Ask us! Services – FAQ

Orders from the repositories, including newspapers and magazines, are kept ready for collection for a period of six days. Pre-ordering requests and reservations twelve days.

Yes, it usually takes two to three working days and costs 3.50 euros per media item; only 2.50 euros for media from the repository. You must have a valid Verbund der Öffentlichen Bibliotheken Berlins (VÖBB) library card; simply place your order at www.voebb.de. Select "delivery to my home address" as the collection location. The due date will be shown on the receipt for the item(s) borrowed, which you'll find enclosed with the package. Items can be returned at all VÖBB libraries in person (fees may apply), or by post as a return to the lending library.

If you have entered your mobile phone number or email address in your library account, you will receive a text message or an email when something is ready for you to collect. If you have not entered any other contact details, we will notify you by post. You can enter or update your mobile phone number/ email address in your library account yourself under "Email/SMS".

If a media item is currently not available, we will notify you of this in your library account under "messages". We will also send you an email, provided you have entered an email address in your account.

You can extend the loan periods yourself at the library, at the OPACs desks or at the self-service terminals. You can obtain proof of renewal showing the new loan periods only at the self-service terminals. You can also manage your library account and renew media online at www.voebb.de.

You can extend the loan period twice, provided no one else has reserved the item, and your library account has not been blocked. You can borrow media you have already renewed twice again from any VÖBB library. Please bring the media to the library with you. However, this does not apply to: media from the "Theme Room" and bestsellers, tablets, e-readers and interlibrary loans (interlibrary loans can always be renewed only with reservation. We reserve the right to shorten the loan period at any time if the other library objects to the renewal or the item has to be returned to the other library due to a reservation.)

The loan period can only be extended halfway through the current loan period. The new loan period starts on the date of renewal.

Items can be returned at the self-service returns machines located in the entrance areas of both branches. You can return your media around the clock at the 24/7 self-service returns machines (located on the exterior walls of both branches).

The following media can be returned only at our service desks (returns possible only during the service desk opening hours): Interlibrary loans; items from the "Artothek" and "Library of Things" collections; media unsuited to automated processes and labelled accordingly; e-readers and tablets.

Please note: If the 24/7 self-service returns machines are unavailable for technical reasons, meaning that they cannot be used for returns, we shall not be liable for the fact that this may potentially make a return overdue.

Only returns at the library that owns the item are free of charge, although both ZLB branches count as one library when it comes to returns. Returns made to another library incur a 1 euro carriage fee. The fee is charged per media item.

If you have entered your email address in your library account, you will receive a reminder email two days before the due date. Please note that this is an additional service provided by the library, and that any fines potentially due for overdue media items will not be waived if you do not receive such an email.  

Enter email address in account Log into you library account at www.voebb.de and click on "Email/SMS" there to enter your email address.
 

A fine will charged if the item is already overdue on the date of renewal / return. This fine amounts to 0.25 euros per calendar day and media item; children and school children will be charged 0.10 euros. Please note: The respective amount will be charged to your library account once the media item has been returned. Your user account for loans from the ZLB will be blocked once you owe 10 euros in fines.

Please contact us so we can initiate a search order. We will check whether the media item is back in place within six weeks. 
a) The media item is found: In that case, we will immediately remove the fine from your account. You will not be notified.
b) The media item is not found: After a search period of six weeks, we unfortunately have to assume that the media item is either still in your possession, or that it has been lost whilst in your possession. In that case, you must replace it. The search order is automatically turned into a lost media item.
c) You later find the media item at home, after all. In that case, you should return it as soon as possible.

What about the loan period date and the fines?
In the event of a) and b), a fine will only be due if you have asked for a search order after the end of the load period. In these cases, you will be charged the fines due until the date on which you requested the search order.
If you eventually find the media item at home after all, the original loan period date applies. If this date has already passed, you will be charged the same fines as the fines that are due for any overdue items.

Damaged media items can always be returned only at the library that owns them. Please bring the damaged media item with you. We will then record a media item loss.
Please notify us of lost media in person, via email to info@zlb.de or by calling the service hotline

We will write to you within two weeks with all of the information you need to be able to purchase a replacement item. Please do not purchase a replacement without this information, as the library may have strict requirements with regard to a specific volume and edition. You then have around four weeks time to purchase a replacement and return this to us. If this time frame is too short, or if the required item is no longer available, simply let us know by contacting the department that wrote you the letter. The period may then be extended and/or another item may be specified as a replacement.

What are the costs?
(Variable) cost of the replacement purchase, 2.50 euros for the replacement of the RFID tag, 15 euros administration fee (only payable if you do not supply a replacement)
All fees will not be charged to your library account until the media item loss process has been completed. Again, the following applies, as it does to a search order: If you eventually find the media item at home after all, the original loan period date applies. If this date has already passed, you will be charged the same fines as the fines that are usually due for any overdue items.
 

At both branches, the magazines are arranged according to subject. The current volume (in the case of newspapers, usually only the current edition) can be found in the open access area; older volumes and editions are kept in the repositories and have to be ordered. All volumes that are older than five years are kept at the Berlin Public Library (BStB) repository.
Bound magazine and newspaper volumes can be ordered via the catalogue. Under media type, select "Magazine/newspaper".

1.    Search using the magazine title or the ISSN number.
2.    Follow the links to editions or volumes.
3.    Select the edition or the volume you are looking for and proceed with the order as usual.
If no volumes are shown as available to order, these can be ordered only by placing an internal order. In that case, please write us a short email, or call our service hotline.
 

The respective charges are set out in the Federal State of Berlin public library regulations and fees and charges policy (BÖBB). Charges not set out in the BÖBB may be due for additional service offers. These are charges for carriage and orders as well as interlibrary loans.

Carriage charge for returns to all Verbund der Öffentlichen Bibliotheken Berlin (VÖBB) libraries €1
No charges for carriage between the Zentral- und Landesbibliothek Berlin (ZLB) branches American Memorial Library (AGB) and Berlin Public Library (BStB)

Successful reservation or pre-orders from the open access area
Collection in person €1
Carriage to any VÖBB library €2
Home delivery €3.50

Successful order from the ZLB repositories
Collection in person free of charge
Carriage to any VÖBB library €1
Home delivery €2.50

Successful order of an interlibrary loan on collection
In person from a ZLB branch (including media that may only be used on site) €2.50
In person from a VÖBB library (that is not a ZLB branch) €3.50
Service charge for unsuccessful interlibrary loan order €1.50
Return carriage of interlibrary loan media items from VÖBB libraries €1
Free of charge from ZLB (AGB and BStB) branches

You can view all of your unpaid fees and charges, including a detailed list of the individual items, under the tab "My Account --> Fee account" (except the library card charge).

In person at the pay station or at the self-service machines with a debit card, online or via direct debit. (Please note: as it can take up to fourteen days for payments to be credited to your library account, we recommend using another payment option for any fees and fines owed that may lead to your library account being blocked.)

In your user account on www.voebb.de, you will only see the payment section in the event of outstanding fees and fines, or if you can renew your library card. 

If you want to pay your outstanding fees and fines, you can do this via the button "go to payment". This leads to another page where the fees and fines due are listed, and where you can select your preferred payment option.

Payment methods:

• Credit card (Mastercard or Visa)
•  SEPA paperle

You can also pay your ZLB fees and fines via direct debit. However, as it can take up to fourteen days for payments to be credited to your library account, we recommend using another payment option for any fees and fines owed that may lead to your library account being blocked.

Stiftung Zentral- und Landesbibliothek

BIC: BEVODEBB

IBAN: DE91 1009 0000 5708 920012

Bank: Berliner Volksbank eg.

Reference: ZLB/AGB 1420 plus library card number

A screen reader and a computer with the software "Zoomtext", which has been developed especially for people with visual impairments, are available at both branches.

The programme makes it possible to individually adjust the computer screen in order to adapt it to various visual impairments. There is also a voice recognition programme.

Users of the computers for the visually impaired can search the catalogue and the database, as well as research online. The computers may be used by anyone with a valid library card aged fourteen and over. Each individual session per computer is limited to two hours.