Shipping and Delivery Policy

Last updated: 1 November 2026

This Shipping and Delivery Policy applies to orders placed with Palmleaf Books, operated by PALMLEAF PTY LTD.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Business days

“Business days” means Monday to Friday, excluding public holidays observed at the relevant dispatch location.

Dispatch and delivery are different

A dispatch estimate is the expected time required to source, process and hand an order to a delivery provider.

Delivery time begins after the order has been dispatched.

Dispatch processing begins after:

• Payment has been successfully authorised
• Any required order verification has been completed
• Any delivery-address issue has been resolved

Unless Palmleaf Books expressly confirms otherwise, dispatch and delivery timeframes are estimates and are not guaranteed.

In-stock products

Products identified as in stock are generally prepared for dispatch as soon as reasonably possible.

The dispatch estimate displayed on the product page or during checkout applies to the product.

Dispatch may take longer during:

• Sales and promotional events
• Public holidays
• Periods of unusually high demand
• Warehouse or supplier disruptions
• Severe weather or transport interruptions
• Other circumstances outside our reasonable control

Supplier-sourced products

Some products are obtained from publishers, distributors or other suppliers after an order is placed.

Supplier-sourced books may take approximately 1–2 weeks to dispatch, unless a different estimate is displayed on the product page.

Specialist, academic, older, imported, print-on-demand, temporarily unavailable or difficult-to-source titles may require additional time.

We will make reasonable efforts to inform the customer if we become aware of a material delay.

Supplier availability

Palmleaf Books offers products using availability information supplied by publishers, distributors and other suppliers.

Although we make reasonable efforts to keep availability information current, it may change between the time a product is listed and the time an order is processed.

A title may:

• Become temporarily unavailable
• Be awaiting reprinting
• Be placed on backorder
• Have its publication date changed
• Go out of print without advance notice

If we cannot obtain a product, we will contact the customer and provide an appropriate option, which may include:

• Waiting for updated availability
• Selecting an alternative product
• Cancelling the unavailable product and receiving a refund to the original payment method

We will not substitute a product or charge a higher price without the customer’s express agreement.

Preorders

Preorder products are identified on their product pages.

Preorders are expected to dispatch after the publisher releases the product and Palmleaf Books receives the required stock.

The estimated release or dispatch timeframe displayed on the individual product page applies. Where a product specifically states “Expected to dispatch within 3–4 weeks,” that estimate applies only to that product.

Publisher release dates and supplier availability may change. Palmleaf Books does not control publisher release schedules.

If the timing changes materially, we will make reasonable efforts to notify affected customers and explain the available options.

If a preorder becomes unavailable or is cancelled by the publisher, we may offer:

• Waiting for a revised release date
• Selecting an alternative product
• Cancelling the affected product and receiving a refund

Consolidated orders

Palmleaf Books generally consolidates all products in an order and dispatches them together as one shipment.

Products in the same order may have different sourcing and dispatch timeframes. The order will normally be dispatched when all products are available.

Customers who require an in-stock product sooner should place it in a separate order from preorder, supplier-sourced, special-order or print-on-demand products.

Delayed products in consolidated orders

If one or more products are materially delayed, we will make reasonable efforts to contact the customer using the contact details supplied with the order.

Where possible, our notification will identify:

• The affected product
• Its title and ISBN
• The reason for the delay
• The revised estimated dispatch timeframe
• The options available to the customer

The customer may be offered the option to:

• Wait and have the complete order dispatched together
• Cancel the delayed product and have the remaining products dispatched
• Select an alternative product
• Cancel the complete unshipped order, where cancellation remains possible

Options may depend on whether a preorder, special-order, print-on-demand or supplier-sourced product has already entered processing.

Unavailable products affecting free delivery

Free-delivery eligibility is initially determined using the order value at checkout.

If Palmleaf Books cannot supply one or more products and removing them would reduce the remaining order value below the applicable free-delivery threshold, we will contact the customer before dispatch.

We will explain:

• Which products cannot be supplied
• The applicable refund amount
• The revised order value
• The standard delivery charge that would apply to the remaining products

Palmleaf Books will not charge or deduct a delivery fee without the customer’s express agreement.

Customer options

When an unavailable product affects free-delivery eligibility, the customer may choose to:

Continue with the remaining products

The customer may agree to cancel and refund the unavailable products and have the remaining products dispatched.

If the revised order value no longer qualifies for free delivery, the customer must expressly agree to the disclosed delivery charge.

The agreed delivery charge may be deducted from the refund for the unavailable products. Any remaining refund balance will be returned to the original payment method.

Select a replacement product

Where operationally possible, the customer may select another available product.

Any price difference or change to delivery eligibility will be disclosed and must be accepted before the order is changed.

Cancel the complete unshipped order

The customer may cancel the complete unshipped order and receive a full refund to the original payment method.

The refund will include the price paid for the products and any delivery charge originally paid.

Accept a Palmleaf Books gift voucher

The customer may voluntarily choose to receive a Palmleaf Books gift voucher instead of a monetary refund.

A gift voucher will only be issued with the customer’s express agreement. Palmleaf Books will not require a customer to accept a gift voucher where a monetary refund is otherwise payable.

A refund gift voucher will have no expiry date and no post-supply fees.

Customer response period

Palmleaf Books will normally allow at least five business days from the first notification for the customer to respond.

We will make at least two reasonable contact attempts using the contact details supplied with the order.

If the customer does not respond within the stated period and the order has not been dispatched, Palmleaf Books may cancel the complete order and provide a full refund to the original payment method.

Without the customer’s express agreement, Palmleaf Books will not:

• Dispatch the reduced order with a new delivery charge
• Deduct delivery expenses from the refund
• Charge the customer’s payment method again
• Substitute another product
• Issue a gift voucher instead of a monetary refund

Customer-requested separate shipments

Palmleaf Books does not normally split an order when all products can be supplied within their expected timeframes.

If a customer asks us to dispatch available products before the remaining products are ready, an additional delivery charge may apply.

We will disclose the additional charge and obtain the customer’s agreement before arranging the separate shipment.

Supplier-direct deliveries

In some circumstances, a publisher, distributor or other approved supplier may dispatch a product directly to the customer.

Where this occurs, we may provide the supplier and delivery provider with the customer information reasonably required to complete and track the delivery.

A supplier-direct product may arrive separately from other products in the same order.

Personal information used for delivery will be handled according to our Privacy Policy and applicable privacy laws.

Tracking information

When tracking is available, Palmleaf Books will send a dispatch confirmation containing the relevant tracking information.

Tracking may take some time to become active after the parcel is collected.

Customers should monitor tracking updates and follow reasonable delivery instructions issued by the delivery provider.

Not every delivery service or supplier-direct shipment may provide tracking. Where tracking is unavailable, this does not necessarily mean that the product has not been dispatched.

Delivery estimates

Delivery estimates are provided in good faith but are not guaranteed unless expressly confirmed otherwise.

Delivery may be affected by:

• The customer’s location
• The selected delivery service
• Public holidays
• Severe weather
• Transport disruptions
• Peak shopping periods
• Incorrect or incomplete delivery information
• Circumstances outside our reasonable control

A delay does not automatically mean that a parcel is lost.

Nothing in this section limits any rights or remedies available under Australian Consumer Law.

Delivery availability

Delivery is available only to addresses accepted during checkout.

We may contact the customer or cancel and refund an order if:

• A delivery provider cannot service the supplied address
• The product cannot be delivered to the destination
• Delivery would require an additional charge not accepted by the customer
• A legal, supplier or delivery-provider restriction prevents delivery

We will not apply an additional delivery charge without the customer’s agreement.

Incorrect or incomplete addresses

Customers are responsible for supplying a complete and accurate delivery address.

Contact us immediately if you identify an error. We cannot guarantee that an address can be changed after processing or dispatch has begun.

Updating the address saved in a customer account may not update an existing order.

Palmleaf Books is not responsible for delays or losses caused solely by incorrect or incomplete information supplied by the customer, except where required by law.

If Palmleaf Books incorrectly addresses a parcel, we will provide an appropriate remedy at no additional delivery cost to the customer.

Returned-to-sender and unclaimed parcels

If a parcel is returned because:

• The address was incorrect or incomplete
• Delivery was refused
• The parcel was not collected
• The customer was unavailable to accept delivery
• The delivery provider could not access the address

we may require payment of reasonable additional delivery expenses before sending the parcel again.

If cancellation and a refund are approved instead, reasonable original delivery and return-to-sender expenses may be deducted where legally permitted.

This does not apply when the return resulted from an error by Palmleaf Books.

Authority to leave

If the customer or delivery recipient authorises a parcel to be left unattended, the delivery provider may leave it at the nominated location.

Customers should select a secure location protected from weather and public access.

Palmleaf Books will consider available tracking information, delivery photographs and other relevant evidence when investigating a missing parcel.

Nothing in this section excludes responsibilities that Palmleaf Books or the delivery provider may have under applicable law.

Lost parcels

If tracking indicates that a parcel may be lost, please contact Palmleaf Books.

We may ask the customer to:

• Confirm the delivery address
• Check the property and any nominated safe locations
• Check with other occupants or neighbours
• Contact or cooperate with the delivery provider
• Allow the delivery provider a reasonable time to investigate

If the parcel is confirmed as lost, Palmleaf Books will provide an appropriate remedy, which may include a replacement or refund, subject to applicable law and product availability.

If a replacement is unavailable, an approved refund will be returned to the original payment method.

Damaged deliveries

If a parcel arrives damaged:

• Photograph the external packaging before opening it, where possible
• Photograph the affected product
• Retain the packaging and delivery label
• Contact us as soon as reasonably possible

Photographs help us assess the problem but do not limit any rights available under Australian Consumer Law.

Damage claims will be handled under our Return and Refund Policy and Australian Consumer Law.

Cancellation by Palmleaf Books

Before dispatch, Palmleaf Books may cancel an order if we reasonably believe that it cannot be fulfilled as ordered or within a reasonable timeframe.

If Palmleaf Books cancels the complete order:

• We will notify the customer.
• We will provide a full refund of all amounts paid, including any delivery charge.
• The refund will be returned to the original payment method.
• No cancellation fee will be charged.

Further information is available in our Terms of Sale.

Delivery charges

Delivery charges are displayed during checkout before payment.

Charges may depend on:

• Delivery destination
• Order size or weight
• Delivery service
• Product type
• Promotional eligibility

Any free-delivery offer is subject to the conditions displayed with that promotion.

Contact us

For delivery assistance, use the Contact Us page or the chat facility on the Palmleaf Books website.

Please include your order number when contacting us.