New Subscription Hub FAQs

New Subscription Hub FAQs

We are thrilled to announce the launch of our website upgrade, prioritising putting our members first. In our first phase of development and investment, we are excited to introduce features aimed at making your lives easier. Explore the enhanced user experience and discover how this upgrade will elevate your journey with us.

 

 
1. How do I set up my account?

Subscribed members will receive an exclusive link via email to access our new online hub.

Using this link, create and activate your account using the email address associated with your subscription.

Once your account is activated you can then add your subscription(s) to your basket and follow the checkout instructions, providing your preferred payment method and delivery address. After you have checked out successfully you can then enjoy exploring our new online hub.

We will hold your spot for 1 month, so you must set up your account by September*. After this date, if you have not activated your account your subscription will not renew and your space will be offered to another customer.

*If you had requested to opt out of August and September, we are happy to offer an extra grace period for you and you can sign up in October.

2. What day will I be billed on?

You will be billed on the day you sign up for the subscription. From September, subscriptions set up on the 31st will be billed on the 1st of the month.

You have the flexibility to adjust this billing date through the "Manage My Subscriptions" portal on the new online hub.

 
3. I asked to skip the August renewal, how do I set up my account without receiving the August book?

If you have chosen to opt out of August, we would kindly ask you to wait until the beginning of September to set up your account. You will not lose out on your subscription spot as you requested to opt out prior to this upgrade.

If you had also requested to opt out of September, we are happy to offer an extra grace period for you and you can sign up in October.

If you have already signed up to the new subscription site and paid but wanted to skip August, please contact our support team (enquiries@goldsborobooks.com) and we will attempt to cancel and refund this before it is shipped by our warehouse team.

 
4. Once my monthly order is fulfilled, how do I track it?

As this is the first phase of our major upgrade, tracking your parcel will be the similar to the process you followed prior to the upgrade.

DOMESTIC ADDRESSES: Royal Mail will send you your tracking information once it has entered the postal network.

INTERNATIONAL ADDRESSES: Once your monthly subscription has renewed, you will have an order number generated (viewable in your account and in any order confirmation emails), if you send this order number to our team they can provide your tracking number

 

5. As a customer based in the EU, how will my subscription work?

Our improved service means that as an EU member you can set up your account like everyone else with recurring payments coming out on a monthly basis automatically.

As an EU resident your monthly subscription order will be processed through our all-inclusive IOSS provider (EAS) and any applicable taxes will be added to your order with the data transferred electronically to customs and duties offices on the receiving end of deliveries.

 
6. What can I do in my new customer portal?

In the new customer portal, you can perform the following actions:

  • Update payment details

  • Update shipping address

  • Reactivate subscription

  • Delay subscription payment

  • Change billing date

  • Control opt-outs

  • View scheduled orders and past orders.

 
7. What payment methods can I use?

You can use: Visa, Mastercard, Maestro, American Express, Discover, Shop Pay, Apple Pay, and Google Pay.

 
8. Can I change my delivery address?

Yes, from the “My Subscriptions” tab you can view the details of your active subscription in which you can change your preferred delivery address.

 
9. Can I change my payment method?

Yes, from the “My Subscriptions” tab you can view the details of your active subscription in which you can change your preferred payment method. Just make sure to do this before the scheduled billing date.

 
10. Will my 15% membership discount still apply?

Yes, your 15% membership discount will continue to apply to any other orders outside of the subscription itself.

 
11. Will my loyalty points apply to my subscription payments?

The loyalty points system is coming to an end and therefore points will not apply to the subscriptions or towards subscription payments. We will be starting a new loyalty scheme to replace this over the coming months.

 
12. What will happen to my current orders & historic orders?

Any outstanding or open orders (outside of the subscription) will continue to be managed through our main site "goldsborobooks.com".

Your account on our main site will remain unchanged and your subscription will be managed through a separate dashboard. You will therefore have two separate dashboards for now, but this will not always be the case as we are continuing to work behind the scenes on developing our entire website.

 
13. How will the new features and upgrades enhance my user experience?

The new online hub provides you with greater control over your subscription, allowing a smoother system for quicker order processing and delivery. Your user experience will dramatically improve with more exclusive content, more availability for exclusive offerings, and an improved, proactive service.

 
14. What specific changes and improvements are included in the site upgrade?

The site upgrade includes the following enhancements:

  • Streamlined Book Selections: PREM1ER and GSFF members will have access to their own personal membership dashboard, featuring carefully curated monthly book selections, exclusive access to certain titles, and exclusive articles.

  • Enhanced Account Management: The new online hub allows you to manage your subscription with ease. You can update payment methods, shipping address, reactivate subscriptions, edit billing information, and more.

  • Exclusive Member Benefits: As a token of our appreciation, exclusive author interviews and teaser content for the upcoming 2023 choices will be available to members.

     

15. Will the upgrade affect my current subscription plan or pricing?

No, the subscriptions have not changed in price. PREM1ER remains £24.99 per month, and GSFF remains £23.99 per month, plus applicable shipping and taxes.

 
16. Are there any additional costs associated with the site upgrade?

No, there are no additional costs associated with this site upgrade.

 
17. Will the upgrade require me to update any software or hardware on my end?

No, the upgrade will not require you to update any software or hardware. Everything will be taken care of online.

 
18. Will there be any downtime or interruptions during the upgrade process?

No, there are no interruptions expected during the upgrade process.

 
19. Are there any changes to the cancellation or refund policy with the new upgrade?

No, all cancellation and refund policies remain the same as laid out in our terms & conditions.

We've listened to your feedback and have created a website that offers easier management of your account, exclusive offers, and a host of exciting features to enhance your reading journey.

If you have any other questions please contact us and our support team will be happy to help!

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