Online Shop FAQs

We have currently stopped all shipments to Belarus as our parcels are not able to pass through customs and are being returned to the UK. We apologise for any inconvenience this may cause. If you have any further questions about our international deliveries, please contact our customer service team [email protected]

We have currently stopped all shipments to Ukraine as our parcels are not able to pass through customs and are being returned to the UK. We apologise for any inconvenience this may cause. If you have any further questions about our international deliveries, please contact our customer service team [email protected]

Delivery times will vary dependent on the delivery method chosen, you can find estimated delivery times here. If you think your parcel has become lost, please check with your local post office before contacting us as it may be waiting for you there. Otherwise you can contact us at [email protected] .

The majority of our orders are sent tracked and you will receive a tracking number in your despatch email. Please note, for some overseas orders we are unable to track the order to the final destination.

Yes, international orders will be sent from the UK (regardless of the currency the order was purchased in) using a tracked service.

All our orders are delivered Delivery Duty Unpaid. Therefore, you are responsible for paying any import tax or duties, which will be incurred when the parcel reaches its destination country.

Unfortunately, we have no control over these charges, and cannot tell you what the cost will be, as customs policies and import duties vary widely from country to country. We recommend you contact your local customs office for more information prior to placing your order.

Details about all our delivery costs can be found here.

If anything you receive from us is damaged or faulty when it is delivered, please notify us at [email protected] with photos of the issue and of your parcel with a clear view of the shipping label within 30 days of receiving the parcel.

We have currently stopped all shipments to Russia as our parcels are not able to pass through customs and are being returned to the UK. We apologise for any inconvenience this may cause. If you have any further questions about our international deliveries, please contact our customer service team [email protected]

Yes. Please note that all deliveries arriving in the EU may be subject to import duties and taxes.

Yes. Please note deliveries to Canada may be charged tax and duty on import. Standard delivery is through Aramex and the courier service is with DHL.

Please look out for communication from these carriers for information about the arrival of your parcel.

We want you to be completely happy with your purchase. If however you would like to return an item ordered online, please do so within 30 days. Please fill out the return section of the dispatch note to ensure quick processing of your return. Items must be in original condition and returned with the original sales receipt. Customers are responsible for all returns costs and we are only able to refund the initial delivery charge if the items were damaged or faulty when delivered. Please note, refunds can only be made to the original card used to make the order, and can take up to 10 days to process once they are received in the warehouse. If it is not possible to refund to the same card, then we will raise a gift voucher for the correct value. To arrange a return, fill in our form here.

If anything you receive from us is damaged or faulty when it is delivered, please notify us at [email protected] with photos of the issue and of your parcel with a clear view of the shipping label within 30 days of receiving the parcel.

You can reset your password here. 

• Click on ‘Forgot password’
• Enter your email address you’ve registered an account with.
• You will receive an email with a reset password link. It may take a couple of minutes to receive the email. Please check your junk/spam folders as sometimes emails may have been sent there by mistake. 
• If you request another password reset link while waiting for the first email, the link in the first email becomes invalid.
• Click on the link to set your new password up.

Please log into your account and navigate to your Account > Details > Close Account.
Your account will be disabled and you will be removed from all marketing communications.

If you have an app subscription, your app account will also be disabled.

You can enter the gift card code within the checkout process for product and event purchases.
Please note that retail gift cards are only accepted in our Online Shop. They are not accepted in any other stores.

Gift cards are valid for one year from the date of purchase. The expiry date can be found your gift card email next to the gift card number. Please note that we will not be able to extend the date of your gift card, and we urge you to use your gift card by the expiry date specified.

Please keep your gift card code safe as we cannot guarantee you will be able to redeem your gift card without it. The gift card code can be found your gift card email next to the expiry date. If you can provide us with the name of the person who bought the gift card for you, we may be able to trace it through our computer systems without the gift card code but we cannot guarantee this. Please email us at [email protected] with any such requests.

You can check your Retail Gift Card balance here. Alternatively, once you have added your chosen item(s) to your shopping basket online, you will be invited to enter your gift card code – once you click ‘apply’, the website will automatically generate the balance left to pay.

You can check your Event Gift Card balance here.

If you are having any issues, please email us at [email protected] quoting your gift card code and we should be able to help you with this.

To redeem your gift card, enter the code during checkout on our website.

Please ensure you’re placing your order in the same currency as shown on your gift card.

E.g. If you have a $100.00 Gift Card, you must place your order in USD. You can change your currency on the product listing page before adding items into your basket.

Retail gift cards can be redeemed against any of our books and products from The School of Life online store*.
*excludes therapy (except Bibliotherapy) and events. Valid for 12 months. Online only. Full terms & conditions can be found here.