FAQ
Frequently Asked Questions
Click on links below for these topics…
Purchasing & Payment
- Do I need to register to make a purchase?
- How do I add things to my shopping basket?
- How do I use my Voucher or Discount code?
- What does 'Currently Unavailable - On Order' mean?
- How do I complete my order via checkout?
- Why did an item in my shopping basket disappear?
- Do I need to pay immediately?
- What payment methods can I use?
- Do I get a receipt with my purchase?
- Problems with the checkout?
Q. Do I need to register to make a purchase?
A. Yes, you need to register with Romance Direct to place your order.
The registration process provides us with the information required to successfully complete your order. The necessary details include…Name, postal address, email address & phone contact details. Phone contact won’t be used unless your email address fails.
Q. How do I add things to my shopping basket?
A. While browsing our site, you’ll notice that each product has a 'Order Now' or ‘Buy Now’ button. Some titles are ‘In stock’ and are ready for immediate delivery. Proceed by adding books to your cart until you’ve finished shopping. If ‘In Stock’ items are combined with items that require ordering from our US/UK suppliers, your order will be held until the arrival of the Ordered Stock. You have the option to delete items that are not required during checkout.
During checkout, the postage rate will be automatically adjusted according to the weight of the items. If the postage charge has been calculated incorrectly, a refund or credit will be issued. You can also send us a message during the checkout process with any special delivery requirements. You can add as many product to the cart as you wish and revise at a later stage. The item/s that are no longer required, can simply be deleted before going through to the payment page.
Once you go through checkout, your item/s weight will be automatically calculated and a Postage price will be given.
Please contact us if you have any questions.
Q. How do I use my Voucher or Discount code?
A. A Discount code or Gift Voucher may be used during the Checkout procedure. This will automatically deduct that saving from your Checkout total before the Payment screen appears.
Q. What does 'Currently Unavailable - On Order mean?
A. Every 3-4 weeks, all titles are checked for current availability with the US/UK suppliers.
This warning indicates that the title may be further delayed due to a stock shortage with the suppliers, waiting for the order to be filled by the Publisher.
Sometimes the extended 'on order' message may be the first indication that a title may be 'out of print' indefinitely, until it's either reprinted or reissued.
As the title becomes available - the message will disappear. For further information - please email me and I can check stock availability for you.
Q. How do I complete an order via the checkout?
A. When you are finished adding items to your basket, simply click on 'Checkout' in the 'Shopping Basket' area. You will then be guided through the checkout and payment process. You can cancel or change your order at any time prior to submitting your payment information. Total cost of your order including postage/shipping will be displayed to you.
Q. Why did an item in my shopping basket disappear?
A. Some items have limited stock and possibly another customer completed checkout just prior to you for that item, which means it’s no longer available.
Q. Do I need to pay immediately?
A. We do prefer that you pay for your order within 7 days.
All titles will be ordered from our US/UK suppliers AFTER full payment is received. Once you go through the checkout, an email is sent to us with your order details.
If you wish to delay your payment, please let us know the date you intend to pay.
Q. What payment methods can I use?
A. AUSTRALIAN CUSTOMERS CREDIT CARDS: Credit Card payments are currently being processed by Paypal. You don’t need a Paypal account to use this option.
Please use the ‘Guest’ section when transferred to Paypal during the payment procedure after Checkout.
BANK PAYMENTS: Are normally processed within 2 business days. Order details will be provided for printing upon completion of Checkout. Please include your name or the last 4 digits of your Order Number as reference number when making bank transfer to enable us to identify your payment quickly.
Payments are also accepted at any ANZ Branch. You will require the information provided in the Print Order Form.
AUSTRALIA POST MONEY ORDERS: Are accepted, and not subject to clearance delays. See Australia Post for further details.
PERSONAL CHEQUES: Have a clearance time of 5-7 days after receipt.
For Australia Post Money Orders or Personal Cheques, please send to the following address.
Romance Direct
PO Box 499 BUNDOORA VIC 3083
INTERNATIONAL CUSTOMERS
CREDIT CARD PAYMENTS via Paypal for all International customers.
Q. Do I get a receipt with my purchase?
A. You should receive an invoice/receipt when you proceed through the checkout to print. If you don't get the pop up window to print your invoice please let us know and we can email one to you, blocking cookies is usually the cause of this problem. All purchases will receive a receipt/packing slip included with their parcel.
Q. I have a problem with the checkout?
A. Problems sometimes arise from blocking cookies. Once you enable your cookies, this should allow you to checkout normally. If the problems persists please email us.
My Account
- Do I have to create and account every time?
- I’ve forgotten my password, what do I do now?
- I’ve changed my Name/Postal Address or Email Address…or all three
- How do I close my account?
Q. Do I have to create and account every time?
A. You only need to create an account the first time you purchase from us. Your account will be kept open unless you choose to cancel it.
Q. I’ve forgotten my password, what do I do now?
A. You can request for a new password via ‘forgot my password’ link at the login page. An email will be sent to your email address on file at the time of your registration. Once you receive your new password, you can login and change it to something that suits you. The password you receive is automatically generated by our website, so we are not able view it.
Q. I’ve changed my Name/Postal Address or Email Address…or all three
A. No need to register again when you change your personal details. Login to the site under your ‘old’ email address & password. Go to ‘My Account’ and all your details will be listed there. Change any…or all of them…then click…SAVE.
NOTE: If you have an Order still Pending, Processing or to be sent to you, please email me with ‘Change of Address’ in the Subject Line immediately. Failure to advise me will cause the order to be sent to the address on record when the Order was placed.
Please be aware that Australia Post’s Address Redirection Service DOES NOT include parcels.
Q. How do I close my account?
A. Please use the ‘Contact Us’ page and email Romance Direct with your details. Your account will be cancelled immediately.
Order Status
- How do I know my order or payment went through?
- How do I check the Status of my order?
- I have paid but not received my order yet.
- How long will it take for my order to arrive?
Q. How do I know my order or payment went through?
A. When an order is placed with Romance Direct, you should receive an email confirming that Order. You can also check by going to the Login Section and all your orders are listed under the ‘Previous Orders’ Section.
Q. How do I check the Status of my order?
A. Login to the site…go to ‘Your Account’ and then ‘Order History’.
Status ‘Pending’ – your order is unpaid. Please use Bank Deposit or email me.
Status ‘Processing’ – your order is fully paid. Your books have been ordered & but undelivered.
Status ‘Completed’ – your order has been sent to you.
Status ‘Cancelled’ – Your order was cancelled due to non-payment or by your request.
Miscellaneous
- Are you a registered business?
- How can I contact you?
- I don't like using checkouts or putting my information into websites, how can I place an order?
Q. Are you a registered business?
A. Romance Direct is a registered business in the state of Victoria, Australia.
Q. How can I contact you?
A. Contact can be made by email (here). This form of contact is to minimize spam to the site. Most emails are answered promptly, usually within a couple of hours.
Or by telephone on 0403 203 437.
Q. I don't like using computers, Checkouts or putting my information into websites, how can I place an order?
A. Orders can be placed by phone or whatever method you’re comfortable with. We understand that some shoppers do not wish to place their information on a website and we’re happy to take your order over the phone or you can email us.
Exchanges/Refunds
- Can I Return or Exchange my purchase?
Q. Can I Return or Exchange my purchase?
A. We only accept returns if your purchase is faulty, misbound or an incorrect item was sent. A replacement will be provided ‘free’ of any further charges to the customer.
