| Security & Privacy Privacy Policy
The proprietor, who administers and owns this site, will never divulge your personal information to any third party. We DO NOT sell any part of our database to anyone and take all due care with your personal and private information. In short, we respect our customers. We use high tech, safe, shopping basket encryption technology, so that you can feel assured that your credit card and other personal details are also safe from hackers in our online shop.
Delivery Policy
Most of our products are either physically on the shelves in our warehouse, locally (in Canberra) and we do try to keep a reasonable amount of it on hand and available for quick despatch. There are some exceptions, however, where we order on demand, particularly when the stock product in question is an expensive and/or bulky item (such as a heavy volume, like a Medical Dictionary, for example), where it is not practical for us to keep large numbers in stock. In the majority of cases you or the recipient of your gift should receive the ordered item within 7 – 14 days of ordering (depending on where you live). If the item is not currently available (ie it is on back order), you will be advised of the expected timeframe and you would not normally be charged until the product is despatched. If you are an overseas client (outside of Australia), you can expect your product to be delivered within 30 days of ordering in most countries. However, our experience is that sometimes the order can arrive within 7- 14 days, (particularly in the US and UK, where mail services are generally good). We may choose to send your order via normal mail services or via courier, depending on cost of goods ordered and practicality. (ie it may not be practical to send a single book via courier or a bulky order via Australia Post).
Refund Policy If we do not deliver your order within the timeframe above, please contact us straight away and enquire about it. If there is a serious problem and we have not done what we are supposed to have done, or your order arrives damaged, then of course you are entitled to a refund. Simply request a refund for goods not delivered in a timely fashion and we will comply. Processing usually takes about seven days. If goods are damaged in transit, then you may request replacement goods or a refund. In this case we do require you to return the item in question and then we will process the replacement or refund, whichever is appropriate. Processing time takes approximately 7-14 days once more, from the time we receive the goods back. We will also refund if the goods you ordered were not exactly suitable to your needs, but in order for this to happen, we require the goods to be returned in a saleable condition. Once again processing takes approximately 7-14 days, after the receipt of the item in that saleable condition. This will be at the discretion of management. Complaints Policy Complaints are very rare, but we understand that from time to time that human error does creep in, particularly as we are such a small firm. Any complaints may be directed to us personally. Just email the shop directly and use the subject header "Complaint for Suzanne" : shop@villagebooks.com.au She will try to do everything in her power to make amends for any transgressions. “Being so small, we really can’t afford to have many complaints and we try to do our best to maintain positive relationships with all our customers. In fact, we want raving fans. |
