frequently asked questions

You will receive an automated email once your order has been received and then again to advise we are processing your order.  Sometimes these emails are directed to the spam or junk folders – please check if you have not received an email.  

We will send a final email to advise when your order has been completed and is available for collection or has been shipped via your preferred method.  If you have provided a mobile phone number, you will also receive a text message notification.

It is your responsibility to ensure that your email address and mobile phone number are correctly entered when placing your order.

Where an item is in stock, orders are generally processed within 24 hours.  They will then be available for collection in store (if you have selected ‘Collect in Store’) or shipped according to your selected shipping option. 

Where an item is not in stock, we will contact you by phone or email to advise our best estimate of when your order will arrive from our suppliers and be ready for shipping / collection. Please note that we do our best to provide accurate information on availability, but are reliant on the advice of our suppliers.

Please refer to our Collection and Delivery questions for more information including estimated shipping time frames. 

You cannot currently use your accumulated loyalty points to make a purchase online.

However, providing the phone number for your loyalty account is the same as the phone number used for your online purchase, loyalty points will accrue and be available to access for your next in store purchase.  

We do not sell digital audiobooks directly, but partner with independent audiobook company, Libro.fm.  

You can read more information about Libro.fm here. 

At present we can only accept gift vouchers for purchases in store, not for online orders.

We accept three kinds of gift vouchers:

1.   Farrells Book Vouchers

• Can only be redeemed at Farrells Bookshop.
• Cannot be used for purchases through our online store.
• They are a physical voucher that can be collected in store or posted out to your required address. If requested, we can also scan and email a copy of the vouchers.
• Vouchers are not redeemable for cash and cannot be exchanged or refunded.
• They can come in any denomination, but if purchased through our online store you can select from a range of set denominations. Please write in the notes section of your order if you wish for us to include the total purchase value on a single voucher (eg. If you want to buy a $60 gift voucher, purchase two $30 vouchers and write in the notes that you would like them on a single voucher).
• If the full value of a voucher is not used in a single transaction, the remaining balance will be rolled over onto an exchange voucher for future use – change will not be given.  All gift voucher terms and conditions apply to this exchange voucher also.

2.   BookPeople Gift Cards

• Available as physical cards (can be posted directly to recipients) or digital e-Gift cards (can be emailed directly to the recipient with your own message included).
• Select any denomination between $20 and $500.
• Only physical vouchers are able to be purchased from us in store or online.  If purchased through our online store you can select from a range of set denominations. Please write in the notes section of your order if you wish for us to include the total purchase value on a single voucher (eg. If you want to buy a $60 gift voucher, purchase two $30 vouchers and write in the notes that you would like them on a single voucher).
• e-Gift cards must be purchased directly from BookPeople. See full terms and conditions at www.bookpeoplegiftcards.org.au. 
• Can be redeemed at any participating Australian bookshop, including Farrells Bookshop.
• Visit www.bookpeople.org.au/find-a-bookshop to see your closest participating retailer.
• May be used across mulitple transactions until full balance of gift card has been redeemed. Customer may log into portal at any time to check remaining card balance.

3.   Australian Book Vouchers (no longer available for sale)

• Come in set denominations only.
• Can be redeemed at any participating Australian bookshop, including Farrells Bookshop.
• Visit www.bookpeople.org.au/find-a-bookshop to see your closest participating retailer.
• They cannot be used for purchases through our online store.
• Vouchers are not redeemable for cash and cannot be exchanged or refunded.
• Must be used in full in a single transaction – no change will be given.

Note: The Australian Book Vouchers will be phased out during 2023 and superseded by BookPeople Gift Cards – see above. Australian Book Vouchers will be continue to be honoured / redeemable until they reach their expiry date.

1.   Collect in Store

• We will contact you once your order has been processed and your voucher is ready for collection.
• Visit our store at 143 Main Street Mornington at any time during regular trading hours to collect your voucher.

3.   FREE Regular Post (untracked)

• Only applicable to the shipping of gift vouchers.  Free shipping will not apply if other products are also included in your order. 
• Vouchers will be posted via regular Australia Post (untracked)
• If you wish for the voucher to be posted directly to a third party (eg. friend or relative), please complete the alternative Shipping details at the Checkout.  Otherwise the voucher will be posted to the person and address listed in Billing Details.  
• Delivery timeframe dependent on Australia Post – please allow 7-10 business days from shipping date.

No.  Unfortunately lost or stolen vouchers cannot be replaced or refunded. After purchase they should be treated as cash.

In accordance with Australian Consumer laws, gift vouchers expire 3 years from the date of issue. The expiry date is written on the voucher and will not be extended.  Any unused amount after the expiry date of gift vouchers will not be refunded or credited.

Our store front is at 143 Main Street Mornington (corner of Barkly Street, on the roundabout).

Our ABN Number is 67 058 431 468.

During our regular trading hours you can phone us on 03 5975 5034 or you can email us any time at info@farrells.com.au . Note that emails will only be answered during regular trading hours.

You can find our current trading hours by clicking on the Contact Us button at the top right of this site.

We do sell independently published books by authors who reside on the Mornington Peninsula or written with a focus on the Peninsula.

Our stock is curated specifically for our local reading community, so all titles are considered carefully to ensure they will be of interest and relevance.

If you have a book you would like us to consider, please complete our Consignment Stock Submission form here.  We will respond to all submissions within 4 weeks.