Frequently Asked Questions

We hope the following questions and answers provide you with everything you need to know about your Book Aid International shop order.

If they don’t and you need further help then please call us on 020 77 333577 or email us at

Which payments do you accept?

We accept all credit cards issued by Mastercard and Visa as well as the following debits cards: Mastercard, Visa Debit, Visa Delta. We also accept PayPal.

Is ordering from your online shop safe and secure?

Yes, this site uses PayPal and Stripe. PayPal protects your financial information with industry-leading security and fraud prevention systems.

Can I change or cancel my order after it has been submitted?

If you are not happy with your item for any other reason and would like your money back or to exchange an item, you also have a right to cancel your order (subject to some exceptions). For our returns policy see full information here.

If you have made an error in your order and would like to change it, please give us a call and we will do our best to change the order before it is dispatched.

What are your delivery charges for online shop items and cards?

Please see our delivery costs breakdown here.

How long will it take for my order to arrive?

Most orders arrive within five to seven working days. If you need your order sooner or have been waiting for more than seven working days, please call us on 020 77 33 3577.

Can I track my order?

No, as we send our items via second class post.

Can orders be delivered outside of the UK?

We only ship Reverse Book Tokens internationally – all other products are not delivered outside of the UK.

I haven’t received my order – can you help?

If you think your order may have been lost in the post, call us on 020 77 33 3577 or email us at providing your full name and address and if possible, the gifts ordered and details of when payment was taken from your account.

What should I do if some of my order is missing or wrong?

If the goods haven’t arrived even though we’ve emailed you telling you they’ve been sent, contact your local postal delivery office to see if they are holding your goods for you. Please do this after five days but before two weeks have elapsed. If the postal delivery office hasn’t been able to help you, please contact us on 020 77 33 3577 or email us at

How do I know if my order has gone through?

Once you’ve ordered your item online, a confirmation page will appear, detailing your order number. You should also receive an email confirmation within an hour of placing your order (as long as you entered your email address correctly), which will detail your order.

If you haven’t received a confirmation email, it may have gone into your spam folder in your inbox, so try checking there. If you can’t find it, please call us on 020 77 33 3577 or email us at

How do I know if my order is on its way?

We will send you an email when we have dispatched your items.

What should I do if I have problems placing my order?

Call us on 020 77 33 3577 and we will be able to help you. If you don’t want to place an order online, you can place the order over the phone instead.

Can I order multiple items at the same time?

Yes! You can increase the number of items when you view your basket. You can either send your items to your billing address or choose to send them to a different address.

When am I charged for my order?

All transactions are debited at the time you submit your order on the online shop.

Do you share my personal information?

Your personal information isn’t supplied to third parties except when it is required by law. We do not allow third parties access to our customer list.

What is Gift Aid?

The Gift Aid scheme is a government initiative which enables Book Aid International to reclaim the basic rate tax that has already been paid on donations received. This increases the value of your donations by 25%. To sign up to Gift Aid, you must pay Income or Capital Gains tax. And you must have paid enough tax in the tax year in question to cover the amount which Book Aid International will reclaim.

Can I Gift Aid all my gifts?

If you top up your order with a donation, that will be eligible for Gift Aid. Christmas cards, tote bags, prints and any other products are considered as purchases and not a donation so are not eligible for Gift Aid. Reverse Book Tokens are a donation on behalf of somebody else, so this item is eligible for Gift Aid. However, you can still sign up to Gift Aid whatever you buy, so if you make further donations or buy Reverse Book Tokens in the future – we’ll be able to reclaim the tax back on these.

What is a Reverse Book Token and how does it work?

A Reverse Book Token is a donation on behalf of someone else. It is the perfect gift for a book lover who doesn’t want any more material items in their life. You purchase a Reverse Book Token and we will send you a beautiful A6 folded card (with envelope) which is personalised with the number of books you have sent on the recipient’s behalf. You can then add your personal message in the space provided and send on.

As it costs us £2 to send each brand new book to someone who needs it most, you can purchase a Reverse Book Token in a multiple of £2. Therefore a £10 Reverse Book Token will say inside ‘This Reverse Book Token will send 5 books to people who desperately want to read.’ The donation amount is not listed but the number of books.

There is no maximum donation amount. If the amount you would like to purchase is not listed in the drop down options on the product page, please give us a call on 020 77 33 3577 and we will be able to help you.

The Reverse Book Token is the perfect gift for all occasions!

I don’t want to receive mailings from you, what do I need to do?

We’d love to keep you up to date with our work. However when you checkout you will have the option to opt out from hearing from us in the future. You will still receive administrative emails regarding your order.