Shipping policy

About This Policy

Every order placed with Whole Counsel Christian Books reaches you in one of two ways: digital products arrive by download straight away, and printed books are made to order and posted to you. This page explains how each works, what it costs, how long it takes and what happens if something goes wrong.

Whole Counsel Christian Books is run by Promise Ave, trading as a sole trader in England. The policy forms part of our Terms and Conditions and is governed by the law of England and Wales. Nothing here reduces the rights you hold as a consumer under UK law.

Ebooks and Other Digital Products

Digital products carry no shipping charge and are delivered the moment your payment clears.

• How you receive them: a download link appears on your order confirmation page and is sent to the email address you gave at checkout.
• Download limits: each link stays active for 30 days and allows 5 downloads. If it expires before you have saved your file, write to us and we will issue a fresh one free of charge.
• Missing email: please look in your junk or promotions folder first. Still nothing after an hour? Contact us with your order number and we will resend it.
• Faulty files: if a file will not open or is incomplete, tell us and we will replace it. Where we cannot put it right, you are entitled to a repair, a replacement or a refund under the Consumer Rights Act 2015.

Your cancellation right. Under the Consumer Contracts Regulations 2013, you lose the usual 14-day right to cancel once a download begins, provided you agreed to immediate delivery and confirmed you understood this at checkout. Your right to a working file is not affected.

Printed Books

Our paperbacks are printed on demand, so each copy is produced for you after you order rather than taken from a warehouse shelf. This keeps stock fresh and wastes nothing, though it does add a short production stage before dispatch.

Printing and dispatch are handled by our fulfilment partner, Lulu, which prints at the facility best placed to reach your address. Parcels arrive in plain packaging without Lulu's branding.

• Production time: usually 3 to 5 working days from order to dispatch, and occasionally longer in busy periods.
• Working days: Monday to Friday, excluding UK bank holidays.
• Mixed orders: if you buy an ebook and a paperback together, the ebook arrives at once and the paperback follows by post.
• Several paperbacks: titles in one order may be printed separately and arrive in more than one parcel at no extra cost to you.

Where We Deliver, Costs and Timescales

We post paperbacks to most countries worldwide. Our printer has facilities in the United Kingdom, France, the United States, Canada, Australia and India, and each order is normally sent to the facility nearest your address, so UK orders are usually printed and posted within the UK.

• Shipping options: every paperback travels by a tracked service. Faster services are offered at checkout where they are available for your address.
• Cost: worked out from the weight of your order and its destination, and shown at checkout before you pay.
• Delivery estimate: your expected arrival is shown at checkout. It counts from dispatch, after the 3 to 5 working days of printing, and a faster service shortens transit but not printing.
• International standard post: can take up to 28 days to arrive.
• Express and expedited services: deliver Monday to Friday only.

UK orders should reach you within 30 days of ordering, as the Consumer Rights Act 2015 provides unless another period is agreed. International orders sent by standard post can take up to 6 weeks from order to arrival, and by placing an international order you agree to that period. We cannot deliver to countries our printer's main carrier, FedEx, does not serve, or to prisons and other correctional facilities.

Tracking, Addresses and Delays

Once your book leaves the printer, you will receive an email with a tracking link so you can follow its progress.

Check your address carefully. Because printing starts soon after you order, we can only change a delivery address if you contact us within 2 hours of ordering. A parcel returned because of an incorrect or incomplete address can be re-sent, but the second postage will be charged to you.

When delays happen. Carriers, weather, strikes and busy seasons such as Christmas can slow things down. If tracking shows no movement for 10 working days, or your order has not arrived 28 days after dispatch, please get in touch and we will investigate with the carrier on your behalf.

International Orders, Customs and Import Charges

Some countries charge import VAT, customs duty or a handling fee when a parcel arrives, and these are payable by the recipient. They are set by the authorities in your country, sit outside our control and are not included in the price you pay us.

Since the UK left the European Union, this can apply to orders delivered to EU addresses as well as further afield. Your local customs office can tell you what to expect. If you refuse to pay these charges and the parcel comes back to us, we will refund the cost of the books, less the original postage and any return fees we are charged.

Lost, Damaged or Faulty Books

Your order remains our responsibility until it is in your hands. Under section 29 of the Consumer Rights Act 2015, the risk only passes to you once the goods reach you or someone you have named to receive them.

• Damaged in transit or misprinted: email us within 7 days of delivery with your order number and a clear photograph of the problem. We will send a replacement at no cost, and you will not need to return the faulty copy.
• Lost in the post: if tracking shows no movement for 10 working days, the parcel has not arrived 28 days after dispatch, or it is marked delivered but has not reached you, contact us. After a check with the carrier, we will reprint and resend your order or give you a full refund.
• Changed your mind: please see the returns section of our Terms and Conditions. Because each paperback is printed to order, we explain there how cancellations work for printed books.

None of this affects your statutory rights.

Contact Us

For any questions about your order, write to promise.ave@outlook.com and include your order number. We reply within 2 working days.

Whole Counsel Christian Books, Promise Ave, 41 Coldharbour Road, South Croydon, Surrey, CR0 4DY.

We may update this policy from time to time, and the version shown here on the date you order is the one that applies to your purchase.

Last updated: 8 October 2026