Online Shop Terms & Conditions / Privacy policy

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Lonely Planet Online Shop – Terms and Conditions of Use

1. Online Shop
2. Use of the Online Shop
3. Payment, charges, transaction fees and taxes.
4. Delivery and delivery charges
5. Digital products
6. Returns and refunds
7. Intellectual Property Rights
8. Disclaimer and limitation of liability
9. Privacy
10. General

These Terms and Conditions apply to your use of the Lonely Planet Online Shop, which can be found at (Online Shop). These Terms and Conditions should be read in conjunction with our:

(collectively, the Terms)

In the event of any inconsistency between these Terms and Conditions and the provisions contained in the Website Terms, the provisions in these Terms and Conditions prevail.  “Us”, “we”, “our” or “Lonely Planet” when mentioned within these Terms and Conditions will refer to:

  • Lonely Planet Publications Pty Ltd if you are situated in Australia, Asia or the Pacific region; or

  • Lonely Planet Publications, Inc. if you are situated in the Americas; or

  • Lonely Planet Publications Ltd if you are situated in Europe, Middle East or the United Kingdom.

If you access, use and/or make a purchase from the Online Shop, we will take that to mean that you agree to the Terms and that they are binding on you.  If you don't agree, please refrain from using the Online Shop. We may change the Terms and Conditions from time to time (and may or may not let you know that we have), so you should come back to this page regularly to check the Terms and Conditions. 


1.     Online Shop

 The Online Shop is an internet service that allows you to browse and purchase a selection of our bound guides (guides) and digital products (digital products).  If you have any problems using, or any questions about, the Online Shop, please refer to our FAQs.   


2.     Use of the Online Shop

While we use all reasonable endeavours to make sure that the Online Shop is available 24 hours a day, we cannot guarantee that your access will be uninterrupted or error free. Access may be unavailable temporarily without notice in the event of a system failure, maintenance or any reason beyond our control.

Any links to third party sites appearing on the Online Shop are provided for your convenience only. Your access of such third party sites is at your own risk and may be subject to third party terms of use.


3.     Payment, charges and taxes

What forms of payment does Lonely Planet accept?

You may purchase products from the Online Shop with the following credit cards: Visa, MasterCard, American Express and Visa Electron . You can also use PayPal. All purchases will be charged to your nominated card or account upon submission of your order.

International transaction charges 

Please be aware that purchases made from the Online Shop with VISA and MasterCard carry an international service charge for cross border transactions (i.e. where the retailer and shopper are in different countries) depending on the card issuer and type of credit card. This is generally between 1-3% of the purchase total.  It is your responsibility to be aware of the international service charges that your credit card issuer may charge.  We do not take receipt of these fees and are unable to refund them in any way.

International sales taxes

Depending on where you are in the world, your order from the Online Shop may be subject to a sales tax that is calculated up-front as part of your purchase and will be notified to you at the time of your purchase.

In addition, please be aware that delivery of products to some regions may incur a customs/sales tax that is payable on delivery of the physical items that you have ordered.   Please check your local tax laws before placing your order for any guide to check whether you might have to pay such a tax. If you aren't sure, contact us and we'll do our best to help you.  Being aware of your local tax laws is your responsibility, and we are unable to refund any amount charged at the point of delivery.

Credit card verification codes

We require you to provide your Credit Card Verification Code (or CVC) in order to process your payment.  The CVC is a number that appears on your credit card that allows us to verify that the person placing the order has direct access to the credit card being used.

Finding the CVC code

For Visa and Mastercard: The three digit number that appears on the signature panel on the back of the card. American Express: The four digit number that appears in the top right corner on the front of the card.

Please ensure that you provide accurate credit card details, CVC code, billing address and other information that we request from you in order to process your payment.  We may not be able to process your payment or deliver your products if the information you provide is incorrect.


4.     Delivery and delivery charges

The terms set out in this clause 4 apply only in relation to purchases of products through the Online Shop.

Delivery methods and charges

We send your purchased products to you by postal service.  Most purchased products will be sent by standard post.

If you provided incorrect delivery details and wish to amend your order, you should contact us immediately and we will do our best to amend the details before the order is dispatched. Please note, we do not guarantee that we will be able to amend the details so you must check your order carefully before it's confirmed. 

Shipping Charges

Except as set out below, shipping charges will apply for delivery of products purchased from the Online Shop. These shipping charges will be notified to you at the time of your purchase. Shipping charges are based on weight and distance and vary slightly from each of our three main locations, being Melbourne (Australia), Grantham (UK) and Oakland (California, USA). By making a purchase, you agree that you accept the shipping charges that have been notified to you.

We offer free Standard Delivery within Australia throughout most of the year, except where we run deep-discount flash sales. At these times, we do offer free shipping with a minimum spend of AU$60. Similarly in the UK, USA and Europe respectively, if you spend over UK£25 / US$40 / EU€35 in any one transaction on products from our Online Shop, we will ship the products purchased in that transaction for free*. *This does not apply to products to be delivered to the Caribbean, Asia & the Pacific, New Zealand, Central America or South America, or to first class mail deliveries shipped to the Americas or the Armed Forces. 

Express Delivery

In some regions, you will be able to elect through the Online Shop to have your purchased products sent to you by express delivery.  An additional charge, which will be notified to you at the time of making the purchase, will be payable for express delivery.  By making a purchase, you agree that you accept the shipping charges that have been notified to you.   


For products  shipped via FedEx International Priority to Canada, Central & South America and the Caribbean, you agree to us engaging FedEx, or a local broker hired by FedEx to deliver your products.  You acknowledge and agree that FedEx may charge you a brokerage fee in addition to any applicable duties or taxes, which may be calculated as either a percentage of the value of the shipment or a minimum fee.  FedEx may either require this fee upfront when you sign for the goods, or it may invoice you by mail.  We receive no part of these fees and cannot provide a refund for any such costs incurred.

It is your responsibility to ensure that the delivery details you provide are accurate and complete.  Otherwise, we will not be able to deliver the products you have purchased.

Delivery times

If your items are in stock, we will deliver them to you as soon as we can.  In the case of pre-orders, we will deliver the products to you as soon as they are in stock.

Please see our FAQ page for an indication of estimate delivery times for the guides you have purchased.  Please note that these times are intended as a guide only, and we are unable to guarantee delivery of your guide by or within a certain time.

Return to sender parcels

If your products are returned to us by the postal service, we will contact you to let you know.  If the product has been returned to us as a result of our error, we will re-send the product to you by standard post for no extra charge. 

If you provide an incorrect delivery address and the order is returned to us, we will either:
  • redeliver the product to the correct address, if provided, subject to payment of delivery costs, or
  • refund the value of the product (excluding delivery costs) dependent on whether it remains in a resalable condition. You will be responsible for any additional charges incurred including re-delivery costs.
If the order is not returned to us, you will not be eligible for a refund or re-delivery. Lonely Planet accepts no responsibility for deliveries made to incorrect or incomplete addresses provided by customers. In this case, you will need to place a new order with the correct details. 

Please note, we will not be able to amend a delivery address once the order has been dispatched.

5.     Digital products

When you purchase a digital product through the Online Shop, we will send you an email containing a link from which you can download the digital products you have purchased.  It is your responsibility to ensure that you provide us with an accurate and valid email address.

You can download each digital product purchased by you up to five times and for a maximum of 60 days from your purchase (whichever expires first).  You can only use your digital product for personal, non-commercial purposes.  You may not share any digital product purchased by you by forwarding or sending it to someone else, or use it for any commercial purpose.


6.     Returns and refunds

If your purchase is in any way defective, damaged or not as described, please contact us immediately with your proof of purchase, and we will arrange for a replacement product or refund where necessary.  For partial returns, refund amounts will be calculated against any discounts claimed at the time of ordering  (e.g. 3 for 2, % off etc).

For change of mind returns, we can provide an exchange on physical products (but not digital products) should certain circumstances change.  Please contact us within 30 days of receiving your guides, and we can arrange the delivery of your revised order upon receiving your original purchase.  Re-delivery will incur additional postage charges, which we will make you aware of at the time of re-order.


7.     Intellectual Property Rights

We own or license all intellectual property rights to and in the Online Shop and any products purchased through the Online Shop, including the content in the products, images and Lonely Planet’s trademarks.  You may not use our intellectual property or trademarks in any way or for any purpose without our prior written permission.


8.     Disclaimer and limitation of liability

We use reasonable care and skill to ensure the accuracy of the information we provide through the Online Shop and in all products purchased through the Online Shop. 

Except as provided by law, we cannot guarantee that the Online Shop or products purchased through the Online Shop will be 100% accurate.  The information in the Online Shop or products purchased through the Online Shop is general and may not be suitable for your particular needs.  You should verify critical information (such as advice about visas, health and safety) independently before you travel.  You acknowledge that you use the Online Shop at your own risk. Except as provided by law, the Online Shop and all products purchased through the Online Shop are provided 'as is' and without any warranty or representation, express or implied.  To the maximum extent permitted by law, we exclude all implied representations and warranties which, but for the Terms, might apply in relation to your use of the Online Shop or of products purchased through the Online Shop.

We are not responsible for:

  • loss that was not reasonably foreseeable;
  • loss that was not caused by our breach of contract or by our negligence;
  • indirect or secondary loss that arises from any breach by us;
  • losses that relate to a business, such as lost data, lost profits or business interruption, that you or a third person is engaged in;
  • any increase in loss that was caused by your breach of contract or your negligence.

You must take all reasonable steps to minimize the extent of any loss you may suffer as a result of your use of the Online Shop or any products purchased through the Online Shop. 


9.     Privacy

When using the Online Shop, you may choose to supply us with your ‘personal information’ in order to purchase products or to subscribe to receive our newsletter. 

If you are purchasing product, we collect and use your personal information so that we can fulfill your order and deliver your product to you.  Without this information, we would not be able to process your order or contact you if something goes wrong. 

If you’ve opted to subscribe to Lonely Planet’s email, we will collect and use your information to send you what you’ve asked for.

Sleep easy, we will not sell your contact details to marketing companies for spamming, but we may disclose information about you to business partners who help us provide the Online Shop services, such as credit card payment processing companies, PayPal and other companies in the Lonely Planet family.  If you’d like to find out more, please refer to our privacy policy

If you’ve opted to use PayPal to make your purchase through the Online Shop, then you consent to the use of your information by PayPal in accordance with PayPal’s privacy policy.



10.     General

The laws that apply to these Terms and Conditions are those of:

  • Victoria, Australia if you are situated in Australia, Asia or the Pacific region;

  • Oakland, California if you are situated in the Americas;

  • England if you are in situated in Europe, the United Kingdom or the Middle East and Africa.

If any part of the Terms and Conditions is invalid or unenforceable, it will be struck out and the remaining terms will remain in force.

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