Delivery and delivery charges
The terms set out in this clause 4 apply only in relation to the purchase of physical products through the Online Shop. For digital products, please see section 5 below. For more information on delivery, including international brokerage charges and international transaction charges, please see the Delivery Information FAQ’s.
Delivery methods and charges
We send your purchased products to you by postal service. Most purchased products will be sent by standard post.
We can deliver to all the countries that are listed in the drop-down menu at the top right of the Online Shop homepage. If your country isn’t there, we’re sorry that we can’t deliver to you at the moment.
Please ensure that you provide accurate credit card details, CVC code, billing address and other information that we request from you in order to process your payment and check them carefully before you click “pay” as we can’t amend mistakes afterwards. We may not be able to process your payment or deliver your products if the information you provide is incorrect.
Except as set out below, shipping charges will apply for delivery of physical products purchased from the Online Shop. These shipping charges will be notified to you at the time of your purchase. Shipping charges are based on weight and distance and vary slightly from each of our three main locations, being Melbourne (Australia), Colchester (UK) and Oakland (California, USA). By making a purchase, you agree that you accept the shipping charges that have been notified to you.
As of June 2018, standard shipping in Australia is tracked via Australia Post's eParcel service, and costs $3.95 for deliveries anywhere in the country. Free shipping kicks in when you spend over AU$60.
Similarly, in the UK, USA, Canada and Europe respectively, if you spend over UK£25 / US$40 / C$50/ EU€35 in any one transaction on products from our Online Shop, we will ship the products purchased in that transaction for free*.
*This does not apply to products to be delivered to the Caribbean, Asia & the Pacific, New Zealand, Central America or South America, or to first class mail deliveries shipped to the Americas or the Armed Forces.
In some regions, you will be able to elect through the Online Shop to have your purchased products sent to you by express delivery. An additional charge, which will be notified to you at the time of making the purchase, will be payable for express delivery. By making a purchase, you agree that you accept the shipping charges that have been notified to you. For EU/ UK consumers, please note that if you choose an available option of express delivery you will not be refunded the additional cost of the Express Delivery over the cost of Standard Delivery if you decide to return your goods within the cooling off period of 14 days,
For products shipped via FedEx International Priority to Canada, Central & South America and the Caribbean, you agree to us engaging FedEx, or a local broker hired by FedEx to deliver your products. You acknowledge and agree that FedEx may charge you a brokerage fee in addition to any applicable duties or taxes, which may be calculated as either a percentage of the value of the shipment or a minimum fee. FedEx may either require this fee upfront when you sign for the goods, or it may invoice you by mail. We receive no part of these fees and cannot provide a refund for any such costs incurred.
It is your responsibility to ensure that the delivery details you provide are accurate and complete. Otherwise, we will not be able to deliver the products you have purchased.
FedEx services most areas, but before requesting delivery to very remote areas (particularly in South America, Latin America and the Caribbean), it's worth checking on the FedEx website that they deliver to your specific area. If you've already placed your order and they don't deliver to that area, the goods will go to the closest FedEx depot and you are likely to experience delays and potentially incur extra expenses like arranging for your own broker to deliver the guides, or picking up the guides yourself. We must stress that it is only in small towns or remote regions where this is likely to occur, and recommend that in such cases you try and source our guides from your local bookstore before you travel.
If your items are in stock, we will deliver them to you as soon as we can In the case of pre-orders, we will deliver the products to you as soon as they are in stock. Estimated publication dates are listed on the relevant product page.
Please see our FAQ page for an indication of estimated delivery times for the guides you have purchased. Please note that these times are intended as a guide only, and we are unable to guarantee delivery of your guide by or within a certain time.
Return to sender parcels
If your products are returned to us by the postal service because you haven’t taken delivery, we will contact you to let you know. If the product has been returned to us as a result of our error, we will re-send the product to you by standard post for no extra charge.
If you provide an incorrect delivery address and the order is returned to us, or you fail to take delivery, we will either:
redeliver the product to the correct address, if provided, subject to payment of additional delivery costs, or
refund the value of the product (excluding delivery costs) dependent on whether it remains in a resalable condition. You will be responsible for any additional charges incurred including re-delivery costs.
If the order is not returned to us, you will not be eligible for a refund or re-delivery. iStore accepts no responsibility for deliveries made to incorrect or incomplete addresses provided by customers. In this case, you will need to place a new order with the correct details.
Please note, we will not be able to amend a delivery address once the order has been placed.
5. Delivery of Digital products
When you purchase a digital product through the Online Shop, there are a number of ways in which you can download your ebook. Firstly, there will be hyperlinks on the order confirmation screen. Secondly, we will promptly send you an email containing a link from which you can download the digital products you have purchased. Finally, you can access the download link from your account page. It is your responsibility to ensure that you provide us with an accurate and valid email address.
You can download each digital product purchased by you up to five times and for a maximum of 60 days from your purchase (whichever expires first). You can only use your digital product for personal, non-commercial purposes. You may not share any digital product purchased by you by forwarding or sending it to someone else.
When buying eBooks, it's important to be aware that content changes from edition to edition, so use the previews to determine if you are making the right choice; and download and save your files before you hit the road, because you can't count on getting a good internet connection wherever you go!
We have compiled more helpful information on downloading and using our digital products here and here.
6. Returns and refunds
Returns and refunds are managed on a case by case basis, so depending on the circumstances they can take a variable amount of time to process. Where refunds are granted, payments will be initiated within a business day. Please be aware that these payments can take between 1-3 days to process and appear on your bank statement. See below for more information regarding the terms and conditions around returns and refunds.
Defective or Damaged Products
If your purchase is in any way defective, damaged or not as described in the product’s description page of the Online Shop, please contact us as soon as possible with your proof of purchase, and we will arrange for a replacement product or refund where necessary. For partial returns, refund amounts will be calculated against any discounts claimed at the time of ordering (e.g. 3 for 2, % off, free postage offers etc).
Changing Your Mind – if you live outside the United Kingdom or the European Union
If you change your mind, we can provide an exchange on physical products (but not digital products) should certain circumstances change as long as the products are in perfect, unused condition. Please contact us within 30 days of receiving your order, and we can arrange the delivery of your revised order upon our receipt of your original purchase. Re-delivery will incur additional postage charges, which we will make you aware of at the time of re-order.
Changing Your Mind – if you live in the United Kingdom or the European Union
You have the right, under consumer laws, to a “cooling off” period of 14 days from the date you receive your products, during which time you can change your mind and receive a refund (subject to certain deductions – see below).
To change your mind, please let us know within the 14-day cooling off period by contacting us. We will get in touch with you as soon as we can and give you the address to which you need to send your return. You need to make sure you send the products back within 14 days of telling us you want to change your mind. You will need to pay the costs of return postage.
Within 14 days of receiving your returned product, provided it is in a perfect, unused condition, we will refund you the amount you paid by the same method as your original payment, including the initial delivery cost at the least expensive rate. So, for example, if you have paid for express delivery, we cannot refund the additional cost of the express delivery over the cost of the standard rate. For partial returns, refund amounts will be calculated against any discounts claimed at the time of ordering (e.g. 3 for 2, % off, free postage offers, etc). We cannot refund any credit card fees, brokerage fees or import duties, as these amounts go directly to third parties, not us.
If we do not receive your returned product, we cannot refund it, so please ensure you keep your proof of return postage.
For more information on returns, please see our Returns Policy.