Shopping online: Frequently Asked Questions

 

USER ACCOUNT

Do I need to create a user account to place an order?

Yes, new customers will need to create a user account to place an order online. Existing customers need to log in to complete the check out process.


How do I create a user account?

You can create a user account by clicking on LOG IN/SIGN UP at the top right section of the online shop. When you initiate the checkout process, you will be prompted to create an account to complete your online transaction. Registration is very quick and easy - it takes less than 30 seconds. You will need to state: First Name, Last Name, and provide an email address. You will need to set your own safe password.

How do I access my user account?

You can access your user account anytime by clicking on LOG IN/SIGN UP at the top right section of the online shop. If you are an existing customer, just enter your email address or log in ID and your password to sign in.

How do I reset my password?

If you have an existing account and you forgot your password, click the Forgotten Password link at the login. Enter your email address when prompted and you will receive a link via email to reset your password.

How do I delete my user account?

In order to protect our customer information, only authorised administrators can edit or delete a user account. If you wish to delete your user account, please call us at 02 9727 3928 to do this securely over the phone. You will be asked to confirm your First Name, Last Name, Email Address and Shipping Address (if available) to validate that you own the account before deleting it. 

Once your account has been deleted, it cannot be undone. You will no longer to be able to add to your wishlist, receive our newsletter and members only discount. To place an order on our online shop, you will need to create a new account.

 


 

ORDERS

How do I place an order online?

Select the book you wish to purchase and click the Add to Cart button, add the quantity then Proceed to Checkout to initiate the online payment process. If you're an existing customer, you will need to log in to complete the checkout transaction. If you're a new customer, you will need to register an account.


How do I view my shopping cart?

You can go to your Shopping Cart anytime by clicking on the shopping cart button on the top right section of the online shop.

Do I need to create a user account to place an order?

Yes, new customers will need to create a user account to place an order online. Existing customers need to log in to complete the check out process.

How do I view my previous and recent orders?

If you are an existing customer, you can access your account information by signing in using your login ID and password. Once signed in, you will see a WELCOME link on the top right section of the online shop. Click the downward arrow to access My Account and My Wishlist. Your orders and transaction history are listed in your My Account.

How can I change or cancel my order?

You can change and/or cancel an order in your shopping cart by changing the quantity or clicking the 'X' button to delete the order. Please note that you cannot change or cancel an order online AFTER you've completed an online transaction. If you wish to change or cancel an order that has already been processed, contact our team 02 9727 3928 or email us at hello@lostinbooks.com.au as quickly as possible. We typically dispatch orders on the same day or the morning after orders are placed.

When is the latest that the order can be changed or cancelled? If an order is cancelled, how will refund be processed?

If you wish to change or cancel an order that has already been processed, contact our team 02 9727 3928 or email us at hello@lostinbooks.com.au and our team will do their best to help you. 

Refunds will be processed on the card used to make the transaction. Refunds cannot be processed on items that have already shipped but you can return the item. See below.

Do you accept returns?

Items that are damaged or do not match their description will be refunded or exchanged where proof of purchase is provided. We are happy to provide a refund where the goods are returned within 30 days of purchase provided they are unused, in original condition, and accompanied by proof of purchase.

To return an online order within the refund policy period, please contact our team on 02 9727 3928 or email us at hello@lostinbooks.com.au and we will then give you instructions on how best to return your order so we can process your refund. You are responsible for the cost of shipping to return the item to us. We cannot process refunds on items that do not reach us or that are damaged.

 


 

WISHLIST

How do I add a product to my Wishlist?

To add an item to your wishlist, just click on the Add to Wishlist button. 

Do I need to create a user account to save my Wishlist?

Yes, you will need to create or have an existing user account to add and view your wishlist.

How do I view my Wishlist?

If you are an existing customer, you can access your account information by signing in using your login ID and password. Once signed in, you will see a WELCOME link on the top right section of the online shop. Click the downward arrow to access My Account and My Wishlist. You orders and transaction history are listed in your My Account.

 


 

PAYMENTS

Can I pay over the phone?

Yes, you can pay by credit card over the phone by calling us on 02 9727 3928 during trading hours. Before you call us, make sure you have your order and credit card ready to help our staff member process your order as efficiently as possible. We may require additional information to verify the transaction for orders placed over the phone.

Can I pay using direct deposit?

Our direct deposit payment option is reserved for Schools, Libraries and Organisations that have accounts with us and/or customers who order from us on a regular basis. We invoice these customers and accept payment on invoice to our bank account.

Can I pay using PayPal?

Yes. Online payment through our shop is secured by Paypal. When you initiate the checkout process, you can choose to make an online payment by logging in to your PayPal account; using a one-off code OR selecting the Pay With Card option to use a debit or credit card to complete your purchase even if you don't have a PayPal account.

Can I pay using credit card? Which credit cards are accepted?

Yes. When you initiate the checkout process, you can select the Pay With Card option to use a debit or credit card to complete your purchase even if you don't have a PayPal account. We accept most major credit cards.

If you need help checking out, just give us a call on 02 9727 3928 during our trading hours and one of our booksellers will help you.

 


 

DELIVERY

Can I pick up my order from your store?

Yes. When placing an order online, select Click & Collect in the Delivery option. Please allow 3 business days for our team to process your order. We'll send you an email when your order is ready to for collection. 


When can I expect my order to be delivered?

COVID-19 has caused delays in parts of our international supply chain, and to local postal and delivery services.

 If we have a title in stock, it should reach you within three business days of your order if you are in a metropolitan area; and within a week if you are in a regional or remote area. It may take a little longer if you are one of our international customers.



If we do not have a title in stock, your order may take longer than usual to reach you. Our access to items from overseas is slower than usual. Our team will be in touch with you to discuss estimated timing if this is the case. You will not be charged for titles until they are supplied.

How much is the delivery fee?

LOST IN BOOKS delivers to you as cost-effectively as possible. A typical order costs $8.50 in postage. Larger orders and orders for international destinations will be quoted prior to dispatch.

 We commit to finding the most cost-effective solution on the market to dispatch your order, and to pass on the cost to you transparently.

Do you deliver to other countries?

Yes, we deliver to other countries. Please note that COVID-19 has caused delays in parts of our international supply chain, and to local and international postal and delivery services.

 


 

PRIVACY & SECURITY

LOST IN BOOKS values the trust you place in us by ordering online. We collect, store and deal with personal information that you share, with care and consistently with Australian privacy law.

We store your name, email, phone number and delivery address securely with staff-only access, via two layers of verification. We will not use your personal information for a purpose other than the purpose to which you consented (ie, to fulfil your order; to add you to a mailing list to which you subscribed).

We will never store your credit card information. We will never share your personal information with any other person, unless we are required to do so by a court order.

Our online shop and email servers are encrypted to offer a secure way of shopping.

If you have questions or concerns about how we are protecting your privacy or administering your personal information, please email us at hello@lostinbooks.com.au

 


 

 

MORE QUESTIONS?

Please don't hesitate to contact our team by phone at 02 9727 3928, or by email at hello@lostinbooks.com.au.

You can read our Terms & Conditions here.