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Most frequently asked questions

  1. Can I order through multiple stores?
  2. Can I pay directly using my credit card?
  3. Are all of my books in one account?
  4. How does the Romance Rewards programme work?
  5. Where can I access my wishlist?
  6. How do I send to kindle from the store?
  7. What are the new features?

Customer Account

  1. How do I register an account?
  2. Where can I change my password?
  3. I requested my password but didn’t receive it
  4. Where can I find my billing and shipping addresses?
  5. Where can I sign up for your newsletter?
  6. Can I add more than one postal address?
  7. Where is my order history?
  8. Can I see my order details?
  9. Where can I find my wish list?
  10. How do I add books to my wish list?
  11. What do I do if I lose my password to log in to my account?
  12. Can I order through multiple Totally Entwined stores?

Downloads

  1. I have bought a downloadable book, how do I read it?
  2. Which eBook format should I read?
  3. Do I need to buy extra software or devices to read eBooks?
  4. What eBook formats do you offer?
  5. Once I have bought my eBook, will it always be available for download?
  6. How do I download the books I have purchased?
  7. I am having trouble downloading a book I’ve purchased
  8. I’m having trouble downloading books using Internet Explorer as my browser

Kindle

  1. How do I send my eBooks to my Kindle device?
  2. Send to Kindle by E-mail
  3. How can I read Totally Bound eBooks on my Kindle device?
  4. How do I set up my Totally Bound account to send books directly to my kindle?
  5. Where can I find my ‘Send-to-Kindle’ Email Address?
  6. Should I send to @free.kindle.com or @kindle.com?
  7. How long will it take for my book to arrive on my kindle?
  8. My book hasn’t arrived at my kindle what should I do?
  9. Will I be charged a fee for sending books to my device from my bookshelf?

Payments/Billing/Returns

  1. Can I order by phone or with a paper cheque?
  2. How soon after payment will my eBooks be available in my account?
  3. I didn’t receive an email after purchasing a book
  4. What payment options do I have?
  5. What is your refund policy?
  6. Can I return a print book?
  7. What are your shipping terms?

Gifting

  1. How do I purchase and send gift vouchers?
  2. What do I do if the recipient didn’t receive my Gift Voucher email?
  3. How many times can I use one Gift Voucher?
  4. How do I use a Gift Voucher?
  5. How does the Gift a Book feature work?

Rewards

  1. How does the Romance Rewards programme work?

General

  1. Can I transfer my old eBooks to my new computer?
  2. Can I print the eBooks or do you place restrictions on the files?
  3. How do I get technical support?
  4. Do you share any information with other companies?
  5. Why do I need to provide my billing address?
  6. Why should I provide my telephone number?
  7. What do I do if I lose my password to log in to my account?
  8. I requested my password but didn’t receive it.
  9. I am expecting an email but haven’t received it.
  10. Is this site suitable for all ages?
  11. What are the terms and conditions for promotions on your websites?

 

Customer Account Questions

 

How do I register an account?

From the home page click on the account button and then select login/register from the dropdown box. Once on the login/register page click create an account and complete the details on the form to register with us.


Where can I change my password?

When you are logged into your account click on the ‘account’ button and then select ‘edit my details’. You will then find a link ‘click here to change your password’.


I requested my password but didn’t receive it.

Firstly ensure that you have given us the correct email address to contact you. Sometimes people key in incorrect digits or letters. Then check your spam folder to see if our password notification arrived there. If your details are correct and it hasn’t gone to spam, contact us at help@totallyentwinedgroup.com and we will assist.


Where can I find my billing and shipping addresses?

Go to your ‘Account’ and in the ‘my addresses’ section you will see your contact information. On this page you can add as many addresses as you need to for us to contact you or send your orders to.


Where can I sign up for your newsletter?

There are numerous places that you can sign up for our weekly and monthly newsletters.


Can I add more than one postal address?

You can add multiple addresses in your account. Simply select ‘My Addresses’ and add/edit your postal information.


Where is my order history?

You can find your order history in your ‘account’ menu and then ‘view orders’.


Can I see my order details?

Yes, once in your order history from ‘view orders’ click on the ‘view order’ link on any row and you will see the details of that order.


Where can I find my wish list?

Sign into your account first. Under the ‘my account’ drop down menus you will see a link called ‘My Wishlists’. You can navigate to your wishlists here and also create new ones.


How do I add books to my wish list?

Make sure you are logged in to your account. Set up your wish lists in ‘account’, then ‘My Wishlists’. Pick a book and go to the product page. Under the cover image select ‘add to wish list’. You can add the book to any of the wishlists you have created. You can add or remove as many books as you like.


What do I do if I lose my password to log in to my account?

There is a password reminder form on the customer login page. If you enter the email address you registered with us, a reminder of your password will be sent there.


Can I order through multiple Totally Entwined stores?

Yes. Browse and buy from any of our book stores, then checkout once and all of your books will be in your bookshelf.

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Downloads Questions

 

I have bought a downloadable book, how do I read it?

To read the books -

  1. Log into your account.

  2. Your books will be visible in your bookshelf. If you have a lot of books in your account, you can search books by date bought, and title A-Z from the dropdown in your bookshelf, as well as searching by tilte name or author name in the search box provided.

  3. Choose the format that you want to read from your account by clicking on ‘select a format…’ and download it by selecting the ‘Download’ button in your bookshelf. You can download the file either to your computer or to a device (eReader, iPhone, iPad etc).

  4. You can select from ePub, Adobe PDF or Mobipocket.

  5. You can send direct to kindle.

  6. You can choose to send the book to yourself via email and an ePub will be emailed to you.


Which eBook format should I read?

On the whole it comes down to two factors - Compatibility (will it work on your device) and then your own personal preferences.

Depending on how you set your preferences in your account will depend on which format we recommend when you download your books. Our site will intuitively select the format that will work on your device. You can override this function and choose another option if you prefer.

Here is a brief and generalised breakdown of the formats.

The only notable device lacking integrated support for the EPUB format is the Amazon Kindle. To enable ease of use for our customers, Totally Bound offers a ‘send direct to Kindle’ feature straight from your customer account.


Do I need to buy extra software or devices to read eBooks?

All you need is your PC, Macintosh or laptop and some free-to-use reader software. However as eBooks grow in popularity, many people prefer to read them on reading devices, tablets or mobile phones.

We provide eBooks in the most widely used formats - ePub, Adobe Reader, and Mobipocket. Each format has its own free-to-use reader software that is available to download.

If you prefer a kindle device or to read on a kindle app, you can also download your books straight to kindle from your account.


What eBook formats do you offer?

We offer eBooks in three of the most widely used formats - ePub, Adobe PDF, and Mobipocket.

When you purchase an eBook with us, we provide all formats in your account and you can choose which one you’d like to download at any time. You are not restricted in your choice, and we like to offer you better value for money.


Once I have bought my eBook, will it always be available for download?

Yes, once you have purchased the eBook it is yours. The title is stored in your customer account and you can access it at any time by logging in with your user name and password.


How do I download the books I have purchased?

Once a payment has been accepted by our system, your purchased eBooks will be available for you to download from the ‘bookshelf’ in your account. Once purchase has been completed you will be asked how you want to download your book or if you’d rather go straight to your bookshelf. An email will also be sent to you confirming the order along with the order details and a link to your account.

Once on your bookshelf page you can download by following these steps:

  1. Select the dropdown box underneath your chosen book.

  2. Select the format from the list view in the dropdown box, and click on the download button.

  3. Your book will be automatically sent to your device or computer, depending on what format you selected and you set up preferences in your account.


I am having trouble downloading a book I’ve purchased.

If you have problems, contact us through the help page. Include your order number, a description of the problem, and any error messages you received. Please note that although we do our best to respond quickly, during holidays, weekends, and times of high e-mail volume it may take up to 48 hours to receive a response (although it is often much sooner).


I’m having trouble downloading books using Internet Explorer as my browser.

If you are sending to kindle you should not experience any sending issues, however we have seen problems with Adobe and Internet Explorer so for those customers who prefer to use Internet Explorer as their browser, you can select the option to email your chosen books to you. An alternative to this is for you to use a different popular browser like Firefox or Google Chrome.

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Kindle Questions

 

How do I send my eBooks to my Kindle device?

There are three ways to send your books to your kindle device or app from our site.

Send direct to your device or app from your customer account

In your customer account there is a ‘manage my kindles’ section in the 'account details' tab. Follow the set up steps provided below to send your books directly from your bookshelf to your Kindle device or app.

  1. First add kindle@totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

  2. Add your Kindle name to your account in the Manage My Kindle section of the 'account details' tab. Set up any number of Kindle device/s.

  3. You will then have the option to "send to kindle" from your bookshelf.

Send direct to your device or app from the quick download page

After you've paid with One-Click, there is a send to Kindle section in the dropdown box. Follow the set up steps provided below to send your books directly from your Totally Bound bookshelf to your Kindle device or app.

  1. First add kindle@totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

  2. Select the 'send to a new kindle device' from the dropdown box. Add your kindle name to the new box that appears and click the 'send' button.

Send to Kindle by E-mail.

Send documents to your Kindle as an email attachment

You and your approved contacts can send documents to your registered Kindle devices, free Kindle reading applications, and your Kindle Library in the Amazon Cloud by e-mailing them to your Send-to-Kindle e-mail address ([name]@kindle.com). Your Send-to-Kindle e-mail address is a unique e-mail address assigned to each of your Kindle devices and free Kindle reading applications upon registration.

How to send a document to your Kindle:

Supported File Types:

PDFs can be converted to the Kindle format so you can take advantage of functionality such as variable font size, annotations, and Whispersync. To have a document converted to Kindle format (.azw), the subject line should be "convert" when e-mailing a personal document to your Send-to-Kindle address.

To find more information about how to use your Send-to-Kindle e-mail address, please visit Amazon’s Help Page.

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Kindle Frequently Asked Questions

 

How can I read my eBooks on my Kindle device?

You have three main options:

1. Send your book from the bookshelf in your account to your Kindle. This will send the book wirelessly straight to your Kindle, (see answers below on how to set this up).

2. Download your eBook to a computer and transfer it to your Kindle over a USB cable.

3. Send to kindle by email.


How do I set up my customer account to send books directly to my kindle?

Follow the instructions below to send books directly from your Totally Bound bookshelf to your Kindle.

1. First, add @totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

2. Add the first part of your kindle email address in your 'Manage My Devices' area. Just add everything before the @ symbol in the text box. So, kindleaddress@totallyentwinedgroup.com would just be "kindleaddress"

3. You will then have the option to ‘send to kindle’ from your bookshelf.


Where can I find my ‘Send-to-Kindle’ Email Address?

You can find this address in the ‘Manage Your Kindle’ section of ‘Your Account’ at Amazon. More detailed information can be found on the Kindle Support section of Amazon’s Website - Click here to go to Amazon’s Support page


Should I send to @free.kindle.com or @kindle.com?

@free.kindle.com

- Generally this is the best option to use because it is free. If your Kindle device is connected to WiFi this is the option to use. However, please note, in order to receive books directly to your Kindle using this address, your Kindle MUST be connected to WiFi (not 3G) - don’t worry - if your device can’t be found by Amazon, they will email your book to your registered kindle email address instead.

@kindle.com

- If you are not able to connect your Kindle via Wi-Fi but have a 3G connection then you can still send your documents to your device by using this address. The files will be sent to your Kindle over Wi-Fi if available. If Amazon is not able to find your Kindle on Wi-Fi or your device is not is not available, the files will be sent via 3G for a small fee. Amazon charges a fee to send files to your main kindle address.


How long will it take for my book to arrive on my kindle?

Amazon state that documents are usually delivered to your device within 5 minutes of being sent.


My book hasn’t arrived at my kindle what should I do?

First place to check is your ‘Kindle Management Page’ at Amazon. Check to see whether the book is listed in your ‘Delivery Status’ list (usually found on the right hand column of the page).

Your book is listed in the ‘Delivery List’

Amazon will deliver to your device shortly (if they aren’t doing so already).

Your book is not listed in your ‘Delivery List’

Please check that the address added to your ‘Approved Email Senders List’ on your Kindle Management page at Amazon exactly matches our send address - kindle@totallyentwinedgroup.com. If it that is ok then check that the ‘Send-to-Kindle’ address in your Totally Bound account is also correct. If you continue to experience problems then please contact support.


Will I be charged a fee for sending books to my device from my bookshelf?

If you choose to send your book via ‘@free.kindle.com’ then you will not be charged for sending your book. If your Kindle is connected via WiFi then in most cases Amazon will deliver the book wirelessly to your kindle for free. If your device cannot be found, or if Amazon doesn’t allow free wireless delivery in your territory, then Amazon will email the book to your registered kindle email address instead.

Amazon will charge you a fee (per megabyte) when you use the non-free (‘[name]@kindle.com’) address to transmit files wirelessly to your kindle over 3G or GPRS. Please refer to your Kindle Support page at Amazon for details on fees and rules regarding transmitting files to your device. More information can be found on the support pages at Amazon - Click here to go to Amazon’s Support page

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Payments/Billing/Returns Questions

 

Can I order by phone or with a paper cheque?

Ordering by phone would require a dedicated staff to answer your calls. Similarly, processing personal cheques would require additional staff to open mail and manually process orders. To keep costs low and pass the saving onto you through well priced books, we don't accept phone orders or personal cheques. For your convenience, our website accepts all major credit cards and PayPal payments.


How soon after payment will my eBooks be available in my account?

In most cases any eBooks and Gift Vouchers will be available in your account immediately.

Occasionally there may be a delay of a few minutes before the books are released whilst waiting for a notification from a card provider or PayPal.


I didn’t receive an email after purchasing a book.

Some email services may put mail from unrecognised senders in a ‘Spam’ or ‘Bulk Mail’ folder. Make sure your email service is set to accept mail from totallyentwinedgroup.com. If you are still having problems email us at help@totallyentwinedgroup.com and we’ll resend it.


What payment options do I have?

You can pay for your books directly with your Credit/Debit card (Visa/Mastercard/Maestro/Solo) or if you require to use a different Credit/Debit card you can pay by setting up a PayPal account.

Alternatively, if you already have a PayPal account you can choose to pay for your books using that facility.

You are free to decide which payment option you’d prefer to use during the payment process.


What is your refund policy?

Unfortunately we cannot offer refunds on eBooks and audio books unless you haven't already downloaded them (for Print books look here). With products of this nature that can’t be ‘returned’ in the traditional sense it is very difficult to safeguard against fraud and copyright theft, hence the non-return policy of many software companies in the market.

We also had to adopt this policy, so instead we put our efforts into making plenty of information about our books available beforehand so that you as a reader can make a well informed choice.


Can I return a print book?

Yes as long as it is in the same condition that you received it in. Please see our returns policy.


What are your shipping terms?

Please see our shipping policy details here.

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Gift Vouchers Questions

 

How do I purchase and send gift vouchers?

You can locate gift vouchers from multiple places on the web site:

To purchase a gift voucher, go to our gift vouchers page. On the gift vouchers page, select the amount you’d like to gift and the card you’d like to send and complete the form at the bottom of the page. When you complete your purchase the gift voucher will automatically be sent to the recipient with a personal message from you.


What do I do if the recipient didn’t receive my Gift Voucher email?

You can resend the gift voucher from the Gift vouchers section of your Order History tab in your customer account, or if you're still having difficulty contact us at help@totallyentwinedgroup.com.


How many times can I use one Gift Voucher?

You need to use the balance of your gift voucher at the time of use.


How do I use a Gift Voucher?

Simply browse through our online catalogue and select the books you wish to purchase. When you have selected everything, click the basket image in the top navigation bar and you will be taken to your basket.

On the Basket page you can enter the Gift Voucher code into the provided area. The amount will be deducted from the basket total.

You will be required to pay any outstanding balance using your credit or debit card details as normal.

You need to use the total value of your gift voucher during your shopping spree in our book store.


How does the Gift a Book feature work?

When you place an order with us you have the option to gift one or more books to someone. On the book's product page, simply click on the 'Send as a Gift' button, fill out the email address and follow the instructions to 'Save and Continue'. 

As you complete the payment process, on the basket page there is a link that says ‘want to send any of these as a gift?’ If you click this you can then specify who you want to send a book to and which ones, if any, you are keeping for yourself. You can choose one or more to gift, provide the email address of the recipient and we will place the books in their account once you’ve paid for them.

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Romance Rewards

 

How does the Romance Rewards programme work?

For every nine eBooks or audio books that you buy the 10th will be totally free! When you add a book to your basket the ‘order summary’ on the basket page will show you how many more books you need to purchase before getting one free. The discount on the free book will be shown in the ‘order summary’ section when you reach that special number 10! You will also be able to keep a running track on how close you are to reaching your Romance Reward in your customer account.

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General Questions

 

Can I transfer my old eBooks to my new computer?

Yes. We do not place restrictions on how many times you can download your books once you have bought them. So, if your computer crashes and you need to set back up on another device or computer, simply go to your account and re-download the books.


Can I print the eBooks or do you place restrictions on the files?

Yes you can. We do not place any restrictions on the number of times you can download your books or how you view your book. We even update your account when a new version of the book is created, so that you always have the latest version of the book.


How do I get technical support?

If you are having problems with the website then first may we apologise. We know it can be frustrating when a website doesn’t function as expected, missing pages and slow server response is particularly annoying but thankfully rare. When we are testing additional features on the website it doesn’t perform as expected 100% of the time. We try to carry out maintenance and improvements at times when we feel it would disrupt the least amount of users.

If you are having a problem with downloading a book or payment please contact our support staff.

If you are experiencing any other issues or have any other questions regarding technical support please contact our website support staff by following this link. Click on the following link to Email Support Staff with a general enquiry.

Thank you for your patience and we hope you aren’t affected.

 


Do you share any information with other companies?

No. We believe that profiting from personal information is wrong and so we guard our customers’ details like our own. Personal information is only ever used for the purposes of processing orders and combating fraud.


Why do I need to provide my billing address?

Your billing address is required by the company that validates your credit card number. This helps to protect you from unauthorised use of your card. For information on how we protect your personal information, see the privacy policy on the information page.

Furthermore, your correct shipping address is required if you purchase any print books otherwise you will not be able to receive your purchased books.


Why should I provide my telephone number?

Your telephone number is not mandatory but we request it for the same reason as your billing address. The payment and anti-fraud systems are more robust if a telephone number is included.

We will never pass on your telephone number to any third party except where it is absolutely required to combat fraud or ID theft.


What do I do if I lose my password to log in to my account?

There is a password reminder form on the customer login page. If you enter the email address you registered with us a reminder of your password will be sent there.


I requested my password but didn’t receive it.

There are two main reasons why you have not received your password.

  1. The email has been blocked

    1. Check your spam folder - occasionally legitimate emails are incorrectly flagged as spam

    2. Check that your Internet Service Provider isn’t blocking emails on your behalf - certain ISP’s provide an anti-spam service that can occasionally block legitimate emails.

  2. The email address on your account is incorrect - if you believe that this is the case then contact the support staff.


I am expecting an email but haven’t received it.

There are three main reasons why you have not received email from us.

  1. The email message has been blocked

    1. Check your spam folder - occasionally legitimate emails are incorrectly flagged as spam

    2. Check that your Internet Service Provider isn’t blocking emails on your behalf - certain ISP’s provide an anti-spam service that can occasionally block legitimate emails.

  2. The email address on your account is incorrect—if you believe that this is the case then contact the support staff: help@totallyentwinedgroup.com

  3. Check that you haven’t replied to our automated response mails and that you have addressed your query to help@totallyentwinedgroup.com

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Access By Minors Questions

 

Is this site suitable for all ages?

No. This is an adult site and only suitable for mature readers. If you are under the age of 18 please leave.



What are the terms and conditions for promotions on your websites?

We often run promotions on our websites, offering discounts across our products. Unless otherwise stated, promotions do not apply to Print books, Audiobooks, Pre Orders, Early Download or already discounted titles.

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Most Frequently Asked Questions

 

Can I order through multiple stores?

Yes. Browse and buy from any of our book stores, then checkout once and all of your books will be in your bookshelf..


Can I pay directly using my credit card?

You can pay by credit card without setting up a PayPal account by filling out the 'Pay with a debit or credit card' section on the payment page. Please note that due to restrictions in place by PayPal, there may be a limit to the number of guest checkout transactions you can place in your territory. Please contact PayPal if you would like to know whether you are affected.


Are all of my books in one account?

Yes, customer bookshelves now display all books regardless of store association. You can download or send to Kindle for all of your books, from whichever site you are logged in to.


How does the Romance Rewards programme work?

For every nine eBooks or audio books that you buy the 10th will be totally free! When you add a book to your basket the ‘order summary’ on the basket page will show you how many more books you need to purchase before getting one free. The discount on the free book will be shown in the ‘order summary’ section when you reach that special number 10! You will also be able to keep a running track on how close you are to reaching your Romance Reward in your customer account.


Where can I access my wishlist?

Sign into your account first. Under the ‘my account’ drop down menu (top right of the site) you will see a link called ‘My Wishlists’. You can navigate to your wishlists here and also create new ones. You can also access your wishlist from the book's product page, by adding a book to the wishlist by selecting the 'Add to Wishlist' button.

 


How do I send to kindle from the store?

Follow the instructions below to send books directly from your bookshelf to your Kindle device or app.

1. First, add @totallyentwinedgroup.com to ‘Your Kindle Approved Email List’ in your Kindle management page at Amazon.

2. Add the first part of your kindle email address in your 'Manage My Devices' area. Just add everything before the @ symbol in the text box. So, kindleaddress@totallyentwinedgroup.com would just be "kindleaddress".

3. You will then have the option to ‘send to kindle’ from your bookshelf.


What are the new features?

  1. Booklists - You can now search for your favourite new reads in our booklists, featured on the home page. A new way to discover your next read. Hand-curated by our editors, Booklists are stories grouped by a certain theme. If you aren’t sure of your next read then let our booklists help you with that.
  2. Your account tailored to you - Your account will now become the hub of your shopping list. Your account will remember your genre preferences and will automatically recommend new reads to you. There will also be plenty of tailored discounts to suit your reading desires which will be exclusively presented to you upon purchasing.
  3. Romance Rewards Programme - Our reward programme means that for every nine books you purchase, you’ll receive the tenth free!
  4. Blog - Our new blog will feature guest posts from your favourite authors, interviews with readers and reviewers (let us know if you’d like to get involved!), featured book posts, fun features and industry news.
  5. Send to Kindle - Send your books straight to your Kindle or other eReading device
  6. Gift a Book - Send the gift of a book to family & friends, or buy them gift vouchers. You can gift a book to someone you love from the book's product page.
  7. Romantic Book Deals - Bringing you the very best romantic book deals! Sign up and select your romance fiction preferences and we'll send you the best deals each week.

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This website is only suitable for mature readers. You must be over 18, otherwise we respectfully ask you to leave.