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Osborne Books FAQs COVID-19

Jul 24, 2021

Due to COVID-19 we’ve had to change some of our processes, so we’ve pulled together all the information we have for our customers. We hope the information will be of use, but if you have any questions please get in touch.

Are Osborne Books still open and processing orders?
As of 25th March 2020, the Osborne Books despatch facility in Wokingham remains open, with split shifts and reduced staffing. All office staff are working from home, with the full Customer Services team operating a remote office. Telephone calls and emails will be responded to within the usual timeframes.
This will remain the case until the government issues further guidelines to the contrary.

What is the impact of COVID-19 restrictions on Osborne Books?
All warehouse staff are regularly washing their hands, wearing protective gloves and are a minimum of 2 metres apart at all times, in line with social distancing requirements. None of these staff use public transport and are not sharing facilities in the building. In between shifts there is a deep clean, covering all warehouse areas and surfaces.

No external suppliers or customers are permitted in the building and all office staff are working from home. 
In addition to our usual book buyers, we are currently also shipping study materials to hundreds of tuition providers, this may have a small impact on our usual timeframes, which means our smaller despatch team will have a greater workload.

Will my order take longer than usual to reach me?
For orders to UK and Ireland addresses, you should still receive delivery within 7 working days as usual. Our customer service team is fully functional and happy to advise if you have not received anything within 7 working days. As above, shipping to individual students may have a small impact on our usual delivery timeframes and we ask that you bear with us.

For overseas orders, please be advised that although we will pack and despatch your books as soon as possible, and that all of our couriers remain active, we are aware of restrictions on the entry of goods into various regions due to COVID-19. Therefore, where possible we would suggest contacting a regional stockist or ordering eBooks.

What are the alternatives if I do not want to receive hard copy books?
All of Osborne Books AAT and AQA Tutorials, Workbooks and Wise Guides come with free e-book access with each paperback purchased, the access is automatically provided when the order has been processed. It is also possible just to purchase eBooks via our website

Can I return books for a refund?
You have the right to return your books within 14 days as usual, for a full credit. 

What would happen if the Osborne Books warehouse were to close?
We are currently looking into a range of options to ensure that you still receive your study materials, even if the supply of hard copy study materials to be suspended. E-book access would be provided where possible, when the order has been processed.

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