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Welcome! Please see if your question is answered below before contacting our Customer Service department. They're really very nice people and would love to hear from each and every one of you - but you're smart and can probably find the answer you're looking for below in less time than it will take us to read and respond to your question. If you cannot find what you are looking for, go ahead and contact us. Thanks! New Theme Packs Promotional Codes Smart Start Ordering Shipping Returns Miscellaneous Theme Packs Q: What are Theme Packs?
A: With most good things in life, one is simply not enough. That's why we've created Theme Packs. Each Theme Pack combines several Lonely Planet titles that are related by destination or theme to make it easier for you to plan the perfect trip. Plus, if you buy them all together in a Theme Pack, you'll save compared to buying them one by one. Browse our complete list of Theme Packs and start saving now. Q: Can I make my own Theme Pack? Can I exchange a book in an existing Theme Pack?
A: Our technology team is hard at work to make customizable Theme Packs a possibility, but for now it is not an option we can offer. But you can trust us: we have selected the BEST books for you! Q: How much does it cost to ship my Theme Pack?
A: This will vary depending on how you choose to ship it, but shipping fees for the Theme Packs are based on the number of items in the Theme Pack. In other words, when you order a Theme Pack including three books, we calculate shipping as if you were ordering three separate books. back to top Promotional Codes Q: What are promotional codes?
A: Promotional codes are like digital coupons. If you receive a promotional code from Lonely Planet or one of its partners, then you'll get a discount or special when you type the code into your shopping basket. Terms & Conditions: - Lonely Planet promotional codes can only be redeemed at the time an order is placed on the Lonely Planet Shop web site.
- Promotional codes cannot be applied towards orders already placed with Lonely Planet.
- Lonely Planet promotional codes do not work with other online retailers.
- Each promotional offer code can only be used once per customer, unless otherwise stated.
- Promotional codes may not apply toward already discounted items, such as Theme Packs, unless otherwise stated.
- You do not need to have a customer account to use a promotional code.
- Promo codes are valid for a limited time only and expire on the date specified in the offer.
- Promotional codes are delivered to and intended for select Lonely Planet customers.
Q: How do I use a promotional code?
A: If you received a promotional code through a print, e-mail or online promotion, then you will be prompted to type in the code during the purchase process. - Add the titles that you wish to buy to your shopping basket (be sure to select your shipping destination), and when you are finished shopping, proceed to the checkout page.
- Below the Payment Method section, there is a section labeled Promotional Codes. Type your promotional code here, making sure to enter it in the box exactly as it appeared in the offer, including upper and lower case letters.
- If you entered the code correctly, your shopping basket will now reflect the promotion and you can process your order when ready.
- If you have entered in an incorrect or invalid code, you will receive an error message.
Q: How much does it cost to ship my Theme Pack?
A: This will vary depending on how you choose to ship it, but shipping fees for the Theme Packs are based on the number of items in the Theme Pack. In other words, when you order a Theme Pack including three books, we calculate shipping as if you were ordering three separate books. back to top Smart Start Q: What is Smart Start?
A: Our newly published travel guides have been updated and are now smarter than ever! We want you to get a Smart Start! on planning your trip. Buy any title online that has the Smart Start! graphic and get an exclusive PDF download of a map and the first two chapters from the book. Be smart, and get a head start on your trip planning! Q: How do I download my Smart Start! chapters?
A: After you've purchased a title that has available Smart Start! chapters, you'll see a link to download the Smart Start! file on the Receipt page of your shopping cart. Just click on the link and the file will start to download. Please note that you must have Adobe Acrobat Reader to view PDF files. The Reader can be downloaded for free from Adobe. back to top Ordering Q: What credit/debit cards do you accept?
A: We accept the following cards: back to top
Q: How do I place an order on your web site?
A: Placing an order on LP Shop is easy! - Browse the LP Shop until you find the product that you want. You can browse by series, by geographic region, or by simply typing in a word or place into the search box in the upper right hand corner of the page.
- Once you have found the product you are looking for, click on the "add to basket" button. This will add the selected product to your shopping basket and take you to the Shopping Basket page.
- Now, if you haven't done so already, you'll need to select a shipping destination. This is the country where you want your order delivered.
- To find out about the cost of shipping and delivery times, click on "Learn about our Shipping Options." You will be asked to select a shipping option in the checkout process.
- Review the contents of your Shopping Basket and select either "continue shopping" if there are other Lonely Planet products you'd like to purchase, or "proceed to checkout" to make a purchase.
- Once you have selected "proceed to checkout" you will be asked to enter your payment, billing and shipping information. Please review this information carefully before submitting your order to avoid problems or delays with your order.
Q: Do I need to create an account or register with Lonely Planet to make a purchase?
A: No. The "Account Login" section you see on the checkout page is for people who already have an account with us and wish to login to make the checkout process easier. If you do not have an account with us, simply scroll down and proceed to the "Payment Method" section. You will have the option of creating an account with us towards the end of your checkout. Q: I don't have a credit card, or don't feel safe using one to purchase goods online... what are my other options for purchasing products through Lonely Planet?
A: You can print out our fax-back order form and fax in your order to us. This will still require a credit card. You can also order by mail by printing out the fax-back order form and mailing it in with a check or money order to the address shown on the form. The check or money order must be in the correct currency for the shipping destination (either UK pounds, US dollars or Australian dollars). Please make sure that you add in the correct amount for shipping and tax (if applicable), or we will be unable to process your order. back to top Shipping Q: What are my shipping options?
A: Your shipping options depend on where you want your order shipped. You are prompted to select your shipping destination the first time you add a product to your shopping basket. Once you select a shipping destination, you can get information about your shipping options by selecting "Learn about our Shipping Options" from the Shopping Basket page. Q: How can I track my order?
A: Look at your order confirmation email. If you have a question about your order and need to contact us, please reference your order number.
If you are shipping your order to the Americas or the Caribbean and are using FedEx, your FedEx tracking number will be emailed to you in your shipping confirmation email. You can track your order through the FedEx web site. Orders shipped via FedEx placed prior to 12 pm pacific time are shipped the same business day. Orders placed after 12 pm pacific time, or on holidays, are shipped the following business day. back to top Returns Q: What is Lonely Planet's return/exchange policy?
A: You may return books purchased online from LP Shop within 30 days of ordering for a full refund. The book(s) must be in resellable condition. Be sure to include with the items you are returning your order number and a brief explanation of why you are returning the book(s). See our contact us section for the proper mailing address for your return. Please note that we are unable to exchange items, we cannot accept returns for books not in their original condition, and we do not accept returns for books purchased by cash, check, or money order. No returns are accepted on sale items. DVDs and CDs (“items”) purchased from Lonely Planet’s online shop(http://shop.lonelyplanet.com/index.cfm) cannot be returned or exchanged unless damaged in transit to you or defective (to be determined in Lonely Planet’s sole discretion). Lonely Planet will only exchange a damaged or defective item for a new copy of the same item. To exchange a defective or damaged item, you must return it to Lonely Planet within 30 days of the shipping date, together with the original invoice, packaging and contents, and a letter outlining the reason for the return (including the nature of any defect). See our contact us section for the proper mailing address for your return. Lonely Planet will credit you for your return shipping costs for a damaged or defective item, and you will not be charged additional fees for replacement shipments. We will notify you via email upon receipt of the package to verify the exchange. As Lonely Planet is not responsible for returns which are lost or damaged in transit, we recommend that you send your returned items via an insured carrier. If you have questions regarding where to send your return or have additional questions please contact our Customer Service department. Q: What do I do if I receive a damaged/defective Lonely Planet guidebook?
A: Printing errors are an unfortunate reality in the publishing business. If you ordered your book from LP Shop, contact us and we will send you a replacement book. If you purchased your book elsewhere, please pursue an exchange with them before contacting us. back to top Miscellaneous Q: Didn't Lonely Planet used to sell videos from its TV show? How can I buy them?
A: Yes, but we no longer distribute those videos, as our relationship with the production company that made them has ended. You can find them as part of the GlobeTrekker series at www.globetrekkertv.com. We have released an exciting new TV series that takes an inside look at some of the most fascinating cities around the world. This new series is called Six Degrees, and is now available for purchase in DVD format. More information about Lonely Planet Six Degrees can be found here. Q: How do I find a bookstore or distributor near me that carries Lonely Planet products?
A: There are a few ways you can find a bookstore near you. - There are a number of online directories of booksellers in various countries. We have links to some of them. Find a bookstore near you.
- Browse the list of Lonely Planet distributors.
- If a bookstore near you doesn't carry Lonely Planet products, or doesn't have the particular guide you want, then you can ask them to order it for you. It can speed things up if you provide them with the TITLE and ISBN of the book, which you can get from our website.
Q: When will the next edition of whatever guidebook be published?
A: There are a number of ways you can find out when the next edition of one of our books is scheduled to come out. - First, check our Coming Soon page.
- Second, if it's not on the Coming Soon page, then email us at shop@lonelyplanet.com.
- Third, check back at our Shop as the publication date approaches. We sometimes receive new books in stock several weeks ahead of their official publication date. Right now, we can't send you reminder notes when a new edition arrives, but we're working on it.
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LONELY PLANET CUSTOMER SERVICE: Europe, the Middle East and Africa Lonely Planet Publications
72-82 Rosebery Avenue
London EC1R 4RW, U.K.
Tel: +44 (20) 7841 9098
Fax: +44 (20) 7841 9001
sales@lonelyplanet.co.uk
The Americas and the Caribbean Lonely Planet Publications
150 Linden Street
Oakland CA 94607-2538
Tel:+1 510 893 8556
Fax: +1 510.893.8563
sales@lonelyplanet.com
Australia, Asia and the Pacific: Lonely Planet Publications
90 Maribyrnong Street
Footscray, Victoria 3011, Australia
Tel: +61 (03) 8379 8000
Fax: +61 (03) 8379 8111
sales@lonelyplanet.com.au
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