If something has gone wrong, send a clear summary so the issue can be identified and reviewed. You can also use this process to provide feedback about the website, support or order communication.
How to submit a complaint
Use the Contact page or another support channel displayed on the website. For an order complaint, include the order number, checkout email, relevant dates and a concise description of what happened.
Information that helps
- Order number and relevant dates.
- Product name and quantity if the issue concerns an item.
- Tracking reference for a delivery issue.
- Photos for damage, incorrect-item or packaging concerns.
- The outcome you are seeking.
How we review complaints
Review may require checking order records, payment status, carrier tracking, support history, product information or information from a payment provider, carrier or supplier. We may ask for more information where it is reasonably needed to understand the issue.
Australian consumer complaints
If a consumer issue cannot be resolved directly, external options can include your state or territory consumer-protection agency and information from the ACCC. The ACCC provides general consumer-law information but does not resolve every individual dispute.
Privacy complaints
Privacy concerns should be raised with the store first. Where the Privacy Act applies, unresolved privacy complaints may be eligible for review by the Office of the Australian Information Commissioner.
Therapeutic-goods concerns
Advertising, product-quality, recall or adverse-event concerns involving therapeutic goods may also have a reporting pathway through the TGA.
Urgent health matters
A complaint process should never delay urgent medical care. In an emergency in Australia call 000; for poisoning advice call 13 11 26.
Keep relevant order confirmations, photos, carrier messages and support correspondence until the complaint is resolved.