online store policies
STOCK AVAILABILITY
As we are a small independent store, we do not keep large quantities of all items. The stock quantities displaying on our online store are updated twice daily. It is therefore possible for an item to be listed as in stock online when it has been sold in store, but the online quantities are yet to be updated to reflect this. If you order an item that is impacted in this way, we will contact you directly and advise of any likely delays in fulfilling your order. In these circumstances, we are happy to provide a full refund if we are unable to provide that item in a timely way that will meet your needs.
PRODUCT DESCRIPTIONS
As we have thousands of individual products, we use an external industry data feed to provide much of the item information displayed on our site. While we do our best to ensure that product descriptions display correctly, we are unable to practically review each individual item. You may therefore find some errors with cover images, blurbs or other information. If you have purchased a product from us on the basis of incorrect information displayed on our site, please let us know and we will be happy to arrange for an exchange or refund.
ORDER FULFILMENT, COLLECTION & DELIVERY
Orders are generally processed on the same or next business day. If the timeframe for your order is likely to exceed this, we will contact you directly with advice. If you have placed an order and not heard from us within 48 hours, please get in touch by phone or email to info@farrells.com.au so we can assist you.
Your order will be prepared according to your preferred shipping selection at the checkout. Orders for collection will be available for pick up during our advertised trading hours.
Orders for posting are despatched Monday to Friday via Australia Post. Posted orders should generally arrive within 3-14 business days to most major locations in Australia, but this timeframe may change during peak periods. Please note that once your parcel is with Australia Post, its delivery journey and time of arrival is outside our control. In most cases we can track parcels so please contact us if you are concerned your order has been delayed.
If you cannot find an answer to your query here, please also check our FAQs page or contact us directly.
returns: exchanges & refunds
refunds
Please choose carefully as we do not give refunds for change of mind or making a wrong decision.
Special orders, sale items, puzzles, games, diaries, calendars and other stationery items, and other non-book items cannot be returned or exchanged.
faulty goods
A refund will only be offered if goods are faulty, have been wrongly described or are different from a sample shown to you.
If this is the case AND you have a receipt showing valid proof of purchase, you may choose between a refund, exchange or credit voucher.
shipping costs for returns
For items shipped via AusPost, please be aware that shipping fees will not be refunded and any return postage costs will be at customer’s expense.
exchanges
If you change your mind about an item or have provided a gift to someone who wishes to exchange it, each of the following requirements must be met:
- proof of purchase must be provided;
- the item must be in as-new, saleable condition; and
- it must be within 28 days of the original purchase date.
privacy policy: use of personal information
We collect personal information only for the purposes of providing goods and services, processing online sales and special orders, managing event ticketing, distributing our newsletter to subscribers, and administering our loyalty program.
Your personal information is never disclosed to third parties except where necessary for these purposes. All administration involving customer information is done in-house by employees of Farrells Bookshop.
Online payments are processed securely by Stripe. Farrells Bookshop does not store your credit card details, nor do we have access to them.
We will never sell your personal information.
You may request to be removed from our mailing list at any time.
You may at any time request to see and/or update any personal information we may hold for you. You can do this in person, by phone or email to info@farrells.com.au.