Frequently Asked Questions

Opening Hours

What are your regular business hours? (March to November)

During the year (March to November) we are open:
Monday to Friday 9:00AM – 5:00PM

What are your Summer trading hours (December, January & February)?

During Summer we have the following extended trading hours:
Monday to Friday 9:00AM – 5:30PM
Saturday 9:00AM – 12:00PM

Stock Availability

Can I check to see if you have a book in stock?

Yes. You can check a product’s availability either on our website or by contacting our store. To search for a product online, simply browse our categories or search by title or ISBN (if known). If an item is listed as Limited Stock, please call our store in advance to check availability.

Can I reserve a book for collection?

Yes. We can reserve a book for you for 5 business days without pre-payment.

Note: We do not reserve full booklists over the phone.

Can I reserve a second hand book for collection?

Yes. Second hand books can be reserved for 5 business days without pre-payment. Note: We do not reserve full booklists over the phone.

Online Orders - General

Troubleshooting

We recommend using the following browsers to make an online order through our website:

- Google Chrome
- Safari
- Firefox
- Microsoft Edge

The following browsers are obsolete and are unsupported:

- Internet Explorer

We recommend updating to the newest version of Microsoft Edge (previously Internet Explorer).

Online Orders - Postage & Delivery

How much is postage?

Postage varies between $7.95 (for 1 or 2 small items only) and from $11.95 (for larger orders.

Occasionally we will have special postage discounts or offers eg. Free postage on Booklist Orders. These will automatically be applied at checkout and may change without notice.

How long will my order take to be dispatched?

We process orders every business day and if your books are in stock, they will generally leave our warehouse within the following timeframe:

February to October: Allow up to 2 – 5 business days

November to January: Allow up to 15 business days

During our Back to School period (November, December & January) you may experience some delays receiving your order due to the influx of parcels received by Australia Post. However, most orders are sent as soon as we receive them. Click here for current delivery timeframes.

How will my order be sent - will there be tracking?

Our parcels are sent via Australia Post. Most orders within Melbourne Metropolitan area, are sent via Express Post. You will receive an email and SMS from Lilydale Books once your order has been sent.

Tracking details will be provided in a separate email from Australia Post. You will also receive notifications via SMS* and an email updating you on the progress of your delivery. If you have multiple orders they may be shipped at different times. This will be indicated by multiple tracking numbers.

*Please note: not all areas receive this SMS service.

What happens if I am not home when delivery is attempted?

Australia Post will attempt to deliver your parcel at your address. If you are not in attendance when delivery is attempted, you will receive a collection card. The parcel will be sent to the closest Australia Post outlet for later collection.

Australia Post will not attempt to redeliver the parcel.

We do not allow Australia Post to leave parcels unattended for security reasons. We do not want your parcel to be delivered to the incorrect person, misplaced or stolen.

What happens if I provided an incomplete or incorrect address and the parcel was returned to sender?

If an incomplete or incorrect address was provided when you placed your order, the parcel will be returned to us via Australia Post. Once the parcel has been returned, Lilydale Books will get in contact with you.

If this occurs, you can choose to have the parcel resent with the correct address. This will incur an additional postage fee.

If we have not heard back from you within 7 business days the order will be cancelled and refunded, less the postage fee.

Lilydale Books incurs a ‘Return to Sender’ fee from Australia Post. This is on top of the postage that is already incurred when the item is shipped. It is in our best interest to send items to the correct address. We make all possible attempts to ensure parcels are delivered correctly.

If you realise there is an error with your address after submitting your order please contact us at info@lilydalebooks.com.au with the correct the address. If we have not already sent the parcel we will amend the details accordingly. If you have paid via Paypal and the address does not match we will not be able to amend your address.

What payment methods do you accept online?

We accept payments via PayPal or PIN Payment (Mastercard or Visa).

We do not store any credit card details. Our website uses a secure standard industry payment system with SSL security encryption certification. You can rest assured that it is safe to use your credit card on our website.

I need to return an item I ordered online. What can I do?

If you need to return an item that was purchased in error, please return the book to us within 21 days along with your receipt, ensuring adequate packaging so the book is not damaged.

Once we have assessed the book and determined it can be resold, you will receive a refund, less original postage. If the book is received damaged, it will be returned to you at your cost.

Please DO NOT refuse the parcel upon delivery. Lilydale Books does not cover the return postage cost. It is up to the customer to cover the cost of returning an unwanted item. If you refuse the parcel, we will deduct the cost incurred to return the parcel from your refund ($12.00).

If you incur double delivery fees for a student enrolled in a subject at a different year level eg. A Year 10 student studying a Year 11 subject?

If you incur additional costs for delivery (either school, store or home delivery) for the same student that is enrolled in a VCE subject we will automatically refund you any additional fees incurred.

These orders must be completed together in order for us to process a refund. Refunds usually take 5 to 10 business days to process.

Do you ship outside of Australia?

We ship to all Australian states – Victoria, Western Australia, Northern Territory, Queensland, New South Wales, South Australia & Tasmania. However, we do not ship outside of Australia.

Online Orders - Click & Collect

Can I collect my online order from the store?

Yes. We offer a Click & Collect service which means you can pre-pay for your order online and collect it from the store.

How long does Click & Collect take to be ready?

Online orders take a minimum of 2 hours to process in our system. We endeavour to have most orders ready within 2 – 5 business days.

You will be notified via SMS and email once your order is ready for collection. Do not come in store to collect your order/s until you have received the notifications. If you have multiple orders you will receive multiple notifications.

Once you have received your notification/s, come to the store with your LB Order Number and identification e.g. Driver’s License or Medicare Card.

For a speedy service, head straight to the Priority Queue to collect your order.

Is there a priority queue for Click & Collect orders?

Once you have received your notification that your order is ready, come in store and head straight to the Priority Queue to collect your order.

Do I have to create an account to place an order?

You do not have to create an account to place an order online, it is optional.

Can I check the status of my online order?

You will be notified by Lilydale Books via SMS and email with any order updates, such as order confirmation, dispatching, tracking details etc.

What if there is an item out of stock?

You may receive a partial notification for your order e.g. 3 out of 4 items are ready for collection. You will be notified again when the remaining item/s are ready. You are welcome to collect the available items and the remainder when you are notified.

What if an item has a late publication date?

If an item is out of stock due to a late publication date, it will remain on order for you and you will be notified via SMS and email as soon as it becomes available.

If the item is for a student attending one of our partnering booklist schools, we can arrange for the item to be sent to your student’s school when it becomes available at no additional charge.

Can I order second hand books online?

All books supplied for any orders placed online will be new. A website dedicated to a selection of our second hand books will be coming soon!

Please note:
We generally do not ship second hand books. Everyone’s perception of second hand is different, therefore second hand books must be viewed in store before purchasing. If you would like to enquire about a specific title, please call us on (03) 9739 6186. We can reserve a second hand book for 5 business days without prepayment.

Booklist Orders

My booklist is through a different supplier, can I order through Lilydale Books?

Absolutely! If you attend a school such as Yarra Valley Grammar, Norwood Secondary College, Aquinas College etc. and your booklist is through another supplier (such as Campion) you are still able to purchase books and stationery through Lilydale Books. We can fulfil any secondary school booklist in Victoria. You can also request second hand books in store as well!

Here are a few options if you wish to place your order through Lilydale Books:

Visit Us - in store and have your order collected by one of our friendly sales assistants.
Lodge your booklist - in store where it will be picked, packed and ready for collection on a later date nominated by you.
Order Online - Save time in the queue by shopping for your required items via our online catalogue.
- Select ‘Home Delivery’ for an efficient service OR
- Select ‘Click & Collect’ to pick up your items from the store. You will be notified when your order is ready.
Email – through a copy of your booklist, ensuring required items are clearly highlighted or ticked. Please ensure you indicate what date you would like to collect your order.

How do I collect my booklist?

We provide 5 different methods to collect your booklist:

School Collection

 o This option is provided to schools partnered with Lilydale Books and is the recommended option.
o Return your booklist to your school or complete online by the date specified on the booklist.
o Orders will be delivered to the school on the date determined by the school. This date can be found on the front of your booklist.

Store Collection (Click & Collect)

o Complete your order online and select a pick up date 10 business days in advance. (Most orders are ready within 2 – 5 business days).
o You will be notified via SMS and email when your order is ready for collection (orders won’t be packed on the spot, please await the notifications). If you have multiple students you will receive multiple notifications.
o Stand in the Priority Queue for a speedy service.

Store Collection (Paper Copy)

o Return your booklist to the store (or your school if your students attend a partnering booklist school).
o Indicate a pick up date at least 10 business days from the return date (this date is indicated on your list).
o Return to the store on the nominated date to collect your order.

In Store

o Shop in store during our opening hours.
o Bring your clearly marked booklist in store and wait while your order is packed on the spot.
o During busy periods the wait time may be extensive.

Home Delivery

o Depending on parcel size, postage varies between $9.95 to $14.95.
o All attempts are made to send orders as soon as we receive them. Most orders are sent within 15 business days.

 

Do I have to pre-order my booklist?

You don’t have to pre-order your booklist, but we do recommend pre-ordering to guarantee stock. See How do I collect my booklist? for a detailed list of options.

Where can I get a copy of my booklist?

A copy of your booklist can be found by clicking here and selecting your school.

What happens if I cannot make it to the School Collection?

If you cannot make the school collection date due to unforeseen circumstances, you can send a relative or other authorised person on your behalf to collect your order. If this is not possible, your order will be returned to Lilydale Books and collected from the store (unless otherwise stated on your booklist).

Note: Students who attend Alexandra and Mansfield College that cannot attend their collection date, their order will remain at the school (Pre-paid orders only).

What if there is an item out of stock at a School Collection?

If an item is out of stock due to a late publication it will be placed on back order. As soon as it comes in we will deliver the item to your student at their school.

In-Store Orders

Can I come into the store without pre-ordering a book?

Yes, you can come into store and collect books without pre-ordering any time throughout the year. During the Back to School period the store can be very busy and wait times can be long. We do recommend ordering and pre-paying online for any of our collection methods.

What payment methods do you accept?

We accept Cash, EFTPOS (debit and credit cards) and Lilydale Books vouchers. We DO NOT accept personal cheques or American Express.

Can I pay for an order over the phone?

We do not accept Credit Card payments over the phone for security reasons. To place a prepaid order please do so through our website.

What if there is an item out of stock?

Any item that is not available will be placed on back order. You will receive an SMS once it is available.

We highly recommend prepaying for your backorders to guarantee stock. We also offer to send prepaid backorders to the student’s school (if a partnering booklist school) at no additional charge when the item arrives.

If you opt to pay on pickup, stock will be held for 10 business days from when you are notified your item is ready.

If there are items of stationery temporarily unavailable we will endeavour to substitute the item with a similar product of equal or higher value.

Do I have to prepay for my booklist?

If you drop your paper booklist in store, you do not need to pay for it. Only orders placed through our website require prepayment.

Second Hand Books

When do you accept second hand books?

This year we will accept second hand books from:

Monday 18 November 2019 to Monday 6 January 2020.

All second hand books are taken on consignment. For full terms and conditions regarding second hand books click here.

When can I check whether my second hand books have sold?

Customers can check to see whether their books have sold from (this is the dates for 2020):

Monday 10 February 2020. From this date, customers have 18 months to claim.

Customers must visit the store with their consignment receipt to check second hand books.

Can I check if my second hand books have sold over the phone?

Second hand books will NOT be checked over the phone for security and fraud reasons. Customers must present their second hand consignment receipt in person at Lilydale Books. If you have lost your receipt, you must present some photo ID that matches the details of your consignment.

Will I receive a notification when my second hand books have sold?

Due to the high volume of second hand books we receive, we do not notify customers when books have sold. It is the customer’s responsibility to check in person.

Do you pay cash for second hand books?

If the total commission is under $100, cash will be paid. If it is over $100 a refund will be given via EFTPOS.

Do you take orders for second hand books?

If you have ticked the second hand books checkbox, we can fill your order with as many second hand books as possible.

If your booklist is through another supplier (such as Campion) you are still able to purchase second hand books. Just inform the sales assistant you would like your booklist fulfilled with second hand books where available or note it on your booklist.

You can call ahead to check the availability of any second hand book which can be reserved for 5 business days without pre-payment. We cannot guarantee stock of second hand books.

A website dedicated to listing a selection of our second hand books will be coming soon!

Do you have a list of second hand books you accept?

As the list of second hand books that we take is extensive, we recommend coming in store with your books so we can assess them in person.

Second Hand Books and Reactivation Codes

I have purchased a second hand textbook. Can I access the eBook?

This depends on restrictions placed by the publisher. Some eBooks last for the lifetime of the book and are reusable. Other eBooks cannot be reused again once they have been activated. However, the eBook can be accessed again by paying for a ‘reactivation eBook’. These can be purchased at a reduced cost.

To purchase a suitable reactivation eBook click here. To check whether the eBook has been activated see answers below.

How can I check to see if my eBook has been activated before?

This information is provided to the best of our knowledge. To receive the most up to date information regarding eBooks, we recommend contacting the publisher directly. Contact details for publishers are listed below.

Oxford As of July 2018, Oxford’s oBooks can be reused for the lifetime of the textbook. oBooks automatically become available for reactivation at the end of the year, except if the oBook was activated later in the year. Oxford will provide a grace period in this circumstance.

Oxford’s terms and conditions will be changing therefore it is highly recommended to call the publisher directly for the status of your current oBook or to enquire about reactivation fees.

Macmillan Education Everywhere – A reactivation code can be requested by writing to Macmillan. Fees do not apply. We recommended contacting the publisher directly should you have any questions.

Cengage Nelsonnet – Most Cengage textbooks can be reactivated 4 times. These access codes can only be authenticated once and will provide access to the NelsonNet website.

Pearson – Pearson eBook access codes are initially valid for 15 months from the date of activation. Fees will apply to reactivate the eBook. We recommended contacting the publisher directly should you have any questions.

To purchase reactivation eBooks for Pearson click here.

Jacaranda – To check if your eBook code has been activated, click here. Use the below guide for specific information on the types of Jacaranda eBooks.

Ebookplus or Learnon eBooks - Ebooks can be reused but students will only able to access the LITE digital version (no interactive content).

Jacaranda Studyon (revision eBook in VCE titles) - Studyon cannot be reused if already activated by a user.

To purchase reactivation eBooks for Jacaranda click here.

Cambridge – To check if your eBook code has been activated, click here. Use the below guide for specific information on the types of Cambridge eBooks.

All Maths Books - eBooks cannot be reused if they have been activated already.

To purchase reactivation eBooks for Cambridge click here.

All other Cambridge books:
Depending on the textbook, eBook codes can be reactivated three times. It is recommended to contact the publisher directly to find out the requirements for your textbook. Once the eBook has been activated 3 times, it cannot be used again.

 

eBooks

How do I access my eBooks?

This year all eBooks will be distributed electronically and not on registration cards (as they previously have been).

All of your eBooks that you have purchased will be listed on your receipt under ‘eBooks Purchased’. You will also find your Purchase Confirmation ID.

To access your eBooks follow these instructions:

  1. Go to www.educationalebooks.com.au
  2. Under the heading ‘I’m New to Educational eBooks’ enter your Purchase Confirmation ID (this is found on your receipt). This can be sent by SMS upon request.
  3. Enter your student’s email address*.
  4. All of the eBooks that you have purchased from Lilydale Books will be found here. There will also be instructions on how to download or access your eBooks.

*Using your student’s email address
It is important to use your student’s email address. Each student’s account will store the eBooks that have been purchased for them. If you are a new student or you don’t have an email address we recommend waiting until orientation day or the first day of school. The school will advise on your email address or provide you with one. Alternatively you can create one with Gmail: https://accounts.google.com/SignUp

I have purchased a textbook. How do I access the eBook?

Inside the front or back cover of the textbook there is a code with instructions provided by the publisher to access the eBook. Activation codes found inside textbooks are not accessible through Educational Ebooks. They must be accessed through the publisher’s portal.

More Information on eBooks

For all eBook related inquiries refer to our FAQ’s on our eBook website https://www.educationalebooks.com.au/Support/Faq

Fees

Why are there fees listed on my booklist?

There may be products listed on your booklist that are classified as Fees. They will be listed under the relevant subject heading. These are compulsory product fees that the school has requested Lilydale Books collect. We DO NOT distribute these products.

What fees do Lilydale Books take on behalf of schools?

Below are some of the compulsory products that may be listed on your school booklist and made payable through Lilydale Books. We DO NOT distribute these products.

 

                                     

                                                                        

NOTE: Lilydale Books may cease taking fees in the middle of the year. If you need to purchase a fee product later in the year, you may be referred to make this payment directly to the school.

I have purchased a fee only product, where do I get it?

The product will be made available to the student directly by the school at the start of the Term 1, unless otherwise stated on your booklist.

My student has not received the fee product from the school, what do I do?

Please contact Lilydale Books on (03) 9739 6186 or email info@lilydalebooks.com.au to ensure payment has been made accordingly. Enquiries relating to the specific products may be addressed directly to the school.

Refund Policy

What is your refund policy?

We offer a refund, exchange or credit in the following circumstances:

• An item is faulty
• Change of mind within 21 days of purchase (Books only)

Products are to be returned in an un-damaged, as-new condition to qualify for a refund (except where faulty), with a copy of the receipt. Items that are returned blemished or damaged will not qualify for a refund, however where possible, we can take them on consignment for you and sell them on your behalf as second hand.

The following products are not able to be returned (unless faulty)

• Digital products (including eBooks)
• Stationery (including calculators)
• Special order items
• Custom Books
• Second hand books

This refund policy is for items purchased or collected in store.

How will I receive my refund?

The refund will be supplied in the same method used originally to pay. For example, if an item was paid for via EFTPOS, the funds will be returned via EFTPOS.

When will I receive my refund?

If your refund is being returned electronically eg. via EFTPOS, please allow up to 10 business days for the funds to clear in your account. If you have not received your refund after 10 business days please email us at info@lilydalebooks.com.au.

I need to return an item I ordered online via home delivery. What can I do?

If you need to return an item that was purchased in error, please return the book to us within 21 days along with your receipt, ensuring adequate packaging so the book is not damaged (if returning via post).

Once we have assessed the book and determined it can be resold, you will receive a refund, less original postage. If the book is received damaged, it will be returned to you at your cost.

Please DO NOT refuse the parcel upon delivery. Lilydale Books does not cover the return postage cost. It is up to the customer to cover the cost of returning an unwanted item. If you refuse the parcel, we will deduct the cost incurred to return the parcel from your refund ($12.00).

Can I refund my eBook only product?

Once your eBook code has been activated, we will not be able to provide a refund as it is deemed as used and unable to be resold. Please select wisely when purchasing an eBook. If you have not activated your eBook code, please contact us so we can assess eligibility for a refund.

Vouchers

I have a Lilydale Books voucher. What are the terms and conditions of use?

If you have been awarded a Lilydale Books voucher, please see terms and conditions below:

• Vouchers are redeemable in store or online through our website
• If redeeming online, please send us an email at info@lilydalebooks.com.au with a scanned copy of your voucher so we activate the voucher code
• Vouchers cannot be redeemed on Fee Only products
• Vouchers are non-redeemable for cash
• Your voucher is valid until the end of the month specified on the front of the voucher
• Lilydale Books is not responsible for lost vouchers

Sustainability

How does Lilydale Books adopt a sustainable approach in their daily operations?

Lilydale Books has always been an environmentally conscious business since it’s inception over 33 years ago. However, we are always reflecting on our business practices and assessing where we can improve to reduce our carbon footprint. We also reach out to our educational suppliers and encourage and provide feedback on where they could possibly revise their methods (eg packaging).

Click here to read more about our Sustainability Values.

What can I do with the paper bag that my order was packed in?

If you collected your order from our store or from your school, you will notice we use large and small paper bags to pack your items. If you have no use for it, you are welcome to return your paper bag to the store as we will reuse them. Alternatively, they can be put into recycling (the plastic lining is recyclable).

Is the foam packaging in my order biodegradable?

In short, YES!

If you have received a package from us, you will notice foam fluff in the box. Rest assured these are 100% biodegradable. Envirofill can be disposed of safely in your compost, recycling bin or dissolved in water.

How are in store orders packaged?

In store orders will be packed in recycled boxes (where available). Alternatively a reusable Indigenous Literacy Foundation bag can be purchased for $2. We encourage customers to bring their own reusable bags in store as well!

Why do you stock stationery and textbooks that have some excess packaging?

Unfortunately, we have no control on how some stationery and textbooks are packaged by our suppliers. However, we encourage all our suppliers to reconsider their methods of packaging and reduce or use recycled packaging where possible.

We also try to select suppliers based on their environmentally conscious approach to their business practices.

Other

How do I apply for a job at Lilydale Books?

You can email us any time with your current resume at info@lilydalebooks.com.au and we will keep it on file for consideration if positions arise.

Can I get another copy of my receipt?

Yes, a duplicate receipt can be emailed upon request or reprinted in store. Please call or email with your request. We may request additional information to ensure you are receiving the correct receipt eg. phone number, name, email address etc.

I am looking for a tutor, can Lilydale Books assist?

If your student requires additional support and you are considering a tutor, you can contact us via info@lilydalebooks.com.au. We are more than happy to provide you with contact information of reputable and local tutors with whom you can enquire regarding your specific needs.