FAQs

Here are some Frequently Asked Questions that may help to resolve your query.  

However, if these does not answer your question, then please get in touch on our contact page and we will get back to you as fast as we can and within 24 hours.

SEARCH AND AVAILABILITY

If we don’t currently stock the book you are looking for then we can order it in for you.  Go to Request a Book and fill in the details of the book you want. We will get back to you within 24 hours to confirm availability and price.

Available on backorder means that the book will be sent to you directly from the publisher/supplier in the UK and is therefore not packaged by us. Backorders usually take 3-5 working days to arrive and are delivered by DHL courier (untracked).

ORDERING

If you wish to amend or cancel your order, please contact us immediately.  

We take pride in processing orders as quickly as possible.  If you contact us before we have processed and shipped order we will still be able to make the changes you require.

If your order has already been shipped then we will be unable to amend your order.  However please see the section below with regard to exchanges and returns.

SHIPPING

When you purchase a book on backorder from our store it is packaged and shipped directly to you from the publisher/supplier. We do this in order to get it to you quickly and efficiently. Backorders are shipped via DHL courier and take approximately 3-5 working days to arrive.

Orders that are shipped in this way are not tracked by MadRead. If you do not receive your order within the expected timeframe you should contact us so that we can speak to the publisher/supplier to confirm when your order will arrive.

There are three shipping options to choose from for books that we hold in stock:

FREE Shipping:  Orders are shipped via the Spanish Correos postal service.  Shipments are expected to arrive within 3-5 working days but are not tracked. There may be times when the Correos service is experiencing delays and your order may take a little longer to arrive.

Premium Shipping: If you would like your shipment to be tracked, we offer our Premium service.  Our Premium Shipping option is arranged via Packlink and Correos Paq Premium.  This shipping service offers tracking and delivery within 72 hours.  When your order has been processed you will receive a confirmation email from Packlink with a tracking reference number and a link for you to follow the progress of your order online, along with an estimated delivery date.

Express Shipping: If you require your order urgently, we offer a next day delivery service.  Your order must be placed by midday in order to arrive the following day. Our Express Shipping option is arranged via Packlink and Correos Premium Paq. This shipping service offers tracking and delivery within 24 hours. When your order has been processed you will receive a confirmation email from Packlink with a tracking reference number and a link for you to follow the progress of your order online, along with an estimated delivery date.

See our full Shipping Policy here.

For books held in stock, our Premium Shipping costs €2.99 for orders with a total weight up to 1kg and €3.99 for orders over 1kg. 

For books held in stock, our Express Shipping costs €3.99 for orders with a total weight up to 1kg and €4.99 for orders over 1kg. 

Free Shipping Orders are are expected to arrive within 3-5 working days but are not tracked. There may be times when the Correos service is experiencing delays and your order may take a little longer to arrive. If you are experiencing a delay receiving your order, you should first check to see whether you have received a notice through your letterbox from the Correos to say that they attempted to deliver your package whilst you were not at the shipping address provided and that your package is being held at your local Correos office for you to collect. If you still have not received your order within 7 working days, you should contact us.

If you paid for Premium or Express shipping you should have received an email from Packlink with a tracking reference number and link to the courier website where you can track your order. If you have any questions, please contact us.

RETURNS

We will only accept returns for products that have been damaged in shipment.

Be sure to inspect your product once you receive it. If you receive your product and it has been damaged during shipment, please contact us within 7 days.

To process your return, we require a receipt or proof of purchase. Please include a description of the damages.  We also ask you to send a picture of the damaged product to madreadonline@gmail.com. This information is extremely helpful to us in making sure that our products are packaged and shipped properly. 

We will either refund your purchase or send a replacement to you, depending on what you prefer. We will also refund the shipping cost you incur for returning the damaged product to us.

If your product was in the sale then it may not be possible to replace it. In this instance we will offer an exchange for another product of the same value.

Gift cards and downloadable software products are exempt from being returned.

If you wish to exchange a purchase for another product, please, contact us within 14 days of your order arriving.

Please state why you would like to exchange the product you have received and confirm which product you would like to exchange it for.

To process your exchange, we require a receipt or proof of purchase. If an additional payment is required because the price of the item you would like to exchange it for is higher than the price of the item you have already received then we will ask you to pay the additional amount before we ship the product to you.

You will be responsible for the cost for returning the original product to us.

Products on sale are exempt from being exchanged.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return. If you have requested a refund, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment.

If you haven’t received a refund within 3 days of our confirmation that it has been processed, you should contact your bank or credit card company as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us.

REVIEWS

To write a book review, log in to your account on our website, then find and select the book you have read. Below the book cover you will find a grey box. Select the “Reviews” tab and enter your book review then click on “Submit”. Your book review will appear once it has been reviewed by us to ensure it does not include unsuitable material.

We are delighted that you have had a good customer experience and it would help us to grow the business by telling everyone about it. Please either go to our Facebook page and leave a review or send us a testimonial on our Contact page and we will post it on our website.

We take great pride in our customer service and will do all that we can to fix any issues you have experienced.

If you have already contacted us about the problem, be sure that we are already working on it. If not, please do contact us.

We always aim to respond within 24 hours to let you know what we plan to do to make it right.

If you don’t tell us, we cannot fix it. So no matter how big or small the problem, please do get in touch here.