Frequently Asked Questions
ORDERS AND RETURNS
Is it safe to receive a package during Covid-19 Pandemic?
For guidance on Coronavirus, please refer to the World Health Organization website here >> https://www.who.int/news-room/q-a-detail/q-a-coronaviruses. The WHO states on this page, in response to the question whether it is safe to receive packages from (even) an area where Covid-19 has been reported, that “Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.”
Booknook Store will continue to update this information but customers must check the main WHO page for updated information and make informed choices.
How can contact with the riders be minimised when my order is delivered?
First of all, we have stopped ‘Cash on delivery’ for all destinations. So only online payments such as Momo are allowed during this covid crisis, to reduce exposure to cash, for both customer and rider. Also we encourage ‘Contactless’ exchange of packages as much as possible. Riders have been educated to place packages at the doorsteps of customers, stepping back and indicating for customers to pick up. Again, let’s reiterate that we encourage customers to pay online. Bear with us as we navigate this new world together.
How do I place an Order?
- Select product(s) to purchase.
- Add to cart.
- Either continue browsing and adding or cart or…
- Scroll up to see the cart.
- Click and proceed to checkout.
- Input your details and…
- Select payment method.
- At the base you can tick a box to keep your details in an account.
- Complete order and follow instructions in email received for payment
- You will receive email of order placed.
How Can I Cancel Or Change My Order?
Once you elect to have an account created after placing an order, you can log in and cancel or change your order before order is dispatched. Once order is dispatched, order cannot be cancelled or changed. You can reach out via firstname.lastname@example.org in case of any challenges.
Do I need an account to place an order?
No you do not need an account to place an order. An account is created as part of your first checkout process. It is a one-time setup that you don’t need to do the next time you place an order.
How Do I Track My Order?
Presently, tracking is only available for international shipments with DHL. Once order is dispatched via DHL to international destinations, notifications including tracking numbers are automatically generated and send to the customer. For deliveries within Ghana, reach out to us via email@example.com for support in case of any delays.
Do you have a physical store?
No, we are only an online store and do not operate a physical store. We only do deliveries at this stage and do not yet have pickup arrangements.
What Payment Methods Are Accepted?
We accept Cash on delivery (only for deliveries in Accra & Tema – temporarily deactivated during Covid-19 pandemic so as to protect riders from exposure with respect to cash), Mobile money transfer, World Remit/Wave, Paypal and Bank transfers.
Is it safe to buy on Booknook.store?
Buying on Booknook.store is safe and secure. All information provided in terms of making orders and payments is encrypted and protected through SSL (Secured Secured Socket Layer).
What is your Mobile Money Number?
Our Momo number is same as our main contact number at the bottom of our website. Account name is Booknook Store. If you are on MTN, you can also use Momo Pay (for reduced charges). Booknook Store Momo Pay ID is 283699.
For all Momo transfers, please use Name or Order No as Reference.
Do you receive payment via Visa & Mastercard?
Yes, this works with the cedi.io option at checkout. However, we have some restrictions from our Bank of Ghana, for online users of credit card to use a local number for verification, which is a challenge for most customers paying from abroad, so you may experience some issues with card payments. Alternative payment can be made via World Remit, Wave or Paypal.
What Shipping Methods Are Available?
We have three levels of shipping and associated methods. For Accra/Tema deliveries, we use our local delivery partner Veritas/Speedaf. For deliveries outside the capital and across Ghana, we partner with EMS/Ghana Post. For international deliveries, we use DHL Express.
Do You Ship Internationally?
Yes, we ship internationally through our delivery partner DHL Express. You can estimate shipping costs by adding to cart, proceeding to checkout and entering delivery address (country, city etc). The shipping costs are calculated based on quantity of books, weight of books and destination.
How Long Will It Take To Get My Package?
Booknook is committed to fulfil all customer orders in the shortest possible time. We generally estimate that most orders will be delivered within 3-5 days if outside Accra/Tema (via EMS of Ghana Post) and 3-7 days for most international destinations, via DHL Global Delivery. We deliver within 24 hours in Accra/Tema if items are in stock and 2-3 days if products need to be ordered from publishers/suppliers.
PS: With Covid-19 situation and commercial flights grounded at the moment, some of the delivery timelines (especially for international deliveries) will increase slightly. Do bear with us.
What are your shipping days?
Our business days are Mondays to Saturdays, excluding Sundays and Public Holidays. We ship on all business days except for Saturdays, when we only ship/dispatch within Accra/Tema. Our delivery partners EMS and DHL (for cross-country Ghana and international destinations) do not pick up on Saturdays and public holidays.
How do I get my book(s) listed on Booknook.store?
Booknook.store is on a mission to get as many African books online for the global market. We will very much love to retail your books and take them to our clients across the world!
If you are a publisher/author/supplier, just contact BookNook via firstname.lastname@example.org or on phone via +233 24 5275 981 (WhatsApp/Telegram/Voice), we will send you our terms and conditions, and take it from there.
How long does it take to get listed?
Once we have agreed terms and we have meta data information for book(s), we typically send a template to be filled and returned with front and back cover images of book(s), we list titles within 24 hours and then customers can place orders!