Frequently Asked Questions

Product

What do the books look like?

The books are perfect-bound paperback novels. They look exactly like any best-selling novel, the only difference is that they have been personalised to include you as the star of the story.

Our books are the same size as a conventional paperback, measuring from 17.8cm H x 10.8cm in size, and a choice of two different coloured covers are available for some of our romance novesl, allowing you further scope to personalise your story.

The U Star Novels print production team has researched every element of book manufacturing to make sure our products are delivered with exceptional quality and stunningly finished to be enjoyed for many years to come.

How long are the novels?

Our Romance Novels number 150 to 180 pages, depending on the title. 

Our Classic Novels number 120 to 540 pages, depending on the title
 

Will you be launching any more personalised romance novels?

Yes. We are constantly working with new writers to develop a series of personalised romance novels and personalised classics. If you would like us to notify you when new books become available, you can subscribe to our mailing list by clicking here. 
 

How 'steamy' are the love scenes in our romance ?

In our romance novels the sexual tension and excitement builds with each encounter between our heroine and hero. We have developed the U Star Lovin-O-Meter that will help you determine what book would be most suitable for whomever you are purchasing for.

Whilst the books are about two people who are in love, it is natural that they will make love in the story. Please carefully check the rating assigned to the book you are interested in before purchasing.

Is there a customer satisfaction guarantee?

All of our products are backed by a 100% customer satisfaction guarantee. If you are unsatisfied with the product for any reason, you may return it for quality adjustments or for a full refund. To read our returns policy, please click here. 
 

Ordering

How do I place an order?

Ordering online is the easiest, most convenient and accurate method of processing your request.

Upon selecting your desired novel, you must then chose the cover you would like and spend 5 minutes filling in the questions for the book you have chosen to provide us with the details we require to personalise the story for you.

The books are produced with the answers that you provide, exactly as you entered them. As such, we strongly encourage you to carefully check the spelling in the questionnaire form before you submit an order - this includes proper capitalisation of names and locations. We will not be able to refund your purchase as a result of spelling errors.

What if I don't have an answer to a question?

We hope you can answer every question required however, if you are having trouble, there is a help section next to each question which will provide you with some suggestions for your answers. If you can't remember or don't know all of your character's details, there are some defaults in place, alternatively, why not get creative and make some up!

If you do get really stuck, you could always purchase your special someone a U Star Novels Gift Voucher so that they can fill in the questions later.

Will I receive notification of my order?

Yes. Each order placed via our website has an order reference number which will be sent in a confirmation email from our Customer Services team. 
 

How can I check the status of my order?

You can check the status of your order at any time by contacting Customer Services on email or by phoning us directly on +44 (0) 208 614 6816 . Please have your order reference number available to expedite your call. We will be on hand to assist you from 9:00AM to 6:00PM , Monday through Friday. 
 

What payment methods do you accept?

U Star Novels accepts the following: Visa, Visa Electron, MasterCard, American Express, Delta and U Star Novels Gift Vouchers. Unfortunately we do not accept personal cheques due to the extra processing time required to allow the payment to clear. Your order will not ship until your payment has been successfully processed. 
 

When is my credit card charged?

Your credit card will not be charged until production on your book actually starts.  

Are my personal details and payment information secure?

Absolutely. All transactions are performed using industry standard SSL secured connections. Our server uses SSL (Secure Socket Level) encryption. SSL ensures that the transmission of your transaction is safe and secure. Please review our Privacy Policy for more information. 
 

Can I cancel an order?

Yes. You may cancel your order at any time up until the moment production starts on your book. You will be advised on your order confirmation email from our Customer Services team as to when production will start on your order. To cancel your order, please have your order reference number available and contact us on +44 (0) 208 614 6816 or by email . 
 

How long does it take for a book to be processed and delivered?

Each book is individually made and will be delivered to you within 7 working days of receiving your order. 
 

How much does a personalised book cost? Do you ship outside Australia?

Our range of novels are available from $29.95 + shipping and handling. Shipping via Australia Post delivery service. If you would like to use one of our other shipping options, the cost of these services are detailed in delivery & returns.

We will happily ship worldwide, please contact us with your requirements on email or on +44 (0) 208 614 6816 and we will provide you with the cheapest possible shipping option we can find to have your novel delivered.

Can I have the book shipped to an alternate address?

YES! During the checkout procedure we have provided a place for you to specify the address where you would like the book delivered. 
 

Does the personal information appear throughout the book in bold as it does in the examples on the website?

No, it appears in regular text like the rest of the book. We just use bold on the site to demonstrate how the books work. 
 

Shipping

Do you ship outside of Australia?

Absolutely. Our order forms are designed to accommodate international orders. If you experience any problems, please do not hesitate to contact us for assistance with your order. You may email us or phone our Customer Services Department on +44 (0) 208 614 6816 . 
 

How long can I expect to wait before I receive my book?

Each book is custom made to your specification and generally takes 7-10 working days to produce, sometimes sooner.

Please bear in mind that these are just guidelines, and in busier times, your order may take longer to process, but we will advise you by email if your order will take any longer than 7 working days to arrive.

What if I need my novel immediately?

We try our best to accommodate the needs of our customers. Please contact a member of our Customer Services Department on +44 (0) 208 614 6816 to make arrangements. Additional charges may apply. 
 

Returns

What is your return policy?

The very personal and custom nature of our books prevents us from offering refunds for books that have been produced for you. However, your satisfaction is our top priority. If the item is faulty or the personalisation is incorrect due to our error, we will gladly replace it at no charge to you.

The books are produced with the answers that you provide through our online order forms, exactly as you entered them. As such, we strongly encourage our clients to carefully check the spelling in the order form before they submit an order - this includes proper capitalisation of names and locations. We will not be able to refund or replace your purchase as a result of your spelling errors.