Frequently Asked Questions

My Promotion code doesn't seem to be working?

Are your books remainder marked? 

Are my credit card details secure?

Do you have a privacy policy?

What is your returns policy?

When do you charge my credit card?

Can I see the status of my orders?

Are there any fees or charges on my order?

How do I place an order?

My Promotion code doesn't seem to be working? Please check that you have entered your code in exactly as you have received it - it should all be upper case with no spaces (and no space at the end). If your promotion has a minimum order value and you haven't yet reached that value in your cart, you will see an error message saying your code has been entered incorrectly, but here it means you haven't reached the minimum required to use the promotion, so that's worth checking, too.  

Are your books remainder marked?  Some of our books are publishers' overstocks and book store returns, also known as remainders. Remaindered books are often marked by the publisher so that they cannot be returned as 'new' stock.  The remainder mark may be a small black line on the bottom of the book, or a small dot.  We do not mark the books ourselves.

Some publishers do not mark the books but it is best to assume that if you are buying a book at a significant discount from the RRP (more than 40%) there may be a remainder mark on the book.  

Are my credit card details secure? The Book Grocer considers the security of your credit card details to be of the utmost importance. The very high level of security measures that we have established and implemented are to the highest in industry standards for ecommerce. You can be totally assured of complete security of your details. We work with eWAY - the industry's leading credit card processor. You can see their logo on our home page.

Eway is PCI Compliant. PCI DSS (Payment Card Industry Data Security Standard) - a set of standards created by card issuers such as Visa and MasterCard to ensure the security of credit card details online. As an online credit card processor, eWAY is subject to standards imposed on the industry by major card issuers such as Visa and MasterCard.

The Payment Card Industry (PCI) Data Security Standard (DSS) is a set of guidelines developed to help organisations that process card payments prevent credit card fraud, hacking and various other security issues. A company processing, storing, or transmitting credit card numbers must be PCI DSS compliant or they risk losing the ability to process credit card payments.

SSL (Secure Socket Layer) Certification by COMODO
Additionally, our website displays an up to date and valid "Corner of Trust" certificate, which gives you the confidence that we are a fully compliant company that has passed industry set standards for secure ecommerce trading. To view information and details of our current SSL security certificate click on the padlock icon in your address bar once you are in the "Checkout" section of the website.

Do you have a privacy policy? We are committed to privacy in accordance with the Privacy Amendment (Private Sector) Act 2000. We take reasonable steps to safeguard and protect your privacy.

The personal details that you provide to us when using our website, such as your name, postal or e-mail address, telephone or fax number, will be kept confidential. We use this information to fulfil your order and to keep you updated about the progress of your order. If you select the newsletter option we will notify you of special offers, new products and new services. If you no longer want to receive the newsletter simply unsubscribe using the link provided in the email.

We will not sell or give your information to a third party. Your information may be sent to a third party where we are legally required to do so; in the course of a police investigation; or to subcontractors for the purpose of fulfillment or after-sales service.

What is your returns policy? 

Remainder marks:  Some of our books are publishers' overstocks and book store returns, also known as remainders. Remaindered books are often marked by the publisher so that they cannot be returned as 'new' stock.  The remainder mark may be a small black line on the bottom of the book, or a small dot.  We do not mark the books ourselves.

Some publishers do not mark the books but it is best to assume that if you are buying a book at a significant discount from the RRP (more than 40%) there may be a remainder mark on the book.  

We do not give refunds simply because the book is remainder marked. 

Damaged items:  We dispatch hundreds of thousands of products with an extremely small percentage that arrive damaged. In the majority of cases it is usually due to handling accidents by the customer or even more infrequently by delivery personnel. Our own suppliers have strict quality control procedures in place as items are manufactured and then freighted to us. All our own products that we dispatch are then carefully inspected a third time prior to dispatch. Should you be unfortunate enough to receive a faulty or damaged product please contact us so we can organise a replacement. 

Change of Mind:  Ordinarily, we are unable to accept returns due to a change of mind. Returns will only be approved at our discretion and usually we will only allow this when the book is damaged or wrongly supplied.  All return postage and insurance costs are to be incurred by the customer. Additionally a restocking fee of 10% will be charged. Returns will not be accepted without prior approval. If you would like us to consider a change of mind purchase please contact us outlining your reasons for wishing to do so.  We will then evaluate your request and at our discretion we will make a decision and notify you of the outcome. All Change of Mind returns must be received in mint, resaleable condition.

When do you charge my credit card? We charge your credit card when you click "Confirm Order".  If there is a problem with the card you will be advised immediately via a message on the site itself.  Once your payment has been processed, we will pack and ship your order.  If we are unable to fulfil your order completely we will arrange a refund for the unfulfilled part of your order.  

What payment methods do you accept? We currently accept MasterCard and VISA only.  Please note that orders are NOT processed until payment is received and cleared.

Can I see the status of my orders? When you login to your account you can access your order history, view your recent orders, update your email address, and view your wishlist.

Do you take telephone orders? For reasons of accuracy and efficiency we prefer not take telephone orders however if it is paramount to you we can take an order over the telephone.

 If you are not comfortable with using the website you can also send a fax order to +61 3 9336 0379. Please include the following information: your name; telephone; delivery address; credit card number; credit card expiry; titles and ISBNs of items and quantities you wish to order.

Are there any fees or charges on my order? The following fees may be charged on your order: Delivery fee as shown at checkout confirmation. Receipted Delivery & Insurance if you opted to send it this way (not currently offered). International postage that is adjusted after checkout (not currently offered). 

How do I place an order?
1. Use the search box, advanced search or categories to find the item you want. 
2. Click the "Add to Cart" button
3. Please read the "Availability" information. 
4. Repeat from step 1 to add more items to your shopping cart
5. When you are finished, in your shopping cart, click the "Proceed to Checkout" button.
6. Follow the prompts until you see the screen which says "Your Order Has Been Completed"

You will be sent via email an Order Confirmation to advise you that we have received your order.

 

 



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