Orders & Delivery

At the present time we offer our products for delivery by Australia Post only, or couriers for bigger/bulkier products.

Our warehouse locations are not set up to receive customers.

We ask our members to please allow 1 - 3 days after dispatch for delivery (please note delivery times may take longer depending on what state you live in and also due to any postal delays), although we will certainly be doing our best to get your order to you as soon as possible.

Parcel locker deliveries* can be made however you must open an account with MyPost and agree to their terms and conditions.

A Parcel Locker is a secure storage space where you have 48 hours to collect your parcel.

You can find Parcel Lockers at over 250 locations across Australia. They’re outside Post Offices, service stations and 7-Eleven stores.

To confirm your exact postage costs, simply add your postcode in your Shopping Cart. Your postage cost will depend on a number of factors, including size, weight and your postcode.

When your order has been dispatched, you will receive an email notification to advise you that your order is on it's way.

The dispatch notification means that your order has been packed and is awaiting collection from our warehouse.

Once you've received the notification, the shipping details such as the carrier, the carrier’s website and the tracking number will be provided. You can use this information to track your order/s by clicking on the tracking link or in the My Orders section of your account.

Please allow 24 hours from when you receive your the notification before attempting to track your order, this information will need to be updated in the Australia Post system.

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 7-10 days, that’s 5-7 days for the parcel to arrive back at our warehouse and us processing with up to 2-3 days for it to make its way through the banking system.

If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative shipping address where you know someone will be able to receive the parcel or selecting an alternative shipping option at checkout.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' form.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

-Your name
-Order number
-Product name and code
-Picture of the fault
-Description of the fault

We are a very fast paced retailer. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best products do reappear. Our customer service team won't know if a product is coming back in or not, you'll see it first.

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

We’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected shipping date has passed, then please contact us by going to 'Contact Us' link on this page and we will sort it for you.

Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is.

Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email.

Returns & Refunds

We'll refund your delivery charge if you return all of the items from the order.

If you decide to keep one of the items, you need to pay for delivery.

It can usually take up to 5-7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse, processed and refunded.

The funds should appear on your bank statement within 3-5 business days (how long depends on your card issuer).

If you paid using Afterpay, refund timing will depend on your arrangements with Afterpay.

If you paid for your order with a gift voucher or store credit, this will be credited back to your shopstraya.com.au account.

We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Unfortunately we don’t offer an exchange facility.We only replace items if they are defective or damaged. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

Refunds are sneaky things and can show up in a couple of places:

1. Normally it shows on the day of refund confirmation by us (or up to 5 days after this date depending on your bank’s processing times)

2. If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 5 days after this date depending on your bank’s processing time)

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Payments & Promotions

Payments and e-cheques made through PayPal may be subject to delays caused by the processing times between your bank or financial institution and PayPal.

In accordance with the recommendations issued by PayPal, we don’t ship out orders until we have received confirmation from PayPal that the payment has been cleared.

Orders where payments are delayed or not cleared (e-cheques) will be placed on hold until payment has been received by ShopStraya.

Afterpay allows you to enjoy your shopping now and pay it off in 4 fortnightly interest free instalments^.

On orders online $125 to $1,000.
^Subject to Afterpay's terms and conditions, see www.afterpay.com.au/terms

Simply select Afterpay as your payment method at checkout.

All you need is:

An Australian credit or debit card
To be over 18 years of age
An Australian residents address

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to 'Submit a Request' link on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):

-What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
-What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
-What payment method you were trying (e.g. PayPal, Visa)
-A description of the problem and what time the problem occurred
-If you get an error message, please include it in your message to us
Payment Declined

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your ShopStraya account.

If the above doesn't help, your Credit Card Company or bank will have more information.

If using PayPal, please contact PayPal directly if your payment has been declined.

Oops... Make sure you’ve entered it in the ‘Discount’ box at the checkout page and then hit apply!

Pop your code into the ‘Redeem Gift Voucher’ box at the checkout page and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift certificate, don’t sweat it. The balance remains on your voucher for next time.

We accept the following payment cards: Visa, Visa Debit and MasterCard. We also accept Afterpay, ziPPay, PayPal, Giftcards and prepaid debit cards.

We know you like a good deal so we often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can't be applied later.

Managing My Account

Go to your Shopstraya login page.

Click Forgot? in the Password field.

Enter the email that you used to create your ShopStraya account and click Email instructions.

You will receive an email with a link to reset your password.

Click the link in the email.

Enter a new password and then confirm it.

Caution

Each of your passwords should be unique. Don't use the same password for more than one account, even if the accounts are related.
Click Reset password.

Go back to your ShopStraya login page and log in with your new password.

Log in your account, select "view addresses" and you can either add a new one or edit an existing one.

For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.

Products

Our advertised products become very popular and sell out quickly. 

Send a message

info@shopstraya.com.au