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 via the Contact Us page.


4. What if I've changed my mind?

Subject to Consumer Guarantees, most 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

  • Gift Cards or vouchers, 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 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.

How do I log in to the Rewards Store?

To log in, follow the steps below;

  1. Select Log In at the top right of your screen.

  2. A pop-up will appear.

  3. Enter your Qantas Frequent Flyer membership number, your last name and your PIN.

  4. Click the Log in button.

  5. You may be asked to answer a further prompt to complete your log in

Please note, if you can't see the log in pop-up to enter your details, make sure your browser's pop up blocker is turned off. 


How do I redeem my points through the Rewards Store?

You can redeem Qantas Points at the Rewards Store by using points only or Points Plus Pay. 

Available for certain products, Points Plus Pay is a combination of Qantas Points (above the minimum number of points specified when ordering) and card payment. Refer to the 'Using Points Plus Pay' section below for more information.


Can I shop for products using full cash?

Select products at the Rewards Store can be paid for using full cash. 

To find out what products are eligible, and if you are browsing on a desktop device, simply select Use Cash on the top-right of the category page. Alternatively, if you are browsing on a mobile device, select the arrow to the right of ‘Refine’ and tap Use Cash.

This will then filter all products to the minimum Qantas Points required to shop for the product. If a product can be paid for using full cash, no minimum Qantas Points will display, and instead, only a dollar-value will appear.

If, however, you are already on a product page, you can shift the Points Plus Pay slider to zero (if a product is eligible) to show the cash-only value. 

At checkout, you can use an accepted payment card to complete your purchase.


How do I place an order at the Rewards Store?

To place an order, follow the steps below:

  • Click the Add to cart button on the product page.

  • If you wish to continue shopping, click Continue Shopping.

  • When you’ve finished shopping, click Shopping Cart.

  • Review your order details.

  • Click Checkout.

  • Review the delivery details and payment information.

  • Read our Terms and Conditions, and select the checkbox to confirm you agree.

  • Review your email address so that we can send you an Order Confirmation.

  • Click Confirm.

After these steps, you’ll be taken to an ‘Order Confirmation’ page that’ll summarise your order and include an order number and estimated delivery date. You’ll also receive this detail via email.

You may be asked to verify your identity before proceeding to the ‘Order Confirmation’ page.

Should it be required as part of your purchase, you’ll need to ensure that your Qantas Frequent Flyer account details are up to date. 


How do I find out what I can redeem my points for?

If you are browsing for a product on a desktop device, there is an option to select Within my points balance at the top of each category page. Alternatively, if you are browsing on a mobile device, select the arrow to the right of ‘Refine’ and tap Within My Balance.

This will indicate which products you can shop just with Qantas Points based on your points balance. Note you will need to be logged in to your account to search within your points balance. 

To use Points Plus Pay, you will need the minimum number of Qantas Points specified when ordering.

If you need to work out what your points balance is, please view here.


How do I find a specific product?

You can browse for a product by selecting a category from the menu at the top of the page, e.g. ’Electronics’, and then a subcategory, e.g. ‘Headphones’. This will display all the headphone-related products available at the Rewards Store. You can then use filters to help you find specific products based on brand, price, colour etc.

You can also use the ‘Search’ function to find specific products. Type a keyword into the ‘Search box’ located above the category headings, and click Search


Can you deliver products internationally?

Unfortunately, we don’t offer international shipping. 

Products can only be delivered to an address in the country of the Rewards Store that you have selected the product from. For example, the delivery address must be within Australia if you’re ordering from the Australian Rewards Store, or within New Zealand if you’re ordering from the New Zealand Rewards Store. 

You can order a product while you are abroad but will need to provide an Australian or New Zealand address for delivery.


Can I shop for products for delivery to another person?

Yes. The delivery address you provide can be different from your own address, but the address must be within Australia if you are ordering from the Australian Rewards Store, or within New Zealand if you are ordering from the New Zealand Rewards Store.

If you are shopping for a product that is to be delivered to another person, please ensure you include the relevant recipient details at checkout as a signature may be required upon arrival.


I live in New Zealand, so why do I only see products from the Australian Store?

If you’re not logged in, you may be shown the Australian Store. To switch to the New Zealand Rewards Store, click here

Alternatively, if you log in to 'Your Account' via qantas.com before visiting the Rewards Store, you’ll automatically be shown the New Zealand Rewards Store.


If I purchase a product will my points be deducted immediately?

Yes, as soon as you redeem your points for a product, the points used will automatically be deducted from your Qantas Frequent Flyer account.


If I add a product to My Cart will my points be deducted?

Qantas Points are only deducted from your Qantas Frequent Flyer account once you proceed through the checkout and your order is completed.


How do I delete a product from My Shopping Cart?

To remove an item from your cart, first, click on the shopping cart icon in the top right corner of the website. Once on the cart page, click on the cross in the top right corner of the product box.

A pop-up window will appear asking if you would like to ‘Remove from cart’. Select Remove. Once the page refreshes, the item will be removed. 


Will I earn Qantas Points on my Rewards Store order?

Yes. You can earn Qantas Points on some orders including the majority of credit/debit card payments and the cash component of a transaction using Points Plus Pay. 

To find out how many points you could earn, simply slide the dial on the Points Plus Pay slider when viewing a product. A calculation of any points earned will also be displayed in your shopping cart at the time of checkout.

We also, from time to time, offer promotions where you can receive Points Back, earn Double Points per $ spent, or even earn Bonus Points.

The number of points you'll receive back or earn will be displayed on the individual products page and in your shopping cart at the time of purchase.

For individual earning amounts, please check the specific product page. Qantas Points will not be earned on tax and delivery charges, gift cards, or for any part of an order that you return, exchange or cancel.


What happens if I do not receive the points that I should have been credited for after making a transaction via the Rewards Store when paying with cash?

In the event that you have purchased something using cash that is eligible to earn points and after 30 days from the shipped date you have not received the correct amount of Qantas Points within your Qantas Frequent Flyer Account, please get in touch via the Contact Us page.


If an item is unavailable or out of stock, can I place a backorder? 

Unfortunately, we aren’t able to process backorders. If we are expecting more stock of an item at a later date, a ‘back in stock’ date will appear for most products on their product page. 

If there is no ‘back in stock’ date specified, please come back and check again at a later date.


Can I cancel or alter my order after I checkout?

We want to get your order to you as soon as possible. This means that changes cannot always be made once an order has been placed. We recommend reviewing all the details carefully before placing an order.

If you need to make a change, please get in touch with us as soon as possible via phone; 

  • Australia 1300 662 859

  • New Zealand 0800 886 033

  • Other countries +61 2 8222 2562

between 8am and 7pm (AEST/AEDT) Monday to Friday.

We cannot guarantee that changes can be made to an order once it has been placed. 


Where can I find the details of my previous orders on the Rewards Store?

You will need to log in to 'My Account' where you can access your ‘Order History’. You will be able to view the name of the product, the Points Plus Pay amounts (if applicable) and the status of your orders.


I did not print my tax invoice or receipt when I placed my order and now I need it. What should I do?

You can check the 'Order Confirmation' email that was sent to your email address with your tax invoice or order confirmation. Alternatively, for duplicate order confirmation or tax invoices, please get in touch via the Contact Us page.


What happens if I lose a gift card, voucher or gift certificate?

A physical gift card, voucher or gift certificate (electronic or paper) purchased from the Rewards Store will not be replaced or refunded if lost, stolen, destroyed or expired.

If you have lost or misplaced a digital gift card or voucher, please get in touch via the Contact Us page and we should be able to retrigger it to a valid email address.


What is the product warranty on items purchased through the Rewards Store? Can I purchase an extended warranty?

Unfortunately, we do not offer the ability for you to purchase or redeem an extended warranty. For further information on refunds, returns, change of mind and faulty items click here.


Where do I find the Terms and Conditions of the Rewards Store?

You will find links to the Rewards Store Terms and Conditions, Privacy and Security Statement, and Qantas Frequent Flyer Program Terms and Conditions at the footer of each page on the Rewards Store website.


Who can I contact if I have an enquiry or complaint regarding the Rewards Store?

Any enquiries or complaints regarding the Rewards Store should be directed to the Qantas Frequent Flyer Contact Centre - please get in touch via the Contact Us page.


Can I place an order through the Qantas Frequent Flyer Contact Centre?

Yes, you can. Our hours of operation are Monday to Saturday, 8am - 7pm AEST. Please get in touch via the Contact Us page.


How do I use a promotional code?

After you have finished browsing the Rewards Store and you are ready to complete your order, proceed to your Shopping Cart.

Click Add promo code located at the top right of the checkout page, and enter the eligible promotion code. Then click Submit.

The discount or offer will be applied to your order, and you can then proceed to Checkout. Please note that promotional codes are case sensitive.


Why is my promotional code not working?

If you have entered a promo code and it’s not working, please double-check:

  • The terms and conditions found in the product communication to check for eligible products and campaign dates.

  • That you have entered the code exactly as it is shown in the product communication. This includes ensuring that capitalisation is used as the function is case sensitive.

Once you have checked the above, and if the code is still not working, please get in touch via the Contact Us page.

How do I log in to My Account?

To log in to 'My Account', follow the steps below;

  1. Click here and enter your Qantas Frequent Flyer membership number, your last name and your PIN.

  2. Select Log in and follow any additional prompts.

  3. You will be taken to your Rewards Store ‘My Account’ page.


How do I reset my PIN?

You can reset your PIN by clicking on the Log in button, then selecting the Forgot Pin link and following the prompts.


I've lost my membership number. How can I retrieve it?

You can retrieve your Qantas Frequent Flyer membership number by clicking on the Log in button on the top right corner of the page. Then select the Forgotten number link and follow the prompts.

Alternatively, please get in touch with us via the Contact Us page


How do I find out my Qantas Points balance?

Your current points balance will be displayed at the top of the Rewards Store website after you log in. You can also log in to 'My Account' on qantas.com to view Your Activity Statement.


How do I update my Qantas Frequent Flyer account details?

To update your Qantas Frequent Flyer account details

  1. Log in to 'My account' on qantas.com.

  2. Click on My profile to update your contact information.

Note, the email address you enter at checkout on the Rewards Store won't automatically update your Qantas Frequent Flyer profile.


Who do I contact if I have an enquiry regarding the Qantas Frequent Flyer Program?

Any enquiries regarding the Qantas Frequent Flyer program should be directed to the Qantas Frequent Flyer Contact Centre. Alternatively, you can find out more about the Qantas Frequent Flyer Program here.

What is Points Plus Pay?

Points Plus Pay is a payment option that allows you to use a mix of Qantas Points and money. The more points you use, the less money you pay. 

The minimum number of Qantas Points required to use Points Plus Pay is stated on the product details page and at checkout and is subject to change.


How does it work?

  1. If Points Plus Pay is available, a slider will appear on the product page or in your shopping cart.

  2. Simply slide the tool to choose the mix of Qantas Points and money that suits you.

  3. Checkout by using your payment details for the chosen amount.

  4. If you are shopping for multiple rewards at the one time and Points Plus Pay is not available on all products, the amount you are able to use will be calculated on those that can. 

  5. Don’t forget that you can also earn points on most products when you shop with Points Plus Pay. And if you use your Qantas Points earning credit card, you could even earn more!*


Will I earn points on the money part of my Points Plus Pay order?

Yes, you can earn Qantas Points on the majority of payments using credit/debit card, including the money component of a transaction using Points Plus Pay. 

For individual earning amounts, please check the specific product page. Qantas Points will not be earned on tax and delivery charges.

Slide the dial on the Points Plus Pay slider to find out how many points you could earn. The points will also be displayed in your shopping cart at the time of checkout and your ‘Order Confirmation’ email once your purchase is complete.

The Rewards Store does not award points for the part of an order that you return, exchange or cancel.

We offer promotions from time to time where you can receive Points Back, Double Points or even Bonus Points.

The number of points you'll receive back or earn will be displayed on the individual products page and in your shopping cart at the time of checkout.

Please allow up to 30 days from the date of shipping for the points to be credited to your Qantas Frequent Flyer account. If you’ve been waiting for longer than 30 days, please get in touch with us via the Contact Us page.


I’d like to purchase a product using Points Plus Pay. What are my options for payment?

We accept VISA, Mastercard and American Express for payment of all orders. Cheques or cash payments aren’t accepted.


What is Verified by Visa and Mastercard SecureCode? Why am I being prompted to enter a unique personal code?

The 3D Secure technology is designed to reduce the possibility of fraudulent card use by authenticating the cardholder at the actual time of the transaction. This protects you against unauthorised use of the card.

Verified by Visa (VbV) and Mastercard SecureCode authentications require the cardholder to register your card on the card issuer’s website to take advantage of this service.

If you’re registered at the time of payment, a screen from your card issuer will prompt you to enter the unique personal code that you have registered with them. The card issuer then validates your personal code and approves the transaction.

If you’re not registered, but the bank that issued your Visa card supports VbV or the bank that issued your Mastercard supports SecureCode, you may be prompted to enter your password or to sign up for VbV or SecureCode as you check out.


What will appear on my credit card statement when I use Points Plus Pay?

If you use Points Plus Pay on the Australian or New Zealand Rewards Stores, the merchant description on your card statement will read ‘Qantas Frequent Flyer’.


Will I get a Tax Invoice when I use Points Plus Pay?

A Tax Invoice will be supplied whenever Points Plus Pay is used to complete an order. Any applicable GST will appear on the tax invoice that is sent via email once your checkout has been successful. 

Couldn’t find an answer to your question? Please get in touch via the Contact Us page.


Important information

Points Plus Pay can be used for selected products (excluding gift cards and vouchers) using a combination of money and a minimum number of Qantas Points. Any money payment must be made using an accepted payment card. To find out more, visit our Terms and Conditions.

* Card products referred to are not Qantas products and are not offered or issued by Qantas but by the relevant Card Partners. The applicable Card Partner is the credit provider and credit licensee under the National Consumer Credit Protection laws. The applicable Card Partner pays Qantas in respect of Qantas Points issued in relation to a Card. Points are offered by the relevant Card Partner and their reward program and accrue in accordance with and subject to the relevant Card Partner's reward program terms and conditions. Contact the relevant Card Partner for terms and conditions and enquiries. Cards and card program membership are subject to approval by Card Partners and other credit criteria, fees and charges, terms and conditions, lending and eligibility criteria (including age restrictions) may apply.

What happens if my product hasn't arrived by the estimated arrival date?

We’re sorry to hear that your order has been delayed.

We work very closely with our delivery partners to have your order delivered on time. Unfortunately, sometimes during this process, things can happen outside of our control which may cause delays in getting your order to you.

If available, tracking information will be shown in My Account under ‘Order History’ and in your ‘Order is on its way’ email. This will provide you with the most up to date tracking status of your order. 

If it's more than 2-3 business days after the estimated arrival date stated in either ‘My Account’ or your ‘Order on its way’ emails please get in touch with us via the Contact Us page so we can investigate the delay for you.

If you have ordered more than one item, please note that they may be delivered separately.


How much will it cost for my product to be delivered?

The estimated cost of delivery charges is displayed on the individual product page and is confirmed at checkout. You can choose to pay for them with cash or by redeeming Qantas Points.


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.


Is an express postal service offered?

We don’t currently offer an express postal service. The estimated date of arrival is the best indicator of when your order will arrive.


Which courier service will my order be sent with?

We utilise the most efficient carrier depending on location and product.


How will I know when my order has been sent?

We’ll send an email to let you know once your order is on it’s way to you and the order status will reflect as Shipped on your My Account page. This email will also include a tracking number if it’s available.


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. 


Can my order be delivered to a PO Box?

PO Box addresses will only be accepted for certain products. If your product can't be delivered to a PO Box, it will be detailed in the 'Delivery and Returns' tab on the product page or at checkout. 

Products that cannot be delivered to a PO Box must be delivered to a street address.


Do I need to be home to receive my product?

Yes, as most deliveries are sent by courier or by Registered Post and require a signature upon delivery.

If you are not home between 9am-5pm Monday-Friday, we recommend including an address where you are available during these times at check out.

In the event that you cannot supply an alternative address or you are not present when the delivery is made, the courier will leave a calling card explaining how to collect or arrange re-delivery.


How do I check the shipping and delivery dates of my product(s)?

The estimated shipping date will be displayed on the product page.

The estimated delivery date will be displayed in the Shopping Cart during the checkout process and indicates the date that your order should arrive. It will also be displayed on the order confirmation email sent to you.

For most products, delivery dates are usually within 2-10 business days of placing your order. If you have ordered more than one item, they may be delivered separately.

You will receive an email notifying you when your order is on it’s way to you.

Please note that for magazine subscriptions ordered from the Rewards Store, you or your nominated recipient will receive a confirmation email, usually by the estimated arrival date. However, the first issue of the magazine will usually take around 6 to 8 weeks to arrive.

Regional areas may take longer than metropolitan delivery. 


What is the delivery time frame for Digital Gift 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 via the Contact Us page.


My delivery address is invalid. Why is this?

Some products are not available for delivery in all areas. You can check this on the product page under the ‘Delivery and Returns’ tab by entering your delivery postcode. 

If your delivery location is within the available delivery area and the problem still persists, please get in touch via the Contact Us page.  


Can my product be delivered at a nominated time?

Unfortunately, we are unable to provide you with a specific date or time for delivery. Please allow ample time for your products to be delivered if you need them by a specific date. 

Estimated delivery times can be found on the individual product page, at checkout and also under ‘Order History in My Account.

If you have ordered more than one item, please note that they may be delivered separately.


How can I track the status and delivery of my order after I've placed the order?

Log in to My Account and refer to the Order History’ table to check the status of your order, and whether your order is trackable.

You will need to click on an order to view it’s details, including tracking and delivery address. 

Not all orders will have tracking information, but when it is available it will be displayed in ‘Order History’ once your order is on its way to you. If available, you will also receive email updates on the status of your order.


What does Order Status mean?

You are able to check the status of your order when you log in to My Account and view your ‘Order History’. You will see one of the below:

  • Processing - This is shown after you have placed your order

  • Partially Shipped - This is shown once part of your order has been shipped

  • Shipped - This is shown once your entire order has been shipped

  • Cancelled - This is shown once the order has been cancelled

  • Returned - This is shown once an order has been received back into the warehouse

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 via the Contact Us page 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 

  • Clear photos of the fault or defect (this must be included when submitting the form)

  • 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.


What if I’ve changed my mind?

Subject to 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 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

  • Gift Cards or vouchers, 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 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.


How do I return a product because I’ve changed my mind?

Please check the above exclusions and ensure your product is eligible to avoid disappointment.

If it is is eligible, get in touch with us via the Contact Us page as soon as possible. 

We’ll then provide you with a return address and recommend the product is sent back with a tracked service.

Once we have received the product and confirmed it’s in its original condition, we’ll process a refund.


Do I have to pay the cost of delivery for a return?

Depending on the reason for returning your product, you may be eligible for a refund on any postage costs incurred.

If you have received a defective product and return it we’ll provide a refund of the return postage cost once the product has been received, inspected and confirmed as faulty.

If you return a product due to change of mind or if a product is returned, inspected and confirmed as not faulty we won’t refund the return postage cost.

Couldn’t find an answer to your question?

Please get in touch with us via the Contact Us page.