Here are some of our answers to frequently asked questions. If you need further assistance, please email [email protected] with your query, and we will reply as soon as possible.
***We are still shipping internationally, however, orders to all locations may take longer than normal due to social distancing measures taken at our warehouses, and disruptions in the international postal systems***
Our delivery times will depend on the destination and the local postal services of that particular country. The below estimated delivery times are a general guide:
**Please add two weeks onto these times** It is very likely your book will arrive before this. If it’s still not with you, please let us know.
Please also note that due to the increased demand on some of our books included in the BAME authors sale, we have run out of stock. We are reprinting all these titles, and they will be with you soon. If you receive a note saying the item is out of stock, know that it will be reprinted and with you soon.
EPub files work on every e-reader or other device with the exception of Kindle. Mobi files are formatted specifically to work on Kindle.
In order to access the digital library in your account, follow these instructions:
*Please note* – eBook files will be stored in your account for 730 days (2 years) after purchase. After this time the links will expire, so please ensure you have downloaded your eBooks before this window has elapsed.
If you are using iOS (for iPad/iPhone), you should be able to click on the download link for the ePub file, select ‘Open in iBooks’ and start reading.
For Android devices, you will need to install a free eReader app.
For Nook/ Kobo you will need to download the file to your computer, then connect your device to your computer with a USB cable, and drag the file to your device’s books or documents folder.
If you’re using a Kindle or the Kindle app, you can also use your ‘Send-to-Kindle’ email address ending in kindle.com, to wirelessly deliver your eBook to your Kindle account.
It is Pluto’s policy to bundle a free eBook with every print book ordered, however there will be some occasions where an eBook is not available: if the book you have ordered was published prior to 2012 it is possible that no eBook exists. This may also be the case if a book has been published only in hardback. If you don’t see the ‘eBook’ format selection button next to the red ‘Buy Now’ button on the product page then it means no eBook exists.
If you have a query relating to a recent order, or about the ordering process on the website, please get in touch with us via email at [email protected]
We accept all major credit and debit cards: Visa, Mastercard, American Express, Visa Debit, Visa Delta, Maestro, Electron, Solo.
It is possible your chosen payment method has expired, you do not have sufficient funds in your account to complete the transaction, or the billing address you have entered may not match the address on file with your card issuer. If all your details were entered correctly then try another card, or get in touch with your bank to find out what the problem was.
Probably not, but if you spot an error in your order then email [email protected] with all the relevant details as soon as possible, and we’ll see what we can do.
If you have pre-ordered a book we will only charge your card on the publication date. If you decide you no longer wish to receive the book then please email [email protected]. As long as the order has not shipped we may be able to cancel it.
We are currently only able to process orders placed through the website. This method enables us to process orders a lot quicker – as your order will go to one of several fulfilment warehouses depending on the contents of your order and your geographical location. It also ensures that customers’ details are stored securely via our payment gateway, Braintree.
Yes. You will receive an order confirmation email and a receipt as soon as your order has gone through.
Pluto offers free shipping if your order is over a certain threshold:
UK
FREE for orders over £10
£3 for orders under £10
Europe
FREE for orders over £15
£6 for orders under £15
Rest of World (excluding USA)
FREE for orders over £20
£6 for orders under £20
USA
FREE for orders over $25
$6.75 for orders under $25
Write to us straight away at [email protected] with your order details. Orders are often processed immediately, so we might be unable to make any amendments. If we can, then we will cancel the order.
Our delivery times will depend on the destination and the local postal services of that particular country. The below estimated delivery times are a general guide:
Pluto does not currently offer tracked shipping as standard. If you have special shipping requirements please contact [email protected].
If you need a book urgently, or for a specific date, we may be able to offer a special courier service. Please email us at [email protected]. Please note, we are open Mon-Fri during working hours.
Please let us know right away. If you contact us within 30 days of receiving your order we will do everything we can to issue a replacement or a refund for any damaged items. Write to [email protected] with your full order details.
If you have ordered more than one book, or you have ordered a merchandise product, the parts of the order may arrive separately.
Please contact us at [email protected] within 14 days of receiving your order if you wish to return it for a refund. Any returns must be in pristine condition and unfortunately we cannot provide return postage. We will refund you within 14 days of receiving the returned goods.