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ORDERS & REGISTRATION
DELIVERY
RETURNS & EXCHANGES
E-GIFT CARDS / E-VOUCHERS
STORE REWARDS
GENERAL INFORMATION

 

ORDERS & REGISTRATION

How secure is your website?
Answer

Whatastore.com.au uses the GEO TRUST security encryption method to ensure that your online purchases are 100% secure. GEO TRUST is an SSL protocol that encrypts your information into codes so that your information is kept secure while being transmitted via the internet. For more information on this technology, please visit http://www.geotrust.com/au/

Who is your payment provider?
Answer

We use E-way, the safest online payment provider. For more information please visit the E-way website http://www.eway.com.au/

Do you store credit card details?
Answer

We do not store credit card details directly, we use E-way as our payment provider who will store an encrypted token of your credit card details. If you wish to remove this token, please log-in and delete the credit card details associated with your whatastore.com.au account. For more information please visit www.eway.com.au

Can I cancel my order?
Answer

After placing an order you can contact customer support within 1 hour and our team will endeavour to cancel your order, this is not always possible due to our system process. Either phone us on + 61 90956268 or email customersupport@whatastore.com.au

Do I need to sign up to place an order?
Answer

No, you can checkout as a guest, however signing up with us helps speed up the ordering process for you and allows you in the My Account section to keep track of your orders, store rewards, e-gift cards and refunds online.

By registering, will I automatically receive marketing emails from you?
Answer

No, you can opt out of emails and marketing material at the checkout stage of placing your order. If you do sign up you can ask to be taken off our mailing list at any time by clicking on the unsubscribe link in any email communications that we might send you. Alternatively you may email customersupport@whatastore.com.au and request your email address to be unsubscribed. You may also write to the following address, confirming your email address and unsubscribe request: Whatastore.com.au PO Box 178 
Moorabbin VIC 3189 
Australia + 61 90956268

What payment methods do you accept?
Answer

We accept Visa & MasterCard and whatastore.com.au e-Gift Vouchers.

What do I do if I have forgotten my password?
Answer

Simply follow the Forgot your Password instructions, or click here to change it. For security reasons, we cannot send you your password via email. Once you have requested a new password you must allow up to 30 minutes to receive this via email. If your new password does not work please contact customersupport@whatastore.com.au for assistance.

How do I use a promotional/discount coupon code online?
Answer

To claim your promotional offer ensure you are entering the information into the 'Discount Codes' field in the 'Shopping Cart' section of the site. If you continue to have trouble redeeming the offer please contact our customer suppot team for further assistance. Only one promotional code or discount can be used per order. For additional information please contact Customer Support team on the live chat or via email customersupport@whatastore.com.au 

I've seen an item previously but now it's not online, where can I get it?
Answer

Unfortunately if this is the case, then this item will be sold out throughout the store. Please contact customersupport@whatastore.com.au if you have any further queries.

 

DELIVERY

Is there a minimum cost for shipping?
Answer

All Australia-wide purchases incur a postage/shipping fee. You can select the cheapest or fastest option throughout the checkout process.

Do I need to sign for my delivery?
Answer

No, you can leave a note in the shipping details as you checkout. Eg. Leave behind the pot plant at the front door.

What happens if a parcel is lost?
Answer

If you have not received your parcel we can open an investigation, Australia Post and other carriers will let us know the status of delivery after they have contacted their Parcel Distribution Centre and the driver who was allocated delivery of your package. To open an investigation please contact us via phone + 61 90956268 or email customersupport@whatastore.com.au

Can I change the delivery address for my order?
Answer

Unfortunately we are unable to alter an order once it has been placed. This includes removing/adding an item, size/colour change or change of delivery address. If you have any concerns please contact our customer support team on + 61 90956268 or customersupport@whatastore.com.au. You are more than welcome to return your item to us for a credit for a full refund.

Can I specify a time for delivery?
Answer

Unfortunately we cannot specify a time for delivery.

Does whatastore.com.au offer International shipping?
Answer

No, whatastore.com.au is currently shipping throughout Australia.

 

RETURNS & EXCHANGES

What can I do if something is wrong with my order?
Answer

While we take every care to ensure that each item on our website is labelled just right (including pricing, colour and size), and shipped to you correctly, every now and then we get it wrong. If you have received an item different to the one you ordered, please contact our Customer Support team customersupport@whatastore.com.au.

I bought an item online but it is now faulty, what can I do?
Answer

If an item purchased is faulty, not of merchantable quality - meaning that it is not of the quality that you reasonably expected when it was purchased, bearing in mind how the item was described to you prior to purchase and also the item price - or, unfit for purpose - meaning that the item doesn’t do what you reasonably expected it would - we will accept returns for refund or exchanges within a reasonable time frame and upon assessment of goods. Download the returns form here, and you can return the item with the filled out returns form to us at : PO Box 178
Moorabbin VIC 3189
Australia. Once we receive your return, we will assess the product and provide an outcome.

I returned my order, how long will my refund take?
Answer

We will process your refund within 3 business days of receiving the return at our warehouse. Please remember, your financial institution can take an extra few days to get the refund back into your account.

What if I don't have the original shipping packaging?
Answer

We don’t mind what packing the items come back in parcel wise as long as they are in a condition they can be re sold in and returned within the 10 day return period.

Do you refund sale items?
Answer

Yes we do, please see our returns page for all details on returns. If an item purchased is faulty, not of merchantable quality - meaning that it is not of the quality that you reasonably expected when it was purchased, bearing in mind how the item was described to you prior to purchase and also the item price - or, unfit for purpose - meaning that the item doesn’t do what you reasonably expected it would - we will accept returns for refund or exchanges within a reasonable time frame and upon assessment of goods.

Will my postage be refunded if my items are damaged or faulty?
Answer

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs. If you have kept any items on your order, we will not be able to refund your postage.

 

E-GIFT CARDS / E-VOUCHERS

What is the difference between a gift card and an e-gift voucher?
Answer

A gift card is a physical plastic card, however a whatastore.com.au e-gift voucher are environmentally friendly and super convenient and are sent as an email ( "e" means electronic), which is an electronic voucher delivered via email from the online store, and can be used online at whatastore.com.au.

Can I send a message with my e-gift voucher?
Answer

Yes! You can add a personal gift message when selecting the e-gift card of your choice. Click preview my gift card to see how the gift card will appear in the reipients inbox. Once purchased through the checkout, your e-gift voucher will be sent to the recipient.

How long will it take for my e-voucher to arrive?
Answer

Your e-voucher will arrive as soon as your payment has been approved by your bank. If an e-gift voucher has not arrived within a reasonable timeframe, please check your junk mail folder before contacting our customer support team.

Can my gift card or e-voucher expire?
Answer

The gift card and e-voucher will be valid at whatastore.com.au anytime.

Can I use a gift card/e-voucher and another method of payment in one transaction?
Answer

Yes, you can pay the balance with any method of debit/ credit card options available on our website or in-store.

Can a e-gift card/e-voucher be refunded?
Answer

Unfortunately we do not refund gift cards or e-vouchers after purchase.

Can I order large amounts of gift cards?
Answer

Yes, you can buy as many e-gift vouchers as you like.

How will I be refunded if I have paid part with a gift card/e-voucher and part with a credit card?
Answer

The amount you paid with credit card will be credited back into the same account, and we will reissue you with a new gift card/e-voucher.

 

STORE REWARDS

How do I redeem my Store Rewards?
Answer

You can redeem your reward points in the shopping cart. You can enter the amount of Store Reward points you want to redeem or you can tick “ use maximum” points so all points are used in you purchase.

Can I earn extra Store Reward Points?
Answer

Yes, if you spread the word and invite a friend or family member to whatastore.com.au, on their first transaction you receive 5 Store Reward points for every dollar they spend! Sign into your My Account, click on My Store Rewards on the left menu or My invitations and spread the word to earn bonus points.

 

GENERAL INFORMATION

How do I search for products?
Answer

There are a number of ways you can search for goods until you find exactly what you're looking for. The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each subcategory, spilt into either types of goods (i.e. party gear) or items eg. Polka dot party bags. Alternatively, if you know exactly what you want, just type in the goods or item into our search facility [top right of the website] and we will find you everything related to your specific product search. Once you have found what you want, click 'add to cart', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details. Don't forget to check out our Just Arrived, Hot Sellers and Clearance basket for some great items, as it can be a bargain hunters dream!

What are your customer support opening times?
Answer

Our phone line and live chat is open from 9am - 5pm, Monday - Friday.

What are your customer support contact details?
Answer

You can contact our customer service team on; +61 3 9095 6268or email: customersupport@whatastore.com.au.

What is your head office residential address?
Answer

Our Head Office is based in Moorabbin, VIC. Please send all written customer enquiries to the following address: Customer Enquiries & Mailing Address customersupport@whatastore.com.au PO Box 178 
Moorabbin VIC 3189
 Australia Warehouse Location ( not open to public) 5 Capella Crescent
 Moorabbin VIC 3189 
Australia

I have a business and want to sell items at whatastore.com.au, how can I?
Answer

We are always looking to add a great variety and unique items to our store. To sell low cost items with us click here

Which Internet browsers does your website support?
Answer

We support Safari, Mozilla Firefox, Google Chrome and Internet Explorer 9.

Where can I find the terms and conditions for your whatastore.com.au?
Answer

The terms and conditions for whatastore.com are here customersupport@whatastore.com.au.

 

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