FAQs

Where is my Order?

Please note that it normally takes 3-4 working days for you to receive your personalised gift card.

Your order can be tracked via your Account:

  • Log in first (see link at top right of the page)
  • click “My Account”
  • then click “My Orders” and you will see a list of your orders
  • click on the relevant order and you will be able to see the status

Normal lead times:

  • Allow 3 working days from the date of order to the despatch date.
  • Once your order has been despatched it will normally be with you in 1 working day – however it can take longer (please allow 3 days).

If your order has been despatched by standard post then unfortunately we cannot track it once it has left us.

If your order was sent by special/ secure delivery it can be tracked via the tracking number – log into your account to find this.

If your gift card takes longer than 6 days to arrive, please contact our customer service team and they will help.

How much is delivery?

Please see delivery page

Can I change / cancel my order?

If you wish to change or cancel your order, please contact our customer service team as soon as possible – please note if your card has already been printed and/or despatched some charges may still apply.

How much do the cards cost?

All gift cards sold on this site require a minimum of £5 value to be loaded on them.

Currently National Book Tokens Personalised gift and greeting cards cost £0.99 each due to a special offer (regular personalisation cost per card is £1.99), plus delivery.

National Book Tokens standard gift cards are free, plus delivery.

Bookily gift cards are free and have a free delivery.

I am having payment problems

If you receive an error on the payment page after placing an order, please note that your order has been submitted, you can access it and complete the payment from your account.

If you placed an order as a guest, you must first create an account to access submitted orders.

Alternatively, you can place a new order. If the problem persists please contact our customer service team (9-5 Mon-Fri) who will try to help as soon as possible.

Can I use emojis in my message to the recipient and/or on my gift card?

We are currently only able to print text on the delivery sheet that comes with the gift card(s). Although the website may display the emojis when you create your order (for example, if you use the website on mobile), they won’t be printed as shown. The message will instead show as ‘????’ in place of the emojis.

If you use an emoji on a personalised gift card, these will be printed.

Questions about your National Book Tokens gift card?

For any questions about your National Book Token Gift Card click here

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