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Welcome to the new Koorong.com—Your Christian Bookstore online, designed to give you a faster, easier, and more enjoyable experience.
Enter your email address and we’ll send you a secure one-time code. Enter the code to log in — no password required.
No — passwords are no longer required. You’ll use a new one-time code each time you log in.
Your code expires after 15 minutes. If it expires, simply log in again to receive a new one.
Didn't recieve your one-time code?
If you enter a different email, a new account will be created and you won’t see your order history, loyalty points, or tier.
Tip: Always use the email linked to your existing account.
Yes — you can log in using Shop Pay for a fast, secure experience.
Shop Pay is a secure payment service provided by Shopify that allows customers to save their payment and shipping details for faster checkout across participating Shopify stores. When a customer chooses to save their details with Shop Pay, their credit card information is stored securely by Shopify, not by Koorong. Koorong does not store, retain, or have access to customers’ full credit card details. As a result, customers may notice that their payment information is automatically populated during checkout if they have previously used Shop Pay, but this functionality is managed entirely by Shop Pay and Shopify’s secure systems rather than by Koorong. Learn more.
Yes — you can check out as a guest.
Customer points from guest purchases are held for 30 days. Opt-in to join Koorong Rewards within that time, and you can claim them — otherwise they will expire.
Have you shopped with us before? Your account, saved wishlists, loyalty points and existing tier level are all ready and waiting for you.
No — everything has been carried across to the new website.
Introducing Koorong Rewards — our updated loyalty program designed to make every purchase more rewarding. Earn points every time you shop and convert them into store credit to use online or in-store. It’s a simple, flexible way to shop, earn and save with Koorong.
All customers are eligible to opt in to the Koorong Rewards loyalty program and earn rewards on eligible purchases. However, customers with a Trade Discount Account are not eligible to participate in Koorong Rewards, as these accounts already receive account-level trade or price-book discounts.
Log in to your account, go to the Loyalty page, and select “Join” — it’s a simple one-step opt-in.
You'll need to first sign-up and opt-in to Koorong Rewards online. Once you're opted in you can earn points and apply store credit on in-store purchases.
You’ll earn points every time you shop, with higher tiers earning faster:
You can also earn bonus points:
All new members start in Bronze tier. You move up tiers based on spend in a rolling year:
There is no minimum number of purchases required — tiers are based on total spend only.
Yes, store credit can be redeemed either online or in-store.
You must first convert your points into store credit in your account before it appears as a payment option.
Customer points from guest purchases are held for 30 days. Opt-in to join Koorong Rewards within that time, and you can claim them — otherwise they will expire.
Yes — your points balance and tier level remain unchanged and have been carried over to the new Koorong.com
Trade Discount Accounts already receive special account-level pricing and discounts. As a result, they are not eligible to earn Koorong Rewards points or receive loyalty program benefits.
If you need help navigating the new website, our team is ready to assist. Please call us (02) 9857 4477
Order Status
You can check your order status here.
Standard Post - Australia Post Tracking
Track your standard shipping order with Australia Post's tracking tool: auspost.com.au/track
Express Post - StarTrack & Australia Post Tracking
Track most Express Shipping orders with StarTrack's tracking tool: https://startrack.com.au/track
If Australia Post Express is sending your Express order, please use this tracking tool: auspost.com.au/track
Koorong's Click & Collect is a service that allows customers to purchase in-stock items online and pick them up at a designated Koorong store location. There is no service fee to use Click & Collect at Koorong.
No minimum purchase is required to use Koorong's Click & Collect service.
Yes, items purchased through the Click & Collect service can be returned in-store if they abide by Koorong's standard return terms and conditions.
Your Click & Collect order will be held at the designated Koorong store for fourteen (14) days from the date of the email confirmation. Should the order be uncollected within 14 days, all items will be restocked, and a refund will be processed.
Preorders
Your preorder will be sent one business day before the product release date. We will email you when your order has been dispatched from our warehouse. Please note that your payment will be charged upon placing your preorder.
Back orders
If items in your order are not in stock but available at the supplier or another store, they will be back ordered and either sent from another Koorong store or ordered from the publisher/supplier. Your backorders will be shipped separately using regular post (additional postage charges may apply). We will keep you informed of the progress of your order via email.
If you find a lower price* on any item in stock, let us know, and we will gladly match it.
In-store
*Conditions apply
Conditions:
Koorong is entitled to amend these terms and conditions, prices and other agreements without prior notice. The user is responsible for being regularly and well informed about the latest status of these conditions and the currently applicable prices. Each subsequent access to and continued site use after an amendment shall be deemed as an acceptance of the revised terms or conditions.
Goods & Services Tax (GST)
GST does not affect the supply of goods outside of Australia and New Zealand or goods being sent overseas (Goods and Services Tax). When your order is shipped outside Australia and New Zealand, the amount of GST will be deducted. To estimate this amount yourself while searching or browsing this site or viewing your shopping basket, multiply the displayed price by 0.909 to see the GST-free price.
At Koorong, we are committed to offering the lowest possible prices. When a product is ’NET priced’, it is even more keenly priced; therefore, no further discounts can be applied.
Credit & Debit Cards
Visa and Mastercard, credit and debit cards, are accepted at Koorong. We do not currently have the capability to accept American Express, Diners Club, UnionPay, Discover, or JCB.
To ensure the swift processing of your order, payment by debit and credit cards is recommended on Koorong.com. This allows us to expedite the fulfilment process. We have implemented robust security measures for handling your credit card information for peace of mind. To make future online ordering even more convenient, you can securely save your payment details in your Koorong Account Preferences.
PayPal
PayPal is accepted at Koorong.
Please note that a registered PayPal account is required for this service.
Contactless Payments
Koorong accepts all mainstream contactless payment methods, including but not limited to Apple Pay, Google Wallet, Visa payWave, Mastercard PayPass, Samsung Pay and Fitbit Pay.
Account Payments
For those who have a pre-arranged account with Koorong, you have the option to charge your order to your 30-day Koorong Account. Your order will be promptly shipped for orders paid on account, and you can arrange payment within the account's terms. However, this option will not be available if your account has an insufficient credit limit to process the order.
Other Options
We understand that some customers prefer not to enter their credit card details online. If that's the case, please call Koorong Customer Service to submit your order. It's important to note that choosing this option may result in a longer processing time for your order. We cannot begin processing or reserve the items until the payment is received. A member of our dedicated staff will process your order. Please note, some items may become unavailable by the time payment is confirmed.
Australia
We understand the excitement of receiving your order, especially for a special occasion. That's why we work hard to ensure your items are delivered quickly and efficiently.
Please note that delivery times are provided only as an indication for orders where items are in stock. Unexpected delays from our mail carriers may affect the times stated here.
Delivery times Regular Shipping Express Shipping
Sydney, Brisbane, Melbourne, Perth,
Adelaide, Canberra Metropolitan Areas
(Excluding NT and some regional areas)
2 - 8 business days 1 - 4 business days ** For orders placed before 1pm Australian Eastern Time (AEST/AEDT)
** Orders placed before 1pm AEST will receive priority processing and usually arrive within 1 to 4 business days of the order being shipped, providing the item is in stock. In some cases where stock is low, items may sell out before an order is fulfilled.
New Zealand
Delivery times Overseas Shipping
New Zealand 7 - 21 Business Days
Key Delivery Information
· At Koorong, we only charge you one delivery fee for any standard postage order, even if that order is filled in more than one shipment.
· Backorders of temporarily unavailable items on your initial order will not be charged an additional delivery fee when sent.
· For larger orders, please contact the Customer Service Team to confirm availability and shipping times.
· Orders are shipped directly from our warehouse and stores. You may receive multiple deliveries to fulfil your order as quickly as possible.
· Express shipping is available to most areas within Australia.
· Express Shipping is not available for orders shipped to the Northern Territory, some regional areas and New Zealand.
Gift Cards
Treat gift cards and eVouchers like cash. Lost, stolen or damaged cards will not be replaced or refunded. Gift cards have no value until activated. Once activated, it can be redeemed for the purchase of products in-store or online at any Koorong store or Pages Cafe, as long as the purchase is not of excluded items (such as another gift card). This card can be used for full or partial payment but is not redeemable for cash or credit. Koorong gift cards are not reloadable. See below for the list of excluded items. See below for the list of excluded items.
Gift cards expire three years from the date of purchase written on the card.
Any unused balance will not be refunded or credited upon expiry.
Items that cannot be paid for with a Koorong gift card
Users cannot pay for these items with a Koorong gift card:
Australia
We understand the excitement of receiving your order, especially for a special occasion. That's why we work hard to ensure your items are delivered quickly and efficiently.
Please note that delivery times are provided only as an indication for orders where all items are available at the time of order. Unexpected delays from our mail carriers may affect the times stated here.
Delivery times (by area)
Sydney, Brisbane, Melbourne, Perth, Adelaide, Canberra Metropolitan Areas (coast to coast may take longer)
Regular Shipping
2 - 8 working days
Express Shipping
1 - 4 working days**Order placed before 1 pm Australian Eastern Time (AEST/AEDT)
All other destinations (Excluding NT, North-West WA, Christmas & Keeling Islands or overseas)
Regular Shipping
3 - 7 working days
**Orders placed before 1 pm AEST will receive priority processing and usually arrive within 1 to 3 working days of the order being shipped, providing the item is in stock and at one store location. Stock figures displayed on Koorong.com accurately represent our online store availability. When availability is below 5, stock levels can sell quickly and may not be available to fill your order.
Key Delivery Information
Express shipping is available to most areas within Australia. We cannot offer the service to the Northern Territory, North-West Western Australia, Christmas and Keeling Islands, or orders shipped outside Australia.
*Out-of-stock items (including preorders) or items sent from multiple stores will affect the express shipping option. Only the first part of your order will be sent express; items on backorder will be sent out post-free as they are made available but not express shipped.
Ensure that the total stock quantity you require is at one store to ensure your order is not delayed. It may be worth placing a phone call to the store to double-check indicated stock numbers.
If you wish to have items express shipped from multiple locations due to your required quantity, don't hesitate to contact our Customer Service Team by phone to ensure we can organise this for you. Each separate order will incur additional express shipping charges of $4.99 per package.
New Zealand
Delivery times (by area)
New Zealand
Overseas Shipping
7 - 21 working days
Express Shipping is not available for orders shipped to New Zealand. We will only charge postage on shipped items for international deliveries, including the minimum shipping fee. Subsequent shipping of back-ordered products will be charged at the standard international delivery rate; however, no minimum fee will be applied to these shipments.
Australia
We understand the excitement of receiving your order, especially for a special occasion. That's why we work hard to ensure your items are delivered quickly and efficiently.
Please note that delivery times are provided only as an indication for orders where items are in stock. Unexpected delays from our mail carriers may affect the times stated here.
Delivery times Regular Shipping Express Shipping
Sydney, Brisbane, Melbourne, Perth,
Adelaide, Canberra Metropolitan Areas
(Excluding NT and some regional areas)
2 - 8 business days 1 - 4 business days ** For orders placed before 1pm Australian Eastern Time (AEST/AEDT)
** Orders placed before 1pm AEST will receive priority processing and usually arrive within 1 to 4 business days of the order being shipped, providing the item is in stock. In some cases where stock is low, items may sell out before an order is fulfilled.
New Zealand
Delivery times Overseas Shipping
New Zealand 7 - 21 Business Days
Key Delivery Information
· At Koorong, we only charge you one delivery fee for any standard postage order, even if that order is filled in more than one shipment.
· Backorders of temporarily unavailable items on your initial order will not be charged an additional delivery fee when sent.
· For larger orders, please contact the Customer Service Team to confirm availability and shipping times.
· Orders are shipped directly from our warehouse and stores. You may receive multiple deliveries to fulfil your order as quickly as possible.
· Express shipping is available to most areas within Australia.
· Express Shipping is not available for orders shipped to the Northern Territory, some regional areas and New Zealand.
Create an account or log in to unlock the full Koorong experience. With Koorong Membership, you can track your orders, save your details for faster checkout, create wishlists, access exclusive member offers, and enjoy a more personalised shopping experience every time you visit.
Welcome to the new Koorong.com—Your Christian Bookstore online, designed to give you a faster, easier, and more enjoyable experience.
Enter your email address and we’ll send you a secure one-time code. Enter the code to log in — no password required.
No — passwords are no longer required. You’ll use a new one-time code each time you log in.
Your code expires after 15 minutes. If it expires, simply log in again to receive a new one.
Didn't recieve your one-time code?
If you enter a different email, a new account will be created and you won’t see your order history, loyalty points, or tier.
Tip: Always use the email linked to your existing account.
Yes — you can log in using Shop Pay for a fast, secure experience.
Shop Pay is a secure payment service provided by Shopify that allows customers to save their payment and shipping details for faster checkout across participating Shopify stores. When a customer chooses to save their details with Shop Pay, their credit card information is stored securely by Shopify, not by Koorong. Koorong does not store, retain, or have access to customers’ full credit card details. As a result, customers may notice that their payment information is automatically populated during checkout if they have previously used Shop Pay, but this functionality is managed entirely by Shop Pay and Shopify’s secure systems rather than by Koorong. Learn more.
Yes — you can check out as a guest.
Customer points from guest purchases are held for 30 days. Opt-in to join Koorong Rewards within that time, and you can claim them — otherwise they will expire.
Have you shopped with us before? Your account, saved wishlists, loyalty points and existing tier level are all ready and waiting for you.
No — everything has been carried across to the new website.
Customer Review Guidelines
Reviews should focus on why you like or dislike a product, giving specific information that will benefit readers interested. Fairness and respect for the author/creator are requested, even if you dislike the product.
Please do not include:
It is illegal to submit copyrighted content not written by you (without the author's express consent). Koorong will not take responsibility for unauthorised content, and the user may be personally liable for any damages.
Deleting my Koorong account
Should you wish to delete your Koorong account permanently, please submit a formal request via our contact form. Please provide your account's associated email address or member number if available so that we can process your request promptly.
If you need help navigating the new website, our team is ready to assist. Please call us (02) 9857 4477
Introduction
Koorong Books Pty Ltd (ABN 93 001 583 759), trading as Koorong, respects and upholds your rights under the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) (Privacy Act).
In this policy, personal information and sensitive information have the same meanings as under the Privacy Act. This policy sets out Koorong's commitment to you about the information we may hold about you.
Questions, Feedback and Requests
If you have any questions or feedback about this policy or our commitments, please get in touch with our Privacy Officer at:
Attention: Privacy Officer
Koorong Books Pty Ltd
Level 8, 32 Phillip Street
Parramatta NSW 2124
Postal Address:
PO Box 405
Parramatta NSW 2124
Phone: (02) 9857 4477
If your feedback is a complaint, Koorong will advise what (if any) action is considered appropriate, or if we disagree with you, we will provide reasons. If you remain unsatisfied, you can contact the Office of the Australian Information Commissioner (www.oaic.gov.au).
Nothing in this policy can be construed to limit your rights under any contractual arrangements you may have with Koorong or any statutory rights under the Privacy Act or other applicable legislation.
Addendum/FAQ to be read in conjunction with the Privacy Policy
How do we collect and hold personal information?
When we collect personal information from you, we record it. We do this when:
We use personal information in the following ways:
Cookies Statement
A cookie is a small text file created by a web server and stored on your computer, enabling a unique identification to be given to your computer. Cookies enable our systems to track your clicks as you browse and shop online and move between pages on our site.
The cookie also helps us to greet you personally and keep track of the items in your shopping basket without taking extra time to re-verify your password on each page.
We do not use cookies to retrieve or store personal information about you from your computer.
Most Internet browsers are pre-set to accept cookies. If you prefer not to receive cookies, you can adjust your Internet browser to disable or warn you when cookies are being used. By disabling cookies, you cannot participate in some of the online features offered by Koorong. We recommend that you leave your cookies enabled. By disabling cookies, you will not be able to participate in some of the online features offered by Koorong, including being able to shop with us online.
Browser Information
Our service provider records your visit to our website and logs information from your browser, including your IP address, the date and time of your visit, the pages accessed, documents downloaded, and the type of browser used.
This is a fraud prevention measure to enable us to evaluate our website usage and improve our online service. The information collected is not linked to individual users except in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the service provider's logs.
In addition, when you use our online search facility, we collect information about your product searches and browsing history. Koorong uses this information to evaluate our service and determine whether we provide the products and services our customers desire. Such information is not linked back to individual users.
Email and Other Communication Preferences
The Koorong website allows users to opt out of receiving communications from us at the point where information is requested.
Our online registration form and other online forms contain an email correspondence opt-out checkbox; by submitting the form without checking this box, you will be entitled to receive email correspondence notifying you about sales and other events, special offers, new and upcoming releases, and online catalogues.
Suppose you have already submitted your registration information and granted your permission to receive email correspondence. In that case, you may opt out by amending your preferences at My Koorong > My Preferences or contacting our Privacy Officer.
Koorong may also use the postal correspondence information you supply to provide you with periodic mailings containing information about sales and other events, special offers, and new and upcoming releases. If you do not wish to receive such mailings, please opt out by amending your preferences at My Koorong > My Preferences or contacting our Privacy Officer.
Where we receive a request from you concerning your privacy options, as noted above, we will use our reasonable efforts to delete the relevant personal information from our records. However, we cannot guarantee that the information has been deleted; there is a possibility that a residual copy of the information will be retained on a backup system.
Koorong will generally collect and hold information about you (including personal information and, where applicable, sensitive information) obtained directly from you in person, by telephone, through print materials, or via digital platforms (including through the use of cookies and similar technologies). We may also collect information from third parties where you have authorised this, where it is reasonably necessary to provide our products and services, or where otherwise permitted by law.
Personal Information
The types of personal information we collect depend on the purpose for which it is collected. You may choose not to provide certain personal information; however, this may limit our ability to provide products, services, or assistance to you.
The personal information we collect may include:
We may collect personal information when you:
Sensitive Information
Koorong does not generally collect sensitive information. Where it is reasonably necessary for our functions or activities, we will only collect sensitive information with your consent or where otherwise permitted or required by law.
Website and Statistical Information
When you visit a Koorong website, our servers and service providers may collect information automatically through cookies and similar technologies, including:
We collect this information to help operate, maintain, secure, analyse, and improve our websites and services, and to better understand customer preferences and website usage.
You can adjust your browser settings to refuse cookies or to notify you when cookies are being sent. However, if you disable cookies, some features of our websites may not function correctly.
Use and Disclosure of Information
Koorong will only use and disclose your personal information for the purpose for which it was collected, related purposes that you would reasonably expect, or as otherwise permitted or required by law.
We may use your personal information to:
We may disclose your personal information to:
Some of our service providers may be located outside Australia or may store information on systems located overseas. Where personal information is disclosed overseas, Koorong will take reasonable steps to ensure that it is handled in accordance with the Australian Privacy Principles and applicable privacy laws.
Direct Marketing
Koorong may contact you from time to time about products, services, promotions, events, and special offers where you have consented to receive such communications or where otherwise permitted by law.
You may opt out of receiving marketing communications at any time by using the unsubscribe facility included in our communications, updating your account preferences, or contacting our Privacy Officer.
Security of Information
Koorong takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure.
Security measures may include physical security controls, restricted access to information, staff training, password protection, encryption technologies, secure networks, monitoring systems, and other technical and organisational safeguards appropriate to the nature of the information held.
Payment transactions are processed through PCI DSS-compliant payment service providers. Koorong does not store full payment card details unless permitted and required for a legitimate business purpose.
Retention and Destruction of Information
Koorong will retain personal information only for as long as necessary to fulfil the purpose for which it was collected, to comply with legal obligations, resolve disputes, enforce agreements, or as otherwise permitted by law.
When personal information is no longer required, and we are not legally required to retain it, we will take reasonable steps to securely destroy or permanently de-identify the information.
Access to and Correction of Information
You may request access to the personal information we hold about you, subject to any exceptions permitted under the Privacy Act and the Australian Privacy Principles.
You may also request that we correct any personal information that is inaccurate, out of date, incomplete, irrelevant, or misleading.
Requests for access or correction should be made in writing to the Privacy Officer.
We will respond to your request within a reasonable period and, where appropriate, provide access or make the requested correction.
In some circumstances, Koorong may charge a reasonable fee for providing access to personal information. If a charge applies, we will advise you of the cost before processing your request.
Introduction
Koorong Books Pty Limited (Koorong) is committed to supplying safe and ethically manufactured Christian resources. Koorong reserves the right to decline trade with Suppliers that do not demonstrate this commitment.
Application
This Fair Trade Policy defines our minimum standards that all Suppliers must adhere to in order to trade with Koorong.
This policy also applies to (not exclusively) sub-contractors, traders, retailers, distributors, wholesalers, designers, licensees, importers, manufacturers or organisers of production that in any way form part of the chain of supply to Koorong.
Suppliers are responsible for ensuring all their sub-contractors and suppliers (including labour, materials or goods and services) used in relation to products provided to Koorong comply with this Fair Trade Policy.
Methods of production used by Suppliers must not involve exploitation or endanger health and safety of any persons or the environment. Koorong regards exploitation of children as especially unacceptable and reserves the right not to trade with Suppliers who are at variance on this issue.
Obeying legal requirements
Koorong requires all Suppliers to fully obey the laws of the countries in which they function. This includes (but not exclusively) all employment, safety, the environment and business operations laws. All standards outlined in Koorong’s Fair Trade Policy are expected to be followed in addition to relevant local legislation.
Koorong will only do business with Suppliers who comply with the standards below:
Employment
Suppliers shall not use child labour. Due to their vulnerability, Koorong believes that children deserve extra protection from exploitation. Children should have the opportunity, where possible, to participate in an education up to the compulsory age limit deemed by local laws. Work should not interfere with a child’s education. Koorong supports participation in legitimate apprenticeship or trainee programs to educate and assist students under school-leaving age (e.g. 15-16-year-olds) and legitimate casual work where appropriate, providing the work is light, is performed in safe conditions and does not involve exploitation.
Forced/Compulsory Labour
All workers must freely choose the decision to work. Suppliers shall not use compulsory or involuntary labour, slavery or debt bondage. Workers must be genuinely free to terminate their employment at any stage with reasonable notice.
Appropriate Pay & Benefits
The Supplier must set out in writing for its workers clear terms of employment, including wages, benefits and conditions for a regular working week. Workers must be paid at or above the local legal minimum wage for the work performed. The Supplier must not use contracts, trial periods or other arrangements to avoid legal obligations for pay and conditions.
Hours Of Work
Ordinary hours of work shall be consistent with local legislation. All overtime must be voluntary and without coercion and should be duly paid per the agreed conditions of employment and local laws.
Discrimination & Harassment
Koorong believes that all people are created in the image of God and must be treated equally and with dignity and respect. Suppliers will not use (either actual or implied) any physical, sexual, emotional forms of harassment, abuse, discipline or intimidation with any of their workers.
Suppliers are to avoid using discriminatory words, actions or behaviour. A worker’s ability to do the job should determine their employment and all associated conditions rather than discrimination based on non-work-related factors, such as race, religion, gender, personal situations or beliefs.
Workers must not be disadvantaged or prevented from forming or joining communities that raise issues relating to mutual protection and dignity in wages and working conditions.
Environment, Health & Safety
Suppliers will provide a clean and safe workplace, including providing plant, equipment and work processes that do not pose a risk to the health and safety of their workers. Staff must also receive adequate training and supervision to ensure their safety.
Of specific concern concerning worker safety is the provision of adequate emergency facilities such as:
Other important safety standards include:
Environmental standards:
Importation of Regulated Timber Products
Koorong is aware of its legal responsibilities under the Illegal Logging Prohibition Act 2012 and the Illegal Logging Prohibition Regulation 2012 (the illegal logging laws). Our product buyers actively manage the risk of importing products containing illegally logged timber by undertaking ‘due diligence’ when sourcing products for sale in our stores. A declaration of compliance is sought when any regulated timber products are imported.
Business ethics
Koorong values and promotes a high standard of honesty, integrity, respect, fairness and professionalism in their business ethics. We also expect our Suppliers to follow equivalent standards in their operations. Bribes, favours, inappropriate gains or other illegal or improper payments, whether in cash or otherwise, are strictly forbidden, whether or not they are offered with the intention of securing trade with Koorong.
Implementation and monitoring of the Fair Trade Policy
Koorong (and its representatives) reserve the right to visit Supplier factories or facilities with or without prior notice to ensure adherence to this Policy. Breaches of this policy will be registered with the Supplier’s management for investigation and action as appropriate.
If deemed appropriate, action taken by Koorong may include ceasing trade with the relevant Supplier.
Introduction
At Koorong, we are committed to providing exceptional customer service and ensuring customers have a positive experience with our products and services. We recognise that there may be instances where customers are unsatisfied with their interactions, and we value their feedback as an opportunity to improve. This Complaints Handling Policy outlines our approach to addressing and resolving customer complaints fairly, efficiently, and transparently.
Scope
This policy applies to all customers who have purchased products from Koorong.
Definition
A complaint is defined as any verbal or written expression of dissatisfaction from a customer regarding our products, services, staff interactions, or any aspect of their experience with Koorong.
Principles
Fairness
We will treat all complaints seriously and impartially, regardless of their nature or source.
Transparency
We will communicate openly with customers regarding the complaint resolution process, expected timelines, and outcomes.
Confidentiality
Customer information and complaint details will be handled confidentially sharing only with those directly involved in the resolution process.
Timeliness
We will strive to address and resolve complaints promptly, aiming to achieve a resolution promptly.
Continuous Improvement
Insights gained from complaints will be used to identify areas for improvement in our products, services, and processes.
Lodging a complaint
Customers can lodge complaints through the following channels:
Complaint resolution process
Escalation
If the customer is not satisfied with the resolution provided, they may request to escalate the complaint to a higher management level. This request will be accommodated, and the matter will be reviewed by a more senior staff member.
Record-keeping
All complaints, their details, investigation outcomes, and resolutions will be documented and retained.
Review and improvements
This Complaints Handling Policy will be periodically reviewed to ensure its effectiveness. Feedback from customers and staff will be considered in making improvements.
Reviews should focus on why you like or dislike a product, giving specific information that will benefit readers interested in the product. Fairness and respect for the author/creator are requested, even if you dislike the product.
Please do not include:
Note that it is illegal to submit copyrighted content not written by you (without the author's express consent). Koorong will not take responsibility for any such unauthorised content, and the user may be personally liable for any damages.
Definitions
Within these Terms of Sale:
Your legal rights
Certain laws, including, but not limited to, the Australian Consumer Law, will apply to your purchase of Goods. You have certain rights under Australian Consumer Law, including that the Goods must be of acceptable quality, reasonably fit for the use that Koorong claims they would be fit for, and that the Goods will correspond to any relevant description. Nothing in these Terms and Conditions should be interpreted or applied in such a way that it excludes, restricts, or modifies the law. For more information visit www.consumer.gov.au.
Pricing and taxes
Your Koorong account
Orders
After you have submitted an order or payment
Cancellation of orders
Availability of goods
Delivery
Click and Collect
Refunds
Returns for faulty or damaged goods
Once your order has arrived, you should check to see if it is what you ordered or if it is damaged or faulty. If your order contains incorrect, damaged or faulty goods, please get in touch with Koorong.
If you are unsatisfied with your Koorong Product you can return it within 60 days if you still have proof of purchase, and it is in a resaleable condition.
Koorong does not allow returns on Digital products such as - eBooks, eAudio Books and tickets.
You can submit a Returns Request here.
General
Koorong has a right to edit The Terms of Sale at any point and any modification to the Terms of Sale takes effect as soon as it appears on the website.
Discount Policy
Where applicable, discounts are only available for items currently in stock. Discounts and promotional offers cannot be combined or stacked. Where more than one discount, promotion, or account-level discount is available, the highest applicable discount will apply. Advertised discounts are valid for retail, personal-account customers and eligible account holders, unless otherwise specified.
Discounts do not apply to eBooks, audiobooks, gift cards/vouchers, tickets, licences, NETT-priced items, donations, bookstalls, backorders, preorders, or Pages Café purchases.
Discounts apply to purchases made by cash, credit card, EFTPOS, and gift card/voucher redemption only. All discount thresholds are advertised in Australian Dollars (AUD). Online orders must be paid for at the time of order via credit card, PayPal, or gift card/voucher redemption to receive a discount. Shipping rates are calculated after discounts have been applied. Where applicable, loyalty points are earned on the final discounted purchase price.
Koorong reserves the right to amend, alter, or discontinue elements of this policy where appropriate.
Online-Only Sales
Where applicable, advertised discounts for online-only sales are only available for:
Discounts are not available for purchases made in-store or over the phone.
Discounts, markdowns, promotional offers, and account-level discounts cannot be combined or stacked unless otherwise specified. Where multiple discounts are available, the highest applicable discount will apply.
Online sales end at midnight (AEST) on the specified date. (AEDT applies from the first Sunday in October to the first Sunday in April.)
The above Discount Policy applies. Koorong reserves the right to amend, alter, or discontinue elements of this policy at any time where appropriate.
Storewide Sales
Where applicable, advertised discounts for storewide sales are only available for items currently in stock on Koorong.com or in-store. Discounts, markdowns, promotional offers, and account-level discounts cannot be combined or stacked unless otherwise specified. Where multiple discounts are available, the highest applicable discount will apply.
Advertised discounts are valid for retail customers and eligible account holders unless otherwise specified.
The above Discount Policy applies. Koorong reserves the right to amend, alter, or discontinue elements of this policy where appropriate.
Please see opening hours for each store. Online sales end at midnight (AEST) on the specified date. (AEDT applies from the first Sunday in October to the first Sunday in April.)
In-Store Only Sales
Where applicable, advertised discounts for in-store-only sales events are only available for:
Discounts are not available for online purchases or orders placed over the phone.
Discounts, markdowns, promotional offers, and account-level discounts cannot be combined or stacked unless otherwise specified. Where multiple discounts are available, the highest applicable discount will apply.
Discounts do not apply to:
Please see opening hours for each store.
The above Discount Policy applies. Koorong reserves the right to amend, alter, or discontinue elements of this policy where appropriate.
Discount Codes
Where applicable, storewide discount codes are applied to the entire basket at the point of sale on Koorong.com or in-store, and only apply to items currently in stock. Discount codes, promotional offers, and account-level discounts cannot be combined or stacked unless otherwise specified. Where multiple discounts are available, the highest applicable discount will apply at checkout. Discount codes are single-use only unless otherwise specified.
Discount codes do not apply to:
The above Discount Policy applies. Koorong reserves the right to amend, alter, or discontinue elements of this policy where appropriate.
Koorong & Excelsia University College
Koorong is now part of Excelsia University College, a respected Christian higher education provider with a strong foundation in faith-based learning and leadership. This new season marks an opportunity to strengthen our mission, extend our reach, and continue serving the Christian community with the same heart and purpose that has guided us for decades.
This transition means Koorong will no longer be under Bible Society Australia’s umbrella. We are incredibly grateful for their guidance and support during a time of transition and growth. Their care for Koorong and its future has helped position us for this exciting new phase.
Under the leadership of Excelsia University College, we are confident that Koorong will continue to flourish as a space where Christians can discover rich resources, build their faith, and stay connected to a broader spiritual conversation. Excelsia brings with it not only a depth of theological and educational expertise but also a strong commitment to Christ-centred values and community impact—values that align perfectly with our own.
Our History
Koorong has been a household name among Christians for more than 40 years, having opened initially, very modestly, in a garage in the street of our name in Marsfield Sydney in 1978. Owned by Bible Society Australia since July 2015, we have grown extensively over those 42 years with our 14 retail stores located across every state and territory except NT. We also deliver across the entire breadth of Australia via our efficient online webstore. We have access to over 200,000 Christian titles both in print and print on demand.
From the beginning, Koorong has remained committed to spreading God’s Word and building up the body of Christ by providing an extensive range of Christian books, Bibles, music, DVDs, gifts and more at an affordable price. We are excited to be sharing with you in the important ministry of providing quality Christian resources that offer guidance and encouragement to the Church and introduce others to the good news of Jesus Christ.
‘Koorong’, like many place names across Australia, is an Indigenous word. For the Kulin Nation clans in Victoria ‘Koorong’ is the Woiwurrung word for ‘canoe’. We also believe it is used to describe a ‘waterhole’ or ‘oasis’. We love the thought of being an ‘oasis’ to our customers!
Christ-Centredness
We honour Jesus in all we do—He is the heart of our mission, and we seek to bring him glory.
Servanthood
We go beyond transactions—we approach one another and our customers with care, compassion, and a heart to serve.
Community
We come together to work, collaborate, and celebrate—bearing good fruit through unity and shared purpose.
Integrity
We strive to do what’s right, speak with honesty, and act with humility in all circumstances- honouring God in our words and actions.
As Australia’s leading provider of trusted Christian resources, our mission is to spread God's Word and build His Kingdom - faithfully serving our customers, supporting the Church and those exploring faith.
Ethics of Koorong
Koorong management and staff operate the business on the foundation of our company’s mission: “To spread God's Word and build His Kingdom - faithfully serving our customers, supporting the Church and those exploring faith.”
Establishment of Koorong stores
Koorong does not currently operate on a franchise basis. The management of Koorong feels that for a franchising operation to run smoothly, Koorong would need to provide franchisees with a complete package of our computer system tools and a franchise manager. These systems are crucial for stores to provide the customer service expected from a Koorong store. At this stage, we have not been able to package these systems in a form that would be practical for a franchisee to use. If, at a later date Koorong can provide franchises, this information will be added to our website.
For a Koorong store to be viable, an area or region must have 100,000 people. The reason why Koorong established new stores in certain areas is largely driven by customer demand. Often, Koorong will already be taking large amounts of mail orders in that area and are responding to customer requests that we build a store near them. However, we are continuing to improve our website to effectively service customers who live outside a region with a Koorong store.
Product Content Queries
Our mission statement always guides Koorong’s decisions on what products to stock. We will only stock a product if we believe it “will be of spiritual benefit to the body of Christ.” Koorong stocks over 100,000 items, so reading all the books we stock would be impossible before ordering them. However, we rely on the integrity of the publishers we use, most of which are members of the Evangelical Christian Publishers Association (ECPA). As members of this association, the publishers affirm and uphold a statement of faith identical to that of the US-based National Association of Evangelicals. If a publisher is not a member of the ECPA, we screen their products more carefully before stocking them. Koorong aims to carry many opinions to stimulate thought and debate.
Koorong is open to hearing any complaints or feedback regarding the products we stock. The best course of action is to put your concerns in writing. You can email us your concerns, which will be forwarded to the appropriate buyer. Alternatively, our store or phone staff would happily pass on your concerns.
Environmental Stewardship
Koorong is committed to the reduction of the usage of plastic bags and would like to encourage our customers to join us in this important initiative. Excessive plastic bag usage results in tonnes of unnecessary landfill each year, and poorly discarded bags can cause additional hazards to wildlife. If we can significantly reduce the number of bags used and encourage smart usage and disposal, we can help protect the environment. Koorong has voluntarily committed to the principles of the Australian Retailers Association Code of Practice for the Management of Plastic Bags. This code is a retail industry initiative in partnership with Clean Up Australia to educate consumers and retailers and promote efficient bag use.
At Koorong, we ask customers if they require a bag and promote alternatives such as reusable bags and boxes. We also train staff on efficient plastic bag usage & recycling and educate & inform customers to reduce the demand for plastic bags.
When shopping at Koorong, we encourage you to:
We appreciate your help in reducing plastic bag waste and its environmental impact.
Submit an enquiry form and contact our team.
Submit an enquiry form and contact our team.
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