Frequently Asked Questions
What are your regular business hours? (March to November)
During the year (March to November) we are open:
Monday to Friday 9AM – 5:00PM
What are your Summer trading hours (December, January & February)?
During Summer we have the following extended trading hours:
Monday to Friday 9AM – 5:30PM
Saturday 9AM - 12PM
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 10 days without prepayment.
Can I reserve a second hand book for collection?
Yes second hand books can also be reserved for 10 business days. We do not take prepayment for second hand books.
How do I check the progress of my online order?
The progress of your online order can be checked by clicking on the link below. You will need to have your Verification Number or Order Number.
You will receive a text message and an email when your order has been shipped or is ready for collection.
How long does it take to ship my online order?
Most orders are processed and shipped within 2 business days. If there is a delay with any items in your order, you will receive an SMS or email with an estimated time of arrival. During our peak summer period you may experience some delays with your order.
What happens if I order a book that has not been published?
The item will remain on order for you and sent as soon as the item is published.
What if there is an item out of stock?
If an item is temporarily out of stock, you will be contacted via SMS or email with an approximate due date. It will remain on order for you and sent as soon as it becomes available. Alternatively, you can request a refund if the wait time is not suitable.
Is it safe to use my credit card on your website?
Yes. We do not store any credit card details and use a secure standard industry payment system with SSL security encryption certification.
Can I order second hand books online?
Due to the demand and influx of second hand books we cannot list second hand books on our website. We 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. We can reserve a second hand book for 10 days without prepayment.
What payment methods do you accept online?
We accept payment via credit card or Paypal.
What delivery methods do you use?
Orders are securely packaged and shipped via Australia Post. Orders within the Melbourne Metro area qualify for express shipping.
What happens if I am not home when delivery is attempted?
Australia Post will attempt to deliver your parcel at the address specified by you. If you are not in attendance when delivery is attempted the parcel will be sent to the closest Australia Post outlet for later collection. Tracking details are sent to the email address entered when making your order. It is the customer's responsibility to ensure that someone is available to sign for the delivery.
Australia Post will not attempt to redeliver the parcel if there is no one available to accept the parcel.
What happens if I provided an incomplete or incorrect address and the parcel was returned to sender?
If you provide an incomplete or incorrect address when you place an order the parcel will be returned to us via Australia Post. Once the parcel has been returned Lilydale Books will be in contact and you will be presented with two options:
1. The parcel can be resent with the correct address. This will incur an additional postage fee.
2. If If we have not heard from the customer within 7 days the order will be cancelled and refunded. Less the postage fee.
Lilydale Books incurs a return to sender fee from Australia Post when the parcel is returned to us. This is in addition to the postage that is already incurred when posted. It is not in our best interest to send items to an incorrect address. We make all possible attempts to ensure parcels are delivered correctly.
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 ensuring sufficient packaging so the book is not damaged. Please DO NOT refuse the parcel upon delivery. Lilydale Books does not cover return postage. It is up to the customer to cover the cost of returning an unwanted item. 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.
Customers are liable for entering the correct address. If the address is entered incorrectly, postage will need to be covered again for the item to be resent.
My booklist is through a different supplier, can I order through Lilydale Books?
Yes. There are a few options to order through us:
• Drop your booklist in store and wait while it is collected by a staff member
• Drop your booklist in store and request a date to collect it
• Email your order. Please advise of pick up date and if second hand is preferred
• Place your order over the phone
Do I have to pre-order my booklist?
You don’t have to pre-order your booklist but we do recommend this method as priority of stock is given to pre-ordered lists.
Where can I pick up my booklist from?
We provide 3 methods of booklist distribution:
- Store collection (Pre-packaged)
- Home delivery via Australia Post (Pre-packaged)
- School delivery (This date is determined by your school and listed on the front of your Lilydale Books booklist)
What happens if I can’t make it to the School Collection?
Books are delivered on the date indicated on the front of your booklist. Booklists that are not collected on this date will be returned to the store.
*Note: Students who attend Alexandra College will have their books delivered on the date indicated on the front of their booklist, and any that are not collected on that date will remain at the College if they have been pre-paid.
Second hand books are not available through this method. If there are any items that are not available on this day, they will be delivered to your student at school as soon as they are available.
Where can I get a copy of my booklist?
A copy of your booklist can be found clicking on the link below.
Can I come in store without pre-ordering a book?
Yes you can come in store and collect books without pre-ordering. It can be very busy during the back to school period and wait times can be long. We recommend using our pre-ordering service of home delivery or school collection.
Do I have to prepay for my booklist?
Only orders that are made through our website require prepayment.
What payment methods do you accept?
We accept Cash, EFTPOS/Credit Card and Money Orders from Australia Post. We DO NOT accept cheques.
Can I pay for an order over the phone?
We do not accept Credit Card payments on the phone for security reasons. To place an order for a prepaid order please make an order through our website.
What if there is an item out of stock?
If an item is out of stock it will be placed on back order for you. We will notify you as soon as it comes in. If you have prepaid for the item it will remain on hold for you. If you have not prepaid for the item it will be reserved for 10 business days.
What if there is an item out of stock at a School Collection?
If an item is out of stock it will be placed on back order. As soon as it comes in it will be delivered to your student at their school.
Second Hand Books
Do you take orders for second hand books?
We do not take orders for second hand books. We recommend calling to check availability or leave your booklist to be filled with as many second hand items as possible. However we cannot guarantee stock of second hand books.
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.
I have purchased a second hand textbook, can I access the eBook?
This varies for every publisher. Some eBooks last for the lifetime of the book and can be reactivated. However for some publishers, once an eBook has been activated it cannot be used again.
See below section Second Hand Books and Reactivation Codes for more information.
When do you take second hand books?
This year we will accept second hand books from Monday November 12, 2018 to Monday January 7, 2019. Second hand books can be purchased throughout the year.
All 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 Monday February 11, 2019. From the date second hand books have been accepted customers have 18 months to claim. No claims will be recognised after this period. If your books remain uncollected for 2 years and have become obsolete they will be donated or recycled. Second hand books will not be checked over the phone.
Do you pay cash for second hand books?
If the total amount of books you have sold is under $100, cash will be paid. If it is over $100 a refund will be given via EFTPOS.
For full terms and conditions regarding second hand books click here
Can I check over the phone whether my second hand books sold?
Second hand books will NOT be checked over the phone. Customers must present their second hand consignment in person at Lilydale Books. Customers can check to see whether their books have sold from Monday 11 February, 2019.
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.
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:
- Go to www.educationalebooks.com.au
- 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.
- Enter your student’s email address*.
- 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
What fees do Lilydale Books take on behalf of schools?
There may be products listed on your booklist that are classified as Fees. They will be listed under the relevant subject heading. They are compulsory products that Lilydale Books has been requested to collect on behalf of your school. The product will be made available to the student directly by the school at the start of the Term 1, unless otherwise stated.
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.
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.
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)
- Software (including eBooks)
- Flexibooks (where shrink wrap is opened)
- Stationery (including calculators)
- Second Hand Books
- Special order items
- Custom Books
Other Terms and Conditions
Other Terms and Conditions
For full terms and conditions please see our Terms and Conditions here: https://www.lilydalebooks.com.au/Terms
Why do you collect phone numbers in store?
We collect phone numbers in store to retain a record of what you have purchased. In case you need to return an item, print a duplicate receipt etc. this is how we will locate your order.
We do not pass on your details to any third parties and your details will not be used for any marketing purposes.
You can opt not to provide your telephone number.
What is a flexisaver?
FlexiSavers are packaged as shrink-wrapped, looseleaf pages — making them ideal for student binders. All FlexiSavers are designed to fit in 2-ring, 3-ring and 4-ring binders and include access to digital.
Can I get another copy of my receipt?
Yes, for a duplicate receipt come in store with identification and your phone number and we will be able to print you a copy.
How do I apply for a job at Lilydale Books?
To check for available positions please see the Employment section of our website.