Australia    |    New Zealand

Customer Care

At World Book we hope that we can make purchasing and using our products easy. We have created a list below to assist you with any queries you may have. If you are unable to find the answers you are looking for then please contact Customer Service on Free Phone 1800 647 842 (Australian customers) or Free Fax 0800 174 130 (New Zealand customers).

Accounts & Billing Enquiry

If you have an account or billing enquiry, please contact Forward Learning on Free Phone 1800 647 842 (Australian customers) or Free Fax 0800 174 130 (New Zealand customers) for assistance, or contact us using our online enquiry form

Ways to Pay and Order

Forward Learning Pty Ltd offers two ways to order and two ways to pay for products.  

Purchasing via our Secure Website

We have made browsing, searching and selecting items hassle free for our customers. You can utilise the Search functions at the top right of your screen.
Once you have found a product to purchase, click buy now .  Your Shopping Cart total will appear on the right hand side of your screen while you continue to shop.
Quick steps:
  1. View Cart – just click on the view cart icon at the top of the screen to adjust your order at anytime.
  2. Shipping Rates – select “Choose Shipping Option” to select the appropriate shipping cost. This will depend on your total order value. These charges include packaging and delivery within Australia and New Zealand. Click “Get a Quote” for shipping rates outside Australia and New Zealand.
  3. Check Out - when you are ready to purchase, click on “Check Out”.
  4. Address Details – ensure that you have your billing and delivery address entered, as well as a contact telephone number.   
  5. Payment – ensure that you enter your card number, expiry date and security code, which are required to process your payment.    
  6. Receipt – once your card is approved, a receipt page is presented as confirmation of your purchase. These details will also be sent in the form of a tax invoice/receipt by email. A packing slip, which outlines your order, will also be included when your parcel is delivered. The packing slip, however, will not contain pricing information.

Purchasing via Manual Order/Phone

Our staff can help you with any pre-purchase enquires, as well as take an order and arrange payment by credit card or cheque if you prefer.
Phone: 1800 647 842
Mail: PO Box 450, Crows Nest NSW 1585
To place an order by mail or fax, click on the “Manual Order” button and select the relevant order form to open and then print. Complete the order form and fax to:
Forward Learning on:
Australia: 1800 505 003
New Zealand: 0800 174 130

Shipping Details

Your parcel will be delivered by Australia Post service during normal business hours. If no one is home at the time of delivery, a card will be left informing you of how to collect your parcel during normal business hours at your local Post Office. Parcels will be held for their maximum hold time. However, should you not respond to their respective calling card and the parcel is returned to us as unclaimed, further freight charges will be payable for re-dispatch. Freight charges paid for the original dispatch are not refundable. The estimated delivery time is 7 to 10 business days from the time the order was processed. Deliveries to New Zealand may vary slightly.

Refund and Returns Policy

Forward Learning Pty Ltd will replace any faulty or damaged goods. We pride ourselves in the care we take in packing and shipping our internet, phone and mail orders, unfortunately, accidents or errors occur. Notification of faulty, damaged, incorrect or missing products must be received by our staff within 48 hours of your parcel being delivered.  Should your parcel contain a damaged or faulty item, either telephone (02) 9902 3400 or +61 2 9902 3400 (New Zealand) or email for instructions on how to the return goods.
Forward Learning Pty Ltd will replace any undamaged items within 30 days of purchase as long as the product is returned in its original condition including its packaging and is accompanied by proof of purchase in the form of a tax invoice/receipt and/or packing slip. Delivery and handling charges on returns are not refundable for errors made by the customer, and products are to be returned to our warehouse at the customer’s own cost and risk.

In order to process your return of goods, please call and speak to one of our friendly staff on (02) 9902 3400 or +61 2 9902 3400 (New Zealand).  Orders originally paid by credit card will only be refunded by reimbursing your credit card. All other refunds will be by cheque.


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