Shelf Improvement: FAQs

Questions

1. What is Shelf Improvement?
   
2. How does Shelf Improvement work?
   
3. How much does it cost?
   
4. What do I get?
   
5. Will my books be personalised/can I choose them myself?
   
6. What happens if I don’t like one of the books I receive, or have already read it?
   
7. Can I pay monthly?
   
8. Can I choose when my subscription starts?
   
9. Can I order online?
   
10. Is there an additional charge for postage?
    
11. Can you send books outside the UK?
    
12. When will you send my books?
    
13. What happens if I don’t receive my books?
    
14. Can I change the delivery address for my subscription?
    
15. Can I cancel my subscription?
    
16. What if I want to cancel partway through my subscription?
    
17. I was bought a subscription as a gift and it’s not for me. Can I get a refund?
    
18. Can I buy a subscription as a gift?
    
19. Can I purchase a gift card or print off a gift voucher as part of my subscription, to give to the person I’ve bought for?
    
20. Can the books be gift-wrapped?
    
21. How will you use the data I supply?
    
22. I have a query. How do I get in touch?
    

Answers

1. What is Shelf Improvement?
   Shelf Improvement is a books subscription service from the Guardian. Subscribers will receive a book a month, choosing from a range of packages tailored by taste and budget. The books we send will draw on the in-house expertise and interests of the Guardian and Observer’s writers and editors. We hope Shelf Improvement will provide a fun and exciting means of keeping up with hot new books and broadening your literary tastes, as well we being the perfect gift for friends, family or yourself!
2. How does Shelf Improvement work?
   All you need to do is choose the package you want, give our Shelf Improvement Order Hotline a call on 0330 333 6868, then sit back and wait for your first book to arrive. You can choose between fiction, non-fiction and mixed packages, lasting either 6 or 12 months, and in hardback or paperback formats. The price you pay is dependent on the format and duration of the package you choose.
3. How much does it cost?
   We split our prices by format and genre. Fiction, non-fiction or a mixture? All are available at the same great prices. Postage and packaging is included to addresses in the UK.
   
   Paperback - £60 (6 months) | £120 (12 months)
   
   Hardback - £115 (6 months) | £230 (12 months)
   
4. What do I get?
   A book a month, sent directly to you in lovely Shelf Improvement packaging. Each book we send is carefully selected by us and will have published very recently.
5. Will my books be personalised/can I choose them myself?
   No, The Shelf Improvement team will choose your book each month, in conjunction with tips and recommendations from Guardian and Observer writers and editors.
6. What happens if I don’t like one of the books I receive, or have already read it?
   We hope you will love all of the books you receive and we will always send out recent releases to reduce the likelihood of you already having read one of our choices. However, we recognise that we’re not perfect and that you might receive something you’ve read before or feel is of no interest to you. To help with this, we offer one ‘no quibble’ return per subscription. Simply email us at shelfimprovement@theguardian.com or call us on 0330 333 6868 within seven days of receiving your book to arrange an alternative sent out.
7. Can I pay monthly?
   No. Your initial payment covers the complete cost of your package for the duration of your subscription.
8. Can I choose when my subscription starts?
   Of course. By default subscriptions start the calendar month after an order is placed. However, if you wish to delay the start of your subscription for any reason (such as a birthday or other special event) just let the team know when you speak to them.
9. Can I order online?
   Unfortunately not. At present, Shelf Improvement is only available for phone orders.
10. Is there an additional charge for postage?
    We offer free Royal Mail second-class postage for all deliveries to UK addresses.
11. Can you send books outside the UK?
    Unfortunately not. At present we’re only able to deliver to UK addresses.
12. When will you send my books?
    We endeavour to send out each month’s books so they reach their readers by the 15th of that month.
13. What happens if I don’t receive my books or they arrive damaged?
    If you haven’t received your book by the 15th day of the month or if it arrives damaged, please contact us on shelfimprovement@theguardian.com or 0330 333 6868 and we will arrange for a replacement to be sent ASAP.
14. Can I change the delivery address for my subscription?
    Yes. Just contact us on shelfimprovement@theguardian.com or 0330 333 6868 and we can update the details on your subscription to reflect your new address.
15. Can I cancel my subscription?
    You have a legal right to cancel your subscription within 14 days after receipt of your first book. See our Terms and Conditions for details regarding the conditions and procedures for exercising this cancellation right.
16. What if I want to cancel partway through my subscription?
    As with most subscription services, cancellation partway through is not generally allowed. However, should you wish to cancel then please contact us and we will make an assessment based on your individual circumstances. Where a refund is offered this will be calculated on a pro-rata basis according to how long your subscription has left to run.
17. I was bought a subscription as a gift and it’s not for me. Can I get a refund?
    If the subscription purchased for you isn’t to your taste, then we will happily swap you onto a package that suits you better (for example, from a fiction subscription to a non-fiction subscription). However, please note that if you are changing format or duration, we would ask that you cover any difference in price. If you would like to cancel altogether and receive a refund, then you will need to speak to the person who bought the subscription, as we are only able to issue refunds onto the credit or debit card used for purchase.
18. Can I buy a subscription as a gift?Absolutely. When you buy your subscription you will be given the opportunity to specify if you’re buying it for someone else, and provide us with their name and delivery details.
19. Will I receive a gift card or gift voucher to give to the person I’ve bought for?We will you a complementary gift card, which also explains Shelf Improvement, for you to pass on to the recipient at the appropriate time. To help avoid last-minute present-buying panic, we will also email you a gift certificate, which you can print off and give to the recipient to tell them what you’ve bought.
20. Can the books be gift-wrapped?
    All Shelf Improvement parcels will be delivered in our lovely Shelf Improvement packaging so you know what to look out for each month.
21. How will you use the data I supply?
    Please see our Privacy Policy for information on how we use your data. Where you are buying a Shelf Improvement subscription as a gift, please be assured that we will not use the data you supply about the recipient for any purpose other than to fulfil their subscription without first seeking their consent.
22. I have a query. How do I get in touch?
    Simply email us at shelfimprovement@theguardian.com or call us on 0330 333 6868 (phone lines open 8am to 5:30pm, Monday to Friday and 8:30am to 12:30pm on weekends and most bank holidays).