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FAQS Click and Collect - Trust

Important message

COVID-19 update: Our venues and services are closed until further notice. Our online fitness classes continue on our Facebook page.

Our eBook and digital magazine collections remain available online.

FAQS Click and Collect

All our libraries and our Click and Collect service are closed until further notice

Click and Collect Frequently Asked Questions:

Q. What is Click and Collect?

A. Click and Collect is a new way of offering you library books while library buildings remain closed to the public

Q. How do I request this service?

A. Click and collect can be booked via our website or by contacting the library.

Q. What measures will be taken to minimise risks

A. All library books returned by customers will be quarantined for 72 hours. Once your books have been selected and issued on the library system, they will be placed inside a bag ready for collection day. Library staff will not handle the books again. On collection day staff will place your bag of books at the designated collection area for you to pick up and the recommended distancing will be in place.

Q. If I or someone in my family develop Coronavirus symptoms, can we still use the service?

A. No- if you or anyone in your family develop symptoms please do not use Click and Collect or return any library books until you have self-isolated as per NHS advice.

Q. Can I return books?

A. Yes- each Click and Collect location will have a returns box at the main door for customers to return library books. The books will remain quarantined for 72 hours before they are discharged from your library card.

Q. What happens if I am unable to collect my order at my allocated time?

A. Please contact your pick up library as soon as possible, so that we may organise an alternative pick up time.

Q. How many books can I borrow?

A. Click and Collect bundles will be made up of 3 books for adults and 5 picture books/ children's books. We will monitor demand and we will increase when we can.

Q. How long can I borrow the books for?

A. Books can be borrowed for 3 weeks and can be renewed. We will automatically renew books for customers for the foreseeable future.

Q. Can I order books for my children?

A. Yes, you have the option to select bundles for up to 3 children. If you require more, please complete an additional form or contact the library.

Q. I asked for a specific title but received a different title- why?

A. We will not be moving books between different libraries as we would normally do to satisfy customer requests for the time being. We are only able to select books from the library you chose as your collection library. Where we can't provide a specific title you have requested, we will substitute for a similar title/author. *Please note that books published March 2020 onwards will not be available until normal delivery from our suppliers resumes.

Q. I have a reservation waiting for collection that I was unable to pick up during library closures- will this still be available?

A. Yes- we will contact customers who have reservations awaiting collection at each operational Click and Collect library to offer them a collection day and time. If your reservation is at a library that has not yet started Click and Collect, your reservation will remain until that library begins Click and Collect and we will contact you at that point to arrange collection.

Q. Can I have someone else collect on my behalf?

A. Yes, please let library staff know this when they call you to confirm your collection date and time.

Q. Can 12 years+ borrowers complete a form  for themselves?

A. Yes, borrowers 12 years + can complete the form as long as the contact telephone number and email fields are completed as staff need to confirm collection day and time.There is an option for Teen fiction.

Q. How quickly will I get my books?

A. We will aim to provide you with the next available slot on your preferred day within 1 week.  Please note that due to limited staffing and high demand this may change. We appreciate your understanding.

Q. How many times can I request this service?

A. To allow as much of our community to access this service as possible, we ask that you only use this service once per week. 

Q. Can I cancel my order after I have submitted the form?

A. Yes, please contact the library if you no longer wish to collect your books as soon as you can.

Q. I am partially sighted/ registered blind- can I request large print or audiobooks?

A. Yes- if you would like large print or audiobooks, please either specify this on the order form under 'Specific Requests' or contact the library and staff will complete your order for you, noting your preference for these formats. Note- large print/ audiobook collections are smaller so we will do our best to meet your request.

Q. When is my local library likely to reopen or start operating Click & Collect?

A. A roadmap for libraries has been published here and you can also check each individual library's page on this website.

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