Help Centre
FAQ
Availability & Price
How do I check if an item is in stock (online or in-store)?
Items that are currently in stock and available to purchase online or in our Sydney Town Hall store will have the status ‘Available to Order - Usually dispatches within 3-5 business days’. You will also be able to view their location at our Sydney Town Hall store by checking the ‘Store Stock Status’ section of the item’s page.
Items that are currently out of stock, but are able to be ordered will have the status ‘Available to Order - Usually dispatches within 3-4 weeks’. These items are subject to availability from our suppliers, and delivery times will vary depending on whether the item will be ordered from a local or international supplier.
Items that are available for pre-order have not yet been released, and will be sent to you as soon as they are published and are ready for shipping from our Sydney Town Hall store. Please note that many titles (especially manga and light novels) are sourced from international suppliers, and thus will not be ready for shipping immediately after their USA/UK release date has passed.
Please note that our webstore shows item availability status for our Sydney Town Hall store/webstore only. To check the availability of items at our Chatswood or Melbourne stores, please visit or contact these stores directly.
Items that are currently out of stock, but are able to be ordered will have the status ‘Available to Order - Usually dispatches within 3-4 weeks’. These items are subject to availability from our suppliers, and delivery times will vary depending on whether the item will be ordered from a local or international supplier.
Items that are available for pre-order have not yet been released, and will be sent to you as soon as they are published and are ready for shipping from our Sydney Town Hall store. Please note that many titles (especially manga and light novels) are sourced from international suppliers, and thus will not be ready for shipping immediately after their USA/UK release date has passed.
Please note that our webstore shows item availability status for our Sydney Town Hall store/webstore only. To check the availability of items at our Chatswood or Melbourne stores, please visit or contact these stores directly.
What does it mean if an item is ‘Available to Order - Usually dispatches within 3-4 weeks’?
Items that are currently out of stock, but are able to be ordered will have the status ‘Available to Order - Usually dispatches within 3-4 weeks’. These items are subject to availability from our suppliers, and delivery times will vary depending on whether the item will be ordered from a local or international supplier.
When will I receive my pre-order item?
Items that are available for pre-order have not yet been released, and will be sent to you as soon as they are published and are ready for shipping from our Sydney Town Hall store. Please note that many titles (especially manga and light novels) are sourced from international publishers and suppliers, so may not be ready for shipping immediately after their release date has arrived.
My order contains some items that are in stock and some items that need to be ordered (or are pre-orders) – when will my items be shipped, and when will I be charged for the order?
We will send out your items as soon as they are available – meaning that in-stock items with the status ‘Available to Order - Usually dispatches within 3-5 business days’ will be sent first. Pre-order items, or items with the status ‘Available to Order - Usually dispatches within 3-4 weeks’ that need to be ordered from our suppliers will be sent as soon as they arrive at our Sydney Town Hall store and are ready to be dispatched. You will be charged the total amount for all of your items and any applicable shipping fees at the time your order is placed, and there are no extra postage charges for multiple deliveries.
I would like to purchase an item that has the status ‘Unavailable’ – who should I contact?
Items with the status ‘Unavailable’ are not currently in stock at our Sydney Town Hall store, and are not available to order online. Please enquire in-store or via phone for further information about any items with this status, as they may be able to be available for in-store or over-the-phone ordering. Please note that some ‘Unavailable’ items may no longer be stocked by our suppliers or may be out of print, reprinting, or possibly available to order by our in-store staff but without a firm due date etc.
Are your online prices the same as your in-store prices?
Online prices and in-store prices may vary due to differences in suppliers and foreign exchange movements. When completing your online order, you will be charged the item’s price as seen online at the time of placing your order. When purchasing in-store, you will be charged the item’s sticker price.
To confirm the in-store price of an available item, please visit or contact our Sydney Town Hall, Chatswood or Melbourne directly.
To confirm the in-store price of an available item, please visit or contact our Sydney Town Hall, Chatswood or Melbourne directly.
Ordering & Shipping
Which payment options are available?
We accept payment via Visa, Mastercard, American Express, and JCB cards. WE also accept payments via Google Pay.
Can I purchase an in-stock item online and pick it up in-store?
Our webstore offers free in-store pickup from our Sydney Town Hall store for any online orders. Simply select the “Pickup” option when placing your order. You will receive an email notification once your order is ready for pickup at our English Books Department information counter. Please allow one business day for us to prepare your order for collection. This service is only available at Sydney Town Hall Store and it is not available at our Chatswood or Melbourne stores, as the Kinokuniya webstore reflects only the stock of the Sydney Town Hall store.
If you would like to view any items in person or ask any questions before purchasing in-store – please feel free to call our friendly store staff and they can assist you in putting available items on hold under your name at the relevant department counter.
If you would like to view any items in person or ask any questions before purchasing in-store – please feel free to call our friendly store staff and they can assist you in putting available items on hold under your name at the relevant department counter.
What are the available postage options and fees?
We offer tracked Standard and Express postage via Australia Post for deliveries within Australia.
Orders with a total under $99 have a Standard postage fee of $10, or an Express postage fee of $15.
Orders with a total $99 and over qualify for free Standard postage, or a reduced Express postage fee of $5.
Please reference our ‘Domestic Delivery’ tab in our ‘Help’ section to view estimated delivery times within Australia.
Postage fees for deliveries to New Zealand and Japan will be calculated at checkout. Please reference our ‘International Delivery’ tab in our ‘Help’ section for information about international deliveries.
Orders with a total under $99 have a Standard postage fee of $10, or an Express postage fee of $15.
Orders with a total $99 and over qualify for free Standard postage, or a reduced Express postage fee of $5.
Please reference our ‘Domestic Delivery’ tab in our ‘Help’ section to view estimated delivery times within Australia.
Postage fees for deliveries to New Zealand and Japan will be calculated at checkout. Please reference our ‘International Delivery’ tab in our ‘Help’ section for information about international deliveries.
How will my order be packed and posted?
All orders are securely packed; items are wrapped in bubble wrap and posted in either a padded envelope or sturdy cardboard box for safe delivery. All orders are sent with Australia Post, and you will receive a tracking number when your order is dispatched.
Will my order require a signature to be delivered?
All of our orders are sent via Australia Post, and require a signature by default to be delivered if they are not being sent to a Parcel Locker. If nobody is at your chosen address to sign and receive your order, it will be taken to the nearest post office.
Delivery instructions or other notes for your order can be added in the ‘Add Delivery Instructions’ section when viewing your shopping cart. Please add any notes here before finalising your order. If you would like to authorise your parcel to be left without signature in a safe place at your chosen address, please type the comment ‘Parcel Leave’. You can also add specific delivery instructions, if required.
Please regularly check your provided Australia Post tracking information to see the progress of the delivery.
Delivery instructions or other notes for your order can be added in the ‘Add Delivery Instructions’ section when viewing your shopping cart. Please add any notes here before finalising your order. If you would like to authorise your parcel to be left without signature in a safe place at your chosen address, please type the comment ‘Parcel Leave’. You can also add specific delivery instructions, if required.
Please regularly check your provided Australia Post tracking information to see the progress of the delivery.
My order contains some items that are in stock and some items that need to be ordered (or are pre-orders) – when will my items be shipped, and when will I be charged for the order?
We will send out your items as soon as they are available – meaning that in-stock items with the status ‘Available to Order - Usually dispatches within 3-5 business days’ will be sent first. Pre-order items, or items with the status ‘Available to Order - Usually dispatches within 3-4 weeks’ that need to be ordered from our suppliers will be sent as soon as they arrive at our Sydney Town Hall store and are ready to be dispatched. You will be charged the total amount for all of your items and any applicable shipping fees at the time your order is placed, and there are no extra postage charges for multiple deliveries.
Which countries does Kinokuniya Australia deliver to?
We are able to deliver to addresses and Parcel Lockers within Australia, New Zealand, and Japan. All order will be sent with tracking, and the shipping fee for order going to New Zealand or Japan will be calculated at checkout.
Please note that all postage information (including recipient name and address) must be provided in English in order to be accepted by our chosen carrier Australia Post.
Please visit Store Locator to view our international Kinokuniya webstores and the purchasing options for delivery to other countries.
Please note that all postage information (including recipient name and address) must be provided in English in order to be accepted by our chosen carrier Australia Post.
Please visit Store Locator to view our international Kinokuniya webstores and the purchasing options for delivery to other countries.
Can I make any changes to my shipping information or alter the items in my online order after I have placed it?
Once an online order is placed, it is unable to be altered. If you need to make any changes to your order or cancel your order, please contact us with your order number and request as soon as you can via our ‘Contact Us’ Enquiry Form.
How can I check the status of my online order?
You can check the status of your order by logging into your Kinokuniya account, and accessing your orders from the menu. Please contact us our webstore team directly via our ‘Contact Us’ Enquiry Form for more detailed information about your order.
Why has an item from my online order been cancelled?
We are only able to deliver to addresses and Parcel Lockers within Australia, New Zealand, and Japan.
Please visit the links to our international Kinokuniya webstores at the bottom of our webpage to view purchasing options for other countries.
Please visit the links to our international Kinokuniya webstores at the bottom of our webpage to view purchasing options for other countries.
Returns & Refunds - Online Orders
I ordered the wrong item, or want to refund an item I have purchased – who do I contact?
Exchanges are not available for items purchased online. Please get in touch with our webstore team as soon as possible via our ‘Contact Us’ enquiry form if you want to make any changes to the items in your online order.
In the case of the incorrect item being ordered or an item being no longer needed, we may be able to cancel the incorrect/unwanted item from your order before it is posted. Please contact us as soon as possible in this case, with information regarding your order.
If you online order has already been posted and received by you, we are able to offer a refund on any unwanted items provided they are in their original, saleable condition and are able to be returned (in-store or via Australia Post) to our Sydney Town Hall store. Returns to any other Kinokuniya store will not be accepted.
Online order returns and refunds will need to be approved by our webstore team, and requests made within 30 days from the date of purchase.
In the case of the incorrect item being ordered or an item being no longer needed, we may be able to cancel the incorrect/unwanted item from your order before it is posted. Please contact us as soon as possible in this case, with information regarding your order.
If you online order has already been posted and received by you, we are able to offer a refund on any unwanted items provided they are in their original, saleable condition and are able to be returned (in-store or via Australia Post) to our Sydney Town Hall store. Returns to any other Kinokuniya store will not be accepted.
Online order returns and refunds will need to be approved by our webstore team, and requests made within 30 days from the date of purchase.
What should I do if an item I received is incorrect, unexpectedly damaged, or has a printing error (missing/out of order pages etc)?
In the case of the incorrect item being sent to you, or an item arriving damaged or with printing errors – please contact our webstore team with details of your item and order.
Gift Vouchers
Can I use Kinokuniya Gift Vouchers online?
Kinokuniya Gift Vouchers can only be redeemed in-person at our Sydney Town Hall, Chatswood, and Melbourne stores. Kinokuniya Gift Vouchers are only sold in-store or over the phone (with delivery via Registered Post). When you call one of our stores, you will be given an option to speak to one our staff and purchase a Gift Voucher.
Kinokuniya Membership
Can I use the Kinokuniya membership I purchased at the Sydney Town Hall/Chatswood/Melbourne store when making online purchases?
Yes! A Kinokuniya membership purchased at either our Sydney Town Hall, Chatswood, or Melbourne stores can be used when making purchases online. Similarly, if you signed up for your Kinokuniya membership online, you are able to receive the same membership discount when shopping in-store.
I forgot to add my membership details before completing my order – what can I do?
If your order has not been dispatched, we may be able to apply your membership discount to your order. Please contact us via our ‘Contact Us’ enquiry form with your order number, active Kinokuniya membership card number and expiry date, and name on the card for verification.
I cannot enter my membership details as your system says the card is invalid?
If you have become a member or renewed your membership in store, the details will be updated into our system. Your membership discount will be applied to your order after verification of the details during processing.
If you have placed an order, without your membership discount, we may be able to apply your membership discount to your order. Please contact us via our ‘Contact Us’ enquiry form with your order number, active Kinokuniya membership card number and expiry date, and name on the card for verification.
If you have placed an order, without your membership discount, we may be able to apply your membership discount to your order. Please contact us via our ‘Contact Us’ enquiry form with your order number, active Kinokuniya membership card number and expiry date, and name on the card for verification.
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