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FAQ

Here is a list of some of the most frequently asked questions regarding our website.


Q How do I return an item?

A. If you ship the item(s) back to us at your own expense, and it is not the result of lovebooks4kids.com error, you will be refunded your shipping costs at that time. To prevent having to pay for the return yourself, please contact us to receive a pre-paid label.

Return
Cybele FZE - PO. Box: 31291, RAKIA Executive Office 3rd Floor, Al Jazeera Al Hamra, Ras Al Khaimah, Dubai

Please include your invoice clearly stating the reason for return and whether you require a refund or exchange.

As soon as we receive your item back it will be processed for an exchange/refund as requested.

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Q Can I make changes to my order?

A. Unfortunately once an order has been placed we are unable to make any modifications in terms of the items that were ordered.

Depending on the stage of the delivery process in which your order is, it may be possible to cancel your order entirely. Please contact us via e-mail to custservices@lovebooks4kids.com quoting your order number and that you wish to cancel your order. Please be aware that we can only cancel an order if it has not yet been sent to our warehouse for picking.

Your order will be processed and you will receive an e-mail as soon as it has been dispatched. Upon delivery, if any items are unsuitable, please follow the return instructions on the invoice you receive with your order. Please see our Return Policy section for more information.

If you want us to change your delivery address please specify the new delivery address by going to My Account -> View/Edit address book and we will do everything we can to change it for you. However, we can only change the delivery address details for an order if it has not yet been picked ready for dispatch. Once the order has been registered with our courier and you have received your dispatch confirmation, the address cannot be changed.

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Q Why has an item been removed from my order?

A. Items will be removed from your order if we are unable to locate them during our picking process, usually because we no longer have that item in stock.

Our website is updated on a regular basis and all items advertised online are in stock at the time of an update. Unfortunately it may happen that we have small quantities of a particular item, orders placed between updates may exceed the amount of items we have available. In these cases the customers who placed their order first will have priority in terms of the allocation of these limited items.

You will not be charged for any items that have been cancelled and any authorizations for payment made at the time of placing the order will automatically be cleared by your bank. This process will take up to 5 days depending on your banks procedures, although orders placed from overseas this may take longer. Please contact your bank for more information.

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Q Why was my order cancelled?

A. While we try to do everything we can to avoid cancelling an entire order, there are a few reasons why this may happen. In most cases orders are cancelled because the billing address details provided by the customer do not match the details that the customer's bank has on record for them. Please make sure that that the billing address you provide at the time of the order is the address that the card is registered to. Once an order has been cancelled it cannot be reactivated. Please place a new order making sure all address details are correct.

For more specific information contact us to our toll-free number: 1-877-570-7428 quoting your order number.

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Q What happens if I receive a faulty item?

A. Please return the product to the following address:

Return
Cybele FZE - PO. Box: 31291, RAKIA Executive Office 3rd Floor, Al Jazeera Al Hamra, Ras Al Khaimah, Dubai

Please include whichever items you consider are faulty in their original packaging, as well as your invoice clearly stating the reason for return and whether you require a refund or exchange.

Upon receiving your item, it will be carefully examined and you will be contacted via e-mail to inform you if a refund or an exchange applies to your case. Once this is done we will process any refund due to you within 15 days after the merchandise has been returned.

For further information please visit our refunds and exchanges section.

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Q I have returned a product. Why haven't I received a refund?

A. Our refund procedure operates within a strict timetable from the time in which we receive an item. Once an item has been inspected and a refund has been approved we will email you with this confirmation, you should receive this email no later than seven days after receiving your item. If this is not the case please contact us via email to custservices@lovebooks4kids.com or to our toll free number 1-877-570-7428 quoting your order number and we will be able to find a fast solution for you.

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Q I have returned an item for exchange. Why haven't I been refunded?

A. The exchange of an item is subject to that item's availability, if the replacement of an item is unavailable we will proceed with a full refund for the complete amount that was paid for the item that you returned.

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Q Why wasn't my order delivered, but returned to you?

A. If this happens, usually it's because the courier attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was e-mailed to you in your dispatch confirmation e-mail. Orders returned back to us cannot be reactivated and are automatically refunded; in this case you may attempt placing another order.

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Q My order has been cancelled. Why does it appear on my account that I have been charged for it?

A. When a purchase is made on our site, your money is not instantly taken by us. What happens is that your bank will place an authorization in your account for the amount of the purchase. This will show as a pending charge on your statement.

As soon as we cancel an order we automatically send a request to your bank for them to release any pending authorization. The duration of this process varies depending on your bank's procedures; however it will usually take up to 5 days. For orders placed from overseas this may take longer. Please contact your bank for more information.

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Q What happens if I receive the wrong item(s)?

A. Please return the product(s) to the following address:

Return
Cybele FZE - PO. Box: 31291, RAKIA Executive Office 3rd Floor, Al Jazeera Al Hamra, Ras Al Khaimah, Dubai

Please include all items in their original packaging, as well as your invoice clearly stating the reason for return and whether you require a refund or exchange.

Please see our Return Policy section for more information.

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Q What do I do if items are missing from my order?

A. It may happen that your goods will be delivered on different dates, all this information can be found in your delivery note and dispatch e-mails, in this case you will not be charged with any additional costs.

Also it may happen that an item you requested is out of stock and we had to cancel it from your order. If this should happen you will be notified via e-mail and naturally you will not be charged for the item(s).

If neither of the two cases above apply and your delivery note indicates that an item should be in your parcel but isn't, please send us an e-mail to custservices@lovebooks4kids.com with every possible detail regarding your case.

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Q How do I cancel my order?

A. Depending on the stage of the delivery process in which your order is, it may be possible to cancel your order entirely. Please contact us via e-mail to custservices@lovebooks4kids.com quoting your order number and that you wish to cancel your order. Please be aware that we can only cancel an order if it has not yet been sent to our warehouse for picking.

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Q Why can't I log in to my account?

A. To be able to access your account you must go to our LOGIN page and sign in with your login and password. If your login and/or password is not being recognized, please make sure you are entering the same information you provided when you created your account. Also, when you created your account, an e-mail was automatically sent to the e-mail address provided with all your account information and you can refer to it to make sure you are entering the correct data.

If you forgot your password, simply click on "Forgot Password?" on the login page. Once this is done you will be asked for your login or your e-mail address and you will receive an e-mail with your account information.

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HELP

Still can't find what you are looking for? Perhaps our Help Topics can be of assistance – just click on the headers

Getting Started

Placing Orders

After sales

Technical issues

Contact us

Getting Started

How to Register

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To be able to buy from lovebooks4kids.com you will need to create an account with us. To do this all you have to do is click on "CREATE ACCOUNT" and provide the following information.

Login
Password
Full name
E-mail address
Phone number
Address

Once you register you will be able to keep track of your order history and update your personal information.

Password Problems


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To access your account safely you will be asked to provide a password that will be requested every time you sign in. When you create an account you are automatically sent an e-mail to the e-mail address provided with all your account information, including your login and password, we recommend you store this information safely in case you should ever encounter problems signing in to your account.

Also, if you have forgotten your password you can click on "Forgot password?" on the LOGIN page, when you do this you will be asked for your login or your e-mail address (this must be the same e-mail address that you created your account with). Once this is done you will be receiving an e-mail with your account information.

Remember that, once you are logged in, you can always modify your account information at My Account - > View/Edit contact information.

Buying Online


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To find the products you wish to buy you can browse through our categories or you can use the search option to find a specific item. Also you can find a selection of popular search words by selecting them from our Tag cloud. Once you have located the item you are looking for, you can click on it to view further product information or you could just click Add to cart, which will place the item on your shopping cart.

Security


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At lovebooks4kids.com we have strict measures to ensure that you personal information is kept absolutely safe and confidential. All details provided by our customers are protected with electronic safeguards and we also have reasonable procedures in place to protect against the loss, misuse, and alteration of the information under our control Credit card transactions are processed by a trusted third-party financial institution.

Further information can be found in our Privacy Policy section.

Placing Orders

Placing Your Order


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Once you have selected all the items you need and are ready to place your order, go to your shopping cart and click on the Checkout button. This will take you through a step-by-step guide to place your order.

First of all you must verify that your shipping address is correct. If the address that appears on your screen is incorrect, you can change it by clicking on Change address, where you will be able to provide the correct one. Then you have to select the shipping type that you prefer. Once this has been done you will be redirected to a confirmation screen with the information of the items you bought and the shipping method and address you chose. When you are sure that all information is correct, just click on "Place order!"

Payment Options


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At the moment we accept VISA and MASTERCARD debit and credit as methods of payment.



Once you have confirmed your order you will be directed to the next page where you will enter the card details. Make sure all the information you provide is accurate, then click on "Pay now" for your order to be processed.

All credit and debit card information provided is protected by strict security standards so you can be assured that you can safely enter your card details to pay for your order.

Taking Payment


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Please note that we will not take payment for any item until it has been dispatched. We will however take an authorization from your bank. This will show on your bank statement as a pending charge which keeps your payment on hold until we have dispatched your items.

If for any reason we are unable to fulfill your order we will immediately send a request for your bank to cancel the authorization. If the authorization still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Discounts


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You are able to apply discounts to your order by adding discount coupon codes in your shopping cart. Once added, the value of the discount will be shown against the relevant products. These codes are usually promotional offers sent to the customers who subscribe to our newsletter emails.

Order Confirmation


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Once you have placed your order, confirmed your address and chosen your shipping method you will be presented with an order confirmation screen detailing what you have bought, how much it cost and the delivery method and address that you chose. Once we have processed your order you will receive an e-mail with all the information regarding your order.

Product Stock Levels


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When you select a product to view its information, you can find in the list of details whether the item is in stock or not. On the item's information list it will usually say: "Out of stock". When you are buying several units of a particular product it is possible that the amount you require exceeds our stock limits, in this case the amount of units you selected on your shopping cart will automatically be updated with the amount of units that are available.

After Sales

Return and Exchanges


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The main goal in our company is that you are satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original packing slip within 30 days of your purchase, for a refund.

Further information can be found in our Return Policy section.

Faulty Products


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If an item is returned because it is defective it will be carefully examined and you will be contacted via e-mail to inform you if a refund or an exchange applies to your case. Please keep in mind that if, upon inspection, the merchandise shows evidence of alteration or misuse this could mean you are not entitled to a refund or exchange.

Further information can be found in our Return Policy section.

Refunds


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If a refund is payable to you it will be processed within 15 days after the merchandise has been returned. We will return the money in the same form of payment and the same amount excluding shipping and handling expenses (unless there was an error in the order from our side).

Further information can be found in our Return Policy section.

Technical Issues

Problems Signing In


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To access your account safely you will be asked to provide a password that will be requested every time you sign in. When you create an account you are automatically sent an e-mail to the e-mail address provided with all your account information, including your login and password, we recommend you store this information safely in case you should ever encounter problems signing in to your account. Also, if you have forgotten your password you can click on "Forgot password?" on the LOGIN page, when you do this you will be asked for your login or your e-mail address (this must be the same e-mail address that you created your account with). Once this is done you will be receiving an e-mail with your account information.

Remember that, once you are logged in, you can always modify your account information at My Account - > View/Edit contact information.

Other Issues


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If you are experiencing any other technical difficulties while using our site please email us at custservices@lovebooks4kids.com with as much information as possible, such as the product you were trying to access when the problem occurred or any error message that was displayed.

Contact Us

How can I contact you?


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If you have any questions regarding products, orders or any information on the site, please feel free to contact our customer service team at:

Email address: custservices@lovebooks4kids.com

Assistance telephone number: 1-877-570-7428.