequence different prices can be offered.
While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling. Please refer to our Terms and Conditions for full details. http://www.borders.co.uk/terms_and_conditions
How can I get a refund for an item bought online?
There are two ways you can return an item to us, provided that you do so within 30 days of receipt.
If your order was placed online you can return it to any Borders high street store for a refund or exchange. Alternatively you can send the item(s) back to us using the returns information provided on your order receipt. Please see our Returns and exchanges section for full returns information and instructions as well as our terms and conditions.
If your order was placed in store you will need to return the product to any high street branch of Borders with your receipt for a refund.
We aim to list every book currently in print in the UK for sale on our website. As long as your publisher has listed your book with Nielson Bookdata, and is able to supply to Gardner’s books it will be listed with us as available to order.
For entertainment products such as CDs and DVDs our range is limited to that of our suppliers. Should you have any issues with how your product is listed on the website please contact our Customer Services team who will be able to pass your details on to the relevant department.
How can I apply for a job with Borders?
If you are interested in a career with Borders please visit the Borders careers page where you can search for opportunities in our stores and Head Office, as well as find case studies, training and benefits information and find out what types of roles we offer.
To provide feedback on our website please click here and complete the online form.
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Borders UK LtdRegistered office: 120 Charing Cross Road, London WC2H 0JR
VAT No: 6500723719
