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  • Frequently Asked Questions

    Please find answers to the most frequently asked questions below:

    ◇ Book Availability and Price
    How do I know if a book is available?
    The availability status says ‘In stock at the Fulfillment Centre’, where can I buy the book?
    I need an available book urgently. Can I buy it directly at your Fulfillment Centre?
    Is BookWeb Price the price of the book selling in your stores?
    Can I purchase the book at BookWeb Price from your stores?
    ◇ Order and Payment
    How can I check the status of my order?
    Can I amend my BookWeb order?
    Why is my order cancelled?
    How will I be refunded for my cancelled item(s)/order?
    I had paid when I placed the order, but received another transaction notification. Am I being double charged?
    ◇ Delivery
    When will I receive my order?
    Can I get the available books first?
    Can I collect my order from your stores?
    ◇ Kinokuniya Membership Privileges on BookWeb
    Why is my membership discount not showing?
    I cannot enter my membership details as your system says the card is invalid?
    My order was made without discount, how will my discount be refunded?

    Please refer to our HELP page for more information if your question is not listed above.