Frequently Asked Questions

Our transition to the new software began on July 7, 2025. We are making good progress with returning to business as usual, although some challenges remain.

After the planned downtime, orders placed are now being processed, invoiced, and shipped.

Here is an overview of our current status:

• Order processing for print books, eBooks, databases, and journals is largely working normally, with some restrictions due to bugs and errors with migrated data.
• POD books remain subject to delays.
• Journals orders are still subject to delays in shipment and access being granted.

Please note: the update is only for De Gruyter; Brill, V&R, Böhlau and other Brill imprints are not affected and ordering via ABS is still possible. De Gruyter print books can still be ordered via Ingram in the USA.

Due to the planned downtime, our Customer Service Team has a large backlog of orders and queries going back to July, which we are working through as quickly as possible. Please understand that we will answer your queries as quickly as possible. It would help us if you did not send reminders or follow-ups to initial queries.

As a customer, you will experience delays in the fulfilment of orders:

• Order processing
• Order fulfilment
• Invoicing
• Claims
• Cancellations
• Returns
• Refunds

This applies to both print and online products from De Gruyter.

Order processing for eBooks is largely working normally again, with some restrictions due to bugs and errors with migrated data. We are unfortunately not yet able to provide automated confirmation of access being granted, but please be assured that access is working.

The degruyterbrill.com webshop is now operating normally, with orders being invoiced and shipped as usual.

Products from Brill, Vandenhoeck & Ruprecht, Böhlau and other Brill imprints will remain available via their websites, and you will automatically be redirected to the right website for purchase. No delays are expected here.

Yes. Although order processing for eBooks is largely working normally again, you may still experience some delays and restrictions due to bugs and errors with migrated data.

Yes, but because of the switch, our Customer Service Team currently has a large backlog of orders and queries going back to July, which we are working through as quickly as possible. Please understand that we will answer your queries as quickly as possible. It would help us to reduce the backlog quickly if you did not send repeat queries and reminders.

Librarians: Please contact your regional sales contact.

Trade customers: Please contact your usual sales representative at De Gruyter.

Authors: Please contact your regular publishing / editorial contact at De Gruyter.

We apologize for the inconvenience. During the internal software change, payments may be delayed by about four weeks. We appreciate your patience. If your payment is delayed by more than four weeks, please contact your journal manager or editor at De Gruyter Brill.

As we transition to a new system, there may be temporary delays or disruptions in the delivery of metadata, MARC, and KBART updates for De Gruyter books, journals, and online resources. We currently expect this to continue until mid-September. We apologize for any inconvenience caused and thank you for your understanding.

To support ongoing publication activities, we’ve established a temporary process to ensure that metadata for newly released book titles is made available on degruyterbrill.com and to institutional customers.

If you have any questions, please don’t hesitate to reach out to your regional sales contact.

Please send all orders, inquiries and claims to Customer Service De Gruyter. You will receive a confirmation email with a ticket number.

Important: Please quote this ticket number on any further inquiries about your order.

You can reach our Customer Service Team Monday through Friday except on holidays. Incoming orders are processed within 24 business hours and inquiries within 72 business hours. Please note that responses may take longer than 72 hours if we have a high volume of inquiries.

For orders through our webshop, delivery is free of charge worldwide.

Handling usually takes a maximum of 2 days after order processing. After this the following terms that apply to delivery times can be found at www.dhl.de.

For further information on delivery times please see:
https://www.dhl.de/content/dam/images/Paket/GK/downloads/dhl-infoblatt-paket-international-laenderinfo-de-03-2022.pdf

As soon as the order has been processed by our invoicing system the ordered item will be transferred to the online account of the end user and notification will be sent out to the email-address specified in the order. The activation may take up to 24 hours after receipt of the confirmation. After access has been activated the purchased content will be marked with a Licensed Access icon and can be used on Degruyter.com.

For licensed access please send all your technical queries concerning the webshop or online access to our Sales Operations.

Books, eBooks and standing orders for book series:

• Title

• ISBN (please select the ISBN for the chosen format)

• Quantity

• Billing address

• Shipping details (if different from billing address)

• Full shipping address if using freight

• Email address for invoices, credit notes and other correspondence

Journals, Yearbooks, Databases:

• Title

• Print or electronic format

• Quantity

• Automatic or manual subscription renewal

• Purchase or subscription for databases

• Billing address

• Shipping details (if different from billing address)

• Full shipping address for freight

• Email address for invoices, credit notes and other correspondence

If you're ordering digital products for an institution or library you'll also need:

• The complete address of the end user

• Email address for access confirmation

• IP range

And if you're ordering a digital product as a private customer, we'll need your email address.

Books, eBooks, series (orders): DFÜ, Nielsen Book Data, EDIFAKT (trade book supply).

Journals, yearbooks (subscriptions): ICEDIS, agent to publisher format

• Wire transfer

• Check

• Credit card

To receive monthly statements electronically please send your email address to our accounting team.

• Two days after an account has become due the first payment reminder will be sent.

• If there is no response from the customer within 14 days a second reminder will be sent.

• If there is no response from the customer within a further 14 days a third reminder will be sent and a block will be placed on new deliveries.

• After a further 14 days without a response a fourth reminder will be sent and an attempt will be made to collect payment by telephone.

• If an invoice remains unpaid after the fourth reminder payment, a collection process will be initiated.

To receive monthly statements please send your email address to accounting@degruyterbrill.com.