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Frequently Asked Questions

General Questions

When is the Big Bad Wolf Online Book Sale?

The Big Bad Wolf Online Book Sale will begin on 24th February 2021 at 12.00 AM and end on 7th March 2021 at 11:59 PM.

How do I contact you?

Please email us at [email protected]

I have forgotten my password, what should I do?

• At the Log in Page, click on the ‘Forgot Password’ link
• Enter your email address. An email will be sent to guide you how to reset your password.

When will my order arrive?

From the date of your purchase, delivery will take approximately 15 to 21 business days.
Note: Pre-fair delivery period is 15 to 21 business days, however, delay in deliveries may be experienced due to Covid-19 restrictions.

How much will delivery cost?

Reasonable delivery charges will automatically be computed at the checkout page before you complete your order. Charges are based on local delivery rates only. There are no additional taxes or customs charges.

Am I eligible for Free Shipping?

FREE SHIPPING is applicable with a minimum nett spend of USD 60 and above in a single order. It will be shown automatically on your checkout page.

Who would be responsible for customs clearance?

Big Bad Wolf Books (Cambodia) Co. Ltd. will manage the customs clearance procedure. In the event that there is any need for documents, we will contact you.

How can I track my order?

Once you have placed your order, you will receive the following email notifications confirming the status of your order.

1. Order Confirmation – Order Number Provided (Once Order is Captured and payment if confirmed)
2. Shipping Confirmation – Tracking Number Provided (Ready to be Shipped)

You may then click the ‘Track your order’ link at the bottom of the page on our website to check the status of your order.

How do I track my shipment?

We will email the tracking number that will allow you to check the status of your order by calling the courier company.
Contact Numbers: +855 77 807 980 / +855 67 807 980 / +855 98 807 980

What should I do if I have accidentally purchased duplicate items?

It is not possible to amend or cancel items. The Big Bad Wolf Online Book Sale is only of short duration, orders are processed and packed as quickly and efficiently as possible. Hence please be sure to check through your cart carefully before making payment.

What do I do if I have made a duplicate order by mistake?

Cancellation of an order is not possible once it has been processed. Please be sure to check your email (inbox/junk/spam) to ensure you have not missed an order invoice before you proceed to make a new order. Should you still be unsure, you may email us at [email protected].

What does the status “Pending” mean?

If the status of your order indicates as “Pending”, it means that payment was not made or captured. To verify if your order was successful, we would recommend to check your email (inbox/junk/spam) to see if you have received an invoice.

I have clicked on checkout but was unable to make payment. How do I retrieve my order and complete payment?

Log in to your account and click on “My Orders”. Once you see the order in question, click on “Reorder” on the far right. If you wish, you may add more items to your cart before you make payment. Please be sure to clear your cache and cookies before beginning this whole process.

I used my discount code when trying to checkout, but wasn’t able to complete payment. When I try to reorder, I’m unable to re-use my discount code. What do I do?

Please do email us at [email protected] with details below and we will be happy to assist you:
1) Your registered e-mail address with BBW Online.
2) The discount code that you have been trying to use.

How do I know if my purchase or payment was successful?

Log in to your account and click on “My Order” to check on the status of your order. Alternatively, you may check your email (inbox/junk/spam) to view your order invoice. In the event you have not received the invoice or are unable to check on the status of your order, please do not hesitate to email us at [email protected]

How do I search for a book?

We have a huge selection of books and other items spanning a wide variety of categories and genres. To make it easy for you to browse, you can navigate using one of two ways:

Search Field :
Enter a book title, author, keyword or ISBN into the Search field found at the top of our webpage and then press the 'search' button (magnifying glass icon).

Categories :
An extensive list of categories and sub-categories can be found at the top of the webpage, with drop-down menus. Just move your mouse pointer and click on the categories or sub-categories you want.

I can’t find the book that I want. Can I place a special order?

That isn’t possible as the Big Bad Wolf Online Book Sale does not take special orders at the moment.

I have selected my books and added them to my cart but I’m unable to checkout. Why is that?

The most likely reason is that there are books in your cart that are “Out of Stock”. You will need to remove the out of stock books and then proceed to “Checkout”.

I contacted your support team via email a few hours ago. Why haven’t I received a reply?

Please bear with us. Our customer service team will respond to your enquiry within 24 hours.

Account & Membership

How do I sign up as a member?

All you need to do is register on our website with the required credentials and you will automatically be enrolled as a member.

How can I register?

To register, simply click on the ‘Register’ link and it will lead you to the registration page for you to fill in the required credentials. Registration is Free.

What are the benefits I will enjoy as a member?

You will be entitled to attractive discounts on selected items. Please visit “Exclusive Member Deals” for more information

I have forgotten my password, what should I do?

To reset your password, click on the following "here" and fill in your email address. An email will be sent to guide you how to reset your password.

How do I change the information in my account?

In order to change the information in your account you will need to Log In to your account and click on Profile. You will then be able to change your information from that page onwards.

Orders

How do I place an order?

For a quick checkout experience, please ensure that you are logged in before placing an order. Once logged in:

Step 1: Select the Book of your choice
Step 2: Click on the ‘Add to Cart’ icon
Step 3: Click the Shopping Cart Icon
Step 4: Confirm the details of the item(s) you have ordered
Step 5: Key in your user-ID and Password. If you are a new customer, click on ‘Register Account’ and fill in the following details such as:

a)Shipping Address
b)Shipping Method
c)Payment Method
d) Proceed to ‘Checkout’.

Can I add items into an existing order?

You may continue to shop and add as many items as you wish to your order, as long as you have not proceeded to Checkout and made payment. Unfortunately, we are unable to combine orders or add items to an order once it has been paid for.

How will I know if you have received my order?

Upon receiving your order, we will send you a notification email. In the unlikely event that we are unable to fulfil your order for any reason, we will notify you and process a refund for you.

What happens if I leave my orders in the cart unpaid?

We suggest that you complete your purchase as soon as you have placed your items in your cart as all items are available only “While Stocks last”. We are unable to guarantee that your chosen items will still be available later.

I am unable to add an item to my cart. What should I do?

Please try refreshing your browser and clearing your cache. If the problem persists, please email us at [email protected] so that we may assist you further.

Will I receive any order confirmation after placing an order?

Yes, notification emails will be sent to you confirming the status of your order once you have placed it. The emails that you will receive are:

1. Order Confirmation – Order Number Provided (Order Captured)
2. Payment Confirmation – Invoice Provided (Payment Captured)
3. Shipping Confirmation – Tracking number Provided (Ready to be Shipped)

Can I change my delivery address after my order has been dispatched?

As our online store is set up to process your orders quickly and efficiently, we regret that your delivery address cannot be changed. Please be sure to enter a complete address upon your checkout.

Payment

What are forms of online payment that you accept?

The modes of online payment that we accept are :
• Credit /Debit card: Visa,Mastercard, JCB,Union Pay, Diners Club
• E-Wallet: Wing, Pi Pay, WeChat Pay, Alipay
• Internet banking: ACLEDA Bank, Chip Mong Bank

Shipping

I haven’t received my order, what should I do?

In the unlikely event that you do not receive your order within the specified delivery period, please check with the relevant courier company or by contacting us at [email protected]

Are you able to deliver my orders on weekends or Public Holidays?

We regret that our courier partner company only schedules deliveries weekly, from Mondays to Fridays with no delivery on Public Holidays.

What will happen to my parcel if it is undelivered or unclaimed?

Please contact the relevant courier company and provide your tracking number for them to investigate and revert to you accordingly. If at all there is an issue that persist, please do not hesitate to email us at [email protected]

Damaged items

I received a damaged item. What should I do?

Please notify us via email at [email protected] and include the following information. We will investigate and keep you advised accordingly.

1) Order Number
2) Photos of the damage item(s)

Refunds

Can I get a refund?

In order to offer you the best prices at our Big Bad Wolf Online Book Sale, we strictly impose a non-cancellation and non-refund policy on all items sold. However, should there be a discrepancy , (please refer to the Refund Policy) please do not hesitate to email us at [email protected] immediately.

How can I request a refund?

Should you need to request a refund due to a discrepancy (please refer to the Refund Policy), do email us at [email protected] Please include:
a) Order Number
b) Reason for Refund

How soon can I expect a refund?

The refund process will take approximately 14 to 28 business days.

Cancellation

How do I cancel my order?

We are unable to cancel, combine or add items to an order once it has been placed. To avoid this predicament, we encourage you to spend as much time as you want shopping, deciding and checking the order before proceeding to Checkout to make payment.
For further assistance, please email us at [email protected].

Technical issues

If I encounter an error at ‘Add to Cart’, Checkout, Payment or etc., what do I do?

If you encounter any of these issues, please try refreshing your browser, clear cookies and cache. If the problem still persists, please email us at [email protected]
Please include a screenshot of the error in your email for us to be able to assist you further.

I am having issues when trying to make an order/payment. What do I do?

Please clear your cache and cookies and try again. Should this issue persist, please do not hesitate to email us at [email protected]
Please include the details below so that we can assist you efficiently.
1. Screenshots/Images of the issue or error.
2. The browser that you are using, i.e. Chrome, Internet Explorer, Mozilla Firefox, etc.
3. The device that you are using, i.e. IOS or Android.

Promotions

SCHOLASTIC INTERESTING FACTS “BUY ANY 3 FOR THE PRICE OF 2” PROMOTION

• Promotion mechanics is set as per below:
• Buy any 2 books and get another book for free ($3.40 each)
• Promotion is valid for all visitors of Big Bad Wolf Cambodia 2021 Online Sales
• Promotion is valid for books categorized under Scholastic Interesting Facts Category
• Customers would need to select any 3 books categorized under “Scholastic Interesting Facts” to be eligible for the “Buy any 3 For the price of 2” promotion
• There is no limit to the number of times this promotion can be activated
• Big Bad Wolf Books reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice

WHITE STAR CLASSIC FAIRY TALES “BUY ANY 2 FOR THE PRICE OF ONE” PROMOTION

• Promotion mechanics is set as per below:
• Buy 2 for the price of 1($3.40 each)
• Promotion is valid for all visitors of Big Bad Wolf Cambodia 2021 Online Sales
• Promotion is valid for titles/books categorized under “White Star Classic Fairy Tales”
• There is no limit to the number of titles that can be purchased
• Customers would need to select 2 books to be eligible for the “Buy 2 for the price of 1” promotion
• Free book applies to the book with the lowest price
• Big Bad Wolf Books reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice

MAGICAL DEAL PROMOTION

• Promotion mechanics is set as per below:
• Buy any 2 books and get another book for free
• Promotion is valid for all visitors of Big Bad Wolf Cambodia 2021 Online Sales
• Promotion is valid for titles/books curated in the “Magical Books” Category
• There is no limit to the number of titles that can be purchased
• Customers would need to select any 3 books categorized under “Magical Deal” to be eligible for the “Buy any 3 for the price of 2” promotion.
• Free books apply to the books with the lowest price
• Big Bad Wolf Books reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice

EXCLUSIVE MEMBER DEALS

• Promotion mechanics is set as per below:
• Get a 15% discount by applying DISCOUNT15 promo code on selected titles under Exclusive Member Deals Category during Check out stage.
• Promotion is valid for members of Big Bad Wolf Book Online Sale Cambodia 2021.
• Promotion is valid for books categorized under Exclusive Member Deals Category.
• There is no limit to the number of titles that can be purchased.
• A promo code is required; 15% will appear when you input the promo code during check out.
• Big Bad Wolf Books reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice.

FREE SHIPPING PROMOTION

• Promotion mechanics is set as per below:
• Get free shipping with minimum net purchase of USD60 at the Big Bad Wolf Online Book Sale Cambodia 2021
• This promotion is ONLY applicable for deliveries within Cambodia
• No promo code is required; free shipping will be automatically applied at checkout when you purchase USD60 nett and above
• Nett Sales is calculated after all sales discounts and promotions have been subtracted from gross sales amount
• Once the parcel is shipped after our sale, delivery will take 15 - 21 business days
• Big Bad Wolf Books reserves the right to amend the Terms & Conditions of this promotion at any time without prior notice.