Frequently Asked Questions

 

Booklist FAQs (lilydalebooks.com.au/Booklist-Order-FAQs)
These FAQs are only applicable to orders placed through a school booklist at (lilydalebooks.com.au/booklist).
Contents
ACCESSING EBOOKS 1
How do I access my eBooks? 1
I’ve purchased a Reactivation Code. How do I access it? 1
I have purchased a textbook. How do I access the eBook? 1
I have a ReadCloud eBook. How do I access it? 2
FEES & BUNDLED PRODUCTS 2
I’ve purchased a fee product. How do I access it? 2
I have purchased a fee only product, where do I get it? 2
My student has not received the fee product from the school, what do I do? 2
I have missed a fee. How do I pay for it? 2
ONLINE ORDERS – HOME DELIVERY 3
I placed orders for multiple students. Will they arrive together? 3
What if there is an item out of stock? 3
Delivery for larger items? 3
RETURNS & EXCHANGES 4
What is your refund & exchange policy? 4
I need to return a book I ordered. What can I do? 4
PRODUCT SUBSTITUTION 4
OTHER 4
What do I do if an item in my order is missing or incorrect? 4
MORE FAQS 4
TERMS & CONDITIONS 5
ACCESSING EBOOKS
How do I access my eBooks?
These instructions are for all eBooks indicated by (eBook only) on your booklist. All of the eBooks you have purchased will be listed on your receipt under ‘eBooks’.
All eBooks are accessed through Educational Ebooks. An account has been set up for your student. 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:
1. Go to Educational Ebooks 
2. Login with your school credentials. 
We recommend signing in with SAML - Google or Microsoft (if available to your school). 
3. All eBooks that have been purchased will be accessible in your account before school resumes.
If your school hasn’t provided your login details, get in contact with us via our Support Page.
For ease of access, we have set up Single Sign On (SSO) for students. It is important students do not change their password in any of the publisher portals to allow for SSO.
For all eBook related inquiries, refer to our FAQs on our eBook website educationalebooks.com.au/Support/Faq
I’ve purchased a Reactivation Code. How do I access it?
If you are reactivating a second hand book you will need the original activation code inside the front of the textbook. Reactivation eBooks are accessed via Educational Ebooks. Follow the instructions above to sign in to your account.
Important: When purchasing reactivation codes, please choose carefully. Unfortunately eBooks cannot be refunded or exchanged.
I have purchased a textbook. How do I access the eBook?
If you have a physical textbook which includes an eBook, follow the instructions inside the front cover to access the eBook. Activation codes found inside textbooks are not accessible through Educational Ebooks. 
My school is using ReadCloud. How do I access my eBooks?
If your school is using ReadCloud, your eBooks & subscriptions will be accessible through the ReadCloud App at the start of Term 1. Your login details will be provided by your school. 
Please contact ReadCloud if you require support or more information. 
ReadCloud 
(03) 9078 4833 
contact@readcloud.com
FEES & BUNDLED PRODUCTS
I’ve purchased a fee product. How do I access it?
Fee products are indicated on your booklist by (Fee Only). 
Lilydale Books has been requested to collect on behalf of your school. These subscriptions or fee products will be made available to your student by the school at the start of Term 1. Lilydale Books does not distribute these products. 
These subscriptions are accessed directly with your fee provider. Contact your school for more information.
 
NOTE: Lilydale Books may cease taking fees after schools commence. If the fee is no longer listed on your booklist, you will need to purchase it through the school. Contact your school for more information.
My student has not received the fee product from the school, what do I do?
All Fee Only products are located on your receipt under ‘Fees’. If you have created an account with Lilydale Books, this will be located 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 fee products. 
How do I purchase a Fee Only product? 
If you need to pay for a Fee Only product this can be purchased via your school’s booklist (lilydalebooks.com.au/booklist). 
You can select any ‘Delivery Method’ as Fee Only orders do not incur a delivery fee. When placing the order, please ensure you use your student’s name and school email address.
ONLINE ORDERS – HOME DELIVERY and CLICK & COLLECT
I placed orders for multiple students. Will they be processed at the same time?
Home Delivery 
While we endeavour to send orders for the same family at the same time, please be mindful they may be shipped at different times. You will receive separate tracking notifications via SMS and email when each order has been shipped. 
Click & Collect
If you have placed Click & Collect orders for multiple students you will receive separate notifications via SMS and email when each order is ready for collection. Please be aware Click & Collect orders cannot be packed on the spot.
What if there is an item out of stock?
We endeavour to have all items in stock, however occasionally items can be delayed for reasons beyond our control e.g. shipping delays caused by COVID-19, late publication dates from publishers, etc. These items will automatically be backordered.
Home Delivery 
You will receive tracking notifications via SMS and email when they are shipped. Alternatively, these items may be delivered as a bulk delivery to the school for distribution to students. This will be indicated on your receipt.
Click & Collect 
In this case you will 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. Alternatively, these items may be delivered as a bulk delivery to the school for distribution to students. This will be indicated on your receipt and you will informed.
Delivery for larger items?
Oversized items, such as A2 art portfolios, will be sent directly to the school for distribution at the start of term 1. 
RETURNS & EXCHANGES
I need to return a book I ordered. How do I return it?
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 as new condition.  Damaged books will not be able to be returned.
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. 
Please note eBook products cannot be returned or exchanged as it is deemed used and unable to be on-sold. Please select wisely when purchasing an eBook.
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.
What is your refund & exchange policy? 
Please refer to our Refunds and Returns Policy here (lilydalebooks.com.au/Refunds).
PRODUCT SUBSTITUTION
If a stationery item is unavailable at the time of packing, the product may be substituted with a similar product of equal or greater value.
OTHER
What do I do if an item in my order is missing or incorrect? 
Please check the item image and description on our website. If a stationery item is unavailable at the time of packing, please be aware it may have been substituted with a similar product of equal or greater value.
Your order is thoroughly checked twice and each item is scanned against your order, however, if you believe you are missing an item (that has not been put on backorder) please contact us within 7 days of receiving your order. 
Please email claims to info@lilydalebooks.com.au. No claims will be recognised after this period.
MORE FAQS
Looking for more information? Commonly answered questions are listed in our FAQs, please see here. (lilydalebooks.com.au/faq)
TERMS & CONDITIONS 
Please refer here (lilydalebooks.com.au/Terms) for full terms and conditions

IMPORTANT INFORMATION COVID-19

Updated Store Protocols


OPENING HOURS

What are your trading 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 create an account?

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 much is postage?

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?

Can I shop instore?

What happens if I cannot make it to my School Collection Day?


INSTORE 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 my eBooks?

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

How do I access an eBook I purchased through the Catalogue? 

More Information on eBooks

 

SUBSCRIPTION PRODUCTS (FEE ONLY) 

Why are there subscription fees listed on my booklist?

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

How do I purchase a fee only product?

 

SECOND HAND BOOKS

Are you buying and selling second hand books? 

I have a second 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?

What is your refund policy?

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?

Is the foam packaging in my order biodegradable?

 

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?

 

INFORMATION COVID-19

For the latest information on our store protocols, please click here.

 

OPENING HOURS

What are your trading hours?

From March to November: 

Monday to Friday: 9am to 5pm

Saturday & Sunday: Closed 

From December to February (extended summer trading hours):

Monday to Friday: 9am to 5:30pm

Saturday: 9am to 12pm*

Sunday: Closed

*Check our website Contact Us page for updated Saturday trading hours.


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. You can also reserve a book at the same time.

 

ORDERS - GENERAL QUESTIONS

Which browsers are compatible?

We recommend using Google Chrome, Microsoft Edge, Safari, Firefox or Opera. Internet Explorer is not a supported browser. 

How do I create an account?

To create an account on our website, follow the step-by-step guide available here, or you can watch the video below.

[Video Coming Soon!]

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.

[Video Coming Soon!]

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.

If you need cancel or modify an order get in contact with us as soon as possible. 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.

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

How much is postage?

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 15 business days

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. 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 10- 15 business days

Do not come in store until you have received the notification. If you have multiple orders you will receive multiple notifications.

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. 

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 by clicking here and selecting your school.

The following options are available:

  • Home Delivery
  • Click & Collect
  • School Collection 

School Collection option may not be available to all 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

Call Us – to reserve items 03 9739 6186

Can I shop instore?

Due to COVID-19 and the unpredictable nature of restrictions, we encourage customers to place their order online. In-store shopping may be unavailable at short notice.  We recommend Home Delivery as the preferred fulfilment option.

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 collected from the store (unless otherwise stated on your booklist).

 

INSTORE 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. 

Due to COVID-19 and the unpredictable nature of restrictions, we encourage customers to place their order online. In-store shopping may be unavailable at short notice.  We recommend Home Delivery as the preferred fulfilment option.

Can I place an order over the phone? 

We do not accept phone orders for security reasons. To place a prepaid order please do so through our website.

 

ACCESSING YOUR EBOOKS

How do I access my eBooks?

These instructions are for all eBooks indicated by (eBook only) on your booklist. All of the eBooks you have purchased will be listed on your receipt under eBooks.

All eBooks are accessed through Educational Ebooks. An account has been set up for your student. 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:

  1. Go to Educational Ebooks (educationalebooks.com.au).
  2. Login with your school credentials. We recommend signing in with SAML - Google or Microsoft (if available to your school).
  3. All eBooks that have been purchased will be accessible in your account before school resumes.

If your school hasn’t provided your login details, get in contact with us via our Support Page.

For ease of access, we have set up Single Sign-On (SSO) for students. It is important students do not change their password in any of the publisher portals to allow for SSO.

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

If you have a physical textbook which includes an eBook, follow the instructions inside the front cover to access the eBook. Activation codes found inside textbooks are not accessible through Educational Ebooks. 

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.

Ebooks purchased through the catalogue are not accessible through Educational Ebooks.

More Information on eBooks

For all eBook related inquiries refer to our FAQs on our eBook website.

 

SUBSCRIPTION PRODUCTS (FEE ONLY)

Why are there subscription fees listed on my booklist?

Lilydale Books can be requested to collect subscription fees on behalf of your school. These subscriptions or fee products will be made available to your student by the school at the start of Term 1.  Lilydale Books does not distribute these products. 

These subscriptions are accessed directly with your fee provider. Contact your school for more information.

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

All Fee Only products 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 fee products. 

How do I purchase a fee only product?

If you need to pay for a Fee Only product this can be purchased via your school’s booklist.

You can select any ‘Delivery Method’ as Fee Only orders do not incur a delivery fee. When placing the order, please ensure you use your student’s 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 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 and conditions.  Consignments are always 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 below. 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? What does it do? 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). 

Reactivation eBooks are accessed via Educational Ebooks. Remember to keep your second hand textbook 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
  • Second hand books

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 as new condition. Damaged books will not be able to be returned.

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. 

Please note eBook products cannot be returned or exchanged as it is deemed used and unable to be on-sold. Please select carefully when purchasing an eBook.

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.

What is your refund policy?

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 a paper bags which can be reused or recycled (the plastic lining is recyclable).

Home Delivery boxes can be recycled in the appropriate recycle bin. 

We also support the Indigenous Literacy Foundation (ILF). Reusable tote bags can be purchased instore. All proceeds go towards the ILF. 

 Is the foam packaging in my order biodegradable?

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

 

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 non-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 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.

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 the 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 re-directed, 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 

contact@readcloud.com