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Contact Us

Have an enquiry?

Our Frequently Asked Questions can help you.

Still can't find what you're looking for, or need to contact us urgently?

Please call us on one of the numbers below between the hours of 8am and 7pm (AEST), Monday to Saturday;

  • Australia 1300 662 859

  • New Zealand 0800 886 033

  • Other countries +61 2 8222 2562 (call charges may apply outside of Australia)

Or email frequent_flyer@qantas.com.au

Top 5 Frequently asked questions

1. How long will it take for my product to arrive?

Products are sent from various warehouses so their shipping times can differ. The postcode tool in the Delivery and Returns tab on each product page will calculate an estimated date of arrival. The estimated date of arrival for each product will also be displayed at the last step of the checkout.

2. How can I track my order?

The email we send you advising that your order is on its way to you will include a tracking link if it’s available. By clicking on this link you will get the most up to date status of your order from the courier service. Where available you may also receive status updates via email on your delivery from carriers.

3. What is the delivery time frame for eGift Cards?

Please check the individual Digital Gift Card product page for estimated delivery times as they can vary. Most Digital Gift Cards will be delivered via email within 30 minutes following your successful order placement, however, please allow up to 2 business days. If, after 2 business days you have still not received your Digital Gift Card please get in touch with us .

4. What if I've changed my mind?

Subject to the Consumer Guarantees, products can be returned for change of mind within 30 days from the date of delivery for online orders placed on the Australian or New Zealand Rewards Store.

Returns due to change of mind are eligible for an exchange or full refund subject to the following conditions:

  • The product(s) must be in their original condition, meaning they are;

    • Not damaged in any way

    • New and not used, worn, or opened and have all original packaging and tags intact (including any packaging seals or plastic wrapping)

  • The product(s) are returned with all accessories, instruction manuals and packaging included;

  • For swimwear, all hygiene stickers are intact.

Please note, a Proof of Purchase document (e.g. a copy of your ‘Order Confirmation' email) must accompany the returned product(s) to ensure correct identification of order/return details and expedite processing of your return.

We cannot accept change of mind returns on items that come in packages or boxes where seals are damaged or broken.

You will be responsible for the cost of returning goods, including the cost of return shipping, and any risk of goods being damaged or lost in transit. If the item is not received by us, you will not be eligible for a credit or exchange. For high-value items that you return for a change of mind we recommend you choose to purchase insurance with Australia Post when posting them.

If the returned item(s) does not meet the conditions of this policy, you will be responsible for the cost of delivery incurred to return them back to your nominated address.

Any discounts received at the time of purchase will be carried over to the refunded amount if eligible.

Exceptions to our change of mind policy:

We don’t offer change of mind returns on the below, so please choose carefully. These exceptions do not apply to any returns made in accordance with the Consumer Guarantees, or otherwise as required by law.

  • Apple products

  • Sonos products

  • Lenovo products (change of mind is permitted within 7 days from the date of delivery)

  • Gift Cards, vouchers or experiences, including iTunes music cards

  • Personal care items

  • Electric toothbrushes

  • Shaver’s and hairbrushes

  • Pierced jewellery

  • Pillows

  • Skincare products, makeup and fragrance

  • Custom made, monogrammed, personalised, and altered products

  • Charity donations

  • Any product where the GST has been claimed under the Tourist Refund Scheme unless proof of repayment of the GST upon return to Australia or New Zealand is provided

These exceptions do not apply to any returns made in accordance with the Consumer Guarantees, or otherwise as required by law.

5. What happens if my product is faulty, damaged or unfit to use when I receive it?

If the item is faulty, damaged or unfit for use, you should contact the Qantas Frequent Flyer Contact Centre within 7 days of receipt to arrange for an exchange or refund.

You can get in touch with us to arrange for an exchange or refund and will need to provide the following:

  • Your order number

  • A description of the fault - detailing whether it’s a physical defect with the product, packaging or otherwise

  • Your preference for a refund or replacement (we’ll do our best to accommodate this)

  • The best way to contact you

Please provide as much information as possible. Such as whether or not you’ve reached out to a manufacturer and provide references and case numbers if so.

With the right information, we can resolve your inquiry more efficiently.