Delivery

How long will it take to deliver my order?

The majority of orders are dispatched from the Global Shop Direct warehouse within seven days. Please allow up to an additional seven days for Australia Post to deliver your order. Some of our best-selling products can take up to 28 days to be delivered at times if we are experiencing unexpected levels of demand. We will always do our utmost to get your order to you as soon as possible.

I ordered a product and it has not arrived, what should I do?

Please allow up to 28 days for your order to arrive. You should also check with your local post office as delivery may have been attempted and the product returned to the post office if no one was home. If it has not arrived after this time please contact our customer service team by calling 1300 137 598 (Mon-Fri, 9am - 5pm AEST) or email us.

How will my order be delivered to me?

All of our orders are delivered via Australia Post.

Could you explain your postage and handling charges?

Postage and handling (P&H) charges cover the cost of dispatching your order and delivering it to you. P&H is calculated on a per-item basis, so if you order two items, you will be charged two P&H charges.

A P&H surcharge may apply for customers located a long way from our distribution centre or in isolated country areas. The surcharge covers additional Australia Post costs for delivery to these areas. The surcharge is calculated as a percentage of the original P&H amount, taking into account the delivery postcode and the weight of each order. For a list of postcodes that may attract a surcharge please click here. You'll be advised of any P&H surcharges during the checkout process after you've entered your postcode but before you have completed your order, so you will be aware of any surcharge before you purchase a product.

Do I have to be home when my product is delivered?

Ideally yes, however if you are not home, the delivery person will leave a card with instructions on how to pick up the delivery from your post office outlet. You can also specify a different delivery address, such as a neighbour, or your work address.

Do you deliver outside of Australia?

At this time we only deliver within Australia.

Can I order if I live outside Australia?

You can order from outside Australia but all goods must be delivered to an Australian delivery address.

Update my order

The address on my order is incorrect. How can I change it?

We can update orders that haven't been sent to our warehouse for dispatch. Please contact our customer service team immediately on 1300 137 598 or email us.

How can I update my order?

We can update orders that haven't been sent to our warehouse for dispatch. Please contact our customer service team immediately on 1300 137 598 or email us.

How can I cancel my order?

You can cancel your order as long as it hasn't been sent to our warehouse for dispatch. Please contact our customer service team immediately on 1300 137 598 or email us.

Payment

What payment options are available?

Global Shop Direct accepts American Express*, Diners Club*, MasterCard and Visa for phone and web orders. You can also pay by Direct Debit over the phone. We're working on introducing new payment methods like PayPal to make ordering with Global Shop Direct even more convenient.

*Please note a three percent [3%] surcharge applies for American Express and Diners Club cards due to higher processing charges levied by these card issuers.

Can I pay by cheque or money order?

At this time we are unable to accept payment via cheque or money order for phone and web orders.

How will I know when my next payment is? Where can I find my payment schedule?

Details of your payment plan are listed on the tax invoice that was supplied with your order. We're working on making this information available to you online but at the moment we ask you contact our customer service team on 1300 137 598 or email us.

How can I update my payment details?

Please contact our customer service team on 1300 137 598. For security reasons, please don't email us your payment details.

I am unable to make my next payment. Can my payments be rescheduled?

We understand sometimes juggling money can be difficult and wherever possible we try to assist our customers. Please contact our customer service team on 1300 137 598 or email us to arrange an alternate payment plan.

I have received a letter stating that my payment was declined. What do I do?

Call us on 1300 137 598 with your new payment details at hand.

I have received a debt collection letter. What do I do?

You may be sent a debt collection letter if we can't process a payment on your credit card and we're unable to contact you after repeated attempts. To rectify the situation you can call the number on the letter or call our customer service team on 1300 137 598.

Faulty Products / Missing Parts / Incorrect item received

My product is not working, what do I do?

Please consult the product manual supplied with your order. Manuals are also available on our web site on the Product instruction manuals page. Additional Questions and Answers not included in the manual are also available online on the Product FAQ page.

You can also call our customer service team on 1300 137 598 if you are unable to find the information online.

I received my order with a missing part, what do I do?

You can request a replacement by calling our customer service team on 1300 137 598.

How do I send back my faulty item?

To help us to identify issues and maintain quality control please contact our customer service team on 1300 137 598.

I have received an item I haven't ordered or the wrong item. What do I do?

Please contact our customer service team on 1300 137 598

Returns

I am not satisfied with my product and I want to return it, what should I do?

If you are not satisfied with the product you've ordered you can return it to us if it is within the 30-day satisfaction guarantee period. Please check the date on your invoice sent with your order to ensure that you are within this period. Unfortunately we cannot accept returns outside this period.

How do I return a product?

Please contact our customer service team on 1300 137 598 to obtain a Return Authorisation Number. You'll be given an address for you to return your goods to. All returns must be marked with an Authorisation Number and be sent back in its original packaging in good condition.

I have been given a Return Authority Number. How do I follow up on what's happening?

After you've returned your product please allow up to 28 days for a refund to be issued. If the item did not comply with our return policy you'll be contacted. For any questions please contact our customer service team on 1300 137 598.

Refund

How long will my refund take?

Please allow up to 28 days for your refund to appear on your bank statement, but we will always do our utmost to get your refund to you sooner.

Why was I not refunded the original postage and handling cost of my order when I returned my product?

We are unable to refund the original postage and handling charges due to costs incurred to pick, pack and post your original order to you.

Warranty / Trial period

What warranty do your products have?

All of our products come with a 30-day satisfaction guarantee. If you are not satisfied with your purchase for any reason, just contact our customer team on 1300 137 598 to organise your return and send us back your product in the same condition that you received it. We will then process your refund, excluding p&h . All electrical products come with a 12-month replacement warranty.

What are the terms of your trial period?

For some products we allow you to pay only the postage and handling upfront with the payment delayed for 30 days. The trial period starts from the day you receive the product. There is no need to advise us that you have received the product, as we estimate the delivery time based on your delivery location. You have 30 days to trial your product. If you decide not to keep the product, please contact us to arrange to return the item within the 30 days and you will not incur any further charges.

When does your 30-day trial start?

Your trial period starts from the day you receive the product. There is no need to advise us of your delivery as we estimate the delivery time based on your delivery location.

Can I find Global Shop Direct products in retail stores?

The majority of our product range is offered exclusively through our call centre and web site. If you would like to place an order via phone please call 1300 137 598.

Mailing list and emails registration enquiries

How can I be removed from your mailing list?

Please contact our customer service team on 1300 137 598 or email us. For new customers we wait two weeks after the delivery of your order before making your details available for marketing purposes. If you do not wish to be contacted for marketing purposes please contact us within two weeks of receiving your order.

What information do you share with your promotional partners?

Only your name and address are supplied to our promotional partners. We never disclose credit card or bank account details. Customer information is supplied on a single-use basis only. If you wish to be removed from the mailing list, Global Shop Direct and promotional partners will delete your details and you will not be contacted again. Depending upon the timing of your request, your details may have already have been included for a mail-out in progress. In this situation we are unable to stop the letter and we apologise for any inconvenience this may cause.

What can I do to be removed from a promotional partner's mailing list?

If you're happy to receive news on special promotions from Global Shop Direct but not our promotional partners then please contact our customer service team on 1300 137 598 or email us.

How do I unsubscribe from your emails?

Every promotional email we send includes a link that you can use to conveniently unsubscribe from further emails. You can also contact our customer service team on 1300 137 598 or email us. You can also unsubscribe via the My Account link on this site.

Become an affiliate / submit a product

How can I submit a product to you?

Please contact our customer service team on 1300 137 598 or email us.

How can I sell your products in my store?

Please contact our customer service team on 1300 137 598 or email us.

I found cheap imitations of your products. Where can I report them?

Please contact our customer service team on 1300 137 598 or email us.