Welcome to Toffeetree Books. We want your shopping experience to be easy and enjoyable. Below you’ll find clear information about our delivery, returns, and refund processes.
Delivery
We pack every order with care to ensure your books arrive in perfect condition, safely and on time.
Where do you deliver?
We currently deliver across the United Kingdom via Royal Mail. However, we also hope to expand internationally in the future.
How long will my order take to arrive?
Standard delivery usually takes 3 – 5 (three – five) working days (excluding public holidays). Please note that strikes or delays may sometimes affect delivery times. You can find the latest updates at royalmail.com.
Delivery times are estimates and not guaranteed. We’ll always do our best to get your order to you promptly.
How much is delivery?
Free on orders over £50
£3.99 on orders under £50
Can I cancel my order before it is dispatched?
Yes. You may cancel your order before it has been dispatched by contacting us at bark@toffeetreebooks.co.uk for a full refund.
When does responsibility for my order transfer to me?
We remain responsible for your order until it has been delivered to you. Once delivered, the responsibility for the goods passes to you.
Returns
Can I return my order?
Yes, you can return your item within 14 (fourteen) days of receipt.
What are the conditions for returns?
Items must be unused, and in their original condition.
You’ll need to provide a receipt or proof of purchase. If more than 14 (fourteen) days have passed, we unfortunately can’t accept your return.
Are there any items that can’t be returned?
Personalised, customised, or clearance items cannot be returned unless faulty or damaged.
How do I start a return?
Please email us at bark@toffeetreebooks.co.uk and we’ll provide the return address and any instructions you need.
Once approved, we’ll share the correct return address and confirm any next steps.
Where should I send returns?
Our return address will be provided once your return has been approved. If you prefer, you can also write to us at our address below:
Toffeetree Books, Toffeetree House, 1 Downs Hill Road, Epsom, Surrey, KT18 5HW.
Who pays for return postage?
Customers are responsible for paying return shipping costs directly. Shipping costs are non-refundable. Please ensure you obtain proof of postage when returning your item.
Refunds
How are refunds issued?
Once your returned item has been received and inspected, we’ll email you to confirm whether your refund has been approved.
Refunds will be processed to your original payment method. In some cases, we may request your bank details to complete the refund securely. Your details will be handled securely and in accordance with our Privacy Policy.
How long do refunds take?
Refunds are usually processed within 5 (five) working days after approval. In all cases, refunds will be issued within 14 (fourteen) days of receiving your returned items, in accordance with the Consumer Contracts Regulations 2013.
What if my refund is declined?
If a refund cannot be approved, we’ll explain the reason and share any relevant details. Refund decisions are final.
I haven’t received my refund — what should I do?
If you haven’t received your refund within the expected timeframe, please contact us at bark@toffeetreebooks.co.uk and we’ll check for you.
This policy does not affect your statutory rights under the Consumer Rights Act 2015.
Exchanges
Do you offer exchanges?
We only replace items that are defective or damaged. If your item arrives damaged or faulty, we’ll cover return postage and send a replacement at no extra cost.
How do I request an exchange?
Email bark@toffeetreebooks.co.uk with your order details and a clear photo of the issue. Once approved, we’ll aim to send a replacement within two weeks of notification.
Contact Us
If you have any questions about delivery, returns, or refunds, please get in touch at bark@toffeetreebooks.co.uk
Delivery times and policies are subject to change, but we’ll always update this page to keep information accurate and fair.
This Delivery & Returns Policy should be read in conjunction with our Terms of Business and Privacy Policy.
Business Address:
Toffeetree Books, Toffeetree House, 1 Downs Hill Road, Epsom, Surrey, KT18 5HW.
Last update: November 2025 – We review this policy regularly to keep it clear and fair.
