FAQ

Angels Herald – Frequently Asked Questions (FAQ)

Your comfort, clarity, and confidence are our priority. Below you’ll find answers to the most common questions about your account, orders, delivery, payments, returns, and products.

My Account

How do I update my personal details?

You can easily update your information by logging into your Angels Herald account. Once signed in, you can change your name, contact details, password, and newsletter preferences.
If you would like your account permanently deleted, please contact us and we’ll handle this for you.

I forgot my password – what do I do?

Simply visit our Forgotten Password page and enter the email associated with your account. You’ll receive an email with a secure link to set a new password.

How do I update my card information?

For your security, Angels Herald does not store any card details. Payment information used at checkout is processed securely through our payment provider.
If you need to use a different card, please cancel your order (if eligible) and place a new one with updated payment details.

My Order

How long will my order take to arrive?

Delivery times vary depending on the items ordered.

• Dispatch: We aim to dispatch most in-stock items within 1/2 working day.

• UK Delivery: 2–5 working days once dispatched.
  Please allow up to 10 working days before contacting us in case of postal delays.

If an item is delayed or temporarily unavailable with our supplier, we’ll update your order status accordingly.

Where is my order?

Your dispatch method will appear in your order confirmation email.
All UK orders are shipped via Royal Mail & EVRI.

• Standard Delivery: Please allow up to 10 working days.

• Express Delivery: If not received within 3 working days, contact us so we can investigate.

How do I cancel my order?

Because we process orders quickly, cancellations may not always be possible.
You may cancel items that are out of stock or on pre-order if they haven’t been dispatched yet.

Why was my order cancelled?

An order may be cancelled if:

• The item has gone out of print or become unavailable

• A supplier has discontinued the product

• The order has been outstanding for over 12 months

If this occurs, we’ll notify you. You may place a new order if the item becomes available again.

What if I ordered through Amazon, eBay or another marketplace?

For marketplace orders (Amazon, eBay, etc.), please contact us directly through the specific platform so your message reaches the correct support team.

Delivery

When will my order be dispatched?

• In-stock items: Usually dispatched within 24 hours.

• Pre-orders: Dispatched around the official release date.

• Items awaiting restock: We will notify you as soon as they are dispatched.

You will receive a confirmation email once your order has been shipped.

Which courier do you use?

All UK orders are dispatched by Royal Mail & EVRI.
International orders, where applicable, are handled by local postal services or courier partners depending on the service selected.

When will my order be delivered?

• UK orders: 2–5 working days after dispatch

• International orders: 5–15 working days after dispatch
  Please allow:

• 10 working days (UK)

• 4 weeks (international)
  before contacting us about delays.

What is the ‘Get it Fast’ delivery service?

Our premium Royal Mail tracked service.

• Order before 2 PM

• Delivery within 1–2 working days (UK only)

• Tracking details provided by email once dispatched

Do you offer international delivery?

Angels Herald ships worldwide

Can I change my delivery address after ordering?

Delivery addresses cannot be changed once an order is placed.
If the order has not yet been dispatched, we may be able to cancel it so you can reorder with the correct address.

Can I collect my order?

No. Angels Herald operates exclusively online and does not offer collection from warehouse or office locations.

Payments, Pricing & Refunds

Are your prices inclusive of VAT?

Yes. Products that require VAT include it in their displayed prices.

Do you offer bulk purchase discounts?

Our website prices are already discounted. However, for large quantity orders, we may be able to offer an additional discount.
Please contact us with product details and quantities.

What payment methods do you accept?

We accept:

• Visa

• MasterCard

• Visa Debit

• PayPal

A UK billing address is required for PayPal payments.

When will I be charged?

• Card payments: Charged upon dispatch

• PayPal: Charged at the time of placing your order

What is 3D Secure?

3D Secure (Verified by Visa / MasterCard SecureCode) adds an extra layer of security to protect you against fraudulent card use.
It may ask you to enter a password or verification code set with your card issuer.

How do I receive a refund?

Refunds are issued to the original payment method.
We cannot issue cash or cheque refunds.
Refunds are processed within 14 days of receiving the returned item, but may take up to 30 days to appear on your statement.

Returns

I received a faulty or incorrect item – what do I do?

Please contact us before returning anything.
Provide:

• Your order number

• Photos of the fault or incorrect item

• ISBN/EAN if applicable

If we ask you to return the item, please do so within 14 days.

My item arrived damaged – what next?

We’re very sorry this happened.
Please contact us within 7 working days with photos of:

• The damaged item

• The packaging

• The delivery note

We will advise you on the next steps.

Why do you require photos of damaged/faulty items?

Photos allow us to resolve your issue quickly and ensure our stock is checked for similar defects.

Do you accept returns?

Yes — you may return items within 14 days for a refund or replacement, provided they are:

• In original condition

• In original packaging

• Returned with invoice/delivery note

All items must have seals or shrink-wrap intact unless faulty.

If returning due to damage or defect (and you contacted us beforehand), return postage will be refunded once proof of postage is provided.

How do I return an item?

Please include inside the parcel:

• Order number

• Email address

• Reason for return

Send returns to our designated address provided upon contacting us.

Products

What products do you sell?

Angels Herald offers a curated selection of:

• Books

• Children’s books

• Creative gifts

• Home décor

• Lamps & lighting

• Cushions & textiles

• Seasonal accessories

• Lifestyle items
  …and more, with new products added regularly.

The information on a product seems incorrect. Can this be updated?

Yes. Please notify us and we’ll correct it promptly.

Will the item match the image shown?

Images are provided as a guide. Some products may vary slightly due to publisher or supplier updates.
If you need absolute confirmation, please contact us before purchasing.

Can you send photos of the inside of a book?

Due to copyright restrictions and sealed packaging, we cannot provide internal images of our products.

How can I provide feedback?

We love hearing from our customers.
Please contact us directly with your comments or suggestions.