Any issues with the delivery of the purchase should be raised with the merchant directly, as they are outside of our control.
Some merchants provide customers access to track their delivery online so you can refer to that.

If the merchant hasn’t been able to resolve your concern and 10 days have passed since you raised the concern with the merchant, you can raise a complaint through our complaints form on our website.

We’ll work with you to resolve the complaint and let you know once we have a resolution.

Unfortunately, we cannot help you file a claim with a liquidator because the claim needs to be filed by the buyer. However, we are happy to provide a copy of your statement that shows the purchase you made with the insolvent merchant partner to support your claim.

If a merchant has gone into liquidation, a liquidator will be appointed to settle claims against the company. The liquidator will contact you directly and will advise you on the next steps. You can confirm the appointed liquidator for the merchant by searching by company name or number on the ASIC published notices listing.

If you have not received a refund as agreed with a merchant, we recommend reaching out to the merchant directly since they may have their own timeframe for processing refunds.

If the merchant hasn’t been able to resolve your concern and 10 days have passed since the merchant agreed to process the refund, you can raise a complaint through our complaints form on our website.

We’ll work with you to resolve the complaint and let you know once we have a resolution.

As part of dispute resolution, you are required to provide supporting documents showing the merchant agreed to the refund.

All products are subject to the merchants return and refunds policy as well as Australian Consumer Law as applicable. You need to discuss refunds for returned products directly with the merchant whom you purchased the product from.

If you haven’t received goods or services that you purchased, we recommend reaching out to the merchant directly. They may need time to either fulfill their obligations to you as part of the transaction or directly resolve your concerns.

If the merchant hasn’t been able to resolve your concern and 30 days have passed since the date of the transaction, you can raise a dispute by completing a Notice of Disputed Transaction and sending it to [email protected]

As part of dispute resolution, you will be required to provide supporting documents showing your attempts to resolve the matter directly with the merchant. The goods or services that haven’t been received should be listed on the Notice of Disputed Transaction.