1. How can I find my way around the Pilgrims website shop?
2. What condition are your books and videos in?
3. How do I place an order?
4. How can I pay?
5. How will my order be sent?
6. What are the shipping charges?
7. Will my order be safely packed?
8. When will I receive my order?
9. How safe is it to use your online order system?
10. What do you do with my credit card details?
11. Do you keep all my details private?
12. How can I check the status of my order?
13. Do you give a guarantee?
14. What is your returns policy?
15. Can I cancel my order?
16. Do you have a currency converter?
17. What can I do if the online ordering system will not work?
18. What can I do if my browser crashes?
19. How can I contact you if I need more help?

1. How can I find my way around the Pilgrims website shop?

There are hundreds of products - books, videos and more - to discover at Pilgrims.

One way to find these is to use the search function which you will find on every website page. Type in the subject, title or author and click on the Search button.

If you are not sure of the title or author you are looking for, you might like to browse our book and video subject listings. Click on the Our Books or the Video link on any page and you will be taken to a list of the many products we offer listed by subject.
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2. What condition are your books and videos in?

Pilgrims offers hundreds of new books and videos from Indian and Nepali publishers. All of these products are fully and accurately described (number of pages, types of illustrations, weight, etc.). They are sold in the same new condition as we receive them from publishers.

We also sell antiquarian books. These are rare, secondhand or out-of-print books which are often quite old. On occasion these older books (especially those which are over 100 years old) are more worn. However, we professionally describe all antiquarian books we sell, that you know exactly what is the physical condition of the books we are offering.
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3. How do I place an order?

When you have found a book or other item you like, it is easy and safe to buy it.

You can choose to order by our secure online ordering system or to send your order to us by fax or airmail.

-- Online Orders

Click on the link “ADD TO SHOPPING CART” under the item you wish to buy and it will be added to the website shopping cart. (You be taken to the page CONTINUE SHOPPING where you will see your item listed along with the quantity and price.)

Want to buy another item? Again click on the link “ADD TO SHOPPING CART” under the item and it too will be added to the website shopping cart.

Want to buy more than one copy of any item you have placed in the shopping cart? Simply change the number in the Quantity box and click on the RECALCULATE button to update the shopping cart.

Want to delete an item from your shopping cart? Enter the number “0” in the Quantity box and click on the RECALCULATE button to update the shopping cart.
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Click on the CONTINUE SHOPPING button if you would like to buy some more items and you will be taken back to the Pilgrims homepage from where you can click on links taking you to our listings of books and videos.

When you are ready to buy, go to the section under the heading "Calculate shipping for this order" on the CONTINUE SHOPPING page. Select your shipping zone (the part of the world to which you want your order shipped) from the dropdown menu. Then click on the ADD SHIPPING button. You will be asked to select what kind of shipping you want (Surface Mail or Airmail), and then you will be returned to the CONTINUE SHOPPING page.

If you have any special request for Pilgrims, enter this in the special request box on the CONTINUE SHOPPING page.

All finished? Now click on the GO TO PAYMENTS button. This will take you to the Payment Options page. Here you fill in your name, address and email details (plus phone and fax, if applicable) and -- if you are shipping your order to another address -- details of the shipping name and address.
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Now click on the CONTINUE button. You will be taken to a another Payment Options page where you will be asked to select which Payment Option you prefer: Credit Card; Cheque; or International Money Order. Then click on the CONTINUE button.

If you have selected Credit Card, you will be taken to the SSL SECURE PAYMENT page. Enter your credit card details as requested there. Click on the SSL SECURE PAYMENT button and your order will be sent to us by our secure ordering system. You will then be taken to the Order Confirmation page where you will receive your order number. You will receive an email confirming the order in detail (this email may take up to one hour to arrive).

If you have selected Cheque, you will be taken to the SSL SECURE PAYMENT page. Enter account details as requested there. Click on the SSL SECURE PAYMENT button and your order will be sent to us by our secure ordering system. You will then be taken to the Order Confirmation page where you will receive your order number. You will receive an email confirming the order in detail (this email may take up to one hour to arrive). You will then print out a copy of this email and airmail this along with your cheque (cheques should be in $US and drawn on a US bank) payable to "Tiwari's Pilgrims Book House".

If you have selected International Money Order, you will be taken direct to the Order Confirmation page and you will receive your order number. You will receive an email confirming the order in detail (this email may take up to one hour to arrive). You will then print out a copy of this email and airmail this along with your international money order (money orders may be in any major currency) payable to "Tiwari's Pilgrims Book House".
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-- Orders by Fax or Airmail
Click on the link “ADD TO SHOPPING CART” under each item that you wish to order and it will be added to our Shopping Cart.

Now follow the instructions for Online Orders (see above) but instead of submitting the order online, print out your order pages showing the products you wish to order, the shipping method you want, and your name and address details. Include your credit card details if you are paying by credit card or enclose a cheque (cheques should be in $US and drawn on a US bank) or money order (money orders may be in any major currency).

Then:
-- fax the order to Pilgrims 24 hour fax: +977-1-4700943; or
-- airmail it to Pilgrims Book House, PO Box 3872, Kathmandu, Nepal.
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4. How can I pay?

We accept orders with your choice of the following payment methods:
-- Visa, Mastercard, American Express or JCB credit cards
-- personal or bank cheque in US dollars and drawn on a US bank
-- payment by international money order in any major currency.
Make cheques and money orders payable to “Tiwari's Pilgrims Book House”.
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5. How will my order be sent?

All orders to addresses in Nepal are sent by Surface Mail. For orders sent to address in all other countries, you can choose for the order to be sent by Surface Mail or by Airmail.

All orders are sent by registered mail.

We will send your order within seven (7) working days upon receipt of your payment. If your order is to be sent by surface mail, we will also airmail you a Confirmation of Shipment letter, enclosing your copy of the postal registration receipt.
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6. What are the shipping charges?

Shipping on our orders is charged at the same rates we pay to the Nepal Post Office (except for orders to Nepal which we send free of shipping charges!).

We list the weight of each product in our product descriptions. We add a 100 gram (3.5 ounce) allowance per product ordered to cover the weight of the packing materials. Our secure ordering system clearly shows the total shipping charges you will pay.

Shipping charges are as follows:

NEPAL: Free shipping.

OTHER SOUTH ASIAN COUNTRIES - BANGLADESH, BHUTAN, INDIA, MALDIVES, PAKISTAN, SIKKIM, AND SRI LANKA:
Surface Mail
1g to 500g for $US 3.50
501g to 1000g (1kg) for $ US 5.25
After 1kg, each additional 1kg for $ US 3.00

Airmail
1g to 500g for $ US 7.50
501g to 1000g (1kg) for $ US 10.50
After 1kg, each additional 1kg for $ US 6.00

REST OF THE WORLD:
Surface Mail
1g to 500g for $ US 5.25
501g to 1000g (1kg) for $ US 7.50
After 1kg, each additional 1kg for $ US 6.00

Airmail
1 to 250g for $ US 8.00
251g to 500g for $ US 11.00
501g to 1000g (1kg) for $ US 22.00
After 1kg, each additional 1kg for US $14.00

(Note: For those customers who may not be familiar with metric weights, 100 grams weigh approximately 3.5 ounces.)

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7. Will my order be safely packed?

Yes. Every order is carefully packaged with robust bubble wrap and foam strips and sealed inside a waterproof wrapping. Then it is boxed in a heavyweight cardboad container and completely encased with the strongest-quality packing tapes. This way the parcel can handle everything that the postal system can do to it. We have received praise from overseas customers on our packing methods.
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8. When will I receive my order?

Approximate delivery times for orders are as follows:

NEPAL
Surface Mail: 7 days.

OTHER SOUTH ASIAN COUNTRIES
Surface Mail: 2-4 weeks.
Airmail: 2 weeks.

REST OF THE WORLD
Surface Mail: 3-6 months.
Airmail: 2 weeks.
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9. How safe is it to use your online order system?

Definitely yes. We use the very latest secure payments technology to collect your credit card information across the Internet in an encrypted and protected form. This technology - called SSL (or Secure Sockets Layer) - is that used by governments and the largest and most trusted businesses when they want to send information securely across the Internet.

For your further confidence, when you come to the Payment Details page in the Pilgrims online ordering system, you will see the image of a small closed padlock in the lower left hand corner of your browser window. This padlock symbol is the way the major browsers indicate that you are about to send your information safely -- using the SSL encrypted method.

Occasionally you may find our ordering system is down for maintenance. Either just press your browser’s Reload or Refresh command or, if that does not work, come back and try again in a few minutes.
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10. What do you do with my credit card details?

Pilgrims Book House receives and keeps your credit card details in an encrypted form and on a separate and secure computer operated by the major UK e-commerce service, Mal’s E-Commerce. When the processing of your payment has been completed, all credit card details are deleted from the Mal’s E-Commerce computer.
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11. Do you keep all my details private?

Absolutely. We promise to never give, sell, rent or otherwise provide your name, email address or other personal details to other parties. Pilgrims Book House has been trading for over 15 years and has many thousands of customers worldwide. We respect their privacy -- and yours -- with zeal.
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12. How can I check the status of my order?

When you order online, we email you a confirmation email. If your order is to be sent by surface mail, we also airmail you a Confirmation of Shipment letter, enclosing your copy of the postal registration receipt.

But if at any time you want an update on the status of your order, please email us at: <mailorder@pilgrims.wlink.com.np> .
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13. Do you give a guarantee?

If any product we send you is faulty or has not been correctly described by us, please contact us within 30 days of receipt of order and we will cheerfully refund your money.
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14. What is your returns policy?

If you ask for a refund or exchange on a product (for example, if the product is faulty or has been incorrectly described by us), then the originally-sent product will have to be returned. Please email us at: <mailorder@pilgrims.wlink.com.np> for instructions.

For products purchased in new condition, please observe the following:
- books must be returned in unused and re-saleable condition
- videos must be returned unopened (with the seal or shrink wrap intact).

Remember to pack the product as well as we do; enclose a copy of your name, address and invoice details; and keep a proof of mailing receipt from your post office.
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15. Can I cancel my order?

Yes, you can cancel your order providing that your order has not yet been shipped. Just send an email to: <mailorder@pilgrims.wlink.com.np>, giving full details of the ordered products you wish to cancel and quoting the order number.
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16. Do you have a currency converter?

All our product descriptions are accompanied by a Convert Currency link where you can click and see what items cost in your own currency. Or to do a currency check now, click here.
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17. What can I do if the online ordering system will not work?

Occasionally the online ordering system is down for maintenance. Either just press your browser’s Reload or Refresh command or, if that does not work, come back and try again in a few minutes.
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18. What can I do if my browser crashes?

Sometimes browsers (such as Internet Explorer or Netscape) crash.

If this happens while you are halfway through making an order using the Pilgrims online ordering system, restart your browser (or, if necessary, your computer), re-enter the Pilgrims website shop and repeat the ordering process.

if this happens just when you have pressed the SSL SECURE PAYMENT button to submit your order, send us an email at <mailorder@pilgrims.wlink.com.np> to see whether or not we received your order.
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19. How can I contact you if I need more help?

We hope this Help page has explained the answers to most of your questions. But if you still need help, please email us at: <mailorder@pilgrims.wlink.com.np> !
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