Help Centre
FAQ
Find answers to the most frequently asked questions:
Availability & Price
How do I know if a book is available?
Available books will show as ‘In stock at the Fulfilment Centre’. Books indicating ‘Available for order from supplier’ or ‘Out of stock’ are not available in stores and availability needs to be checked with our suppliers for orders.
The availability status says ‘In stock at the Fulfilment Centre’, where can I buy the book?
You can check for book availability status at the Book Details page (just click on the book title to get there if you are at the Search result page). The Stock Information table (scroll down if you cannot see it) will display which store the book is available at, and the shelf location.
To confirm availability, please contact our stores directly as the book might be reserved, damaged, or misplaced.
To confirm availability, please contact our stores directly as the book might be reserved, damaged, or misplaced.
I need an available book urgently. Can I buy it directly at your Fulfilment Centre?
The Fulfilment Centre is an order processing centre for Webstore Orders. It does not hold any stocks and therefore does not handle walk-in purchases. If the book is shown as ‘In stock at the Fulfilment Centre’, you may refer to the Stock Information table on the Book Details page to check which of our stores the book is available at. Please contact our stores directly for assistance.
Is Online Price the price of the book selling in your stores?
No. Retail store price and Online prices may vary due to difference in suppliers and foreign exchange movements. To confirm retail store price of an available book, please contact our stores directly.
Can I purchase the book at Online prices from your stores?
No. Online Prices are applicable only for Webstore orders. Please place an order online to enjoy the Online Price.
Order and Payment
How can I check the status of my order?
You can check the status of your ordered books by accessing your order history in the "Your Page" menu after login to your Webstore account.
Can I amend my Webstore order?
We regret that amendments to a submitted order cannot be made. Please email us with your Order No. for assistance.
Why is my order cancelled?
Orders may be cancelled due to supplier out of stock, book out of print, or credit card transaction rejection. You would have received an email from us stating the reason for cancellation. Please email us with your Order No. if you have not received our email.
I had paid when I placed the order but received another transaction notification. Am I being double charged?
The first notification serves only as an authorization for the ordered transaction. The actual amount is charged to you only when your order is complete and ready to be dispatched. You can verify the final transaction amount from your credit card bill.
When will my account be charged?
You will be charged only when your order is completed and ready to be dispatched. If you received transaction notifications when you placed the order, please note that the first transaction is put under 'Pre-Authorization' in which a specific amount of the available balance is temporarily held on a credit or debit card until we perform a settlement. It is not a confirmed charge.
If the transaction is canceled for any reason, the on-hold amount will be released by the card issuing bank back to the cardholder account, which typically takes 7-30 days for credit card and depending on the bank’s policy for debit cards.
If more details are needed, please contact your card issuing bank.
If the transaction is canceled for any reason, the on-hold amount will be released by the card issuing bank back to the cardholder account, which typically takes 7-30 days for credit card and depending on the bank’s policy for debit cards.
If more details are needed, please contact your card issuing bank.
How will I be refunded for my cancelled item(s) / order?
For orders that were already dispatched the amount will go back to your account within 7 days but for the pre-authorized amount the issuing bank will release the hold amount back to your account within 7-30 days depending on the bank’s policy.
For further support you can contact us at 04 4340111 or email webstore.cs@ae.bookskinokuniya.com.
For further support you can contact us at 04 4340111 or email webstore.cs@ae.bookskinokuniya.com.
Delivery
How much is the delivery charge?
You can visit our HELP page [Dispatch & Delivery] for our detailed Delivery Information.
When will I receive my order?
Estimated processing time required is shown under Availability Status on the Book Details page, and in the Acknowledgement of Webstore Order email you will receive after placing an order.
If you have any other questions, please contact us below.
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