Frequently Asked Questions

Questions about My Hachette Australia Account

How do I become a member?

Click or tap on the ‘Sign In’ link found at the top right corner of our website’s header. You can register using your email address, or you can use your Facebook or Twitter account. If registering by email, you can connect your social accounts later.

You will receive an email from us shortly after, where you will just need to click a link to verify your email address.

Once you are verified and signed in, ‘Sign In’ will turn into ‘My Account’. When you hover over ‘My Account’ you can update any of your personal details and newsletter subscriptions, change your password and disable your Facebook or Twitter connections. Just hit ‘Save’ and you are good to go! Welcome to the family.

I want to purchase a book but I don’t want to set up an account

That’s cool, you can place an order for a print edition of a book without creating an account.  There are lots of benefits if you do create an account: you can set up your bookshelf, save collections and we also send out monthly newsletters to let you know what’s hot right now. No stress or pressure though. You do you.

I have forgotten my password, what do I do now?

How many passwords do we have these days, right? Ugh. Never fear! Just click on the 'Sign In' link, enter your email address and hit ‘next’. You will then see a link that says ‘Forgot password’? Hit that link and follow the steps to set up a brand new one.

What is ‘My Bookshelf’ and how do I use it?

This is like a ‘to be read pile’ or a reading wish list.  When you are browsing our website and see a book you like or want to look at later, click or tap on the love heart next to the book title to save it to your own custom bookshelf. You can admire your bookshelf by hovering over ‘My Account’. You can also share your most excellent taste with your friends on Facebook or Twitter.

Hang about, what’s the difference between My Favourites and My Bookshelf?

YOU are our favourite. Just for being here. Just for reading this.

Now, let’s be honest … we need a very special place, ‘My Favourites’, for our very favourite authors and favourite collections of books that you can refer back to whenever you like.

‘My Bookshelf’ is where you keep all your books in one spot; you can treat it like a TBR pile, a wishlist, whatever you like! 

Questions about ordering, delivery and shipping

I’d like to order some books, what do I do?

Otherwise known as ‘how do I get my hands on the pretties?!’ When you hit ‘Buy Now’ you have a choice. You can purchase through us, buy from online retailers or you can click to find your local bookseller so you can go in and have a chat with our favourite people. It’s up to you!

If you do purchase through our site, you will receive a confirmation email after purchase letting you know we have received your order and are starting the process of getting it into your hands. You will receive another email once it has been shipped. If at any stage you want to check on the process of your order, just go to ‘My Account’ and hit the ‘My Orders’ tab.

What can I purchase from your website? Can I purchase ebook editions?

You can purchase all printed editions of our books directly from this website. We do list information about our ebooks but do not sell ebooks directly.  We currently redirect all ebook order enquiries to third party affiliates. So just hit one of those buttons and your ebook will be on the way!

My order

Where are the beautiful books I ordered? If you have an account with Hachette Australia, you can review your order history when you log into ‘My Account’.  It will give you the status of your order.

If you don’t have an account and you placed the order as a guest, you will need to contact orders@hachette.com.au or tel: +61 2 4390 1300 for a status update.

I have changed my mind about an order I have placed, what do I do?

Soz friends. You cannot change the shipping address or amend your order via this website once you have successfully checked out your order. Please contact orders@hachette.com.au referencing your order number in the subject line and details of your change request.  We cannot guarantee that we will be able to make your change requests before your order has dispatched, but we will do our darndest to help!  You will receive a dispatch notification email confirming the shipping address once your order has dispatched. Please refer to our Terms and Conditions of Sale page for full details.

I need to change the delivery address for an order I have placed, what do I do?

Bup-bow. You cannot change the shipping address via this website once you have successfully checked out your order. Again, please contact orders@hachette.com.au referencing your order number and details of your change request. We cannot guarantee that we will be able to make your change requests before your order has dispatched but we will do our very best. You will receive a dispatch notification email confirming the shipping address once your order has dispatched.

How much will it cost me to ship my order?

All orders being shipped to an Australian address will be delivered free of charge. HOORAY!

We do not accept orders for international delivery (outside of Australia) via our website. If you would like to place an order for international delivery, please contact orders@hachette.com.au and quote the details of the book(s) and the shipping address you would like to use and our most excellent customer service friends will issue you with a quote including cost of books and delivery charge.

I don’t want to order online, what are my options?

Sometimes it’s just nice to talk to someone. Yes, you can place an order via telephone during the hours of 9am and 5pm (Australian Eastern Standard Time) on +61 2 4390 1300. 

Placing an order via our website means that you will have a record of your order in your personal account, so just something to keep in mind, if you would prefer to order via telephone you will not have a record of your transaction in your Hachette Australia website account.

Love the book you are looking at but want to walk into an actual bookstore? We feel you. If you hit the ‘Buy Now’ button of the book you are looking at you will see another button: ‘Find My Local Bookstore’. Hit that to go in and smell some pages and get some brilliant book recommendations from the best in the biz!

What are my payment options?

We can accept payment via Visa and MasterCard credit/debit accounts and also PayPal.

Sorry, friends! We do not accept AMEX or Diners cards.

Payment processing is performed by the independent third party payment processing provider Shopify.

Payment for the products and all applicable delivery charges is in advance. (But remember, we don’t charge shipping fees. Yay!)

Delivery

How is my order shipped/delivered and how long will it take?

Orders will be shipped within 24 hours of order receipt. Deliveries will be made according to the standard Australia Post lead time from the NSW Central Coast (where our warehouse is) to your area. Orders placed on this website will be delivered to you free of charge through Australia Post.

Expect this delivery to be made between 2 – 10 working days from receipt of order, depending on your location. Deliveries within NSW, Victoria, Tasmania, QLD metropolitan areas, SA and ACT will normally take between 2 – 5 days. WA, NT, SA and QLD Country may be up to 10 working days.

Can I choose the date for my order to be delivered?

Nope, unfortunately we cannot accept specific delivery day requests.  Your order will be delivered within 10 working days at the most, from when your order has been dispatched.  You will receive two emails in relation to your order.  The first email will confirm receipt of your order, you will receive another email when your order has dispatched.

Can I track my order’s delivery?

IS IT THERE YET? IS IT THERE YET? As soon as you place your order you will receive an order confirmation email letting you know we are processing your order.  When your order has been dispatched you will receive an order dispatch notification email. Keep an eye on your ‘My Orders’ tab to see where your book is at. If you are concerned that your order has not arrived, please contact orders@hachette.com.au and quote your order number in the subject line and enquiry.

My order hasn’t arrived, what do I do now?

Scream 'WHERE IS MY BOOK?' really loudly. No, seriously, we are really sorry if there has been any delays with your purchase! If your order does not arrive, please contact orders@hachette.com.au and quote your order reference in the subject line.  If you do not have your order reference, please provide as much detail about your order as possible.  You can also telephone during the hours of 9am and 5pm (Australian Eastern Standard Time) on +61 2 4390 1300. Please provide as many details as possible so we can work to solve the issue and try to ensure it doesn’t happen again. Books need to find their homes!

I've recently set up a mail redirection, will my order still reach me?

Your order will be delivered to the shipping address provided at checkout. So please check with your postal service with regard to the terms of mail redirection.

Cancellations & Returns

Can I return or cancel my order?

Please take care when placing your order as we don’t offer refunds for a change of mind request.

Subject to your rights under the Australian Consumer Law and related State and Territory legislation, once we have accepted your order by sending you a Dispatch Confirmation, you may not cancel that order or ask for a refund. See Terms and Conditions of Sale page.

Any items ‘lost in transit’ will be resupplied. Please contact us at orders@hachette.com.au or by calling 02 4390 1300.

If you believe you are entitled to return a product or to request a refund, please do contact us at orders@hachette.com.au or by calling 02 4390 1300.

Any refund will be made on the credit card or debit card or PayPal used by you to pay for your order. 

Please refer to our Terms and Conditions of Sale page for full details.

I am a business owner and I would like to set up a business account.

Excellent decision! You can order printed editions of our books directly from this website. You can access the full range from the book search page.

We currently do not sell ebooks directly from this website, we will redirect your request to purchase an ebook to a third party affiliate.

Hachette Australia's books are also available from all good bookstores in Australia. On our site you can click to buy from online retailers or click to find your closest local bookstore. If your local bookseller does not have a title in stock, they can generally order it for you.

If you are a retailer / business owner and would like to set up a business account, please contact our customer service department at Alliance Distribution Services (ADS) who will answer your queries on +61 (02) 4390 1300 or adscs@alliancedist.com.au.