Request items from the library

1. Login to your library account
2. Once logged in, search the online catalogue for the item you are interested in.
3. Click on the title you wish to request. The screen will update to show the item's details.
4. Choose the format of the item (such as book, eBook, eAudiobook). Please note: DVDs can only be requested from copies held in a Surrey Library and not from copies held in other Library Authorities in the Library Consortium (TLC).
5. Use the left and right arrow buttons beneath the details to select the correct edition of the item (such as hardback, paperback, large print).
6. Use the 'place reservation' button. If you are not already logged in to your library account, you'll be asked to do that now.
7. Use the drop-down menu under 'pickup location' to select the library that you want the item sent to.
8. Click 'place reservation'.
9. A message displays confirming the fee. See our charges for requested items.
10. Click 'OK' to continue.
11. A box appears confirming if the reservation was successful.

See our charges for requested items.

We try to fulfil your request as quickly as possible.

Unfortunately, we can't estimate a delivery date when you make your request. The time it takes will depend on:

• if a copy is available immediately – you may need to wait for another member to return the item if they are currently borrowing it.
• if there is a waiting list for the item – your request will be added to the waiting list.
• where the item is located – transferring an item across the county will take longer than between adjacent libraries, for example.

Please speak to a member of staff if you would like a better idea of an item's availability.

You can use our stock suggestion form to tell us about any items you would like added to our stock.

• It is free to make suggestions
• We consider all suggestions, but we won't necessarily use them all.
• We can't reply to any suggestions for new items

If you decide you want to cancel a request for an item, you can do this in your online account:

1. Login to your library account
2. Once logged in, on the My  Shelf tab, scroll down to My Reservations and click on the title you want to  cancel.
3. Click 'Cancel'.
4. Click 'Proceed'.
5. You will get a confirmation message on the screen: 'Your reservation has been cancelled successfully'.

The system will not automatically remove associated request charges or refund  charges you have already paid.

If the item status had already become  'in transit', (meaning the item was on it's way), or available for collection, you are not eligible for a refund, and you will still need to pay any outstanding charge for this request.

If the status of the item was 'pending' then you are eligible for a full refund.

• If you have already paid the charge, you will need to contact staff in your local library to receive a refund.
• If you have not paid the charge, then you can either visit a library or contact the Library  service by email to libraries@surreycc.gov.uk to arrange for the charge to be removed from your account.