Help with your order

We want you to be happy with your purchase and enjoy the book. If something isn’t right, email us at hello@protectedhour.com and we will do our best to help you and put it right. The terms below set out how we handle refunds, returns and delivery.

Printed and physical products

Books, and other physical products such as mugs and posters, are made to order and shipped by our print partners.

If you are in the UK or EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, email us at hello@protectedhour.com within that time. You then return the item to us in its original condition within 14 days, at your own cost, and we refund the price of the item within 14 days of receiving it back or of your proof of postage. Delivery charges are not refunded once an item has been dispatched.

This right to cancel does not apply to items that are personalised or made to your own specification.

Digital products and downloads

Where you buy a digital product, such as a PDF, it is ready to download straight away from your order confirmation. Because the file is supplied to you at once with your agreement, the right to cancel no longer applies once the download has been made available. This does not affect your rights if the file is faulty.

Damaged, faulty or incorrect items

If an item arrives damaged, misprinted or incorrect, we will arrange a replacement at no cost to you. Email us at hello@protectedhour.com within 30 days of the shipping date and include a photograph and description of the problem so that we can help. This is in addition to your legal rights.

Delivery

If you are ever concerned about how long your delivery is taking, or have any other concerns regarding your delivery please contact us at hello@protectedhour.com and we will look into it for you.

Books are printed to order and then dispatched. Printing usually takes a few working days, and for orders in the UK and US most books arrive within 10 days. For other delivery locations the books can take longer in transit.

Delivery times are estimates rather than guarantees, as postage is handled by our print partner Lulu and their carriers. There can be some delays due to customs and shipping issues.

Other products are also printed to order and an expected time of delivery will be provided at the order stage.

If your order has not arrived within 30 days, please let us know. You will be entitled to a refund if we cannot then deliver it within a further reasonable time.

Digital files should be received within two hours. Please check your spam folders if they have not been received in this time and then contact us.

Your legal rights

Nothing here affects your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.