(Because not every plot twist deserves a sequel.)
At Once Upon Again, every book has already lived a little life before finding its way to you. Some may arrive with gentle signs of previous adventures – a folded corner, a pencilled name, a spine softened by many readings. We believe that’s part of the magic.
But we also believe every parcel should feel like a happy chapter, not an unexpected tragedy.
So here’s how returns, refunds, replacements, and little mishaps are handled in our cozy corner of preloved stories.
⸻
1. When Things Go Wrong
If your order arrives damaged, incorrect, or significantly different from what was described, we’ll absolutely do our best to make things right.
To initiate a return or replacement request, please contact us within 24 hours of delivery through:
Kindly include:
* Your order number
* A clear unboxing video with visible time stamp
* Photos of the issue
* A short description of what went wrong
Our team will carefully review your request and respond within 24 working hours, excluding holidays.
(There’s a real human behind the screen. Most likely surrounded by books and packaging tape.)
If someone else is receiving the parcel on your behalf, we request that they inspect it upon arrival and report any concerns within the same 24-hour window.
⸻
2. What Can Be Returned
You may be eligible for a return, replacement, refund, or store credit if:
* You received the wrong book
* The parcel arrived damaged during shipping
* The book condition is substantially different from what was described on the website
Once your request is reviewed and approved, we’ll guide you through the next steps.
⸻
3. What Cannot Be Returned
Because most of our books are pre-loved, individually curated, and often one-of-a-kind, certain things cannot be returned.
These include:
* Minor shelfwear or signs of age expected in secondhand books
* Slight colour differences caused by lighting or screens
* Change-of-mind purchases
* Clearance, sale, or special-drop items
* Books where condition notes were already clearly mentioned before purchase
Tiny creases, softened edges, ageing pages, and old-library charm are considered part of a book’s previous story – not flaws.
⸻
4. Refunds & Store Credits
Once a return request has been approved:
* Refunds may be processed to the original payment method
OR
* Store credit may be issued, depending on the situation
Please allow approximately 5-7 business days for refunds to reflect after approval.
Shipping charges are generally non-refundable unless the error occurred from our side.
For many approved returns, store credit may be offered instead of a direct refund – especially for pre-loved or limited-stock titles.
⸻
5. Replacements
If the same title is still available, we may send you a replacement copy instead of issuing a refund.
If the book has already found another home, we’ll provide either:
* A refund
OR
* Store credit for future purchases
⸻
6. Return Shipping & Reshipping
If the mistake was ours, we’ll arrange or reimburse the return shipping cost.
However, if a package is returned due to:
* Incorrect address details
* Incorrect phone number
* Recipient unavailable
* Phone switched off
* Delivery attempts missed
… the customer will be responsible for:
* Return shipping charges
* Any reshipping costs if the parcel needs to be sent again
We kindly request customers to double-check delivery details before placing an order – it helps stories arrive safely.
⸻
7. A Gentle Final Note
At Once Upon Again, we believe books deserve second chances – just like stories, rainy afternoons, and people.
Every order is packed thoughtfully, checked carefully, and sent with the hope that it finds exactly the right reader.
Thank you for supporting sustainable reading, slower living, and books with history tucked into their pages.
With love,
Once Upon Again