Terms and conditions

Purchasing and refunds from the Poetry Bookshop website

Please be aware that the refund terms and conditions below apply to orders placed through the website only. For items bought instore please contact our shop directly for more information.

Order Cancellation

A customer may cancel an order between placing the order and up to 14 days after receipt of the goods. If the cancellation happens after the goods have been despatched, then a refund will be made within 14 days of receipt of the goods back at Poetry Bookshop. The cost of returning the goods to The Poetry Bookshop will be the responsibility of the customer. Please advise us of your intention to cancel. Our email address is sales@poetrybookshop.co.uk 

Returning items

The Poetry Bookshop unconditionally guarantees items purchased through this site. If you are not completely satisfied with your purchase, you may return it to us in its original condition within 14 days of receiving your delivery for a refund, without needing a specific cause, although the buyer is responsible for the cost of returning the goods. 

However if the return is due to an error that we or our service providers have made, or a damaged/faulty item, we will gladly refund both any original delivery charge and the cost of return postage.

Specific reasons for returning goods:

DAMAGE – If the item is damaged upon receipt or collection please advise The Poetry Bookshop Customer Services within 24 hrs of receipt. The time limit for return is still 14 days for your convenience.

LATE DELIVERY – In the event of dispatched items being delayed or lost in the post we will offer to replace or refund:
15 days after despatch if the item was sent UK 2nd Class
10 days after despatch if the item was sent UK 1st class
21 days after despatch if the item was sent Western Europe Airmail
21 days after despatch if the item was sent USA/Canada Airmail
35 days after despatch if the item was sent Rest of the World Airmail

Courier services will only be refunded or replaced if the tracking details show that the goods have not been signed for at the correct address. If the goods are delayed through customs or issues with the receiver of the goods, The Poetry Bookshop will not refund or replace. Should delays occur in the delivery that are caused by the courier a discretionary refund to reflect the level of service may be provided.

Returns Procedure

All returns should be securely wrapped and sent, with the original packing slip and reason for the return, to the following address:

Web Orders Returns
The Poetry Bookshop
The Pavement, Lion Street

Hay-on-Wye, HR3 5BU

United Kingdom

Please contact us before returning your book so that we know to expect your return.

Items can also be returned to The Poetry Bookshop shop. Please contact us for more information or visit our website to find opening hours (insert Link here)

Order Progress

If your books have not arrived within the quoted delivery time you can inquire into the status of your order by e-mail to sales@poetrybookshop.co.uk  or by telephone to +44 (0)1497 821 812.

When we ship books for delivery outside the United Kingdom, the recipient is liable for any local taxes or import duties that may be payable. The Poetry Bookshop can take no responsibility for this and if the goods are returned due to unpaid tax the costs will not be refunded as the sale has been completed. The goods can be re-despatched with a further charge for dispatch at the customer’s request.

Security of Credit Card Payment Options

This site uses encryption and secure (SSL) servers to help ensure the privacy of any information that you provide. However, the security of information and payments transmitted via the Internet cannot be guaranteed. Any losses incurred or sustained by users who transmit information by means of e-mail or other internet link shall be borne solely and exclusively by such user and in no event shall any such losses in whole or part by borne by The Poetry Bookshop.


The Poetry Bookshop recognises the concern of our customers regarding privacy of information. All information you give to The Poetry Bookshop is stored securely and is not accessible to other users. Rest assured that any information you give to The Poetry Bookshop will not be distributed to any other company or its affiliated partners, unless you give us your express consent.

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 2018).

We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service.

We will not e-mail you or pass your information to another trader unless you have given us your consent. In order to process your payment, we may, however, provide financial information to our account processors (including Banks and such organisations). In addition, you may notify us if you do not wish to receive any further marketing information from us. 

We will not collect sensitive information about you without your explicit consent.

We will endeavour to ensure the information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies, we will delete or correct it promptly.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about privacy, you should email us sales@poetrybookshop.co.uk 

We do not knowingly collect for company use any personal information of children under 16 without the consent of their parent or carer.

Gift Vouchers Terms and Conditions

The Poetry Bookshop Gift Vouchers can be used as full or part payment for merchandise sold in The Poetry Bookshop or the The Poetry Bookshop website poetrybookshop.co.uk 

No change or refunds in cash will be given where the sales transaction is for an amount less than the balance on the voucher, but the balance may be retained on the voucher and applied to future purchases.

The voucher may be used for payment of goods of a higher price than the balance on the voucher on payment of the difference. Where goods are subsequently exchanged for items of lesser value, the difference will be added to the balance of the voucher. 

The minimum amount required to activate or top-up a voucher is £1.

If the voucher is not used for a period of 24 consecutive months the voucher will automatically expire and any remaining balance will be deducted. To check your balance either ask in-store or call us on+44 (0) 1497 821812

The Poetry Bookshop cannot be held liable for lost, stolen or damaged vouchers or any credit amounts on such vouchers.

The Poetry Bookshop reserves the right to add to or amend these terms and conditions.

Promotional codes and discounts

The Poetry Bookshop may occasionally provide customers with codes that can be entered during checkout or are built into external links that are used to obtain further discounts on our website. The following terms apply.

Discounts are only available on poetrybookshop.co.uk unless specifically stated to include in store.

As standard some items are excluded from all promotional discounts. This includes but is not restricted to all The Poetry Bookshop Gift Vouchers and goods where the cost of purchase by The Poetry Bookshop is less than the final advertised online price. In most cases this is because the prices are set by third parties not The Poetry Bookshop.

The Poetry Bookshop can change the items available for or excluded from discounts at any time and without warning.

Some codes will have a list of available items and all other items will be excluded. Where possible we will try to make it clear which products are available but if there is any doubt please contact us.

Discounts may be time limited. If a discount code is not used within the allotted time The Poetry Bookshop will not provide a replacement code. Discount codes can only be used at time of purchase and not retrospectively.

Discount codes cannot be used with any other voucher, coupon or offer. 

Discount codes are exclusive of online postage and packaging charges.

ALL discounts are only completed at the point of sale not at order. 

An individual promotional code may have specific terms and conditions which apply to it. and will be provided to the user when the code is provided.

Validity & Legalities

The Poetry Bookshop reserves the right to amend and/or extend these terms and conditions from time to time. The terms and conditions stipulated above are those currently applicable.

The Poetry Bookshop
The Pavement, Lion Street, 

Hay-on-Wye, HR3 5BU

United Kingdom

Phone: +44 (0)1497 821 812
Email: sales@poetrybookshop.co.uk 

Copyright Notice

All design, text, graphics and the selection or arrangement thereof are the copyright of The Poetry Bookshop, or of other copyright owners. Permission is granted to electronically copy and print in hard copy portions of this site for the sole purpose of placing an order with The Poetry Bookshop or using this site as a shopping resource. Any other use of materials on this site (including reproduction for purposes other than those noted above and modification, distribution, or republication) without the prior written permission of The Poetry Bookshop is strictly prohibited.


All trademarks, product names and company names or logos used in this site are the property of their respective owners. No permission is given by The Poetry Bookshop in respect of the use of its or any such other trademarks, product names, titles or logos and such use may constitute an infringement of the holder’s rights.

Events Terms and Conditions

The Poetry Bookshop believes that events are an important part of the bookshop experience, and we commit to supporting authors and publishers with a regular programme of events, launches and book signings on our premises.

Agreement to host an event, made in writing between The Poetry Bookshop and a third party organiser and stating a mutually-agreed time and date, is considered a binding contract, subject to the following terms and conditions.

  1. It is the author/publisher/organiser’s responsibility to disclose in full to The Poetry Bookshop all details relevant to the event, and to make The Poetry Bookshop aware of any legal action taken, or threatened, against any author, publisher or publication related to the event, before an agreement to host the event is made. Failure to do so will be considered a breach of contract, and The Poetry Bookshop reserves the right to reschedule or cancel an event without prior notice until such a time as any associated legal situations have been resolved to its satisfaction.
  2. The Poetry Bookshop reserves the right to reschedule or cancel an event on any of its premises, or any external venues, at any time due to a lack of reservations or any other unforeseen circumstances, at its sole discretion. Reasonable notice will be given where possible except in the most extreme cases, e.g. acts of god, author illness etc.
  3. The Poetry Bookshop reserves the right to cancel an event with no prior notice should it believe that holding said event on its premises, or in an external venue, will adversely affect The Poetry Bookshop’ reputation, or the health, safety and wellbeing of its employees and customers.
  4. The Poetry Bookshop will reimburse in full any tickets purchased via the The Poetry Bookshop website or in store, but will not be liable for any costs, losses or expenses, or other effects, such as any impact on professional or personal reputation, incurred on the part of the author, publisher and/or organiser, or for any potential loss of earnings as a result of the rescheduling or cancellation.
  5. The Poetry Bookshop reserves the right to remove from its premises before, during or after an event, any individual or group of individuals who we believe pose a threat to The Poetry Bookshop’ reputation, or the health, safety and wellbeing of its employees or customers.
  6. The Poetry Bookshop reserves the right to record its events and to use the resulting audio, video, images and quotations for its own purposes.
  7. Most The Poetry Bookshop events are intended for adults, but children under the age of 14 are welcome at their parents’ or guardians’ discretion, and must be accompanied by an adult at all times. The Poetry Bookshop does not accept any responsibility for material unsuitable for a younger audience at such events.