Answers to all your questions

We recommend every customer to register in our online store Kniga24 to open a personal account. Due to technical reasons (different mail server settings, etc.), our automatic emails about order placement and payment do not always reach or end up in spam.

If you have a personal account, you can check the order status at any time, participate in secure correspondence through our website, and view your order history. This is our recommendation, although you can make a purchase without registration.

To find the books you need, use the search system on the website by entering the title or author of the book into the search bar. If several books with the same cover have different prices, pay attention to the additional characteristics of each book. The size, cover material, year of publication, and other parameters may differ.

To add the selected item to your Cart, use the “Add to Cart” button next to the item name.

When you are ready to place an order, go to the Cart and check the items you have selected, verifying their quantity to avoid errors. If necessary, you can change the quantity of each item or remove it directly from the cart.

Please note that we do not have the ability to add items to an order you have already created, or to move items between multiple orders. Therefore, please check your order before final checkout.

Before paying for your order, you will be prompted to choose one of the delivery methods. At the order confirmation stage, you can choose various delivery methods available on our website, in your country, and in your locality.

After selecting the delivery method and before final payment for the order, you will see the delivery cost. The delivery price depends on the chosen delivery method, the delivery location, and the quantity of items in the order. Delivery may also be free. To get free delivery, pay attention to our special offers. Different countries have different conditions for free delivery.

All that remains is to pay for the order by choosing one of the suggested payment options. Please note that next to the bank name, the country in which it operates is indicated. A bank with the same name in another country will not accept your payment. Until the order is paid for, it will not be processed.

Attention! The online book hypermarket www.kniga24.shop implements a dynamic pricing system that depends on many factors and is technical in nature. The price of an item may vary at different times, mainly depending on the changing exchange rate of the ruble against the euro. Therefore, prices can change in both directions throughout the day – both downwards and upwards.

Happy shopping!

1. Bank link. Make sure that the bank specified on our website is suitable for your payment. Please note that next to the bank name, the country in which it operates is indicated. In the Baltic countries, several banks operate with the same name, but each of them is tied to a specific country. A bank with the same name in another country will not accept your payment, and the order will be canceled. Upon order confirmation, an invoice will be displayed on the screen. To pay via bank link, you need to click on the corresponding icon. After payment on the bank’s page, you must click the «return to seller» button. Only then will your order be correctly reflected in our order database. After payment, you will receive payment confirmation and an invoice to your email address. If you have paid but have not received a notification of receipt of funds, it is most often a technical reason. Check your spam folder or log in to your personal account. If the money has not been credited to the supplier’s account within 3 business days, the order will be canceled.
2. Bank transfer. Upon order confirmation, an invoice will be issued to you. A copy of the invoice will also be sent to your email, so you can print it and pay it at a bank branch or online. When paying online, be sure to indicate the invoice number in the explanation.
3. PayPal. Quick and easy. Only an email address and password are required for payment.
4. Credit card. We accept almost all credit cards for payment. Safe and easy to use.
5. Payment at our office. If none of the above methods suit you, it is possible to pay for an order pre-placed on the website at our office. Payment can be made within three days after placing the order via bank terminal or cash.

To place an order for a legal entity, register on the Kniga24 website as a legal entity. During registration, provide the necessary details of the company for which you want to place the order. When making a purchase, the invoice will be automatically generated for the legal entity. The remaining steps are the same as described in the «How to place an order correctly» section.

1. In processing – this status reflects a questionable situation with the order. A). The order is not paid. B). Paid, but the client did not return to the seller’s page. C). The client issued an invoice that must be paid within three days.
2. Paid – The order is correctly paid. Money has been credited to our account.
3. Canceled – A). Payment from the client was not received on time. B). The ordered item was out of stock (money was refunded to the client). C). The item cannot be transported across the border due to adopted sanctions and legal norms (money was refunded to the client).
4. Being assembled – The item is ordered, the order is being formed at Bukvoed or other partners.
5. In transit. Prepared and declared for delivery to us – The order is complete and delivered to an intermediate warehouse near the border. Declared and awaiting customs clearance.
6. Received. Checked and packed for dispatch to the client – The order has cleared customs and been delivered to our office. Checked, invoiced, and repacked.
7.Shipped and fulfilled – A) The order has been handed over to the parcel lockers of the client’s chosen postal service or to a courier, depending on the client’s country. Further progress of the order and delivery speed depend on the delivery method chosen by the client. (We always send a tracking code to international clients once it appears in our account on the postal service website. For clients from Estonia, Latvia, Lithuania, and Finland, we send the tracking code only upon request. For these countries, the order is delivered by postal services within 2-3 days). B). If the delivery option was «pick up from office», then it can be picked up immediately from the Jõhvi office; for the Tallinn office, an additional message must be awaited. Orders are delivered from the Jõhvi office to the Tallinn office within 1-2 days.
8. Partially shipped – Sometimes it happens that an item from an order runs out of stock at Bukvoed, and we place a request for it on a waiting list, or order the item from other partners. Eventually, the item appeared and was ordered, but arrived later than the main order. Therefore, a delayed item is sometimes sent to the client later than the main order at our expense. This solution only works for Estonia. For other countries, due to high delivery costs, the order either waits for full completion in our office and is only then dispatched, or money is refunded for items that did not arrive on time. We coordinate these options with the client.

We recommend every customer to register in our online store Kniga24 to open a personal account. Due to technical reasons (different mail server settings, etc. Often these are global problems and do not depend on us), our automatic emails about order placement, payment, and status changes do not always reach the recipient or end up in spam.

If you have a personal account, you can check the order status at any time, participate in secure correspondence through our website, and view your order history.

If our recommendations did not help and you cannot view your order status in your personal account, but you need to, please write to us at info@kniga24.shop. Be sure to include your order number. If you do not know your order number, please provide as much information as possible to help us find your order: the date the order was placed, the order value, your email, or your first and last name as you provided them when placing the order. We will respond to your request as soon as possible.

If you wish to receive the tracking code for your parcel, please write to us at info@kniga24.shop. Be sure to include your order number. If you do not know your order number, please provide as much information as possible to help us find your order: the date the order was placed, the order value, your email, or your first and last name as you provided them when placing the order. We will respond to your request as soon as possible.

Additional information. For Estonia, Latvia, Lithuania, and Finland, parcels take 2-4 days from the moment our services load them into a parcel locker, and there is usually no need to track their movement. During public holidays, standard delivery times for postal services may increase. This applies to all EU countries. The operation of postal services is especially unpredictable during Christmas and New Year holidays.

We recommend every customer to register in our online store Kniga24 to open a personal account. Due to technical reasons (different mail server settings, etc. Often these are global problems and do not depend on us), our automatic emails about order placement, payment, and status changes do not always reach the recipient or end up in spam.

If you have a personal account, you can check the order status at any time, verify payment, participate in secure correspondence through our website, and view your order history.

If our recommendations did not help and you cannot view your order status in your personal account, but you need to, please write to us at info@kniga24.shop. Be sure to include your order number. If you do not know your order number, please provide as much information as possible to help us find your order: the date the order was placed, the order value, your email, or your first and last name as you provided them when placing the order. We will respond to your request as soon as possible.

Our catalog displays everything that is available in the catalogs of our partners in Russia. However, when ordering publications, pay attention to existing restrictions regarding the transport of books across the border. If you order books that fall under these restrictions, we will not be able to provide them to you and will simply refund the money for these publications. There is a ban on importing certain publications into the European Union. The boundaries are slightly blurred, so we are publishing an explanation from an official representative of the Tax and Customs Board. Let this be on his conscience.

The position of the European Union.

Explanation from Eerik Heldna, head of the customs department of the Estonian Tax and Customs Board: “A book, although printed on paper, does not automatically make it a paper product. A paper product refers to plain paper – cardboard products, printing paper. Books can be transported. But there are certain periodicals that may be aimed at inciting war or justifying Russia’s aggression against Ukraine. The Tax and Customs Board, as a law enforcement agency, is obliged to do everything possible to prevent this violation or incitement of social hatred from happening in the European Union. Therefore, we do not allow the import of military magazine “Krasnaya Zvezda”, posters with inscriptions “Crimea is ours”, or “To Berlin”, etc., not due to sanction restrictions, but to prevent further violations.”

Refusal of purchase and return of goods

1. After a client places an order on our website, we purchase items to fulfill the order from our partners in Russia. Simply put, all items are special orders from the client. All items purchased by us for your order undergo customs declaration and are subject to tax when crossing the Estonian border. Therefore, we have the right to refuse a refund to the client for purchased goods if there is no valid reason. We therefore ask clients to be careful when making a purchase on our website. Explanations such as: changed my mind, already read it, thought it was a different item, made a mistake in quantity, ordered for a gift, and similar reasons are not considered valid and are not accepted. Incorrectly specified phone number (the phone number must correspond to the country where the item is ordered) and delivery address, as a result of which the item may not be delivered on time, are also not valid reasons for a refund. Valid reasons are:

   • Product defect. In case of a product defect, in accordance with the legislation of the Republic of Estonia, the consumer has the right to terminate the sales contract in accordance with the legislation of the Republic of Estonia, the consumer has the right to terminate the sales contract within 14 days from the date of receipt of the goods. The client should bear in mind that all goods are inspected and photographed by us after receipt from Russia and before packaging for shipment to the client. Therefore, intentional damage to the goods should not be made.

   • In the event that the delivered item does not match the ordered item.

   • Delivery delay due to our fault of more than 30 days from the delivery times indicated on the website. If the postal organization is responsible for the delay, claims should be addressed to them.

2. Only unused goods are subject to return. The goods must be in their original packaging, and all factory labels must be preserved. The packaging may only be opened if it would otherwise be impossible to inspect the goods.
3. Refusal of a sales contract is not possible in the case of purchasing goods manufactured taking into account the buyer’s personal characteristics or special needs, in the case of purchasing audio and video recordings if the packaging has been opened and/or if the goods have been activated, and also in the case of purchasing newspapers, magazines, and other periodicals.
4. If the buyer wishes to terminate the sales contract, they undertake to immediately (within 14 calendar days from the date of receipt of the goods) notify the seller of their wish by email at info@kniga24.shop, attaching a photograph of the goods or packaging to the letter.
   The seller reserves the right to request additional photographs of the goods to be returned.
5. The buyer agrees to bear the costs associated with returning the goods, except in cases where the goods delivered to the buyer do not match the ordered goods.
6. In case of termination of the contract, the goods must be returned to the seller immediately (within 30 calendar days). (Goods can be returned by mail or brought to any Kniga24 office link)
7. In case of return of goods, the seller provides the buyer with the opportunity to exchange the goods for another item with a price recalculation.
8. If the buyer does not wish to exchange the goods, the seller undertakes to transfer the amount paid for the goods back to the buyer’s bank account within 30 days. Refunds are made only to the bank account from which the buyer made the payment for the goods.
9. The buyer accepts the possibility that in case of abuse of the right to terminate the sales contract, the seller has the right to refuse to serve the buyer.

 

Additional information: Items purchased from the «warehouse clearance» section are not special orders from the client, and the usual return policy applies to them. In this case, in accordance with the legislation of the Republic of Estonia, the consumer has the right to terminate the sales contract within 14 days from the date of receipt of the goods as follows:

1. If the buyer wishes to terminate the sales contract, they undertake to immediately (within 14 calendar days from the date of receipt of the goods) notify the seller of their wish by email at info@kniga24.shop,
2. The buyer agrees to bear the costs associated with returning the goods, except in cases where the goods delivered to the buyer do not match the ordered goods.
3. In case of termination of the contract, the goods must be returned to the seller immediately (within 30 calendar days). (Goods can be returned by mail or brought to any Kniga24 office link)
4. The seller undertakes to transfer the amount paid for the goods back to the buyer’s bank account within 30 days. Refunds are made only to the bank account from which the buyer made the payment for the goods.
5. The buyer accepts the possibility that in case of abuse of the right to terminate the sales contract, the seller has the right to refuse to serve the buyer.

Address for sending books by courier:
Uus 20, Jõhvi, Estonia, 41533

Address for sending books via parcel locker:

Omniva

Jõhvi Jewe kaubanduskeskuse pakiautomaat

Narva mnt 8, Jõhvi, 96030, Estonia

Specify phone number +372 5103210

If you forgot the password you specified during registration, go to the «Password Recovery» link on the authorization form, enter your email address and name as specified in your profile. Please note that the name must be entered in the same language as during registration (“Дмитрий” is not equal to ≠ “Dmitri”).

An email with further instructions will be sent to your inbox.
If you encounter difficulties in recovering your password, please write to info@kniga24.shop.

We strongly recommend avoiding all kinds of errors when ordering. Therefore, take your time and think carefully before finally paying for your order. Go to the Cart and check the items you have selected, verifying their quantity to avoid errors. If necessary, you can change the quantity of each item or remove it directly from the cart. Or add more!

If you still decide to add something, please inform us as soon as possible at info@kniga24.shop what exactly you want to correct in your order. We will try to help you. But you need to keep the following points in mind:

1. If you ordered postal delivery in the main order, you need to place an additional order, specifying free delivery to our office. You want to save on delivery, right? And inform us about this at info@kniga24.shop, or send a message from your personal account using the correspondence attached to the order on the website.

2. Your books may arrive at different times if they were not placed in one order immediately. This can happen even if you quickly decided to add a book. Then part of the order will wait for the other part before we send you the complete order.

3. If you decide to add several books, the shipping cost may increase, and we will issue you an additional invoice, which you must pay immediately.

In general, you can see how many additional difficulties are created. Therefore, it is easier to either think carefully right away or add the book to your next order. This is the most reasonable option.

The online book hypermarket www.kniga24 implements a dynamic pricing system that depends on many factors and is technical in nature. The price of an item may vary at different times, mainly depending on the changing exchange rate of the ruble against the euro. Therefore, prices can change in both directions even within a day – both downwards and upwards. The price is fixed only at the moment of placing and paying for the order.

Book by «pre-order». This is a book that has already been announced for sale but has not yet gone on sale. It is already displayed in the catalog, but it is not yet officially available for purchase. It may take from several days to several weeks until we can purchase it, declare it, and transport it across the border. If such a book is among other items in a client’s order, then, according to our partners’ rules, we can only order it separately from the rest of the order. This is because the delivery times for a «pre-order» book can significantly differ from others. In such cases, when a «pre-order» book is found in our buyer’s cart, we contact the client and discuss the best course of action. We agree on an option that suits the buyer: whether to wait for the book, send it later and separately from other books in the order, or if the entire order will remain in our office and wait for the «pre-order» book to arrive. Or it might be better to refund the money for this item and not order it. In cases where a «pre-order» book is ordered with other items and the buyer has agreed to the «send later and separately» option, we issue an additional invoice for delivery. Attention! If our office is specified as the pickup location in the order, the client incurs no additional delivery costs.

We strongly recommend avoiding errors when ordering. Therefore, when you are ready to place an order, go to the Cart and check the items you have selected, verifying their quantity to avoid errors. If necessary, you can change the quantity of each item or remove it directly from the cart.

If you still made a mistake, please inform us as soon as possible at info@kniga24.shop what exactly you want to correct in your order. We will try to help you. But you need to keep in mind that we can only correct something until the books have been purchased and declared by us. Later, we will not be able to help you; you will only have yourself to blame for your inattention. Therefore, carefully check your cart with selected items before paying for the order.

There are several reasons why a book from our catalog cannot be provided to a client:

Our website’s display is updated once a day. It sometimes happens that our catalog still shows the book (or other item) as available, but it has already been sold by our suppliers.

The book (or other item) is available from the supplier, but during order fulfillment, it turns out that the item looks unpresentable and does not meet the required condition. Such an item cannot be supplied.

Some malfunctions on our website (e.g., incorrect product update).

In all the above cases, we apologize to the client, explain the situation, and refund the money for the item.

The book or several books you ordered were ultimately not available. Read here why this sometimes happens. In this case, we cancel the order, apologize, and refund the money for the order.

You did not pay for the order.

We did not see payment for your order. It can be difficult to find payment if:

· payment was made using a method different from the one selected when placing the order;

· payment for the order was not received within three days (you did not make the payment on time, or for unknown reasons your bank delayed the payment).

If you see that your order has been canceled, but the reasons for the cancellation are unclear to you, please inform us of your disagreement at info@kniga24.shop. We will investigate and correct the situation if possible.

Books or other goods that you ordered are prohibited from being transported across the EU border. In this case, we cancel the order, apologize, and refund the money for the order.

You can find the addresses, opening hours of our offices, and contact phone numbers in the CONTACTS section.

Our catalog is updated daily. If a book is not available now, there is a possibility that it will appear in the foreseeable future. Let us know your request at info@kniga24.shop, and we will try to help you. We will put the book on a waiting list and inform you when it becomes available.
We do not currently order single books from third-party websites. Previously, we did this and combined client orders with large orders from libraries in Estonia, Latvia, and Lithuania. Currently, libraries are prohibited from purchasing books published in Russia, so this option is not available. Perhaps the situation will change in the future. We very much hope so. We can only order books from the online bookstores OZON, Labyrinth, MyShop. Other websites are not considered. However, if it is a single order, the final price of the item will be quite high. Perhaps too high. It makes sense in cases where an order contains dozens or hundreds of books. Send your request with your wishes to info@kniga24.shop, and we will respond and try to help you if possible.