Frequently Asked Questions
My order hasn’t arrived, what’s going on?
We aim to ship all titles that are in print within 2-3 days. However, if you have bought one of our latest releases it might not yet be in print. In these circumstances, we aim ship within a few days of receiving the stock from the printer. The product description should say clearly when we expect this to be, but sometimes there are delays. Should this happen, our Shipping Updates will give you the very latest news.
What happens when I place an order?
First, we will send you an email confirming the order has been placed. When the order is actually dispatched you will receive another from us letting you know it is on the way. If you have selected FEDEX as your delivery method, you will also then receive an email direct from FEDEX with your tracking number.
I haven’t received an order confirmation via email.
Our email confirmations are sent automatically, but sometimes these get caught by spam filters. If you add orders[at]fulgur.dev to your safe senders list, you should receive all our dispatch notifications.
Can I change my delivery address?
If you are a registered subscriber you can change your delivery address at any time on your My Fulgur page. Simply log-in and scroll down to edit the address. If you are not a registered subscriber, you can always email us and request a new delivery address. However, once an order has been dispatched we are unable to change your delivery address for that order.
How much will the shipping for my order cost?
Our postal rates are very competitive. For example delivery for a paperback issue of Abraxas (1kg/2.2lbs) will typically cost as follows.
Royal Mail: UK £2.90 | EU £7.00 | USA £10.00 Fedex: UK £6.50 | EU £13.00 | USA $18.00
These international rates are comparable to similar services offered by retailers such as Amazon and they are made possible from the large volume of parcels we send. For multiple item orders, our FEDEX option is very competitive. For example, up to 3kg of books to the USA should cost around $30.00, fully tracked.
Will my books be packed well?
We take great care packing your order. Each book is sealed in a water-repellant biodegradable cellophane bag. We then add cushioned protection, either in the form of a fitted book box, or padded envelope. International orders for our larger hardbacks are usually dispatched with a further outer box. We do all this by hand, so it’s a bespoke service.
I’m not happy with my order, what should I do?
99.9% of our customers receive their books in perfect condition, but if you receive a book that has been damaged during shipping, or something that has a serious manufacturing fault we will replace it free of charge. Simply contact us via the form stating your full name and the nature of the problem.
Do you take orders over the phone?
Because our customer base is international, we do not offer sales via credit card over the phone. But our e-commerce store is always open.
I ordered a deluxe, but it hasn’t arrived!
Our deluxe copies are hand-made to order by a team of artisan bookbinders based in leafy Shropshire, England. Each copy is unique. As you might expect, this level of skilled craftsmanship takes a little longer. So we usually dispatch the deluxe component of an edition anything between 3-5 weeks after the standard issue.
Why don’t you wholesale your books?
Since our first title in 1992, we have pursued a direct sales model. Our aim has been twofold. We have sought to provide better value for our customers, investing the margin usually taken by the distributor and producing a better quality book. We have also preferred to build an ongoing relationship with you. Indeed many of our first wave of customers still receive our Newsletter and buy from us regularly.