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.

Ebooks

What is the difference between an ePub and a Mobi eBook?

How can I access my eBook?

How can I read my eBook on my chosen device?

Why didn’t I receive a free eBook with my order?

Placing Orders

Who do I contact for order-related queries?

What payment methods are available?

My credit/debit card has been declined – why is this happening?

Can I change my order if I’ve made a mistake?

Can I cancel a pre-order before it ships?

Can I place an order over the phone?

Will I get a receipt for my order?

Shipping / Delivery

How much does postage cost?

I’ve entered the wrong shipping address – what can I do?

When will I receive my order?

Can I track my order?

I need my book next day!

My books have arrived damaged – what should I do?

Part of my order is missing, why?

Ebooks

What is the difference between an ePub and a Mobi eBook?

EPub files work on every e-reader or other device with the exception of Kindle. Mobi files are formatted specifically to work on Kindle.

How can I access my eBook?

In order to access the digital library in your account, follow these instructions:

1. Navigate back to the main site (www.plutobooks.com)
2. Go to the top-right of the page, and click on the small ‘person‘ icon (if you hover your mouse over it it says ‘Your Account’. You may already be logged in. If not, you will need to re-enter your account email and password
3. You’ll be directed to a page with ‘Edit Profile’ in a black box at the top. Directly underneath this should be a link ‘view my orders & download ebooks’. Click this link.
4. This will take you to a page where you can view your previous orders, and below this, find links to download your ebook(s). Simply click on your preferred format (ePub or Kindle) for the book in question and it will trigger your download. You can download your eBook up to 20 times.

How can I read my eBook on my chosen device?

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.

Why didn’t I receive a free eBook with my order?

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.

Placing Orders

Who do I contact for order-related queries?

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]

What payment methods are available?

We accept all major credit and debit cards: Visa, Mastercard, American Express, Visa Debit, Visa Delta, Maestro, Electron, Solo.

My credit/debit card has been declined – why is this happening?

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.

Can I change my order if I’ve made a mistake?

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.

Can I cancel a pre-order before it ships?

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.

Can I place an order over the phone?

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.

Will I get a receipt for my order?

Yes. You will receive an order confirmation email and a receipt as soon as your order has gone through.

Shipping / Delivery

How much does postage cost?

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 for orders under $25

I’ve entered the wrong shipping address – what can I do?

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.

When will I receive my 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:

Can I track my order?

Pluto does not currently offer tracked shipping as standard. If you have special shipping requirements please contact [email protected].

I need my book next day!

If you need a book urgently, 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.

My books have arrived damaged – what should I do?

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.

Part of my order is missing, why?

If you have ordered more than one book, or you have ordered a merchandise product, the parts of the order may arrive separately.