Frequently Asked Questions
Are the items on the website in stock?
If an item is marked “Available for Order”, this means the product is not currently in stock but we will place an order for it from our supplier and supply it to you as soon as possible. The time suppliers take to deliver products to us varies but is generally within 3 to 10 business days.
If you order both products which are “In Stock” and products which are “Available for Order”, we will dispatch the items immediately available to you first – and then dispatch the rest of the order when it is available without further delivery charge.
If you would rather not wait for backordered items, please notify us as soon as possible and we will provide a refund for that item to your credit card or PayPal account, or if you prefer, we can supply you another item of equal value in its place.
How much do you charge for delivery?
Delivery within Australia
For delivery within Australia, we offer free freight for orders over AUD $100.
The cost of all deliveries within Australia for orders under AUD $100 is a flat rate of AUD $5.
For international deliveries please see our Delivery Policy and Freight Charges page.
What payment methods are available?
You can pay for your order with Visa, Mastercard and Paypal for immediate release of your order. You can also pay by direct debit, cheque and money order however we are unable to release your order until funds have been received.
Schools wishing to pay on invoice may select “offline payment”. We require payment within 30 days of invoice.
When will my order be dispatched?
We will attempt to send your goods via Australia Post or courier within 2 to 3 working days; however if goods are unavailable delivery will take a little longer.
Please note that in peak periods such as the back to school season, orders may take longer to process and dispatch. We will send you an email once the order has been processed.
For booklist orders placed after the due date, orders will generally take longer to process due to books coming from multiple suppliers and books being in high demand from multiple schools.
What is your returns policy?
Under applicable consumer law, we are not required to give a refund or offer a credit if you change your mind about what you have purchased from us. However we will happily exchange goods within 14 days of the date of purchase, provided the goods are in original condition, accompanied by proof of purchase from Five Senses Education and do not fall within the exceptions* below.
*Please choose carefully as we do not offer exchange or refunds on educational workbooks, test papers, study aids, textbooks, gift vouchers, special orders, sale items, or products with Audio, DVD, Interactive or software components unless the seal is intact.
You can choose between a refund, exchange or credit where goods:
- are faulty
- have been wrongly described
- are different from a sample shown to you, or
- do not do what they are supposed to.
For goods purchased in store, please return the goods to the store you purchased them at, together with your receipt.
If you have purchased online, please contact us (email@example.com), quoting your order number with details of your proposed return before proceeding. You will be required to pay postage to return goods to us unless the goods are defective, or we have made a packing error.
Bookshop and Trade Customers
Bookshops wishing to purchase from us can contact us via firstname.lastname@example.org or call 02 9838 9265.
We print and distribute for many Australia publishers, and are the official Australian agent for specific Singapore publishers. See our Information for Retailers for more details.
If you have a query about ordering, or an order you have already placed, please call our Seven Hills store and ask for our Orders Team.
Tel: (02) 9838 9265
If you are interested in our one-to-one tuition, preschool courses or holiday classes, please call our Tuition Coordinator at your closest branch:
North Rocks: (02) 9872 2063
Seven Hills: (02) 9838 9265
For general information, please see our Tuition page.
DRM eBooks - accessed through Five Senses Reader
Please see the FS Reader User Guide available to download from our Five Senses Reader page.
Need help? Contact our support team at email@example.com or call us during business hours at Five Senses Seven Hills (02 9838 9265) for assistance.
During peak periods we might need to give you a call back so please include your order number and phone number so we can respond as soon as possible. If you have ordered eBooks as a part of your school booklist, please also include the school and your student email.
English Club PDFs
English Club Teacher Resource Packet eBooks are DRM-free PDFs with reproducible activities. Your order confirmation will include a link to download the PDF. This link is active once your order has been invoiced which occurs automatically if you pay via PayPal / credit card at the checkout. You can also find the PDF download link by logging in to the Five Senses website with the same order email and looking under [My Account] > [My Downloadable Products].
Access codes are activated through the publisher's eBook website/platform. You will receive a separate email with your access code and activation instructions once your order has been invoiced. Invoicing occurs automatically if you pay via PayPal or credit card at the checkout. If you placed your order under your Five Senses account (i.e. NOT a guest order) you can also find your code by logging in to the Five Senses website with the same order email and looking under [My Account] > [My Access Codes].
Please note that this only applies to code-only purchases - if you ordered a physical book that comes with a code, the code is usually found on the inside cover.
Please use our Contact Form here and we will respond as soon as possible.