This is where you'll find all the answers to our most commonly asked questions.
Are my credit card details safe on your site?
Payment for orders through our online shop are processed via a secure NAB Transact Gateway. Red Door Books has no ability to access your credit card details. Your card details are not stored in any way within our organisation, thus preserving your rights to privacy and protecting your card from unauthorised access.
I have a Red Door Books Gift Voucher – can I use that for my online purchase?
No, gift vouchers can only be redeemed in store at present. Please phone us if you would like to arrange payment using a voucher. 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 5429 2566 or email us at email@example.com 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 5429 2566 if you have any questions.
How will I know if you’ve received my order?
You will be notified via text message once your order has been received. It is your responsibility to ensure that your mobile phone number is 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 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 member - can I use my points to shop online?
Providing your contact details are up to date, any online purchases will accumulate loyalty points. That is, the phone number for your loyalty account must be the same as the phone number used for your online purchase. However, you cannot currently use your accumulated points to make a purchase online.
Can I order something if it is out of stock?
If an item is listed as out of stock, we strongly advise that you phone or email us to make sure it is an item we are still able to supply.
The system will let you order an item even if it is out of stock. When the order comes through to us, if we are no longer able to access that item through our suppliers, we will contact you with alternatives or offer a full refund.
The item I wanted was in stock when I ordered, why did I receive an email to say it is on order rather than being shipped straight away?
As we are a small independent store, we do not keep large quantities of all items. It is likely that the item you ordered was purchased by another customer before your order could be processed. Our email should give you guidance as to the timeframe we expect more stock from our suppliers to fill your order. If you have any questions, please phone or email us.
I want a particular book, but I can’t find it on your site – are you able to order it for me?
We are always happy to place special orders for customers for items we have not previously had in store (and will therefore not display on our website). 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.
Payment is required in full at time of order.
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.
I found the same book at a cheaper price elsewhere. Do you price match other retailers?
We sell books at the recommended retail price as set by the publishers. This price ensures that everyone involved in the production and sale of the book are paid a fair price – the author, the printers, the publishers, the distributors and us, the retailers.
We do not price match to other retailers. We are a small, independently run bookshop and we do not operate under the same trading conditions as other retailers.
Can I collect my order in store?
Yes! If you would like to pick your book up from our shop front at 34 High Street, Lancefield, select ‘Collect in Store’ as your Preferred Shipping Option. There is no charge for this option.
What are your Shipping Options?
1. Regular Post
2. Collect in Store
3. Gift Voucher Post
4. Local Delivery
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.
Items shipped via Australia Post will usually arrive within 7 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.
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.
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:
Where can I redeem your vouchers?
We sell the following gift vouchers:
1. Red Door Books Vouchers
I have purchased a gift voucher, but can't get to the store to collect. Can you post it to me?
Yes we can - select the 'Gift Voucher Post' shipping option and we will send it via regular post to the address completed in the Delivery Details section of the Checkout.
I would like to give a gift voucher to a friend - can you post it directly to them?
Yes we can! Please select the 'Gift Voucher Post' shipping option then provide the name and address details for your friend in the Additional Information box of the Checkout page.
If no additional details are provided, the voucher will be posted to you directly at the address completed in the Delivery Details section of the Checkout.
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.
Where are you located?
Our store front is at 34 High Street, Lancefield, Victoria
What is your ABN Number?
Our ABN Number is 13 820 446 329
The answer to my question is not here. How can I contact you?
During our regular trading hours you can phone us on 03 5429 2566 or you can email us any time at firstname.lastname@example.org . Note that emails will only be responded to during regular trading hours.
What are your regular trading hours?
You can find our current trading hours on our website at reddoorbooks.com.au/contact-us.
Your personal information (including your name, contact information and purchase history) is only used for the purposes of fulfilling your order. It is not stored for any other purpose and will not be shared with any third parties.
All purchases on our site go through a secure NAB Transact Gateway. Red Door Bookshop has no ability to access your credit card details. Your card details are not stored in any way within our organisation, thus preserving your rights to privacy and protecting your card from unauthorised access.