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Delivery Info & FAQs

Here is more information about our delivery times and prices, as well as some answers to the most frequently asked questions.

If you need further assistance relating to your book order, please email [email protected] with your query, and we will reply as soon as possible.

For general enquiries, please email [email protected].

 

***We ship 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:

UK: 2-10 working days
USA: ~10 working days
Europe: 5-20 working days
Canada: 10-20 working days
Rest of World: up to 30 working days

 

**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 we do not provide dispatch notes – if you have received a receipt, you can assume you book will be dispatched shortly.

 

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?

Returns Policy

Does Pluto offer gift receipts?

 

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 entitled ‘Your Account Area’ 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.

*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.

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
$6.75 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:

UK: 2-10 working days
USA: ~10 working days
Europe: 5-20 working days
Canada: 10-20 working days
Rest of World: up to 30 working days

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, or for a specific date!

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.

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, as well as a photo of the damaged item.

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.

Returns Policy

Please contact us at [email protected] within 14 days of receiving your order if you wish to return it for a refund.

For physical books, any returns must be in pristine condition. Please note that we cannot provide return postage. We will refund you within 7 days of receiving the returned book(s).

For ebooks, accidental purchases must be reported to us within 14 days. Refunds will be issued within 7 days from the date we receive your request.

All refunds are processed on the original card used at the time of the purchase.

Does Pluto offer gift receipts?

We do not offer gift receipts, meaning that all deliveries will include an itemised receipt.