FAQs
About Us
What is Heavenwar Publishing? Heavenwar Publishing is a printing imprint of fantasy author Ricky Smith.
Where is Heavenwar Publishing based? We are based in the United Kingdom.
Do you have a physical store? As we only sell signed editions and merchandise of a single author, unfortunately not.
Do you work with other authors? At present, no.
Shipping
Do all orders ship from the UK? Yes, as stock is stored and signed in a small living room near London!
What courier service do you use for shipping? We use Royal Mail for both domestic and international shipping.
Do you ship internationally? Yes! If you find that your country isn’t available to ship when checking out, please drop us an email at sales@heavenwarpublishing.co.uk as we can add it for you.
Why is international shipping so expensive? Unfortunately we are a very small seller and don't have the margins to offer low-cost/free shipping. We're restricted by the cost of Royal Mail, which is a courier that we trust.
How is shipping calculated? Shipping is calculated by weight.
Will I get a shipping confirmation once my order has shipped? Yes, you will receive an email letting you know your order has been dispatched.
Returns and Refunds
How do I return an order? Please get in touch with us at sales@heavenwarpublishing.co.uk and we will be happy to assist. If your order has not yet been dispatched then we should be able to get a refund processed for you before it leaves us. For returns, this differs on location and is something that our customer service team will be able to advise on further.
Help, my book arrived damaged. What can you do? We make every effort to check each individual book before we package and despatch orders as we know the frustration and disappointment in receiving unsatisfactory book-mail. We accept that mistakes and incidents can occur during this process. If you receive a wrong item or an item purchased incurs any damage in transit, we will replace the item with a new one where possible. Any claims must be submitted to us - with evidence - within 14 days of delivery.
We review each concern on an individual basis but the below are our general guidelines.
Does qualify:
- Damage over 1cm to outer book - tear, rip, cut, scratch, dents or excessively crushed spine/edges/corners etc.
- More than one ripped or bent page that affects the content of the book.
- Stains, discolouration, residue or marks etc. that cannot be removed.
- Wrongly signed/bookplate/unsigned items that arrive other than advertised.
- Production defects (such as missing pages etc.)
- Incorrectly folded dust jackets.
- Extreme blur to stencilled edges.
- Water damage
Does not qualify:
- Light scratches, marks or removable residue etc.
- Minimal creasing, wrinkles or dents etc. to the book or dust jacket (including corners).
- General shelf wear.
- Loose dust jackets.
- Unevenly sprayed/blemished edges or bleeding onto pages.
- Slight blur to stencilled edges.
- Wavy pages.