Categories

Orders and shipping  ·  Availability and special orders  ·  Book information  ·  Invoices, payments and data  ·  Returns and refunds

How can I check the status of my order?

You have a tracking link in your customer area ("My orders") and in the shipping confirmation email. If you can't find it, write to us with your order number and we will help you.

How long will my order take to arrive?

The delivery time depends on the destination and the shipping method chosen. You can check all the options, times and costs on our General information page.

My order hasn't arrived yet. What should I do?

We recommend checking the tracking link first. Deliveries can sometimes take a little longer than expected; if it still hasn't arrived after a few days, contact us and we will investigate it with the carrier.

Tracking says "delivered" but I haven't received anything.

We recommend checking with your neighbours or the building reception, in case the parcel was left there. If it still doesn't turn up, contact us: we will open a formal investigation with the carrier, which can take up to 14 working days.

My parcel has been returned to sender. What happens now?

We will contact you to confirm the delivery address and arrange a new shipment (an additional cost may apply) or, if you prefer, process a refund.

A book is out of stock on the website. Is it available in the physical store?

No. Our website inventory and our physical-store inventory are the same. If a book shows as "out of stock" online, it is not available in the store either.

When will an out-of-stock book be available again?

Our bookshop imports books directly from China. If a book is available in China, it usually comes back into stock within 1 to 4 weeks.

We recommend activating the availability alert on the product page. You will receive an automatic email as soon as the book is available. Please note that the alert reflects availability at the time of dispatch; the product could sell out again quickly depending on demand.

Can you get a book that isn't on the website?

In many cases yes, as a special order from China. This type of order requires payment in advance, the delivery time is longer than usual (approximately 3 to 4 additional weeks) and, once confirmed, it cannot be cancelled. Write to us with the title or ISBN and we will check availability.

Can you get out-of-print, discontinued or collector's books?

We source our books through Chinese publishers, so we can only obtain the titles they have available. If a book is out of print or discontinued by the publisher, we cannot get it, as we do not work with the collectors' or second-hand market. In those cases, we recommend activating the availability alert on the product page in case of a reprint.

What kind of books can you get, and what happens if a book isn't restocked?

We can only get books that Chinese publishers keep available in their catalogue. If a book is out of print or discontinued by the publisher, we will not be able to receive it until a reprint is made.

If a book is not restocked after more than 4 weeks, it usually means it is out of stock in China. If you have activated the alert and after several weeks you hear nothing, you can write to us and we will check whether there is any information about future restocks or reprints.

Can I pre-order a book in advance?

We do not handle pre-orders; an order can only be placed once the product is in stock. We recommend activating the availability alert on the product page.

I need all the levels of a course, or I am an institution and would like a quote.

Write to us with the titles, course or series you are interested in. We will send you the links organised by level or, in the case of schools, universities and bookshops, a formal quote with prices and availability.

Does the book include a CD/audio, a QR code, an answer key or pinyin?

This information is usually shown in the product description. If it does not appear or is not clear, write to us and we will verify it before confirming.

Can I order a catalogue book and a special-order book at the same time?

Yes. Add both to the cart like any other product and they will be processed together as a single order. If you have any difficulty, contact us and we will help you.

Which books make up a course, and what level do I need?

Each course has its own structure. As a summary of the most frequently asked series:

• HSK Standard Course (HSK标准教程): the official course aligned with the HSK exam and organised by HSK level. Each level includes a textbook and a workbook, with audio. It is the most recommended option if your goal is to prepare for the exam.
• New Practical Chinese Reader (新实用汉语课本) / El Nuevo Libro de Chino Práctico: a multi-volume series with a textbook and a workbook; different editions exist (1st, 2nd and 3rd), so it is worth checking the edition when ordering the full set.
• Integrated Chinese (中文听说读写): organised by level, with a textbook and a workbook/character workbook per level (currently in its 4th edition).
• Boya Chinese (博雅汉语): a series by level (elementary, pre-intermediate, intermediate and advanced), with a textbook and a workbook.
• Developing Chinese (发展汉语, 2nd edition): organised by skill (comprehensive, speaking, listening, reading and writing) and by level.
• Short-Term Spoken Chinese (汉语口语速成): a speaking-focused course, by level (introductory, basic, intermediate…); ideal for reinforcing conversation.

If you tell us your level (or the HSK level you are preparing) and the support language you need (Spanish, English…), we will recommend the right titles.

Do you sell digital, PDF or ebook versions?

No. We are an exclusively physical bookshop and do not offer electronic or PDF versions.

I am a teacher. Can I request an evaluation copy?

Yes. Write to us with your full name and institution, the delivery address and a billing email, and we will arrange the dispatch of the evaluation copy.

How do I get the invoice for my order?

Please request it by email with your order number and we will send it to you as an attachment.

Can you change the details on my invoice?

In most cases, yes. Please note that the country name is generated automatically in Spanish, since our bookshop is registered in Spain, and that particular field cannot always be changed.

What payment methods do you accept?

Credit or debit card, PayPal and bank transfer (depending on the store). We do not offer payment by invoice for private customers.

I want to delete my account and my personal data (GDPR).

You can request this by email or through the contact form. Your data will be deleted once the 14-day return period has elapsed, and we will confirm once it has been completed.

What is the returns policy?

You have 14 calendar days from receipt of the order to exercise your right of withdrawal, without having to justify your decision. Items must be returned unused and in their original packaging. Return costs are borne by the customer, unless the error is ours.

I have received a damaged book.

We are sorry. Send us some photographs of the damage and we will offer you the best possible solution, whether that is sending a replacement copy or a refund.

I have been sent the wrong product.

We apologise. We will send you a prepaid return label, at no cost to you, and arrange the dispatch of the correct product as soon as possible.

Can I cancel my order?

If the order has not yet been shipped, we cancel it and process the full refund immediately. If it is already on its way, it cannot be intercepted, but you can exercise your right of return once you receive it.

How long will my refund take?

Once we have processed the refund, it can take between 2 and 20 working days to appear on your bank or card statement, depending on your bank. If it is not reflected after that period, contact us and we will investigate.