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Help Centre/Frequently Asked Questions

General Questions

When is the Big Bad Wolf Online Book Sale?

The Big Bad Wolf Online Book Sale will begin on 5th May 2021 at 12:00 AM and end on 16th May 2021 at 11:59 PM.

How do I contact you?

Please email us at *[email protected]*

When will my order arrive?

From the date of your purchase, delivery will take approximately 15 to 21 business days.

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 9000 Rs and above in a single order. It will be shown automatically on your checkout page.

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)
2. Payment Confirmation Email – Invoice Provided (Payment Captured)
3. Order Has Been Packed – Tracking Number Provided (Ready to be Shipped)
4. Order Being Shipped
5. Order Received by Courier

You may also track your order by logging into your account and checking from the “Orders” section.

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 & Registration

How do I register for an account?

To register, simply click on the ‘Sign up’ or use the following link (URL). It will lead you to the registration page for you to fill in the required details. If you have any concerns, please email us at [email protected]

What do I enjoy as a member?

You will be entitled to ongoing attractive discounts and promotions.

I have forgotten my password, what should I do?

To reset your password, click on the following link “https://shopbigbadwolfbooks.com/lk/customer/account/forgotpassword” and fill in your email address. An email will be sent to guide you on how to reset your password.

How do I change the information in my account?

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 view and edit your information from your profile page.

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
Step 6: 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 immediately 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 cookies and cache. If the problem persists, please email a screenshot to [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 (Once Order Captured)
2. Payment Confirmation – Invoice Provided (Payment Captured)
3. Order Has Been Packed – Tracking number Provided (Ready to be Shipped)
4. Oder Being Shipped 5. Order Received by Courier

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 Cards
• Internet Banking
• E-Wallets

Shipping

Who would be responsible for customs clearance?

Pro Read Lanka (Pvt) Ltd will manage the customs clearance procedure. If there is any need for documents, we will contact you.

How do I track my shipment?

We will email a tracking number that will enable you to check the status of your order on the respective courier company’s website.
Grasshopper: https://www.grasshoppers.lk/customers/action/trackDelivery

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

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

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] with the details.

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 you have questions, you may refer to our Shipping Policy (https://shopbigbadwolfbooks.com/lk/shipping-policy). 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. Once all the relevant information is gathered, we will investigate and keep you advised accordingly of the resolution.
1. Order Number
2. Photos of the damaged item(s)

Refunds

Can I get a refund?

To offer you the best prices at our Big Bad Wolf Online Book Sale, we strictly impose non-cancellation and non-refund policy on all the item sold.

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 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.

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