Frequently Asked Questions

About The Door in the Garden Wall Book

Can I write my own dedication?

Yes, you can write a dedication when you are creating your book. The dedication will be in the printed book as shown in the book preview.

I’d like something that is not offered, can I ask for my order to be customised?

If you would like to customise your order, please contact us and we will see what we can do to accommodate you.

What can be personalised?

You can personalise the child’s name and city, the character that best represents them, two characters to join the adventure and a personal dedication.

Who is it best suited for?

The book is best suited for children ages 2 to 8 years old.

What is the physical book like?

All the versions of The Door in the Garden Wall book are A4 landscape.

 

Our softcover version has 36 full colour and thick child friendly 170gsm pages, pur bound in a laminated 350gsm soft cover.

 

Our hardcover version has a beautiful matte laminated 1800mic board hardcover, with 36 full colour and thick child friendly 170 gsm pages inside.

 

Our awesome edition includes the sturdy full colour hardcover version, as well as an exciting colouring in softcover version, with a pack of wax crayons to encourage some creativity while reading.

About The ABC and ME Book

Can I write my own dedication?

Yes, you can write a dedication when you are creating your book. The dedication will be in the printed book as shown in the book preview.

I’d like something that is not offered, can I ask for my order to be customised?

If you would like to customise your order, please contact us and we will see what we can do to accommodate you.

What can be personalised?

You can personalise the child’s name, a character that best represents them, and a personal dedication.

Who is it best suited for?

The book is best suited for children ages 1 to 6 years old.

What is the physical book like?

All the versions of The Door in the Garden Wall book are 250mm x 200mm portrait.

 

Our softcover version has 28 full colour and thick child friendly 170gsm pages, pur bound in a laminated 350gsm soft cover.

 

Our hardcover version has a beautiful matte laminated 1800mic board hardcover, with 28 full colour and thick child friendly 170 gsm pages inside.

Shipping

Where do you ship?

We ship to anywhere in South Africa. Shipping costs depend on where you would like the book delivered in South Africa. An estimate of the costs can be found on our Deliveries page.

How long does delivery take?

Once your order has been placed with us, it will take 7-15 working days for us to get your special order to you. If you need your order sooner, we have an express option at checkout which will take 3-6 working days.

Do you offer express shipping?

Yes, we offer an express shipping option and can get your special order to you in 3-6 working days. This option can be selected at checkout.

Which courier do you use?

We will use Dawn Wing, CourierIT or The Courier Guy to deliver your order to you.

What happens if I am not home for the delivery?

Depending on your delivery instructions, the courier will either leave the parcel in your specified safe place or leave a notification card with how you can retrieve your parcel.

 

If you know you won’t be home on the day specified for delivery, contact us and we will assist you with changing the delivery date.

Can you ship to a P O Box?

Yes, absolutely. Please make sure your P O Box can accept our packaging size (see the FAQ below).

What size is the shipping packaging?

If you are ordering 1-2 hard or softcover books, or 1 awesome edition, the packaging will be 302x212x18mm.

If you order more books, the packaging will be in multiples of the above to make up your order quantity.

Pricing and Payments

What currencies can I pay with?

You can currently only pay with South African Rands. If you make a purchase with an account in a different currency, your bank may charge you for conversion to South African Rands.

What payment method can I use?

Mastercard and Visa credit and cheque cards.
Instant EFT through FNB, ABSA, Standard Bank, Nedbank, Capitec and Investec bank.
Masterpass

Can I request an invoice?

Yes, please contact us and we will send you an invoice for your purchase. Please include your order number in the request.

How much is shipping?

Shipping costs depend on where you would like the book delivered in South Africa. An estimate of the costs can be found on our deliveries page.

Where do I enter my voucher/coupon code?

If you have a voucher/coupon code you’d like to use on your purchase, you can enter it on the cart and checkout pages before placing your order.

Your Orders

How can I confirm my order details?

You will receive an email with your order confirmation from us, which will detail what you have ordered and the total cost.

 

If you have an account on our website, your order will be listed in your account on the website.

My order isn’t showing in my account.

If you don’t see your order in your account, it is probably because you were not signed in (existing account), or didn’t sign up for an account (new account), when you placed your order. Contact us and we will be happy to find it for you, and send you any details you require.

I need to edit my order. Please help?

Contact us and we will be happy to check on your order status. If it hasn’t been printed yet, we can still edit it for you. Make sure you send us your order number to speed up our investigation with the printing elves.

Can I add a book to an existing order?

Contact us and we will be happy to check on your order status. If it hasn’t been printed yet, we can add another book to your existing order. If it has already been printed, it may need to go into the next printing batch. If you would like, we can hold onto your printed order and wait for your order additions to print, so that you only pay for shipping once. Make sure you send us your order number.

I haven’t received an order confirmation email yet.

If you haven’t received an email, it may have sneaked into your junk or spam mailbox. It may also be because of a small typo in the entered email address. Contact us and we will be happy to find it for you.

How long will my order take to arrive?

Once your order has been placed with us, it will take 7-15 working days for us to get your special order to you.

 

We will keep you updated throughout the process, so that you know when to expect the excitement of a delivery at your door.

 

All our books are made specifically for each child, and truly special things take a bit of time. We will always do our best to get the order to you as soon as possible.

My order arrived damaged. What can I do?

Oh, no! We are very sorry about this. If your order arrives damaged, please contact us and we will be happy to help.

I forgot to apply my coupon code before checking out. Please help?

Not a problem, these things happen! We can provide you with a refund to the value of the discount code. Please contact us with your order number and the coupon code and we will be happy to arrange this for you.

 

We can only refund for valid coupon codes that were issued to you prior to your order being placed.

My order is late.

If it is 15 working days since you placed your order, and you still have not received it. Please contact us and we will be happy to look into this for you.

Can I track my order?

Yes, if you have created an account when placing your order, you can view the status of your order in your account.

 

Once your order has been shipped, we will email you a tracking number for your order.

Can I return my book for a refund or exchange?

Unfortunately not. All our books are made to order, specially for you.

 

If you are unsatisfied with your book, and there is an area you feel we can improve in, we will appreciate the feedback. You can send your feedback here.

Can I cancel my order?

If your order has not been released for printing, you may cancel your order. Please contact us and we will check the status of your order, and cancel it for you if possible. Make sure you send us your order number to speed up our investigation with the printing elves.

Your Account

Where do I see my orders?

Go to your account page. On the left hand side, click on the orders link. All your orders will be listed. If you click on a particular order, you’ll see the personalisation you ordered and the delivery and billing information.

What if I forget my password?

We all do this sometimes! Click on this link and follow the steps to reset your password.

How do I change my password?

Log into your account using your existing username and password. On your account dashboard, there is a link to change your password. You can also click on account details, where you can change your password as well.

How do I sign out of my account?

Go to your account page. On the left hand side, click on the logout link.

How do I subscribe to the mailing list?

There are a few ways you can do this.

 

One, on the home page, there is a sign up box near the bottom of the page.

 

Two, when checking out, below the Complete Purchase button, there is a checkbox you can tick to sign up for marketing.

 

Or, you can drop us a message and we will sort it out for you.

How do I unsubscribe from marketing?

We’ll miss you! You can unsubscribe from our marketing emails by clicking this link.

How do I close my account?

Please contact us and we will close your account for you.

Gifting

Can my book be gift wrapped?

Yes, you can complete the perfect gift with our own stunning gift wrap. This can be added at the bottom of the cart page, along with a gift note for the recipient.

Will a receipt be included in the order?

No, we don’t include a receipt with the order, so it can be shipped directly to the person you are giving it to.

Who sent me one of your books as a gift?

Hopefully they put their name in the gift note or personal dedication in the book! If they haven’t, please contact us and provide us with the name, city, characters in the book and the shipping address. We will contact the customer who purchased the book and ask them to reach out to you.

Can I check if a child already owns a Characterful book?

Unfortunately no, we won’t be able to check if a child already owns one of our book. Our books are bought by parents, family members and friends who may ship the book to themselves or to the child directly. It won’t be possible for us to track if a child has received one of our books.

Feedback and Reviews

Where can I provide feedback or suggestions to Characterful?

We are always looking for ways to improve, so your feedback and suggestions are important to us. You can send your feedback here.

Troubleshooting

Why won’t the name I’m using work?

This may be due to a character limit. We have a limit of 12 characters for the name you can use. Is there a shorter version or nickname you can use instead?

Why won’t the city name I’m using work?

This may be due to a character limit. We have a limit of 19 characters for the city name you can use, which covers 99% of the inhabited places in South Africa. Is there a shorter version of the city name you can use instead?

Why can’t I see all the pages in the preview of the book?

There may be an issue with the internet speed, which is limiting the website’s ability to render the full book preview. Try refreshing the page, which will normally fix the issue.

 

If the problem persists, please contact us and we will investigate the pesky bug on the page.

Did my order go through?

If your payment was processed, your order went through. You should receive an email with your order confirmation from us and the order will be listed in your account on the website.

 

If you haven’t received an email, it may have sneaked into your junk or spam mailbox.

 

If you haven’t received an email and the order isn’t listed in your account on the website, it may be because of a small typo in the entered email address. Contact us and we will be happy to find it for you.

Why was my payment declined?

When a payment has been declined, it  is normally due to one of two things.

 

One, when entering your payment details, you may have made a small error with one of the numbers or your billing address.

 

Two, your bank may be protecting you against fraudulent purchases and stopping this purchase. We are based in South Africa and a purchase from an international credit card can raise a warning to banks. A quick call to your bank to explain the situation should resolve this issue and you will be able to reattempt the payment after a few minutes.

 

If this issue still persists, try another payment method, or contact us to help you out.

If your question has not been answered in the FAQs above, please contact us in the form below and we will be happy to help you.