Order and collect

From Monday 24 August, residents who love books and reading, will be able to take advantage of a new library service initiative called ‘Order and Collect’.

How does Order and Collect work?

You can order items in one of three ways:

1. Complete and submit the Order and Collect application form

2. Log in and visit the Library Catalogue. Here you can place a hold on individual titles.

3. Or if you prefer, you can contact us on one of the following numbers where a member of staff will complete the form on your behalf:

Monday to Friday, 9am to 1pm and 2pm to 5pm

• 07523 931965
• 07523 931969
• 07713 399806

Monday to Friday, 4.30pm to 6pm and Saturday 10am to 3pm

• 07523 931956

4. Your application will be assessed by the library team and your collection prepared.

5. We will call you to let you know that your books are ready and arrange a collection date and time with you.

6. To return your books, place them in the Return Book Bin which will be situated at the entrance to the library. This can be done at any time during opening hours or when you pick up your next collection.

Please note that Order and Collect is only available via this process.  You will not be allowed to access the library unless you have been contacted by library staff to collect an item or you wish to use the Return Book Bins. 

Which libraries can I access this service?

The Order and Collect service is available at all libraries in the Caerphilly county borough.

Is Order and Collect safe?

The Order and Collect programme complies with current health and safety directives.  

All items of stock are quarantined for 72 hours prior to your collection and are quarantined for 72 hours on their return.

How do I check books out?

Your books will have already been checked out to your library account and will be ready for collection. We kindly ask that you bring your own bag although we will be able to provide a reusable bag on request.

Where do I collect my books?

When we contact you to let you know your books are ready for collection, you will be given a designated date and time of pick up. Simply arrive at the entrance of the library you have chosen as your pick-up library at the time and date given, and a staff member will guide you through the process.

How long do I have the books for?

Books will be issued for the normal three week loan period.

Can I renew items?

Items can be renewed as normal via your online library account or via telephone by contacting your designated pick-up library. Customers are reminded that you will not be able to renew any items that are subject to another reader’s request.

Can I request a specific book?

Yes. However, you can only currently request a book from an Order and Collect participating library. Requests can be made via the online service or through the Request Slip service however please note that our full library stock will not be available to browse online.

Requests for items will take longer than normal to become available due to the need to quarantine books prior to issuing them. We ask that you are patient with us during this time.  When your books are ready for collection we will contact you.

Library stock request services are now available. Please ask a member of staff for more details.

Is there a limit to the number of books I can borrow?

Yes, during this time we will be restricting library customers to eight items per issue. We will return to the full loan limit of ten items as soon as possible.

Can I just return my books?

Yes, Return Book Bins will be provided outside our open libraries. You may put any returned items into these bins. You will not be able to enter the library at this time. We ask that you do not remove any items from the Return Book Bins.

What if I have outstanding fees?

No fees and charges will have accrued on customer account for the period of time libraries have been closed due to the COVID19 pandemic. Any fees or charges accrued before this time will be implemented once normal service is resumed. Please do not worry if you owe fines. 

Can more than one member of my family book slots?

Slots are bookable by individual library members, therefore each member within a household can book a selection slot. When you come to the library to collect items, we ask that as few people from the same family attend at the same time. However, we do understand that personal circumstances may mean that you may need to be accompanied by one of more family members.

Can I use any of the other facilities the library offers?

No, not at the moment. As restrictions loosen, we hope to gradually re-introduce other services.

Will I need to queue?

Customers will be given a specific time to collect items but you may need to queue for a short while outside the library if you arrive early. We ask that you observe social distancing rules and respect the library staff who may need to ask you to take your place in any queue.

What do I do if I miss my collection time?

If you miss your collection time, library staff will not be able to serve you and a new collection time will need to be booked. In order to observe social distancing and to keep staff and library members safe, we will need you to keep to the pre-planned schedule. If you have missed your slot please speak to a member of staff on duty, whilst observing social distancing, who will be able to advise you.

I have reserved items at the library that require collection

Prior to the closure of the library, you may have received a message from us letting you know an item you have reserved is now available for you to loan. These items are still available for you and library staff will be contacting you to see if you still wish to receive them. If you do, then they will arrange a collection date and time with you.

The library service and staff appreciate your co-operation and understanding during this very difficult time.  We look forward to seeing you and hope to be able to open our doors to residents as Welsh Government restrictions are lifted.