FREQUENTLY ASKED QUESTIONS
Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll be in touch within 1-5 days.
Exclusive Special Editions / Bi-monthly Book Box FAQ
Does your Bi-monthly Book Box require a subscription?
NO subscription is required for our exclusive special edition romance book box and we ship WORLDWIDE!
What genre of books do you feature in your bi-monthly book box?
Our exclusive bi-monthly romance box features a wide variety of romance genres including, romantasy, dark romance, sweet contemporary romcoms, why choose, etc! We aim to be inclusive to all romance genres and cater to everyone's favourites!
What do we do if we receive a damaged or defective book?
Please contact us and include detailed pictures and descriptions of the issues along with you order number. Please be aware that it is up to the discretion of our customer service team on if your book will be replaced or a partial refund issued.
Please see our Damage criteria below:
Things that qualify as damage:
- A tear/rip/cut or visible scratch on the front of the book or spine larger than 2cm
- Residue or marks on the front or spine that cannot be removed and are obvious
- A book that should have been signed but isn’t
- Dented or crushed corners bigger than 2cm
- Water damage
- More than one ripped or bent page that affects the text on the pages
- Production defects (such as a missing finish)
Things that DO NOT quality as damage:
- Scratches, marks or residue on the back of the book
- Page bleeding
- Dented corners that are less than 2cm
- Uneven digitally printed edges
- White spots, scratches or slight imperfections on the printed edges (this includes the top and bottom edges along with the fore edge)
- Creasing or folding on the top or bottom of the book spine
- Wavy pages
- Slightly blurry printed edges
- Minor Interior defects
We can only accept replacement claims within 14 days from the date you received your items and only if the product is still in stock.
Do you accept returns, refunds or exchanges for your exclusive special editions?
No, we do not accept returns, refunds or exchanges for our exclusive special editions - both for our bi-monthly book box and open pre-orders.
Why is international shipping so expensive?
Unfortunately this is something that is out of our hands. Our shipping prices are currently as low as they can feasibly be. We aim to be as affordable as possible but unfortunately international shipping is quite expensive.
As we grow we hope we will be able to get further business discounts for shipping, which we can then pass onto our customers to lower prices.
You don't ship to my country - is there anything I can do?
If you live in a country we cannot ship to and you would still like to order you can use a company like Buy&Ship Australia which allows you to enter their warehouse address as the delivery address when purchasing from us and then they forward your package on to you!
I'm an author and I would love to collaborate on an exclusive special edition - how can I do that?
We would love to hear from you! You can submit your novel via our "Author Submissions" form found in our website footer!
General FAQ
When will my order ship?
All in-stock orders will ship within 1-3 business days. We endeavour to get your orders out as quickly as possible but please keep in mind that we are only a small team and, as such, busy periods may affect our fulfilment times.
All products are shipped from our store location in Brisbane, Queensland, Australia.
We use Australia Post (AusPost) to ship items for both Australian and international orders.
You will receive an email once your item has been shipped along with tracking info. It may take some time for the post office to scan and receive it. If your package is lost, stolen, or damaged in transit please don't hesitate to contact us.
Do you ship internationally?
Yes, we do ship internationally. Please keep in mind that there may be import duties or other customs fees depending on your country of residence. We cannot keep track of these, and are not responsible if your order gets held up in customs. If you don't see your country available in the shipping options, please contact us and we can look into adding it for you.
My product was damaged in transit
We ensure all our products are packaged securely to minimise chances of damage during transit. With that being said, if your product is damaged during its trip to you, Chapter 55 is not to be held responsible.
If the item is severely damaged, please contact us and we can prompt an investigation with Australia Post and potentially look into providing you with a replacement or refund depending on the outcome of this investigation.
Please note that minor wear and tear (including small scratches and tears, mild creasing of book cover, etc) does not qualify as severely damaged! When in contact with us regarding a damaged item you will be asked to provide photographic proof of damages. While we can still potentially provide a refund, Chapter 55 retains the right to deny a full refund if the item does not fall under the qualifying severely damaged conditions.
My parcel never arrived
We're so sorry to hear that you have not yet received your parcel.
Please be sure to check your tracking number for shipping updates.
If the tracking number is listed as delivered but you have not received your item, please contact us.
Usually in these situations the parcel will be waiting for pickup at your nearest Post Office. In the event that no one is home to sign for the parcel, the carrier will leave a card to let the customer know what retail outlet they can collect their parcel from.
Please contact us as soon as possible if your item does not arrive within 3 weeks of dispatch for Australian orders. Please allow up to 4 weeks for international orders.
In the unlikely case that a parcel becomes "lost" in transit - we will need to launch an investigation with our Courier company (Australia Post) to ascertain what has gone wrong. If your parcel is deemed "lost" we can provide you a refund or a replacement depending on the product item and whether it is in stock.