Frequently Asked Questions
OPENING HOURS
PRODUCT AVAILABILITY
Can I check to see if you have a book in stock?
ORDERS - GENERAL QUESTIONS
Which browsers are compatible?
How do I place an online order?
Can I check the status of my online order?
Can I cancel or combine orders?
What are the benefits of creating an account with Lilydale Books?
Do I have to create an account to place an order?
ONLINE ORDERS - POSTAGE & DELIVERY
How long will my order take to be dispatched?
Will I receive tracking details when my order is shipped?
What happens if I am not home when delivery is attempted?
ONLINE ORDERS – CLICK & COLLECT
How long do Click & Collect orders take to process?
What if there is an item out of stock?
Is there a priority queue for Click & Collect orders?
BOOKLIST ORDERS
I have a booklist, what purchase options are available?
My booklist is through a different supplier; can I order through Lilydale Books?
What happens if I cannot make it to my School Collection Day?
IN STORE ORDERS
Can I come into the store without pre-ordering a book?
Can I place an order over the phone?
ACCESSING YOUR EBOOKS
How do I access an eBook I purchased through the Catalogue?
SUBSCRIPTION OR FEE PRODUCTS
Why are there subscription fees listed on my booklist?
My student has not received the subscription or fee from the school, what do I do?
How do I purchase a subscription or fee?
SECOND HAND BOOKS
Are you buying and selling second hand books?
I have a second-hand consignment, can I check whether they have sold?
REACTIVATION CODES
How can I check to see whether the eBook in my second hand textbook has been activated?
What is a Reactivation Code? What does it do? Do I need to buy one?
REFUNDS & RETURNS
I need to return an item I ordered. What can I do?
Can I refund my eBook only product?
SUSTAINABILITY
How does Lilydale Books adopt a sustainable approach in their daily operations?
What can I do with the packaging my order was packed in?
OTHER
Can I shop online with a Lilydale Books voucher? What are the terms and conditions of use?
What happens if I provided an incomplete or incorrect address and the parcel was returned to sender?
What payment methods do you accept online?
Who do I contact about ReadCloud?
OPENING HOURS
From March to December:
Monday to Friday: 9am to 5pm
Saturday & Sunday: Closed
PRODUCT AVAILABILITY
Can I check to see if you have a book in stock?
You can check a product’s availability either on our website or by contacting us 03 9739 6186.
ORDERS - GENERAL QUESTIONS
Which browsers are compatible?
We recommend using Google Chrome, Microsoft Edge, Safari, Firefox or Opera.
Internet Explorer is NOT supported.
To create an account on our website, follow the step-by-step guide available here, or you can watch the video below.
How do I place an online order?
To place an order on our website, follow the step-by-step guides available here, or you can watch the videos below.
Can I check the status of my online order?
If you have a Lilydale Books account, you can check the status of your order in your account.
You will also receive notifications when your order is ready for collection or has been dispatched. Tracking information is provided for all home delivery orders via SMS and email. Tracking information is also available in your Lilydale Books account.
Can I cancel or combine orders?
Unfortunately, orders cannot be combined. However, you are welcome to place another order.
Orders that have been processed cannot be modified. For change of mind orders where a refund is requested an administration and restocking fee may apply.
For more information regarding our refund policy, please refer to our Terms & Conditions.
What are the benefits of creating an account with Lilydale Books?
We recommend creating a Lilydale Books account so you can check the status of your order, locate tracking details, access past orders, tax invoices and save unsubmitted orders.
Do I have to create an account to place an order?
You are welcome to place an order without creating an account. Although we recommend creating an account for the benefits listed above.
ONLINE ORDERS – POSTAGE & DELIVERY
Postage is $9.95 site wide, regardless of the size of your order.
Occasionally we have special postage discounts or offers. These will be identified on your booklist or on our website and may change without notice.
How long will my order take to be dispatched?
We process orders every business day and most orders are sent as soon as we receive them. If your items are in stock, they will generally leave our warehouse within the following timeframes:
February to October: Allow up to 1 – 5 business days
November to January: Allow up to 10-15 business days*
*If your order contains an item that has a future due date, your order may not be shipped until it is in stock. This will not apply for VCE students, whose orders are shipped as priority.
Will I receive tracking details when my order is shipped?
Our parcels are sent via Australia 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.
If you have multiple orders they may be shipped at different times and you will receive multiple tracking numbers.
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 home when delivery is attempted, you will receive a collection card and 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, a signature is required for all deliveries. We do not want your parcel to be delivered to the incorrect person, misplaced or stolen.
More options are available to customers that have a MyPost account with Australia Post.
ONLINE ORDERS - CLICK & COLLECT
How long do Click & Collect orders take to process?
If your items are in stock, they will generally be ready for collection within the following timeframes:
February to October: Allow up to 1 – 2 business days
November to January: Allow up to 2 - 5 business days
Do not come into the store until you have received the notification. If you have multiple orders you will receive multiple notifications.
Once you are notified that your order is ready, collect your order from the Priority Queue:
Lilydale Books at Unit 1, 25-27 Hightech Place Lilydale 3140.
You have 14 days to collect your order once all items are ready to collect.
What if there is an item out of stock?
If an item is not currently in stock, it will automatically be placed on backorder and you will be notified via SMS and email once your order is ready for collection.
We encourage you to collect any available items and we will notify you again when the remaining items are available.
Is there a priority queue for Click & Collect orders?
Yes, when you have received your notification that your order is ready, come in store and head straight to the Priority Queue to collect your order.
BOOKLIST ORDERS
I have a booklist, what purchase options are available?
Your booklist can be found here and selecting your school.
The following options are available:
- Home Delivery
- Click & Collect
- School Collection (available to select schools)
My booklist is through a different supplier; can I order through Lilydale Books?
Absolutely! If your booklist is through another supplier you are still able to purchase books and stationery through Lilydale Books. We can fulfil any primary and secondary school booklist in Victoria.
Here are a few options if you wish to place your order through Lilydale Books:
Order Online - via our online catalogue
Email – a copy of your booklist, ensuring required items are clearly indicated, to info@lilydalebooks.com.au
Due increased wait times in store, we encourage customers to place their orders online. However, you are welcome to shop in store if you prefer.
What happens if I cannot make it to my School Collection Day?
If you cannot make the school collection date you can send someone on your behalf to collect your order. If this is not possible, your order will be returned to Lilydale Books and can be collected from the store (unless otherwise stated on your booklist).
IN STORE ORDERS
Can I come into the store without pre-ordering a book?
Yes, you can come in store to purchase books without pre-ordering any time throughout the year. Due increased wait times in store, we encourage customers to place their orders online. However, you are welcome to shop in store if you prefer.
Can I place an order over the phone?
We cannot accept phone orders for security reasons. To place a prepaid order please do so through our website.
ACCESSING YOUR EBOOKS
All eBooks, including eBooks within textbooks, are accessed through Educational Ebooks. We set up all accounts for students. You don’t need to do anything. Login details are sent to your school email address (or given to you by your school) before the start of Term 1.
To access your eBooks:
- Go to Educational Ebooks (educationalebooks.com.au).
- Login with your school credentials.
- All eBooks that have been purchased will be accessible in your account before school resumes.
For ease of access, we have set up Single Sign-On (SSO) for students which means no additional passwords or logins are required.
How do I access an eBook I purchased through the Catalogue?
If your booklist is with another provider and you have purchased an eBook only product through our catalogue, you will be emailed instructions on how to access the eBook. You should receive this email within 1-2 business days of placing your order. This email will have instructions on how to access your eBook through Educational Ebooks (www.educationalebooks.com.au).
For all eBook related inquiries refer to our FAQs on the Educational Ebooks website.
SUBSCRIPTION OR FEE PRODUCTS
Why are there subscription fees listed on my booklist?
Lilydale Books has been requested to collect subscriptions or fees on behalf of your school. These will be made available to your student by the school at the start of Term 1. Lilydale Books does not distribute these products.
Contact your school for more information.
My student has not received the subscription or fee product from the school, what do I do?
All subscriptions or fees are located on your receipt under ‘Fees’. If you have created an account with Lilydale Books, this will be in your Tax Invoice or in the digital receipt sent via SMS.
Please ensure you have made payment and the name of your student matches their enrolled name. We can resend your receipt to be provided to your school.
Contact your school for more information regarding these specific products.
How do I purchase a subscription or fee?
These can be purchased via your school’s booklist. You can select either delivery method as these do not incur a delivery charge.
When placing your order, please ensure you enter your student’s enrolled name and school email address.
SECOND HAND BOOKS
Are you buying and selling second hand books?
Lilydale Books has come to the decision to discontinue our Second Hand Book service. For those looking to sell or donate their second hand books we recommend contacting “Sustainable School Shop” or consider Facebook Marketplace or Gumtree.
Lilydale Books will be working with schools to offer them the option of a Second Hand Book Buying and Selling Day. This will be offered to our partnering schools.
For more information on this decision click here.
I have a second-hand consignment, can I check whether they have sold?
If you have a second-hand consignment from 2019/2020, it will be valid for an additional 3 years. Books that are obsolete will be donated or recycled as per our consignment terms & conditions. Consignments can only be checked in store, not over the phone.
REACTIVATION CODES
How can I check to see whether the eBook in my second hand textbook has been activated?
If you have a second hand textbook, you can check whether the eBook is still accessible by visiting the publisher’s website. A Reactivation eBook can be purchased through your school’s booklist to reactivate an eBook code from a second hand book (if available).
What is a Reactivation Code? Do I need to buy one?
A Reactivation eBook can be purchased through your school’s booklist to reactivate an eBook code from a second-hand book (if available). This provides access to the online digital resources.
Remember to have your second-hand textbook with you when accessing for the first time as you will need to enter the original code to reactivate the eBook.
REFUNDS & RETURNS
I need to return an item I ordered. What can I do?
We offer a refund, exchange or credit in the following circumstances:
- An item is faulty
- Change of mind within 21 days of purchase (Textbooks only)
The following products are not able to be returned (unless faulty):
- Digital products (including eBooks)
- Stationery (including calculators)
- Special order or custom items
If you need to return a book that was purchased in error, please return it to us within 21 days along with your receipt.
If returning via post, please ensure adequate packaging so the book is not damaged in transit. If the book is received damaged, it will be returned to you at your cost.
If returning in store, please ensure the book is in new condition.
Once we have assessed the book and determined it can be resold, the price of the item will be refunded via the original payment method.
If your order has already been posted, 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, the cost incurred to return the parcel will be deducted from your refund.
Please note eBook products cannot be returned or exchanged as they are deemed used and unable to be on-sold. Please select carefully when purchasing eBooks.
Please refer to our Refunds & Returns Policy here.
Can I refund my eBook only product?
Please note eBook products cannot be returned or exchanged as they are deemed used and unable to be on-sold. Please select carefully when purchasing eBooks.
SUSTAINABILITY
How does Lilydale Books adopt a sustainable approach in their daily operations?
Since our inception 35 years ago, Lilydale Books has been an environmentally conscious business. We frequently audit our business practices to assess where we can reduce our carbon footprint, as well as those of our suppliers.
Click here to read more about our Sustainability Values.
We encourage feedback, please get in touch if you have any suggestions.
What can I do with the packaging my order was packed in?
Click & Collect orders are packed in paper bags which can be reused or recycled.
We package Home Delivery orders with paper and shredded cardboard, which is recycled onsite to reduce waste. Both this packaging and your delivery box can be reused or recycled in the appropriate recycle bin. Your package may contain fluff peanuts, this Envirofill can be disposed of safely in your compost, recycling bin or dissolved in water. This is 100% biodegradable.
We also support the Indigenous Literacy Foundation (ILF). Reusable tote bags can be purchased in store. All proceeds go towards the ILF.
OTHER
Can I shop online with a Lilydale Books voucher? What are the terms and conditions of use?
To use your voucher online just send us an email with your name, school and a photo of your voucher and we will send you a code to use when you checkout.
Please note:
- Vouchers cannot be redeemed on Fee Only products
- Vouchers are not redeemable for cash
- Your voucher is valid until the end of the month specified on the front of the voucher
- Vouchers are treated as cash & Lilydale Books is not responsible for lost or stolen vouchers
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 re-sent 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.
If you realise there is an error with your address after submitting your order please contact us at info@lilydalebooks.com.au as soon as possible with the correct address. If we have not already sent the parcel we will amend the details accordingly.
Alternatively, if you have an Australia Post MyPost account and you notice prior to delivery being made that there is an issue with your address or need your parcel redirected, update your address details in your MyPost account. Australia Post will attempt to deliver it to the updated address. This option is only available while the parcel is already on its way, not when it’s on board with the driver. See if the “Request Redirect” option is available against your delivery from Lilydale Books and follow the steps in your account.
What payment methods do you accept online?
We accept payments using a Mastercard or Visa through our secure payment gateway.
We do not store any credit card details. Our website uses a secure standard industry payment system with SSL security encryption certification.
Who do I contact about ReadCloud?
If your school is using ReadCloud and you have any questions regarding your account or digital content, please reach out to the ReadCloud Customer Service team:
(03) 9078 4833
