frequently asked questions

This is where you’ll find all the answers to our most commonly asked questions.
Please always contact us directly via phone or email to confirm information prior to placing an order.
Are my credit card details safe on your site?

Orders through our online shop are processed via a secure Stripe e-Commerce gateway.

Farrells Bookshop has no ability to access your credit card details.

Your card details are not stored in any way within our organisation or at any point during the payment process, thus preserving your rights to privacy and protecting your card from unauthorised access.

I have a Farrells Gift Voucher / Australian Book Voucher / BookPeople Gift Card – can I use that for my online purchase?

No.  All accepted vouchers / gift cards can only be redeemed in store at present.  In addition, Farrells Gift Vouchers may be used over the phone – please call us to discuss.  See our Gift Voucher questions for more detailed information.

How do I cancel my online order?

If you wish to cancel your order, please contact us on 5975 5034 or email us at info@farrells.com.au within 24 hours of placing it.

If it is more than 24 hours since you placed your order, it may already have been processed and shipped.  If this is the case, our regular Refund and Exchange Policy applies and any return postage will be at customer’s own expense.  Any applicable refund / store credit will not be issued until returned items have been received and verified. 

Phone us on 5975 5034 if you have any questions. 

I am an international customer, but can't see my country in your Billing form?

Please contact us via our website contact form or email to advise which country you are based in and we will advise on making your purchase.  

Please be aware that we do NOT ship internationally, but are happy to facilitate purchases for friends and family living in Australia from international purchasers.  

How will I know if you’ve received my order?

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.

How long will my order take to be processed?

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. 

I am a loyalty program / Friends of Farrells member - can I use my points to shop online?

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.  

Do you sell audiobooks?

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

You can read more information about Libro.fm here

stock availability, pricing and special orders

Can I order something if it is out of stock?

We may be able to order an out of stock item providing the item is available to order through our suppliers.  Please phone or email us to to confirm it is an item we are still able to supply. 

What are your Shipping Options?
1.   Regular Post
  • We ship domestically to Australian addresses only.  Sorry, but we do not ship internationally.
  • Our parcels are generally sent via regular Australia Post parcel (tracked).
  • AU$13 (flat rate) postage charge for all purchases. 
  • Delivery Australia wide, usually within 7-10 business days (depending on your location).
  • Your tracking number will be emailed to you once your order has been shipped. Please visit https://auspost.com.au/mypost/track/#/search and enter your tracking number to see where your parcel is in the delivery process.
  • By purchasing a voucher or book online and choosing to have your order posted, you agree not to hold Farrells Bookshop liable for any loss or damage directly or indirectly arising out of or in connection with any delay or failure to deliver within the estimated time frame. Once items are lodged with Australia Post, Farrells Bookshop cannot be responsible for lost or delayed packages but will endeavour to track orders where possible.  If your order hasn’t arrived after 3 weeks please contact us on (03) 5975 5034 or info@farrells.com.au and we will try to assist you further. For more information about deliveries visit www.auspost.com.au.

 

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

 

3.   Gift Voucher Post
  • Only applicable to the purchase of gift vouchers if you are unable to collect in store.
  • 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 person and address listed in Billing Details.  
  • Delivery timeframe dependent on Australia Post – please allow 7-10 business days from shipping date.
How long will my order take to arrive?

‘Collect in Store’ orders will generally be available for collection in store 1-2 days after processing.  We will contact you to advise when they are ready for collection. Please check your junk mail box as our notification emails can sometimes end up in there.

Items shipped via Australia Post will usually arrive within 7-10 business days (depending on your location).  Please use your tracking number to determine the status of your parcel before contacting us with an enquiry. 

Estimated delivery times may be affected by unforeseen circumstances beyond our control, but we will make every effort to get your order to you in a timely manner and keep you informed of any delays. 

I can't find the book I want on your site - can you order it in?

Our site may filter out products that are currently out of stock for ease of shopping, but we are always happy to place special orders for customers.  Please phone or email us with the details of the title you are after and we will see if it is an item we can access for you. 

We request payment in full at time of order for all special order items. 

There is no additional cost for our special order service beyond the recommended retail price of the item(s) and any standard delivery charges that apply for your selected delivery option. On occasion we may pass on small order surcharges from suppliers, but we will advise of these charges at time of order to confirm you wish to go ahead.

gift vouchers

Where can I redeem your vouchers?

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.

What are your Shipping Options for vouchers?
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.
I lost my gift voucher. Can you send me a replacement?

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

How long do I have to spend my voucher?

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.

refund and exchange policy

Refunds

Please choose carefully as we do not give refunds for change of mind or making a wrong decision.

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.

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:

  1. our receipt must be provided as proof of purchase;
  2. the item must be in as-new, saleable condition; and
  3. it must be within 28 days of the original purchase date.

general information

Where are you located?

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

What is your ABN Number?

Our ABN Number is 67 058 431 468.

The answer to my question is not here. How can I contact you?

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.

What are your regular trading hours?

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

Do you accept independently published books on consignment?

We do sell independently published books by authors local to the Mornington Peninsula or writing 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 contact us by email.