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635 questions from our users

Yvonne P.

Yvonne P.asked

I received my ugg boots they are to big i dont want a refund just want to exchange is this possible

1 answer
OzSale
CS M.OzSale

Hi Yvonne, thank you for your message and I am sorry to hear that, the boots arrived too big. Unfortunately, due to nature of our business, we do not hold access stocks. Therefore, we are unable to provide you with a different size.

Risma P.

Risma P.asked

Hi, there s a transaction in my bank account, money deducted from my bank account from your website on the 7th.04.2020 (active 4th April 2020) for amount 18$. The thing is i didn't make any purchased from you guys on both of that date. And i have checked my order history too, there was no any purchased made on that date. can you please check on this matter and let me know whats going on.

7 answers
Annette S
Annette S

I am not sure why anyone expects me to be able to answer this question, I am just a customer like Risma P and this is a question for Ozsale to address



Risma P.
Risma P.

yes, I am waiting the responds from ozsale, as i cant find any link to contact them trough their website,..(they only provide contact link when u purchased something from them)

OzSale
CS M.OzSale

Hi Risma, thank you for your message. Could you please provide us the email address that has been registered with us. Once we receive your reply, we will check this for you.

Karina F.

Karina F.asked

Hi, I received my order, but the wrong size was sent. Could I exchange them please? I have my order number I just need a return authorization number.

9 answers
Annette S
Annette S

I cannot help you perhaps someone from Ozsale can. I could never work out how to return items because no accompanying paperwork ever comes with your parcel, as it does with other outlets. I always get things one size larger now to cover too small sizing.



Karina F.
Karina F.

Thanks for that. They sure give the runaround. Last item that I buy from there.

OzSale
CS M.OzSale

Hi Karina, thank you for getting in touch with us here regarding the incorrect size of the item that you've received. I'm so sorry to hear this. This could be due to picking error. Please have this item return back to us and we'll refund it for you. You may lodge a return request from your Ozsale account and one of our team will get back to you with the return instruction. If there's anything else I can assist, please revert back to me. Thank you.

Trudy

Trudyasked

Can I please cancel my order that I made this morning?

1 answer
OzSale
CS M.OzSale

Hi Trudy, thank you for your message. Could you please provide us the order number that you would like to cancel? Looking forward for your reply.

Maggie

Maggieasked

All I want to know is WHERE IS MY ORDER? Order number is 30997929. It was placed on 18th March 2020.

Stock was supposed to have arrived by March 26th. My order details shows stock arrived March 31st 2020. Why hasn’t it been shipped yet?

I’ve been playing email with customer service, what a joke, for days now. All I get is a template email. I’m sick of being told a load of garbage every time I get a response. Does anyone there know how to read? I’ve sent messages with a great deal of content.

Stop the template replies and send me my goods? My first time ordering with Ozsale. There won’t be a second order.

Also there is a difference with seeing your order via desktop and seeing it via app. Which one has the correct information?

Please send me my order so I can get rid of this headache.

1 answer
OzSale
CS M.OzSale

Hi Maggie, thank you for reaching out to us here regarding your delay order. My apologies that we could not deliver your order in time. Our business model is structured in a way that we do not hold stock in our warehouse. Most advertised items on our website have been held aside for us by our Brand Partners. When a sales event ends, we then order stock from our supplier based on customer purchases. Due to this, there are factors that are out of our control such as the supplier sourcing the stocks and sending them on time, weather, etc. Once they have been sent only can the picking and packing commence. Upon checking,our Warehouse Team is currently preparing all orders from this sales event for dispatch as we speak, you can expect your order to be dispatched in the coming days. Once dispatched, you can expect to receive your order within three to five business days. You can follow the progress of your order straight to your doorstep through the My Orders page of your Account online.

Katrina.M

Katrina.Masked

I purchased a trampoline online yesterday 31064679 unfortunately I thought it was a different size, I have sent a message through to cancel & get a full refund. I could not see an option in my orders to cancel myself as other posts suggest. Could you please advise if this order has been cancelled & refunded.

2 answers
Katrina.M
Katrina.M

Your online team have already responded now & are refunding the full amount. Thanks for your quick online response!

OzSale
CS M.OzSale

Hi Katrina, Thank you for your message and it is great to hear that this has now been resolved. Have a great day and stay safe!

Yenal

Yenalasked

A couple of weeks ago I asked if I could return my items for a refund. I was told yes and that I would be refunded back to my original payment method. I returned my items and the tracking shows they were delivered back 9 days ago. They have closed the return but never issued me my refund. I’m now $135 out of pocket. Today I was told that they have issued me a voucher which expires after 6 months. This is unacceptable. I don’t want a voucher which is only valid for 6 months as I will never purchase from OzSale again after this. I simply want my money back for the items I returned like I was promised. I have already opened a PayPal dispute. My next step will be a fair trading case. OzSale is obviously a very unsafe place to buy. I’m extremely disappointed and this has been an absolute nightmare. Just refund my money so I can move on from this awful experience!

12 answers
OzSale
CS M.OzSale

Hi Yenal, thank you for your message. I would be more than happy to have a further look into this for you to make sure you get the best resolution possible, could you please provide me with your order number and I will raise this now. I look forward to hearing from you.

Yenal
Yenal

Order 30960328. The items I sent back to you were delivered back to you on 23rd March. I’ve been told false promises that you would issue my refund but here I am still $135 out of pocket. Now they’re refusing to refund altogether.

Yenal
Yenal

I just received another message from OzSale refusing to issue my refund! It’s obvious they are trying to make this as difficult as they possibly can for me. I’ve never been messed around by a company so much in my life!

Steve T

Steve Tasked

I just purchased what I thought was a Bang & Olufsen A9 Speaker, apparently it is just a replacement cover for an A9 speaker. The description actually said B&O headphones. I am trying to cancel please. $29.90
Order number: 6VT7458537305524V Steve Thomas

5 answers
OzSale
CS M.OzSale

Hi Steve, thank you for your message. Could you please provide us with your order number which starts with number 3 with 8 digits in total. Looking forward for your reply.

Steve T
Steve T

31051439

OzSale
CS M.OzSale

Hi Steve, As requested, I have processed your cancellation request in our system. Your order will be refunded via your original payment method. Please note that once processed it can take up to five working days for the money to appear back in your account. If you require anything further, please let me know.

May B.

May B.asked

I returned Order 30878832 (RT1891917; ) due to the significant misrepresentation of the size by the merchant. The refund wasn't driven by my change of mind. Why don't you have the decency to respond to 3 my emails requesting a refund via the original methods of payment totalling $135, ie $16.11 by voucher and $118.89 by PayPal? What made you think you could silence me by ignoring me?

4 answers
OzSale
CS M.OzSale

Hi May, thank you for your message. I'll arrange to remove the store credit currently on your account and issue you with your refund. Please allow up to five business days for the funds to appear in your account once actioned. If you require any further assistance, please be sure to let me know!

May B.
May B.

Hi
Thank you for your prompt assistance. I will monitor my account. Cheers

OzSale
CS M.OzSale

Hi May, you are most welcome.

Jessica M.

Jessica M.asked

Hi I placed an order with you guys, it has no been dispatched yet so can you please cancel it. I wanted it processed by ourpay so that I could do the 4 instalments but when I pressed on that it just took the full payment which is not what I want.
my order number is 31031436
Thanks

2 answers
Stephen Anderson
Stephen Anderson

From my experience ozsale will only give a store credit so you will not get you money back good luck

OzSale
CS M.OzSale

Hi Jessica, thank you for your message. As requested, I have processed your cancellation request in our system. Your order will be refunded via your original payment method. Please note that once processed it can take up to five working days for the money to appear back in your account. If you have paid using Humm, OurPay or AfterPay, we will adjust any outstanding instalments and arrange to refund any overpaid money within seven business days.

Leeona Bishop

Leeona Bishopasked

I wish to return an item to ozsale it has requested a return number how do I get this

1 answer
OzSale
CS M.OzSale

Hi Leeona, Thank you for your message.

To return a product, please visit My Returns via your Account and lodge a Returns Request. Alternatively, please click here: http://www.ozsale.com.au/MyAccount.aspx#myreturns

Please remember to accurately state the reason for your return so that our team can action your request accordingly.

Once your request has been reviewed, a member of our Returns Team will email you directly with further information on how to return.

If you have any further questions, please let me know and I'll be happy to assist.

Liz F.

Liz F.asked

How do I change an address

1 answer
OzSale
CS M.OzSale

Hi Liz,Thank you for contacting us regarding your shipping details.

To change your delivery address, please visit the My Orders section via your account and click on the order that you would like to change the address from.

For desktop/laptop users, click on the 'View Details' section and you will be able to change your address on the order detail page.

For mobile app, click on the order number from the My Order's page and you can change your address by clicking on the 3 dots next to your current address.

Should you have any questions, please do let me know.

Leeona Bishop

Leeona Bishopasked

How do I get a returns item postal number

1 answer
OzSale
CS M.OzSale

Hi Leeona, Thank you for your message.

To return a product, please visit My Returns via your Account and lodge a Returns Request. Alternatively, please click here: http://www.ozsale.com.au/MyAccount.aspx#myreturns

Please remember to accurately state the reason for your return so that our team can action your request accordingly.

Once your request has been reviewed, a member of our Returns Team will email you directly with further information on how to return. When your return has been received, you will need to allow up to five business days for processing. Our Returns Team will notify you via email once your return has been processed.

Your return will be assessed and processed as per our Return Policy, which can be found here: https://www.ozsale.com.au/ReturnPolicy.aspx?cid=10.

If you have any further questions, please let me know and I'll be happy to assist.

Jane

Janeasked

How do I correct an error in quantity in my ‘basket’. This is stopping me from completing my order.

1 answer
OzSale
CS M.OzSale

Hi Jane, thank you for your message. You may change the number of item you want to order by clicking on the small box which says quantity. Alternatively, please scroll down to bottom and select edit basket.

Jane

Janeasked

Preview of my ‘basket” revealsI have entered an item twice. How can I change the quantity of goods in ‘the basket’. This problem is stopping me from completing my order.

3 answers
Dani
Dani

Depending what device you are using to shop, You can change the number of item you want to order by clicking on the small box which says quantity.
Or scroll down to bottom and select edit basket.
If you can’t do either, click the little cross on the line of the item which will remove from your basket and then re-add just one.

Jane
Jane

Thank you. Overnight it fixed itself!!?

OzSale
CS M.OzSale

Hi Jane, thank you for reaching us. We glad to know that, your issue has been resolved.

Loris Ritchie

Loris Ritchieasked

I am trying to return a. Purchase and stated filling in return form and it ask for a return no as well as original order no where do I get this number from

15 answers
Rosemary mcduie
Rosemary mcduie

I’m having the same problem

Shun
Shun

On my experience, you can con call them by this number 02 8999 0407and request for help

OzSale
CS M.OzSale

Hello Loris, Thank you for your message. Can you please advise your invoice number and I will help check on them for you?

Bronwyn c

Bronwyn casked

I bought some earrings and when I opened the parcel found that one is broken. How do I return

2 answers
Shun
Shun

Go to their site and in the my return section request for a new return and then fowllo the instructions

OzSale
CS M.OzSale

Hi Bronwyn, thank you for your message and I am sorry to hear that, your earrings arrived broken.
To return a product, please visit My Returns via your Account on a desktop/laptop, attach a photo of the item and lodge a Returns Request. Alternatively, please click here: http://www.ozsale.com.au/MyAccount.aspx#myreturns
Please remember to accurately state the reason for your return so that our team can action your request accordingly.

tes

tesasked

I'm wondering how long is the warranty of Automatic Keep Warm 1.8L Glass Cordless Kettle Temperature Control + Led Light? and if broken in the warranty period, what should I do?

1 answer
OzSale
CS M.OzSale

Hi Tes, thank you for your message. Please be informed that, the product that you are referring to does not comes with warranty.

Rosemary mcduie

Rosemary mcduieasked

Hi I need to return an item but can’t find the slip with the ran number the invoice is 37608183 another number is 30851984 . My email is [email protected] any help? Thankyou rosie

5 answers
OzSale
CS M.OzSale

Hi Rosemary, Thank you for your message.

To return a product, please visit My Returns via your Account and lodge a Returns Request. Alternatively, please click here: http://www.ozsale.com.au/MyAccount.aspx#myreturns

Please remember to accurately state the reason for your return so that our team can action your request accordingly. Once your request has been reviewed, a member of our Returns Team will email you directly with further information on how to return.

Rosemary mcduie
Rosemary mcduie

I try to do that but you need a return authorisation number and I don’t have one

OzSale
CS M.OzSale

Please be informed that, you will able to obtain the return authorisation number once you have lodge a return request.

Andy

Andyasked

I did buy a top brand perfume last year before I went on holidays Amouage jubilation xxv and this perfume is so fake. It disappears within an hour which is unusual of this brand, over the holidays had meetings and I had to have the bottle on me for resprays but still it does not project at all beyond an 30mins to an hour. I must say I am so disappointed, these perfumes don’t come cheap at all. That is daylight robbery.

6 answers
OzSale
CS M.OzSale

Hi Andy, thank you for reaching us. I am sorry to hear that, there is an issue with your order. Appreciate if you could reply with the order number for me to check and investigate this for you. Awaiting for your reply.

Andy
Andy

30275481

ANNE
ANNE

After my experience i believe Oz Sale should be investigated - even when i complained the emails that came back to me were totally irrelevant to my complaint. The whole process was so upsetting as my entire Christmas present choice came from this company. No Christmas presents..... - Oh i lie i did receive a bag that was as photographed - so out of $1800 worth i was able to give a gift of $30. They held my money for 2 months. This is not Australian. The ACCC should be all over this. Perfumes are impossible to quantify i guess. How the heck could they have a 3.9 star rating. It should be 0.

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