FAQ

General

What is The Locked Library?

The Locked Library is a subscription box curated by HarperCollins, bringing you the best science fiction, fantasy, YA, horror and speculative fiction from HarperCollins Publishers in the UK. 

When can I sign up?

You can sign up straight away! If we have sold out of the subscription, we have a waiting list which will be operated for future months.

What ages is The Locked Library suitable for?

The Locked Library is suitable for ages 18+.

Can I purchase any of The Locked Library books elsewhere?

The Locked Library books are special editions that are exclusive to the Locked Library and cannot be purchased elsewhere. 

Are all your books hardback?

Yes, all of our books are printed in hardback.

Can I give a Locked Library subscription or box as a gift? 

Yes! A downloadable ‘Gift Certificate’ link with full details of the book box comes with every confirmation of purchase email – for you to print and/or pass on to the lucky recipient.

Subscriptions

What do we mean by "Theme"?

Our 'Theme' is the monthly theme behind each box providing hints and clues about what that month's special edition book will be. 

How does the 1-month subscription work?

Payment is taken each month for delivery of a Locked Library box each month. Each payment shall guarantee you delivery of a Locked Library box containing a special edition book. 

You will receive an email prior to each monthly payment being taken, if you wish to cancel a month log into your account and click on manage my subscriptions.

Please check your junk mail folder if you have not received an email.

How does the 3-month subscription work?

Payment is taken every three months for the monthly delivery of a Locked Library box each month. Each payment shall guarantee you delivery of three Locked Library boxes each containing a special edition book. 

What can I expect in the box?

You will receive your Locked Library Special Edition book in the box. This will arrive wrapped in tissue paper, sealed with out Locked Library 'shh I'm reading' sticker. 

What genre of book will it be?

Every book will be one of the best speculative titles from HarperCollins – ranging from science fiction to fantasy, YA to horror and speculative fiction. Every Locked Library edition will feature exclusive and collectable special finishes.

How are the books selected?

The Locked Library titles are handpicked by the editorial team behind HarperVoyager and Magpie Books to give you a curated experience of the best new titles and talent. 

If I'm subscribed can I skip a month?

If you have a 1-month subscription, you can skip. On the 3-month subscription you can't skip a month.

You cannot skip the first month of your subscription.

What is the cut-off date for new orders each month?

Please see the below table for the last day to subscribe each month. New subscriptions after these dates will receive their first box the following month.

May 03/05/2023 June 03/06/2023 July 03/07/2023 Aug 03/08/2023

Sept 03/09/2023 Oct 03/10/2023 Nov 03/11/2023 Dec 03/12/2023

Pricing, Billing and Payments

What is the price of a Locked Library box?

Each box is priced at £22 (£60 for three boxes), with postage and packing in addition to this depending on where you are ordering from.

Can I pay using PayPal?

Yes, you can.

 What payment methods can I use?

We accept Visa, Visa Debit, Mastercard, Apple Pay and PayPal.

Your safety and security is our main priority, so you can be assured your details are safe. All credit and debit card transactions will be authorised by the card issuer during the checkout process.

When will automatic payments be taken?

Every month or three months depending on your subscription. The 1st payment is taken on registration and then every month or every 3 months after the delivery of the first book, unless you cancel your subscription before then. An email will be sent every month confirming when the next payment is taken. If the payment fails email notifications will be sent advising to log into your account to update your payment details.

What if my renewal payment failed?

You will have 3 days to update your payment method. If updated within this time the renewal payment will be taken and your subscription will continue. If the payment fails and is not updated, after 3 days your subscription will be cancelled.

How can I change my payment method?

Please log into your account, click on manage subscriptions, select payment methods, then click the edit button and click on send update email button. You will receive an email which will give you a secure link to your account where you can change your payment details.

How can I cancel my subscription?

The easiest way to do this is by logging into your Locked Library Account and filling out the cancellation form provided. You may also cancel by emailing customerservices@thelockedlibrary.co.uk Please note that:

(a) the Monthly Period or Quarterly Period in which you cancel your Subscription is the “Cancellation Period” and your cancellation will take effect from the following Monthly/Quarterly Period. Any Subscription Boxes you have pre-paid will continue to be delivered as set out in these Subscription Terms;       

(b) if you cancel your Monthly Subscription:

i. prior to the dispatch of your very first Subscription Box for the Term (you shall be notified of the likely dispatch date by email), you shall receive a refund for the full Monthly Subscription Payment that you have paid so far and no Subscription box will be sent;

ii. in the fourteen (14) days following receipt of the Subscription Box for your first Subscription Box only (there is a “cooling-off period” for your first Subscription Box in case you change your mind and don’t want to receive the Subscription Box ever again – but we’re sure you will love it!), you shall receive a full refund for the Monthly Box Cost (defined in the Terms and Conditions) you have paid so far provided that you:

Notify us of the return by emailing customerservices@thelockedlibrary.co.uk with your order number and reason for return; andB. return the Special Edition Book in a saleable condition to the following address: Returns Department, HarperCollins Publishers, Westerhill Road, Glasgow, G64 2QT;iii. at any time after receiving the Subscription Box (or more than fourteen (14) days after receiving your very first Subscription Box) for the relevant Monthly Period you will not receive a refund but you will not be charged the Monthly Subscription Payments for any further Monthly Periods.(c) If you cancel your Quarterly Subscription:

i. prior to the dispatch of your first Subscription Box, you shall receive a refund for the full Quarterly Subscription Payment that you have paid so far;

ii. in the fourteen (14) days following receipt of your first Subscription Box (there is a “cooling-off period” for your first Subscription Box in case you change your mind and don’t want to receive the Subscription Box ever again – but we’re sure you will love it!), you shall receive:

A. a full refund for the Quarterly Box Costs (defined in the Terms and Conditions) that you have paid so far; and

B. a prorated refund for the Delivery Costs (defined in the Terms and Conditions) that you have paid so far (i.e., any Delivery Costs that have been paid by you, but have not yet been used by us in the delivery of any Subscription Box for the Cancellation Period shall be refunded to you), provided that you:- notify us of the return by emailing customerservices@thelockedlibrary.co.uk with your order number and reason for return; and- return the Special Edition Book in a saleable condition to the following address: Returns Department, HarperCollins Publishers, Westerhill Road, Glasgow, G64 2QT;

iii. at any time after receiving your Subscription Box (or more than fourteen (14) days after receiving your very first Subscription Box) you will not receive a refund but you shall still receive all Special Edition Books due for the remainder of the Cancellation Period and you will not be charged the Quarterly Subscription Payments for any further Quarterly Periods.

Can I get a refund when I cancel my paid order?

In addition to the cancellation provisions above, we shall grant refunds of Subscription Payments on a pro rata basis if:

i. the order is cancelled for the current month and before the box has been despatched please email customerservices@thelockedlibrary.co.uk

ii. there is a risk that the delivery of a Subscription Box may be significantly delayed due to events outside of our control and we have not been able to minimise the effects of such delay as per the provisions of clause 7.4 in our terms and conditions; and/or

iii. we have been unable to accept your Order due to the low availability of any Special Edition Book in stock and we have informed you of the same via email.

Can I return or exchange the box I received?

We will only grant replacements of Special Edition Books if within fourteen (14) days of your receipt of a Special Edition Book if you:
i. inform us that the Special Edition Book is damaged in accordance with the criteria set out in the terms and conditions and
ii. provide photographical proof of such damage to the following email address (customerservices@thelockedlibrary.co.uk) in accordance with the instructions set out here.  
For the avoidance of doubt, damage to a Subscription Box where the Special Edition Book inside is not damaged will not entitle you to a replacement Subscription Box and/or Special Edition Book.
You are responsible for the cost of delivery for the return of any Special Edition Book to us. 

Shipping

Does The Locked Library ship to my country?

Please see the list of countries we ship to and the shipping costs here.

How much does shipping cost?

The shipping cost is calculated at check out and depends on the delivery address. Please see a list of shipping costs here.

When are the subscription boxes shipped?

The boxes are shipped during the middle of each month.

When will my box arrive? 

This will depend on where you live. If you're based in the UK, this can be two weeks after the monthly closing date. If you're based outside of the UK, this could take up to four weeks after the monthly closing date.

Do you ship to a P.O. Box?

No.

Do you ship to P.S.C Box or military address?

No.

Will I have to pay customs charges?

This will depend on your delivery address. Anywhere outside of the UK may be liable to import/duty fees which you shall solely be responsible for. Customs policies vary widely from country to country so we recommend that you check with your local customs officials or post office for more information regarding importation taxes / duties that may be applicable to your order. You will be the importer of the goods and responsible for any import VAT and duty that may be borne.

I have subscribed, can I change my delivery address? 

Yes, please log into your account, select manage subscriptions and select shipping address then edit shipping address and make the necessary changes.

I am moving country, will my shipping fees change?

Yes, if you update your delivery address when your renew, your shipping cost will be updated to reflect the cost of your new location. All shipping costs can be found here.

The book in my box arrived damaged, what do I do? 

Follow the instructions above within fourteen (14) days of receiving your special edition book and please contact us at customerservices@thelockedlibrary.co.uk

Why have delivery costs increased? 

Unfortunately due to Brexit there are now additional costs incurred with shipping into the EU which has meant we have had to increase our shipping costs.

Website editions

Outside of the monthly book, what perks do active subscribers get?

Subscribers get early access to any sale we hold on the website,
as well as a subscriber discount on the product(s). To receive email
notifications and be the first to hear about upcoming website sales, you must
be subscribed to our newsletter.

What is early access?

Early access is a period of time (either 24 and 48 hours, depending
on the sale) that subscribers get exclusive access to books outside of the general
sale.

Who is eligible for early access?

Only subscribers are eligible for early access. If you subscribe
on the day of the early access, you may not be included in the early access.

What defines having an active subscription?

Anyone who is currently subscribed. If you have skipped the monthly box in the same month as the sale, you are still considered an active
subscriber.

How will the books be packaged?

Our sequels and website editions will come in regular brown boxes
rather than our famous bright pink boxes. The books will be safely packaged inside,
however, if you do have any issues with your book(s) when it arrives, please read
our T&Cs and contact us if you believe your book qualifies for a
replacement or a partial or full refund.