Help centre

Track an order

See where your order stands, from payment to delivery.

Every order goes through a clear sequence of statuses: placed, paid, preparing, shipped (for print items) and delivered. You can follow this at any time from your order history.

Digital items skip shipping entirely — as soon as payment is confirmed, the ebook or audiobook appears in your library, ready to open.

If an order has been stuck in the same status for more than a couple of days, open a support ticket from the order page and we will look into it.

My payment was declined

Common reasons a card payment fails and what to try next.

A decline usually comes from your bank or card issuer, not from SayeBook: insufficient funds, a temporary block on online purchases, or an expired card are the most frequent causes.

Try the payment again with the same card after checking your card details, or use a different payment method. No money is taken from a declined attempt.

If you were charged but the order still shows as unpaid, do not try again — contact support with your order reference and we will reconcile the payment.

I was charged twice for one order

What to do if you see a duplicate charge on your statement.

Duplicate-looking charges are sometimes a temporary authorisation hold that your bank releases automatically within a few days, rather than a second real charge.

Check your order history first: if only one order was created, the second line is very likely a hold that will disappear on its own.

If two separate orders were created for the same purchase, open a support ticket linked to both orders so we can refund the extra one.

How refunds work

Refund windows and eligibility for digital and print items.

You can request a refund within 14 days of purchase for a faulty or undelivered item — for example a digital file that will not open, or a print book that never arrived.

Digital items that have been fully downloaded and used are generally not eligible once the 14-day window has closed, since delivery is instant and irreversible.

Print items can also be refunded if they arrive damaged or significantly different from their description. Keep the packaging until the request is resolved, in case a return is needed.

To start a refund, open a support ticket from the relevant order and choose the Refunds category; we will confirm the outcome by email.

Digital delivery is instant

How ebooks and audiobooks reach your library.

As soon as a digital order is paid, the title is added to your library automatically — there is no shipping step and nothing to wait for.

To read or listen, open the item from your library and use the button shown for its format; a signed, time-limited link is generated on demand each time you open a file.

These links expire after a short window for your security. If a link stops working, simply reopen the item from your library to get a fresh one — this never uses up any allowance.

My ebook or audiobook will not open

Troubleshooting steps before contacting support.

First confirm the item appears in your library with a completed status. If it shows as pending, the payment may not have been confirmed yet.

If it appears but a link fails, try reopening it from your library page — each attempt requests a brand new, short-lived link rather than reusing an old one.

For ebooks, make sure your reading app supports the file format shown (EPUB or PDF). For audiobooks, a stable internet connection is required to start playback.

If none of this helps, open a support ticket in the Digital access category linked to the item, and describe exactly what happens.

Supported ebook and audiobook formats

What file types SayeBook offers for digital titles.

Ebooks are typically offered as EPUB and, for some titles, PDF. The exact formats available for a title are shown on its product page before you buy.

Audiobooks are delivered as streamed or downloadable audio, depending on the title and your device.

Formats are set by the author's submission and cannot be changed after purchase, so it's worth checking the available formats on the book page first.

Re-download a past purchase

You can always come back to items you already bought.

Every digital item you have purchased stays available in your library indefinitely, as long as your account remains active.

There is no download limit: each time you open an item, a new short-lived link is created, so you can revisit a book on a new device at any time.

Print shipping times

What to expect for delivery of physical books.

Printed books are prepared after payment is confirmed, then handed to a shipping carrier. Estimated delivery windows vary by destination and are shown at checkout.

Once an order ships, its status updates to Shipped and, when available, a tracking reference is added to the order history.

Delays can happen with customs or during peak periods — check the order status first before contacting support.

My print book arrived damaged or is missing

Report a delivery problem with a physical order.

If a package arrives damaged, keep the book and its packaging — photos help us resolve the request faster.

If tracking shows delivered but you never received the package, wait a day in case of a carrier delay, then contact support if it still has not appeared.

Open a ticket in the Print shipments category linked to the order; damaged or undelivered items are eligible for a refund or replacement within the 14-day window.

Can I change my shipping address after ordering?

Address changes are only possible before an order ships.

Once an order enters preparation, its shipping address is locked to prevent items being redirected incorrectly.

If your order has not yet shipped, contact support immediately with the correct address and we will update it if possible.

After shipping, the address can no longer be changed; if the package cannot be delivered, it is usually returned to us and we will reach out.

Reset your password

Regain access if you forgot your password.

Use the “Forgot password” link on the sign-in page to receive a reset email. The link in that email is time-limited for security.

If you no longer have access to the email on your account, contact support so we can verify your identity another way.

Change the email on your account

How to update your sign-in email safely.

You can update your email from your profile settings. We will send a confirmation to the new address before the change takes effect.

If you cannot access your profile, open a support ticket in the Account category and we will help you securely.

Close your account

What happens to your library and data if you close your account.

Closing your account removes your access to SayeBook services, including your library, going forward.

Because closing an account is permanent, we ask you to confirm this through a support ticket rather than a single click, so we can also explain any data retention that applies to past orders.

Using your account on multiple devices

You can sign in from any device with the same account.

Your library, orders and wishlist follow your account, not a single device — sign in anywhere to see the same content.

For your security, always sign out on shared or public devices.

How to become an author on SayeBook

The steps from application to a published book.

Publishing on SayeBook starts with an author application describing who you are and what you write. Our editorial team reviews every application, and approval is never automatic or guaranteed.

Once approved, you can create book submissions with your manuscript, cover and metadata. Each submission goes through editorial review before anything is published.

Prices, formats produced and the final decision to publish always rest with the SayeBook editorial team, even after a submission is approved for review.

How long does editorial review take?

What to expect after submitting a book for review.

Review times vary with the current editorial workload and the completeness of your submission — a submission missing required files or metadata will take longer.

You can check the exact status of a submission at any time from your author portal, including any feedback left by the editorial team.

If a submission has shown no update for an unusually long time, open a support ticket linked to it so we can check on it.

Editing a book submission

When you can and cannot change a submission.

A submission stays editable while it is a draft or has been sent back with editorial feedback. Once it is under active review, it is locked so the editorial team reviews a stable version.

You can withdraw an editable submission at any time if you decide not to proceed with it.

Rights, originality and what you are confirming

Understanding the confirmations required to submit a book.

When you submit a book, you confirm that you hold or control the rights needed to distribute it, that the work is original, and that its metadata is accurate.

These confirmations matter: SayeBook relies on them, and a rights or copyright complaint against a title can affect your account and the book's availability.

How payouts work

When and how author earnings are paid out.

Earnings from a sale become available for payout only after a waiting period has passed and any refund window on that sale has closed, so payouts reflect confirmed, final revenue.

Payouts run on a schedule and minimum threshold set by SayeBook: once your available balance in a currency reaches that threshold on a scheduled run, it is included automatically.

Each currency is paid out separately and is never converted, so your available balance in one currency does not offset another.

Setting up your payout account

Why onboarding with our payment provider is required.

Before you can be paid, you complete onboarding with our payment provider directly — SayeBook never sees or stores your bank details.

If your provider asks for extra information (a “restricted” status), payouts pause until you complete it. You can resume onboarding at any time from your payouts page.

What happens if a sale is refunded after I was paid

Refunds never claw back money already sent to you.

If an order is refunded after the related earning has already been paid out, SayeBook does not reclaim money from your bank account.

Instead, the refund is recorded as a deduction against your future earnings, visible on your earnings statement.

Leaving a review

Why reviews require a verified purchase.

To keep reviews trustworthy, only customers who have purchased a title can leave a review for it — this is called a verified purchase review.

Once submitted, a review may be moderated if it is reported or breaks our community guidelines; you will be notified if that happens.

Report a review

Flag a review that breaks community guidelines.

If you see a review that is abusive, off-topic or otherwise breaks our guidelines, you can report it directly from the book page.

For anything the report tool does not cover, open a support ticket in the Reviews category with a link to the book and review.

Why was my review hidden?

Common reasons a review is removed from public view.

A review is usually hidden after being reported and found to break our guidelines — for example spam, personal attacks, or content unrelated to the book.

If you believe a moderation decision on your review was a mistake, contact support in the Reviews category and reference the book title.

What personal data SayeBook collects

An overview of the data used to run your account.

We collect the information needed to operate your account: your contact details, order history, library entitlements, and, for authors, submission and payout information.

Payment card details are handled entirely by our payment provider; SayeBook never stores full card numbers.

Requesting a copy of your data

How to ask what information we hold about you.

You can request an export or summary of the personal data linked to your account by opening a support ticket in the Account category.

We verify your identity as the account holder before releasing any personal data.

Cookies and tracking on SayeBook

What cookies are used for on the site.

SayeBook uses essential cookies to keep you signed in and remember your cart, and limited analytics to understand how the catalogue is used.

You can manage non-essential cookie preferences from the cookie banner shown on your first visit.