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Frequently Asked Questions

1. MEMBERSHIP

What are the advantages of joining the loyalty program?

Better prices

The members of our loyalty program get 5% discount in stores and online (exceptions: promotions, eBooks, eReaders, periodicals and Gift Cards).

On your birthday week you get a 10% discount in all our stores, including online, (exceptions: promotions, eBooks, eReaders, periodicals, transport fee and Gift Cards). Birthday week discount is valid on your birthday and 3 days before and after.

Special offers

Member-exclusive offers are available both in stores and online. Information regarding member-exclusive offers is available in the newsletter. Browse online offers here.

Newsletter

Members of the loyalty program may subscribe to weekly newsletters informing of new products, events and promotions. Newsletter can be ordered in stores or online by entering your email address and clicking "Subscribe" at the bottom right-hand corner of the page.

Online archive and wish lists

Your online account keeps a log of your online purchases. All products may be added to wish lists and shared with others.

Membership and ID-card

To be eligible for discounts, please show your ID-card at the counter.

How can I become a member of the loyalty program?

Joining the program is free.

By signing up as a user of our e-store here, you are also siging up to become a member of the loyalty program. If you register via your Facebook account, e-store login will be just a click away.

Registration in stores requires an ID-card. Additional information from epood@rahvaraamat.ee or on (+372) 671 3659.

You are welcome to join us!

2. PERSONAL DATA PROTECTION

Why is the personal ID code required for joining the loyalty program?

The personal ID code is required for identification and in order to avoid duplicate accounts. Personal data processing terms are available here.

3. E-STORE AND PASSWORDS

Do I have to log in for shopping?

No, you don’t have to log in for shopping online. Just add items to your Basket, choose a delivery method, fill in the required fields and pay for purchases.

I have forgotten my username and password!

Should you not remember your password, click on “Log in” and thereupon on the link “Forgot your password?”. Write your e-mail address and then click on “Send a new password”. We will e-mail you a link, which will open a window where you can generate a new password.

4. E-SHOPPING

Stages of successful e-shopping:

Choose items.

Clicking “Buy” sends items to your Basket.

Your Basket is visible in the upper corner of the page where you can make changes in quantity or delete items.

Once your Basket is ready, choose a delivery method and enter your personal details.

Choose a suitable method of payment and pay for the items in the Basket. After making the payment make sure you click on “Back to the Store”.

Your order will be processed after we have received the payment.

5. METHODS OF PAYMENT

Which banks are eligible?

You can shop in our e-store if you use one of the following banks: Swedbank, SEB, Luminor and LHV.

We are using Swedbank Open Banking Solution. This is a new solution, which can initiate payments from the accounts held in SEB and LHV when transferring money to a bank operating in the same country by using the internet bank of Swedbank in Estonia. Even though you fill in the payment form in the environment of the Swedbank Internet Bank, the payment order will be executed by the bank that holds the account from which the payment was initiated. Why is such a change necessary? Banks have strengthened their privacy policies and in order to be more transparent in their transactions, such intermediary transfer pages are needed. Swedbank is working on future developments being more user-friendly and logical. We apologize for the inconvenience!

See further information on the Estonian Banking Association homepage.

For details on gift cards, scroll down.

Can I use my credit card?

Yes, you can use either VISA or Mastercard.

Can you bill me?

Bill payments are available only for contractual partners. You can become a contractual partner  here. Additional information: epood@rahvaraamat.ee

6. DELIVERY

How can I get my order in one to two hours?

Purchases will be delivered in two hours, if:

  • The product information includes a note „Kaup kätte kahe tunni jooksul“;
  • "Bolt courier service (only in Tallinn)" is selected as the delivery method;
  • the Bolt two-hour courier service is eligible in Tallinn daily 9AM-7PM

How can I get my order during the same workday?

Purchases will be delivered on the same workday, if:

  • The product information includes a note „Fast shipping“;
  • the order is placed on a workday (except Monday, if you choose SmartPOST) before 11:00;
  • SmartPOST or Omniva parcel terminals connected to the express delivery network of the respective service provider are selected as the delivery method.

Fast shippings are delivered for free if the cost of the order is over 29 €.

How can I get my order in 24h and free of charge?

Purchases will be delivered on the next workday, if:

  • all items are marked „Delivery” with the date of the next workday;
  • the order is placed on a workday before 14.00;
  • the delivery address is in Estonia.

NB! If one item in the Basket is marked “delivery 2-4 weeks“ (books in English delivered from abroad), the entire order will be delivered as one parcel between two and four weeks.

Free delivery applies, if:

  • The sum payable for the order is over 29 € and delivery is marked parcel terminal (excluding Pay on Collect method).
  • The order is delivered to any Rahva Raamat store, regardless of the sum payable for the order.

NB! If the sum payable for the order is under 50 €, then both the courier service fee and the delivery fee to a post office is 4.99 €.

What are the delivery fees?

  • Omniva delivers the order to a parcel terminal with a fee of 2.69 €.
  • SmartPOST delivers the order to a parcel terminal with a fee of 2.69 €.
  • The order is delivered to a post office of Eesti Post with a fee of 4.99 €.
  • ELS courier delivers the order with a fee of 4.99 €.
  • Bolt courier delivers the order with a fee of 4.99 €.
  • You can always pick up your order for free from any of the Rahva Raamat stores.

7. REPLACING AND RETURNING PRODUCTS

The Customer has the right to cancel the order and return the Products (digital Products, including e-books, cannot be returned) without providing a reason from the moment of placing the order and within 14 calendar days after receiving the Products. To cancel the order, email to epood@rahvaraamat.ee or return the order to the closest Rahva Raamat store. You can find more detailed Terms of Use here.

8. SEARCH

The online store has not stocked it or I can’t find the Product. How do I find out if and when I can buy it?

Please e-mail us at epood@rahvaraamat.ee or call (+372) 671 3659 on workdays between 09.00-17.00.

9. DELIVERY

How quickly will I receive my order if it includes items with different delivery date?

The Products with the delivery date of four weeks are delivered within 20 workdays. If your order includes items with different delivery dates (next workday, seven workdays and four weeks), it will be delivered within 20 workdays in one parcel.

I made a mistake in order data. What should I do?

Please send an e-mail to epood@rahvaraamat.ee describing the problem and citing the order number (WTxxxxxxx) or call (+372) 671 3659 on workdays between 09.00-17.00.

I didn’t receive order confirmation on my e-mail. What should I do?

First, check your spam folder – at times the order confirmation is located there. If that is not the case, then send an e-mail to epood@rahvaraamat.ee describing the problem and citing the order number (WTxxxxxxx) or call (+372) 671 3659 on workdays between 09.00-17.00.

I haven’t received any delivery information. What should I do?

Please send an e-mail to epood@rahvaraamat.ee describing the problem and citing the order number (WTxxxxxxx) or call (+372) 671 3659 on workdays between 09.00-17.00.

10. ORDERING ABROAD

Can I order abroad?

Yes, you can! For that you need to add the desired items to your Basket, enter the required address information and choose the country of destination from the list. Depending on the destination, delivery takes 7-30 workdays.

11. eBOOKS

How to order eBooks?

Read more about ordering eBooks here: https://www.rahvaraamat.ee/t/e-books/en

How can I download eBooks?

eBooks can be downloaded by clicking on the link e-mailed to you or by logging in the eStore and choosing the subsection "e-books".

We suggest you download them on your computer first, and then move them to eReader/ tablet/ smartphone.

What should I do if I cannot download the eBooks?

Please send an e-mail to epood@rahvaraamat.ee describing the problem and citing the order number (WT00xxxxx) or call (+372) 671 3659 on workdays between 09.00-17.00.

E-books cannot be returned. Rahva Raamat does not pay refund for e-books. Rahva Raamat is not responsible for the damage resulting in the malfunction of personal devices.

12. eCOUPONS AND eGIFTCARDS

How can I use eCoupons?

eCoupons give you certain discounts on certain terms (for example for some Product category, for a certain period of time, or for a certain quantity). eCoupon discount is not applicable to delivery fees or Products not specified in the terms of the eCoupon. For example, the eCoupon giving a 10% discount on vinyls cannot be used for other items in the order or the Omniva courier fee. Only one eCoupon can be used per order.

What is the difference between eGiftCards and Gift Cards (on paper)?

eGiftCard can be bought and used online only. The Gift Card on paper can be bought and used both from all Rahva Raamat stores and online. You may find more information of Gift Cards here.

How can I buy eGiftCards?

To buy an eGiftCard:

1.You can find eGiftCards here:  https://www.rahvaraamat.ee/c/e-giftcards/7/2/en

2.You can then choose the value of your eGiftCard between €1-100, enter the name of the recipient, their e-mail address, your personal message and choose a picture for the card.

3.Pay for the eGiftCard and it will be sent to the e-mail provided by you.

NB! eGiftCards can only be used in Rahva Raamat’s online store.

How can I use eGiftCards?

They are very easy to use:

1.Go to our online store www.rahvaraamat.ee .

2.Choose items and add them to your Basket (you can choose anything, including eBooks).

3.Under the list of items in the Basket you can enter the id-code of the eGiftCard.

4.Add the code and click on "ENTER".

eGiftCard is valid for one order. If the sum total of the Basket is above the value of the eGiftCard, you can pay the difference through bank link or with a credit card. If the value of the eGiftCard is bigger than the sum total, the difference will not be compensated. Order confirmation will be e-mailed to you. eGiftCards are valid for one year. 

NB! eGiftCards can only be used in Rahva Raamat’s online store.

Where can I buy Gift Cards?

Gift Cards (on paper) can be bought both online and in stores.

Online:

1.You can find the Gift Cards here:  https://www.rahvaraamat.ee/specialList/view/en?id=15787

2.Thereafter choose the value for the Gift Card - €5, €10, €30 or €50 – and the delivery method, enter required information and pay for the purchase.

3.The Gift Card will be sent to the address provided.

NB! Gift Cards can be used in all stores, online, in all Rahva Raamat cafés and in the restaurant Literaat.

How can I use Gift Cards?

Gift Cards can be used in all Rahva Raamat stores and online. Gift Cards are valid for one year. If the sum total of the purchase is above the value of the Gift Card, you must pay the difference. If the value of the Gift Card is bigger than the sum total, the difference will not be compensated. Gift Cards cannot be returned or exchanged for money.

Gift Card is valid for one order. 

What do I do if I am buying online and an error "This discount code is not active. Please check the code!" pops up after entering the Gift Card code?

If something goes wrong with using the Gift Card(s) (e.g. the internet gets disconnected, you decide to change the Products in your Basket), then the Gift Card(s) will become active again after two hours.

If you still cannot pay with your Gift Card(s) after two hours, then please send an e-mail to epood@rahvaraamat.ee describing the problem or call (+372) 671 3659 on workdays between 09.00-17.00.

13. PROMOTIONS AND DISCOUNTS

Where can I find information regarding promotions and discounts?

There are always several good offers in our online store.

All current promotions are available here: https://www.rahvaraamat.ee/o/1/2/en

What is a “Student Tuesday”?

Every Tuesday, all members of the loyal customer program who have an ISIC / ITIC card are entitled to a 12% discount. This discount does not apply to promotions, eBooks, eReaders, periodicals, delivery fees and Gift cards.

14. NEWSLETTER:

What is the newsletter?

All members of the loyalty program can subscribe to the biweekly newsletter that informs of new products, events and promotions.

How can I subscribe to the newsletter?

The Newsletter can be subscribed by all loyal customer program members who have given Rahva Raamat their e-mail address and expressed their relevant wish. If you are not yet a member of the program, enter your email address and click "Subscribe" at the bottom right-hand corner of the page.

The newsletter can also be subscribed to in stores.

Klienditugi

Kõnedele vastatakse E-P 8-21
+372 671 3659

Kirjadele vastatakse E-R 9-17
epood@rahvaraamat.ee

Become a loyal customer

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