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FAQs

General Queries

 

How do I change my password (and other account details)?

  • Log in to your My Haynes account.
  • Mouse over your 'Welcome username' to reveal a drop-down menu
  • Select My Haynes
  • Select 'Click here to navigate to My Haynes.'
  • Select 'Change password' from the list at the right side of the page
  • Fill in the form on the Change Password page and click 'Submit'

I'd like to ask an FAQ not covered here?

Please visit our Contact Us page. Please select the most appropriate e-mail address for your type of enquiry provide as much relevant information as possible.

For example: enquiries relating to cars and motorcycles, include the make, model, year, registration letters, engine size and fuel.

I would like to contact one of your authors?

We do not provide third parties (this includes visitors to our Website/) with contact details for authors or illustrators. However, if you write to Haynes Publishing (details on Contact Us) and mark your letter or e-mail for the attention of the person you would like to contact, we will be happy to pass it on.

Other Ordering Queries

 

How do I buy an Online Manual?

We offer a one year subscription to your Online Manual. Once you have chosen your online manual you will be asked to create a My Haynes account. Creating a My Haynes account is part of the purchase process and will give you secure access to your purchased Online Manual. We accept PayPal, Visa or Mastercard credit cards.

How are Online Manuals delivered?

As soon as you have purchased your Online Manual it is available for you to use.  All you need is Internet access then you log into your My Haynes account, using the same registration details you will have used to make your purchase. This makes it an ideal purchase when you need DIY service information immediately. Manuals Online are not downloads but, if you want to information where you don't have Internet access, you can print out a limited* number of pages from the manual.

*We consent for you to print only for your own reference a particular procedural section (limited to 50 copies in any six months; limited to six copies in any week). You must not make any further copy.

 

Why do you charge for post and packing?

This is a simple matter of economics. Because we don't actively promote our online service, the facility does not generate enough income to cover the costs of postage and packing.

Delivery charges are as follows:

  • $9.99 per order for book orders delivered within Australia and New Zealand
  • $19.99 per order for express delivery of book orders delivered within Australia and New Zealand
  • $19.99 per order for books dispatched to most countries other than Australia and New Zealand. Zealand (please note that there are some countries we cannot ship to. Our customer service department will contact you if there is a problem whilst processing your order)
  • $19.99 per item for Bulky Items (such as model engines) within Australia and New Zealand  
  • $29.99 per order for express delivery of books dispatched to most countries other than Australia and New Zealand (please note that there are some countries we cannot ship to. Our customer service department will contact you if there is a problem whilst processing your order)
  • $29.99 per item for Bulky Items (such as model engines) shipped internationally to the Asia Pacific region

If in doubt, please email our customer service department (cs@haynes.com.au)for special delivery requirements or delivery costs outside Australia.

 

What is your returns policy?

Please contact our customer service department before returning an item (cs@haynes.com.au). Anything shipped back to us without a return authority will not be received.

How do I return an item?

Firstly, please contact our customer service department before returning an item (cs@haynes.com.au).

Our customer service department will supply return instructions in the instance that you received a incorrect or damaged item.

For your protection, we recommend that you obtain a proof of posting certificate. Please refer to our Terms and Conditions of Supply for full details.

Do you also refund delivery charges?

Only under particular circumstances and these are: If you are returning an item because of an error on our part or because it is defective, we will refund the delivery charges incurred in sending the item to you and your costs in returning it to us.

 

The item I received does not match the item I ordered. What should I do?

Please contact our customer service department and advise us of the problem.

We will arrange to get the correct item to you as quickly as possible and arrange the return of the incorrect item. Please ensure that the item being returned is unopened and in its original condition. If for any reason we are unable to fulfil your order, we will issue a full refund for the price you paid for the item.

The item I received is faulty or damaged. Can I still return it?

If you receive an item that is faulty or damaged, please contact customer service department and they will assist you in returning it to us.

How will you refund my money?

Refunds will be credited to the card or your PayPal account that was used in the original transaction. Unfortunately, we are not able to post a credit to any alternative cards or accounts.

 

What is your returns address?

What is your returns address?
Returns Department
Haynes Australia
Locked Bag 5022
Bankstown NSW 1885
Australia

I would like to trace my missing order

Please contact our Customer Service Department by email or by telephone on +61 (0) 2 8713 1400, Monday to Friday between the hours of 08.30am and 4.30pm AU EST (please have to hand the order number, order date, your e-mail address, destination country, book number, book title and order value - all detailed on your Order Confirmation e-mail), by e-mail (please attach or include a copy of your Order Confirmation) or through our Contact Us page.

I can't add an item to my basket

If the item availability is temporarily out of stock an 'OUT OF STOCK' button is displayed and there is no 'ADD TO CART' button.

Out of stock items are normally re-stocked within a few days.

How long do products remain out of stock?

Typically products are re-stocked within a matter of days.

How do I make a purchase online?

  • Select the product you wish to buy.
  • Click 'ADD TO CART' to go to shopping basket page.
  • Select 'VIEW CART' then click on 'CHECKOUT'.

If you are already logged into your My Haynes account you can continue through to the secureCheckout page. Otherwise follow the instructions to log in or create a My Haynes account.

The billing and shipping addresses are prefilled from your account details.  To use a different shipping address uncheck the 'My Shipping information is the same as my Billing information.' and fill in the new form.

Check the 'I agree with the Terms and Conditions' box (please read them first). Click 'CONTINUE TO THE NEXT STEP'.

On the Shipping page select your preferred service (UK shipping is 1st Class Post only). Click 'CONTINUE TO THE NEXT STEP'.

Review your order on the Review order page. To make changes click 'GO BACK'. Otherwise click 'CONTINUE TO THE NEXT STEP'.

Fill in the form on the Payment page, then click 'CONFIRM ORDER'.

Your order will be processed and an order confirmation will be emailed to you within 24 hours.

How do I change an order after it has been submitted?

Please telephone our Customer Services on +61 (0) 287131400, Monday to Friday between the hours of 08.30am and 04.30pm EST on the same day that you placed your order and we will do our best to help. If your order has already been despatched it cannot be changed.

How can I buy a Haynes book if I do not want to buy over the Internet?

From selected bookshops or automotive parts retailers. To find your nearest supplier please use the ' Locate a Haynes retailer' panel at the bottom of this page. Just key in your postcode to get a list of all Haynes stockists in your vicinity. Even if a particular store doesn’t stock the manual or book you are looking for, our special order service will enable them to get it for you within a day or two. You can also buy direct from Haynes over the phone (+61 (0) 2 8713 1400) or by post. Order forms may be obtained from our Catalogue section. The important thing you will need is the book number or the ISBN, both of which feature prominently alongside the book details on this site

Is the online ordering process secure?

This Website makes use of a Thawte SSL certificate and the latest technology to encrypt sensitive data. This offers the very highest level of protection against fraud and ensures that our online ordering process is fully secure. Click on the logo below to view our certificate details

Thawte is a leading provider of SSL certificates globally. By making use of a Thawte SSL Certificate on our Website we can securely collect sensitive information online, and give you, our customers, the confidence that your transactions are safe.

Do Haynes sell books outside the Australia?

Yes we do. Haynes sell worldwide through this website, through our sister sites in the UK, USA and through a network of suppliers in many different countries. To find your nearest supplier please use the ' Locate a Haynes retailer' panel at the bottom of this page.

Other Website Queries

What is an SSL certificate?

SSL stands for Secure Sockets Layer, a technology for managing the security of online message transmission. SSL encrypts or scrambles any information sent from your browser to the server you are connected to, making it impossible to intercept or tamper with the information on the way.

So how do you know that the site you are visiting uses SSL encryption to secure your details?

If you see the padlock in the bottom right-hand corner of your browser you know that SSL encryption is in place and that information being sent from this page is safe. The big problem is that you do not know who is on the other side receiving your information.

The only way this can be verified is through an authenticated web server certificate. This site has this type of certificate, issued by Thawte.

I tried to re-register but my e-mail address already exists

If you see the message "The e-mail address your email address is already registered. Have you forgotten your password?" you will not be able to re-register with this e-mail address.

Most likely, if you've made failed attempts to log in, the password stored is different from the one you're using to log in. If so, just select “Have you forgotten your password?” then select Request new password on the next page, add your email address and click on Email New Password. A computer generated link will be e-mailed to you. Use this to log in to your My Haynes' Change password page to create your new password.

Can I use the product number in your Keyword Search?

Yes. You can also search on 13 digit ISBN numbers (without spaces).

Are visitors required to enable cookies?

They are and you will have been asked to approve their use when you first visit our website.

Cookies are an inherent part of the functionality of most e-commerce sites. Most browsers will provide you with the option of disabling all cookie use, accepting approved cookies (recommended), accepting all cookies, or alerting you every time a cookie is offered. If you block all cookies many interactive features on this site will be disabled.

Payment Queries

Will my credit card be charged in my own currency?

Yes. Australian Dollars are automatically converted to the card account's native currency.

Where do I find the security number?

cs@haynes.com.auThe security number is printed on the reverse of your credit card on or by the signature strip and comprises one or more groups of numbers. Please enter the last three digits only.

May I pay by Cash On Delivery?

We do not have a COD facility.  Please contact our Customer Service team if you do not wish to purchase on line.

How do I pay by cheque or postal order?

Please contact our Customer Services team for more details.

How do I pay by banker's draft? Funds Transfer?

Send an email to our Customer Services team with 'Request For Bankers Transfer' in the subject line. Please also provide the following information: Product (book) number; your name; your address. We will post you a pro-forma invoice and the bank details you will need to make the bank transfer.

General Manual Queries

 

Do you publish a general, Scooter-owner's manual?

We do, in fact we publish two:

Twist and Go (automatic transmission) Scooters Service and Repair Manual, book number 4082

Chinese Scooters - Service and repair operations for the most popular Chinese, Taiwanese and Korean 50cc and 125 cc scooters. Book number 4768.

More of our scooter manuals are listed on our Scooter Manuals page.

Do you have a list of contents for a typical Superbike manual?

We do. It's in a PDF document and can be downloaded by clicking on the link below. This document can also be downloaded from most Superbike manual's product details page.

Superbike Manual Contents List

Will an American or UK Haynes manual cover my car?

Maybe. It entirely depends on the make and model. Please contact our customer service department for verification.

My car manual doesn't include gearbox overhaul?

We regularly conduct market research to find out what our readers are using their manuals for. Over 15 years ago we discovered that the number of people overhauling gearboxes was virtually zero – even if they had the necessary equipment, the cost of new parts made it uneconomic.

I can't find a manual that covers my vehicle's engine size?

Engine size data may be published in several formats. For example an engine commonly called a 1.6 may be of a slightly different capacity - say 1595cc. Similarly a 1.4 may actually be 1398cc etc. Try a Keyword search using the accurate engine size - e.g: 1595. Engine size is not normally specified for US titles.

If, after searching, your vehicle's engine size has not been listed in a manual's details it means that it is not covered in a current Haynes manual.

Do your car manuals always cover both petrol and diesel versions?

No. However we do cover petrol and diesel versions in one manual when possible. Sometimes the resulting book would be just too big, in which case we publish separate petrol and diesel titles. For certain models diesel sales are insignificant, in which case we do not cover them at all. Details of the engines covered in any particular manual appear on the title information screen that you see as part of the on-line ordering process. Please note that US manuals (including Chilton) cover petrol models only unless diesel is specified.

Do you have a list of contents for a typical Scooter manual?

We do. It's in a PDF document and can be downloaded by clicking on the link below. This document can also be downloaded from most Scooter manual's product details page.

What languages do you publish your manuals in?

We publish a selection of manuals in Spanish (USA) and Swedish. A full listing is given in our on-line Catalogue section. If the manual you want to buy is in English we can supply a free technical translation dictionary in PDF format.

What happens to vehicles after they have been stripped down and rebuilt?

We keep them and run them for a couple of months to make sure everything is OK. After that they are sold - quite often to Haynes staff, who appreciate the chance to buy a totally reconditioned vehicle - otherwise to the local motor trade.

I can't find a manual for my vehicle (car, van, motorcycle, scooter, ATV etc.)?

Two possible reasons: it is too new, or the model range has not sold sufficiently well. We don't normally produce manuals for vehicles less than 3 years old, because for the most part they are still under warranty and being serviced by dealers. And we can't consider doing a manual until there are enough of a particular model on the road for us to be sure of covering our costs.

How long does it take to produce a Haynes manual?

The interval between a vehicle arriving in the workshop and the corresponding manual being available in the shops is around 6 months. The actual writing takes a pair of technical authors about 3 months, of which roughly one month is spent in the workshop.

Do you sell wiring diagrams separately?

No. Every Haynes Service and Repair Manual contains a set of wiring diagrams covering the most frequently required circuits for the range of vehicles concerned. (Please note: for obvious reasons we do not include alarm or immobiliser circuits.) If, after buying a manual, you find that it does not contain the diagram you require, contact Haynes Technical Enquiries and we will try to help.

Do you do a total strip down and rebuild?

We buy one or more project vehicles for every manual and strip down everything relevant that we haven't seen before. Then we put it all back together again, renewing anything that is worn. We have two highly skilled technicians in our project workshop who assist and advise the technical authors.