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Shopping:
How do I use a voucher / promotional code
To use a voucher or promotional code, firstly select the items you wish to
purchase and click through to the CHECKOUT. Once you are in the CHECKOUT stage,
please click the link available to type in your promotional code. If you have
any active vouchers against your account, a drop-down list will be available to
choose your credits from.
Please note that vouchers and promotional codes are unable to be applied for
the cost of Shipping and Handling / Delivery. All vouchers have a six month
expiry date (from the time of issue) and cannot be re-issued once they have
expired.
If you apply a voucher within the CHECKOUT stage and do not complete the
transaction – it may take our system up to 15 minutes for the voucher to
reappear under MY VOUCHERS.
To view your current vouchers, please click here: My Vouchers
Do you provide size charts
Each sales event will have a size chart available, displayed in the product
page. As we source hundreds of different brands - located all over the World,
please make sure you check the sizing before purchasing as there are variations
in standard sizes for different country.
Is there any more information about your products
Our Buying Teams will always endeavour to describe the features and benefits of
all items on the product page.
Should you require any further information, please feel free to contact our
Customer Service Department with any questions you may have.
Can I save items in my cart for later
Your cart will refresh after 15 minutes of inactivity. Unfortunately, you are
unable to hold or save items in your cart and will have to get in quick for the
best deals!
Do you have a stock list for future sales events
Our Buying Teams will secure sales event details and have them advertised on
our homepage as soon as possible – however we are unable to confirm future
sales and brands too far in advanced. We do send out daily emails with new
sales events – so for the most up to date information, please subscribe to our
mailing list or check in on the site!
Technical Support:
Do you have an APP
We have developed an APP for iPhone and Android users! Please visit the Apple
iTunes Store or alternatively the Google Play Store to download the latest
version of the APP today!
Click here for: Google Play
Store
Click here for: Apple
iTunes Store
How can I search for items on the website
You are able to select a shopping category, such as Women, Men, Kids, Footwear
& Accessories, Home & Living or Beauty. You can also use our search box
at the top of the webpage
How do I remove items from my cart
If you have changed your mind and have not yet checked out – you can decrease
the quantity of an item from 1 to 0 within the CHECKOUT stage. Alternatively,
your cart will refresh automatically after 15 minutes of inactivity.
I’m having an issue loading / accessing the website
If you are having issues accessing or loading the site – it may have something
to do with your Internet Browser settings. Ensure that you have cookies enabled
and that you are using the latest version of your Internet browser.
We’ve included some details on how to enable cookies below:
Internet Explorer: http://windows.microsoft.com/en-US/windows-vista/Block-or-allow-cookies
Safari: http://www.apple.com/support/?path=Safari/5.0/en/9277.html
Google Chrome: https://support.google.com/chrome/answer/95647
Mozilla Firefox:
https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences?redirectlocale=en-US&redirectslug=Enabling+and+disabling+cookies
If all else fails, please try an alternate browser – or visit our mobile site
or APP via your smart phone!
Should you require any assistance, please lodge a contact message with our
Customer Service Department and we’ll assist to troubleshoot wherever possible.
Why have the items in my cart disappeared
Have you been shopping for long? Items within your cart will time out after 15
minutes of inactivity. It’s always best to have a quick browse through all the
sales and then go through and purchase what you’d like. Do be quick – as items
tend to sell out quickly!
How do I use my Vouchers?
Once you have placed the items you wish to purchase into your shopping cart you can apply your vouchers to the purchase (with the exception of any shipping charges) by selecting the voucher total from the drop down menu in ‘My Cart’.
How do I edit my account details
If you’d like to edit any of your account details, such as your username, email, password or address book – please click on through to MY ACCOUNT – located at the top of our homepage.
Alternatively, please click here: My Account
I’ve forgotten my password
If you’ve forgotten your password, there is a ‘Forgotten Password’ link available on the sign in page.
Alternatively, please click here: Forgot Password
How do I unsubscribe from the newsletters
At the bottom of each newsletter, there will be the option to opt out of receiving our daily newsletters. If you’re unable to locate this, please contact our Customer Service Department and we can do this on your behalf.
What can I do if I’m not receiving newsletters
You can contact the Customer Service Department to ensure that you are subscribed. If you are subscribed – please ensure that you check your email account settings as our emails may be filtered through to a ‘social’ or ‘junk’ folder.
How do I edit my address
You have the option to select your delivery address during the CHECKOUT
process. Once your order has been confirmed, we will email you the details –
including your selected delivery address. We encourage all customers to review
their order confirmation email for any errors.
If you would like to change your delivery address after you have placed an
order, you will need to contact our Customer Service Team. Please note, as some
of our third-party sellers have automated dispatch systems, they may be unable
to change your address once the order has been placed
Can I have my parcel redirected
Once a parcel has been dispatched – we are unable to edit the delivery address
on the label.
As we use a number of different delivery partners – it may be best to speak
with their support staff for advice. Once a parcel has been dispatched, and the
tracking information has become available, we may be able to request that your
parcel is returned to sender.
I would like to cancel my order
We are generally able to cancel your order if the sales event is still online and
has not closed, however, as we are also a Marketplace, some of our third-party
sellers have automated dispatch systems in place and they may not be able to
cancel your order when its in the final stages
Once your order has been dispatched we are unable to cancel this, however you
may be eligible for a return
To return a product, please click here: Request New
Return
I need to change / edit items in my order
After an order has been placed, we are unable to add extra items or swap items.
We do have the facility to cancel one item (or whole orders) as long as the
sales event you have purchased from is still online and your order has not been
packed/dispatched
If you’ve made a mistake or change your mind, please contact our Customer
Service team to see what options are available, please note it may not be
possible to cancel or amend your order.
I’ve received my order, but I’m missing an item
If you are missing an item – it is best to check the MY ORDERS section online
for further information first. Even though customers can order from multiple
sales events at the same time – each different branded sales event may be sent
at different times, from any one of our international warehouses. Should we
encounter any stock issues and have to cancel an item – this will be listed
under “Refunded Items” within your order details page. You will also receive an
email from the Customer Service Department notifying you as soon as this
occurs.
Should you be missing an item that is not reflected in the MY ORDERS section,
please contact our Customer Service Team
To view your orders, please click here: My Orders
Why has an item become unavailable
With more than 10,000,000 members across 7 countries – taking into
consideration all orders placed, only a very small amount of items may become
unavailable. Our teams will always try to complete your order before resorting
to issuing you a refund.
From time to time, an advertised item may not be available at the time of
packing. The sales event stock you see available online is generally not held
in our warehouse – but is with our Brand Partners at their warehouses. Once a
sales event ends – we will compile all of our customer’s purchases and buy in
bulk from our suppliers. After this has occurred, our suppliers will then send
through this stock and our warehouse teams will then pack the sales event.
By operating in this manner, we are able to secure lower prices and forward
these savings onto our customers!
Unfortunately discrepancies can occur, or we may be sent the wrong item from
our supplier and we will be unable to complete your order. As soon as we
establish that there is a stock error, we will refund you via your original
payment method.
As we do not hold your purchased items in our warehouse at first, we may not
know that your product has been made unavailable until the stock reaches our
warehouse and we’ve packed the sales event.
We sincerely apologise to any customer that this may occur to.
What can I do if I never received an order confirmation email
If you did not receive an order confirmation email, please check the MY ORDERS
section online to see if our system has accepted your order. If you are unable
to locate the order within the MY ORDERS section, please double check with your
banking account that any funds have come out.
To view your orders, please click here: My Orders
Should you have been charged for an order that has not come through our system,
please contact our Customer Service Department and we will assist you locate
the order.
Before contacting our team – please double check if you have made a second
account with OZSALE, as many customers can find missing orders attached to a
separate email account (such as a work email address).
What payment methods are accepted
OZSALE accepts VISA, MasterCard, American Express, PAYPAL and MasterPass. We are unable to accept any bank transfers or cheques. All transactions must be placed by our customers, and cannot be processed via the Customer Service Department.
What company name will appear on my credit card statement
OZSALE Pty Limited
When will I be charged
You will be charged during the CHECKOUT stage once your order has been confirmed.
Do you have a discount for bulk buyers
As OZSALE already offers up to 80% off our Brand Partner’s RRPs – we are unable to offer any further discounts for bulk buyers. Customers do have a limit of purchasing an item 5 times per order. Should you require any further items, please place a second order.
Can I pay for my order using a voucher / promotional code
Customers can pay for the price of all sales event items with an OZSALE voucher or promotional code. The Shipping and Handling fee attached to each order cannot be covered by a voucher or promotional code and must be paid via one of the above payment methods.
Please note that some vouchers and promotional codes may attract a minimum spend that excludes the cost of Shipping and Handling.
I’m entitled to a refund – how long will this take
Once you have been notified of your refund, we will endeavour to issue you with your refund the next business day. Once your refund has been processed, please allow up to 5 business days for the funds to reach your account. If you have paid via PAYPAL, you will receive an automated refund receipt to your inbox.
Should you be entitled to a refund via your original payment method and your original transaction was split tender (partial store credit / partial credit card payment) – our administration system will automatically refund any voucher value first. If you have utilized a promotional code, this will be refunded to your OZSALE account as a store credit.
Does OZSALE sell gift cards
At this stage, OZSALE does not offer gift cards for purchase.
How long will it take to deliver my order
Most sales events consist of stock held in one of our supplier’s warehouses, from all over the world. Once all customers have placed their orders and the sales event has ended – this is when the magic happens! If the sales event stock is already at our warehouse – we will ship your order straight to your door as soon as possible. If not, our suppliers will organize to ship the sales event stock to one of our international warehouses.
Each sales event listed online has its own estimated delivery time frame. These time frames can be found in the ‘Product Information’ section at the time of purchase, as well as from the MY ORDERS section online after your purchase. We generally advise that it can take up to 21 days for your order to reach you after the sales event has ended.
Whilst we endeavour to meet our estimated delivery time frames, there are many factors out of our control that mean you may receive your order later than anticipated. We do apologise for any unforeseen delays, however - our team is always working hard to get your order to you as quickly as possible.
On some occasions, we may not be able to complete your order in full. We will inform you as soon as we are made aware of any discrepancies with stock and ensure that you are refunded via your original method of payment urgently. With over 5 major warehouses located all over the world, dispatching over 700,000 items each week – you can take ease in knowing that it is only a very small percentage of orders that may be effected.
To check the progress of your order, please visit My Orders
For sales advertised as 24 hour dispatch or 48 hour dispatch
For purchases made before 6pm AEST Sunday to Thursday on eligible sales only.
Purchases dispatched on working days (excluding public holidays)
When nominating express delivery during checkout
Next business day delivery available in Sydney and select Melbourne metro areas on orders placed by 12pm AEST.
Only applicable on select sales and products
Why has my order not been packed if the stock has arrived
We generally do not hold the advertised sales event items in stock. Once all of our customers have placed their orders and the sale ends, we will then place a bulk purchase order from our supplier. From here – the stock will reach one of our international warehouses for packing.
Due to the volume of sales events stock coming into each of our warehouses every day, the sales event you have purchased from may not commence packing straight away.
Visit MY ORDERS, in the MY ACCOUNT section of the site, to see once your order has been dispatched.
Can you express ship my order
Unfortunately we do not offer an express shipping service and are unable to expedite individual orders.
I can’t track my parcel
You will only be able to track your parcel once it has been packed and dispatched from one of our warehouses. Once your order has been packed and prepared for dispatch – it may take up to 3 business days for your tracking information to be updated into our delivery partner’s tracking website.
If your tracking information is marked as “invalid” or “not active” after one week from the date of dispatch – please contact our Customer Service Department via the MY CONTACTS section, located in MY ACCOUNT.
My order hasn’t been delivered yet
Has your order been packed and dispatched yet? View the latest information on your order by visiting MY ORDERS, in the MY ACCOUNT section. Once your order has been dispatched, you’ll be able to track your parcel with our delivery partners.
For local brands – these will be packed in our Sydney Warehouse and can generally take up to 5 – 7 business days for delivery (up to 10 business days for WA customers) once dispatched.
For international brands – these could be packed in one of our international warehouses, and can generally take up to 10 business days for delivery once dispatched.
Should your parcel be in transit for more than 15 business days - please contact our Customer Service Department via the MY CONTACTS section and we’d be happy to help you look further into the delay.
How much am I charged for delivery
Shipping and Handling fee will vary depending on the sale event.
How are my orders sent to me
OZSALE uses a number of delivery partners and courier services depending on which warehouse your order is coming from and where you live.
In some instances, your order may be delivered directly to your door via our supplier's warehouse.
When stock from different suppliers is made available in the same warehouse, at the same time, we may consolidate orders where possible. This means that in some instances, you may receive different orders together in the same parcel. For these orders, the shipping and handling charges will remain unaltered as this fee not only covers the cost of dispatch, but the preparation of the order as well.
As a sales event website, we do not build our postage fees into the price of the items like regular full price websites. Our shipping fees do remain flat rate regardless of purchasing locally or from one of our many international warehouses.
How
do I lodge a return
We request that all returned products have a ‘Return Authorisation Number’
(RAN) before being sent back to our warehouse or to our third party Seller
warehouse, which could be overseas.
To obtain a RAN, please select “Request new return”, within the MY RETURNS
section of your account. From here you will need to select which items you
would like to return and provide a detailed reason for return.
Your return request will be reviewed within 3 business days, and you will receive
an email with a RAN and the Returns Address.
It is important to send your item back to the returns address provided in the
email, as Ozsale is also a Marketplace, some returns will go back to the third-party
Seller warehouse (which could be overseas). It also important to note that you
may have ordered two different items from two different third-party Sellers,
therefore, your returns will need to go back to the correct warehouses. You
will receive a return approval for each order – please look out for the
different returns address on each return approval email confirmation.
Please note some returns may be declined due to the specific returns policy
attached to that product. If this is the case, you will be emailed notifying
you of this.
To return a product, please click here: My Returns
What are the details of your returns policy
Each individual sales event item will have a unique returns policy listed
within the product description, shown at the time of purchase.
We will accept most change of mind returns in exchange for an OZSALE store
credit within 14 days of the product being dispatched. This credit is valid for
6 months from the date of issue and is non transferable for cash. All items
must be returned in perfect, resellable condition, with original packaging.
Some items cannot be accepted as returns such as: intimate apparel, swimwear,
earrings or health and beauty products. These items are deemed not resellable
in the interest of hygiene.
Should you receive the wrong item, or it arrives damaged, you may be entitled
to a refund via your original payment method. For further assistance on
reimbursement – please contact our Customer Service Department via the CONTACT
US section.
For more information – please visit our Terms And
Conditions.
Can I exchange with OZSALE?
Unfortunately OZSALE is unable to offer exchanges on products.
Our “flash sales” business model means that our advertised sales event items
are not held in stock in our warehouses. Once all of our customers have placed
their orders and the sale ends, we will then place a bulk purchase order from
our supplier. For this reason – we do not have access to stock to send
replacements or exchanges.
Unfortunately, we are unable to make one off requests for replacements as we
purchase in bulk and we do not have the facility to place items on backorder or
reserve stock for future sales events.
If you would like to repurchase an item – we generally re-run our bestselling
brands multiple times throughout the year.
I’ve been given the wrong item / it has arrived damaged
Regrettably mistakes can happen and your order may not arrive as expected. We
will endeavour to always get your order right the first time and have this
delivered in one piece, but should your order not be delivered in a
satisfactory manner – please contact our Customer Service Department to return
the order to us.
As we do not hold sales event items in stock, we are unable to simply send a
replacement and will need to issue you with reimbursement.
How long does it take to process my return
You will need to allow a couple of days for the parcel to reach ours or
the third-party Sellers warehouse. Once your parcel reaches the warehouse, we
request up to 5 business days to have your return assessed and processed. You
will be notified via email once your return has been processed.
Should your return be eligible for a store credit, this is automatically
applied to your OZSALE account and is active for 6 months from the time of
issue. Should you be eligible for a refund via your original payment method –
please allow a further 3 business days for the transaction to process through
our bank and to be accepted by yours.
If you have paid through PAYPAL – you will receive a receipt from PAYPAL once
the refund has been processed.
I’ve returned an item, has it been processed yet
You will receive an email once your return has been assessed and processed. If
you have not received an email, please visit MY RETURNS, in the MY ACCOUNT
section online and check the status of your return. Your return will remain as
“Awaiting Return” until we process your return. Once your return has been
processed, the status will update to “Closed”.
What if there’s an issue with reimbursement
Should there be an error, or you feel that your return has been processed
incorrectly – please send our Customer Service Department a contact message via
the CONTACT US section and we will review the claim.
We will always process your return based on your ‘Reason for Return’ when you
had lodged your returns request, our Terms and Conditions.
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