Question 1

When I put something in my cart, does it guarantee I have the merchandise?

Accepted Answer

We strive to maintain that the correct availability is reported when you select the item you would like to place in your basket. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item will be reported as unavailable when you go to checkout.

Question 2

How do I place an order?

Accepted Answer

When you see an item you like, please specify the quantity you prefer then click "Add to Cart." After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on "Your Cart" at the top of the screen to view the items you have selected. After you have made any changes and updated the quantities as desired, click "Checkout" to finish. You will then be prompted to fill out shipping and billing information. Finish by clicking "Submit Order." Be sure to look out for a confirmation email in your inbox soon after.

Question 3

When I put something in my cart, does it guarantee I have the merchandise?

Accepted Answer

We strive to maintain that the correct availability is reported when you select the item you would like to place in your cart. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item with be reported as unavailable when you go to checkout.

Question 4

Can I see a record of my transactions?

Accepted Answer

You can check your order history online in the "My Orders" area of your account. All of the details regarding these purchases will be conveniently stored for you in an organised listing.

Question 5

Can I modify or cancel my order once it is submitted?

Accepted Answer

Unfortunately once an order has been placed, we cannot modify the order. You can however cancel your order yourself within 45 minutes after placing it. To cancel your order yourself: Log in to your account Go to the "My Account" section Go to "Order History" Locate the order you just placed Click the "View Detail" link Then click the "Cancel" link Select a reason to cancel, then click the "Cancel Order" button Please note you can only cancel the entire order, and modifications cannot be made to quantities or addresses.If you need to make changes we recommend you cancel the order completely and start again.

Question 6

Can I place an order if I live outside Australia?

Accepted Answer

At the present time we can only accept orders where the credit card billing and the shipping addresses are both in Australia. We are hoping to add online shopping capabilities to our other country websites so please continue to check back. In the meantime, you can visit the 'Where to Buy' section on our other market websites to determine if there is a local retailer near you or alternative online shopping websites.

Question 7

What are the order statuses in "My Orders" ?

Accepted Answer

The order statuses you will see in "My Orders" under "My Account" are: Processing: Your order has been received and the warehouse is preparing for shipment Shipped: Your order has been shipped and the tracking information is available Cancelled: Your order has been cancelled either via customer request or because there was an issue with fulfillment (if the order is cancelled by us you will be notified separately)

Question 8

Can I modify or cancel my order once it is submitted?

Accepted Answer

Unfortunately once an order has been placed, we cannot modify the order. You can however cancel your order within 30 minutes after placing it by logging in to your account and selecting the \'Orders\' section. Please note you can only cancel the entire order, and modifications cannot be made to quantities or addresses. If you need to make changes we recommend you cancel the order completely and start again

Question 9

When placing an order and entering my payment information I get an ’Authorisation Error’ message. What does this mean?

Accepted Answer

An authorisation error could mean several things. First, please be sure that all billing information is correct. You want to make sure that the postcode you entered matches the postcode on file for your billing address. Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we only accept MasterCard. American Express and Visa. You may also pay using PayPal. If you are still receiving an error message and you feel that all of the information you are entering is correct please contact customer support on 1800 126 659 via phoned or via webchat between Monday and Friday 9am - 5pm and Saturdays 10am to 4pm for further assistance.

Question 10

What are the order statuses in ’My Orders’ ?

Accepted Answer

The order statuses you will see in \'My Orders\' under \'My Account\' are: Processing: Your order has been received and the warehouse is preparing for shipment Shipped: Your order has been shipped and the tracking information is available Cancelled: Your order has been cancelled either via customer request or because there was an issue with fulfillment (if the order is cancelled by us you will be notified separately)

Question 11

If my order didn’t go through, why does it look like my credit card was charged?

Accepted Answer

What you are likely seeing is what is called a \'Pending\' Charge. This is the bank\'s authorisation that there are enough funds available to place your order. The only thing your bank is verifying is that the credit card entered has the funds. We validate the billing address and card verification is for your own protection to try and ensure that the card is not being used fraudulently. As long as the credit card number is valid a \'Pending\' charge will appear to hold those funds. Your card only gets charged when the actual product ships. \'Pending\' charges will usually be removed from your card within 3-4 business days. In the event that you tried unsuccessfully to place an order and have several pending charges you can contact customer support via webchat between Monday and Thursday 9am - 5pm and Friday 9am -12.30pm.and we will look into having these removed.

Question 12

Will I receive an e-mail confirmation/delivery tracking number?

Accepted Answer

After you complete your transaction, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has been shipped, you will receive an e-mail with a tracking code that will allow you to check the status of your shipment on the ParcelForce website at any time after it ships. website at any time after it ships.

Question 13

How do I place an order?

Accepted Answer

When you see an item you like, please specify the quantity you prefer then click \'Add to Basket.\' After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on \'Your Basket\' at the top of the screen to view the items you have selected. Finish by clicking \'Submit Order.\' Be sure to look out for a confirmation email in your inbox soon after. After you have made any changes and updated the quantities as desired, click \'Checkout\' to finish. You will then be prompted to fill out delivery and billing information.

Question 14

Can I place my order into a foreign (DL/BR/CB/KW) website?

Accepted Answer

In order to grant you a safer journey, your order has to be placed into the website of the country where you live.

Question 15

Why do I need to provide my email address for Guest Checkout?

Accepted Answer

We request an email address for guest checkout in order to allow us to email you your order confirmation and shipping confirmation. It is for your convenience and we do not store the information for any other purposes.

Question 16

Can I pre-order the appliance or have a Customer Service Agent check the stock date for me?

Accepted Answer

No, we do not offer pre-orders or backorders for our out-of-stock items on the website. The absolute best way to know the moment the product is back is to use our "Notify Me" feature. Why do we focus only on the "Notify Me" feature: We prioritise the fairness and accuracy of inventory for all our customers. We only want you to place an order when we can guarantee fulfilment.

Question 17

Why can't I find the product I saw advertised, or why is an item showing as unavailable on the website?

Accepted Answer

We understand it can be frustrating when you can’t find the product you are looking for. Product availability changes constantly, especially for our most popular items. If a product isn't currently displayed on our main product pages, it means one of a few things: It's Temporarily Out of Stock: It's a high-demand item and is currently out of stock in our main warehouse. We are actively working to replenish our inventory. It's a Discontinued Model: The appliance may have been replaced by a newer model, which you can find by searching for the product category you are interested in. It's Available from a Retail Partner: In some cases, the product may still be available for purchase exclusively through one of our authorised retailers or third-party marketplaces. What you can do next: Use the "Notify Me" Feature: If the product page is still visible but says 'Out of Stock,' enter your email address to receive an instant notification the moment it's back in our warehouse.

Question 18

When will a specific out-of-stock product be available to purchase again?

Accepted Answer

We are actively working to restock our most popular items, but we do not provide estimated stock dates in advance. This is to ensure we only share information when the product is physically confirmed and ready to ship from our warehouse. The absolute best way to know the moment the product is back is to use our "Notify Me" feature: Go to the Product Page: Navigate to the specific product you want to purchase, currently marked as 'Out of Stock.' Sign Up for the Alert: Look for the "Notify Me" button, typically located where the 'Add to Cart' button would be. Receive an Instant Email: Enter your email address. Our system will send you a real-time notification the second the product is back in stock, giving you the first opportunity to purchase.

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