We hope the list of questions and answers below will provide the information you’re looking for.  If not, don’t worry, please email us at customerservice@hive.co.uk and we’ll be in touch.


What is Hive?

Visit our 'What's Hive all about?' page to read more



What products can I buy?

At Hive we offer books, audio books, eBooks, stationery, music (CDs and Vinyl), DVDs and Blu-ray.

How do I find what I’m looking for?

If you have tried entering the ISBN/EAN and this doesn’t return the result you expect, it is possible that this item is not in our database.  It may not be listed or it could be out of print or discontinued.  Our customer service team – customerservice@hive.co.uk - will be happy to try to locate a copy for you.  All you have to do is let them have the details by email.

Can I provide feedback?
  • On the site
  • On the service
  • On the products

We love to receive feedback from our customers.  Please send us your feedback by email – customerservice@hive.co.uk

Product reviews are provided by ‘Library Thing’.  It’s not possible at the moment to submit a product review directly to us.


My Account

What are the benefits of having an account?

We ask that all customers create an account and have made this process as simple and as quick as possible. When you place an order for the first time, we’ll ask for details of your email address, name and your choice of password.   Your account will enable you to:

  • Edit and change the name on your account,
  • Edit and change your contact details (for example, email address)
  • Edit and change delivery address(s),
  • View your order and email history
  • Access your Digital Library (download links if you’ve purchased eBooks)
  • Edit and change email newsletter preferences
  • Edit and change your Password

It’s easy to do and once an account has been registered, click Sign in to reach your account.


What can’t I do in My Account?  When will I have to contact customer service?

You will have to contact customer service – customerservice@hive.co.uk - if you wish to cancel an order.

We don’t store credit card details, so you needn’t worry about updating credit card information.  Simply enter card details in our secure checkout each time you place an order.



Are prices inclusive of VAT?

All selling prices include VAT where relevant.  Books are not subject to VAT but it is included in the selling price of eBooks, eReaders, DVDs, Music CDs and other non-book products.

Why are online prices different from those in a shop?

The costs associated with an Internet business are different to those of a high street shop-based operation.  As a consequence, different prices can be offered. While we try to ensure that all prices on our website are accurate, errors may occur.  If we discover an error in the price of goods you have ordered we will inform you as soon as possible. You will then have the option of reconfirming your order at the correct price or cancelling. Please refer to our Terms and Conditions for full details.

Do you offer bulk discounts?

For bulk orders we may consider offering additional discount, where possible. Please email your details and as much information as possible regarding the products you require along with their quantities, to our customer services team – customerservice@hive.co.uk



Which payment methods do you accept?

We accept credit/debit cards issued by UK banks only and PayPal. 

What is 3D secure?

We want to protect you when you shop with us.  3D secure is an additional check when you enter your card details to help protect you against fraudulent use of your card.

There are two schemes: Visa's is called 'Verified by Visa' and MasterCard's is 'MasterCard SecureCode'. They are collectively referred to as 3D Secure.

3D Secure authentication requires the cardholder to register their card to take advantage of this service. This is a one-time process which takes place through the card issuer's website and involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder selects a password and agrees on a secret phrase, which will be used by the card issuer during each online transaction.

3D Secure can be thought of as an online version of 'chip and pin' technology. Instead of entering a pin number you will be asked to confirm the password registered to that specific credit card.

Why don’t you accept Book Tokens any longer?

Due to the high processing costs associated with National Book Tokens and our ongoing commitment to ensuring our prices are as competitive as possible, it isn’t possible to continue to accept or sell National Book Tokens.  However, they will continue to be available from all good Bookshops.  A full list is available from the National Book Tokens website -  www.nationalbooktokens.com



Where do you deliver?

We deliver within the UK, Europe and to many countries across the world. For full details of costs and delivery times, visit our delivery information page.  We offer a tracked delivery service to most countries and will only deliver to those countries where this service is available.  Please contact us if a specific country is not listed.

Which address will my order be sent to?

Your order will be dispatched to the delivery address entered when you placed your order as confirmed in your order confirmation email.

Can I change the delivery address for my order?

Your order will be dispatched to the delivery address entered when you placed your order.   We’re sorry but this can’t currently be amended.  If you would like to change the delivery address you will need to cancel your order and place a new order with us.

Where is my order?

You can track your order via the order history section of  My Account. From here you can check the status of your order including whether it has been dispatched. If your order has not yet been dispatched you can email us to obtain an update from our customer service team on its progress.

Once your order has been dispatched it should arrive within 3-5 working days or within 1 working day for Premium delivery if you live in the UK.  If the order was for delivery outside the UK delivery times will be longer.  Typically orders should arrive within 5-7 working days within Europe and 7-10 working days for the Rest of the World. Please note: this does depend on product availability, your location and delivery selections. For more information on this, visit our delivery information page.

If your order has not arrived within the expected time frame and was sent via Royal Mail, please allow 10 working days for it to arrive before contacting Customer Services.  If it was sent on a trackable service and there are issues with delivery, please contact us so we can resolve this for you.

How long will my order take to be delivered?

In stock items are usually despatched within 24 hours, you will then need to add on the delivery time depending on the delivery service chosen.   Pre-orders will be despatched as soon as the item has been published or released. Please see the delivery information page for detailed information on delivery times and costs.

If an item is currently unavailable at our supplier we will endeavour to source it as quickly as possible.  We will update your order history with the latest information if information is available.

Your credit card will not be charged until the order is despatched. If you paid by PayPal, payment is taken when the order is placed.

How will you let me know my order is ready for collection?

If you have opted to have your order delivered to a bookshop, we will send you an email advising you when it will arrive. Once your order has arrived at your chosen shop, a member of the staff there will contact you to advise that it is ready for collection.


Order cancellation

How do I cancel an order?

To request cancellation of an order please email customerservice@hive.co.uk giving your order number. Please note: if your order is in the process of being dispatched it cannot be cancelled.

Why has my order been cancelled?

Occasionally, a supplier informs us that an item is no longer available.  This means they then have to cancel the order. This could be due to a book title going out of print, or a DVD or music CD that may have been deleted.   Before we cancel an order, we will make every effort to contact you to advise which items from your order have to be cancelled.



How can I get a refund for a product bought online?

Items must be returned within 30 days of receipt and returned to Hive and not to a Hive Network retailer, even if the order was originally delivered to a bookshop for collection.

Please see our Returns and exchanges section for full returns information and instructions as well as our terms and conditions. Some items (DVDs and Music CDs) cannot be returned once the security seal has been broken, unless the item is faulty. 

If we've made an error, supplied the wrong item or the item is defective, we're very sorry, and we'll refund the cost of any return postage as well as replace the item free of charge. Please refer to our Returns and exchanges section for more information on what you need to do.  Please note that eBooks cannot be returned or refunded.



How can I get my products listed on Hive?

The titles listed on Hive are based upon the stock catalogue of our suppliers, so may not cover everything available in the UK. However, if you would like to have your title(s) listed, please email sph@gardners.com and our buyers will review your submission and contact you with the outcome. 

If you have any issues with how your product is listed on the website please contact julie.howkins@gardners.com with full details of the issue.  



How do I join the Hive Network?

If you are an independent bookseller or have an existing business and are considering selling books or DVDs, we would love to hear from you. Please see our Join the Hive Network page for more information.

Where will I find a list of participating bookshops?

Visit our Hive Network information page and search either by postcode or bookshop name.