Categories

Order & shipping · Availability & special orders · Book information · Invoices, payments & data · Returns & refunds

How can I check the status of my order?

Once your order has been shipped, you will automatically receive an email with a direct link to the carrier's tracking. Clicking that link lets you see in real time where your parcel is.
You can also check your order status at any time from your customer area: go to "My account" → "Order history" and you'll find the tracking link next to your order.

If you can't find the link or have any questions, write to us with your order number and we'll help you.

How long does my order take to arrive? 

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

Also, once your order has shipped, the tracking link you receive shows an estimated delivery date that updates as the shipment progresses, so you get an approximate idea of when it will arrive.

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 after a few days it still hasn't arrived, contact us and we'll investigate with the carrier.

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

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

My parcel was returned to sender, what happens now?

We'll 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 shows out of stock online. Is it available in the physical store?

No. Our online and physical-store inventory is the same. If a book shows as "out of stock" online, it isn't 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 enabling the availability alert on the product page. You'll 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 doesn't appear on the website?

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

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

We obtain our books through Chinese publishers, so we can only get titles that 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 collector's or second-hand market.

Can I reserve or buy a book in advance (pre-order)?

We don't handle pre-orders; an order can only be placed once the product is in the catalogue and in stock. We recommend enabling the availability alert on the product page, in those cases where it is already in the catalogue.

I'm an institution and would like a quote.

Schools, institutions or B2B customers wishing to place wholesale orders or pay after receipt should contact us by email, introduce themselves and state their needs. From there, communication will continue through a professional B2B channel.

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

This information is usually stated in the product description. If it doesn't appear or isn't clear, write to us and we'll verify it before confirming.

Can I order a catalogue book and a special-order book together?

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

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

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

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

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

Do you sell digital, PDF or ebook versions?

No. We are a physical-book bookshop exclusively and do not offer electronic or PDF versions.

I'm 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'll arrange the evaluation copy.

How do I get the invoice for my order?

Please request it by email with your order number and we'll send it attached.

Can you change my invoice details?

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 country).

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

You can request it by email or via the contact form. Your data will be deleted once the 14-day return period has elapsed, and we'll confirm when it's done.

What is the return policy?

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

I received a damaged book.

We're sorry. Send us a few photos of the damage and we'll offer you the best possible solution, whether a replacement copy or a refund.

I was sent the wrong product.

We apologise. We'll send you a prepaid return label at no cost to you, and arrange to ship the correct product as soon as possible.

Can I cancel my order?

If the order hasn't been shipped yet, we cancel it and process a full refund immediately. If it's already on its way, it can't be intercepted, but you can exercise your right of return once you receive it.

How long until I get my refund?

Once we've 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 you don't see it after that period, contact us and we'll investigate.