Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
The delivery time for your order depends on the method you choose during checkout:
Untracked Free Delivery: It typically takes between 7 to 10 working days for your order to reach you.
Tracked / eParcel or Similar: You can expect to receive your order in 2 to 7 working days when selecting this option.
Express Post: For a speedy delivery experience, choose Express Post, which will have your order delivered within 1 to 3 working days. Please keep in mind that to receive it the next day, you must be within the Australia Post next day guarantee network.
Once we provide you with a tracking number, you can easily check the estimated delivery time by using the courier’s online tracking system. We want to ensure you receive your order as swiftly as possible, so feel free to keep an eye on its progress!
Creating an account on our website is easy. Here’s a step-by-step guide:
Website Header: On the website header, you will find a “My Account” section. Click on this section to begin the account creation process.
Follow the Prompts: Once you click on “My Account,” you will be prompted to follow a series of steps to create your account. This typically includes providing your email address, creating a password, and filling out any required information.
Confirmation: After completing the necessary steps, you may receive a confirmation email to verify your account. Be sure to check your email and follow any instructions provided to confirm your account.
Once you’ve successfully created an account, you can enjoy the benefits of a registered user, such as easy access to your order history, tracking information, and a smoother checkout process for future purchases. If you encounter any issues or have questions during the account creation process, please feel free to reach out to our customer support team for assistance. We’re here to help!
We understand that sometimes mistakes can happen with delivery addresses. If you need to change your shipping address, please follow these steps:
Act Quickly: If you notice an error in your delivery address, contact us promptly. You can reach out to us at onlineshop [ @] repairmate.com.au.
Pre-Dispatch: We can only make changes to your delivery address before your item is dispatched. Once your item has been dispatched, we regret to inform you that we are unable to make any changes to the delivery address.
To ensure a smooth and accurate delivery of your order, please double-check your shipping address during the checkout process. If you do need to make a change, don’t hesitate to get in touch with us as soon as possible, and we’ll do our best to assist you. Your satisfaction is important to us!
Tracking your order is easy with Repair Mate© Online Shop. Here’s how you can do it:
My Account Area: Log in to your account on our website. Once logged in, you’ll be able to access your order history and track the status of your current order right from the “My Account” area.
Email Updates: Keep an eye on your email inbox for updates from us. We regularly send out emails to provide you with the latest information about your order, including tracking details and delivery status.
By utilizing these two methods, you’ll have a convenient way to stay informed about the progress of your order and ensure that you receive it in a timely manner. If you have any questions or need further assistance with tracking your order, feel free to reach out to our customer support team. We’re here to help!
Rest assured, we prioritise the security of your credit card information. We do not store or access any of your credit card details.
We use a PCI-compliant Credit Card facility provided by Commonwealth Bank, which ensures that all credit card processing is handled securely at their end. This means that your sensitive payment information is not retained by us in any way. Your security and peace of mind are of utmost importance to us, and we take all necessary measures to protect your data during the payment process.
Goods and Services Tax (GST)
Please note that all the prices you see on our website are inclusive of the Goods and Services Tax (GST). We charge a 10% GST on all our products. This means that the price you see is the final price you will pay, and there will be no additional GST charges added at checkout. We aim to provide transparent pricing and ensure that you have a clear understanding of the total cost of your purchase. If you have any questions or need further clarification about GST and pricing, please don’t hesitate to contact us at onlineshop [ @] repairmate.com.au. We’re here to assist you.
At the moment, we offer shipping to two countries:
- Australia
- New Zealand
Please note that our shipping destinations are limited to these two countries for the time being. If you are located in either of these regions, you can take advantage of our services. We appreciate your interest, and we are continually exploring options to expand our shipping destinations in the future.
The packaging of your items may vary depending on their source and location within our supply chain:
Same Warehouse: If all the items in your order are sourced from the same warehouse, they are likely to be packaged together in one shipment.
Direct from Distributer: Some items may be shipped directly from the distributor. In such cases, these items might be sent separately from the rest of your order.
We aim to ensure the efficient and safe delivery of your items, so the packaging method is determined by the logistics that optimize delivery times and conditions for each item. Rest assured that whether your items arrive in one or multiple packages, we will make every effort to ensure they reach you in excellent condition and as quickly as possible.
If you need to swap an item
Returns and Exchanges
At Repair Mate© Online Shop, we want you to be completely satisfied with your purchase. That’s why we offer a 30-day return policy, giving you peace of mind when shopping with us. Here are the key details:
Timeframe: You have 30 days from the date of receiving your item to request a return.
Eligibility: To be eligible for a return, your item must meet the following criteria:
- It must be in the same condition as when you received it.
- The item should be unworn or unused.
- It must include any tags or labels that came with it.
- The item should be in its original packaging.
- You will need to provide the receipt or proof of purchase.
Initiating a Return: To start a return, please contact us at onlineshop [ @] repairmate.com.au. Our team will guide you through the process and provide you with further instructions.
Return Label: If your return is accepted, we will send you a return shipping label to facilitate the return process. Please note that items sent back to us without prior authorization will not be accepted.
We are committed to ensuring a hassle-free return experience for our customers, so don’t hesitate to reach out if you have any questions or concerns regarding your return. Your satisfaction is important to us!
We apologise for any inconvenience this may have caused. If you believe you have received the wrong item in your order, please follow these steps:
Check Your Order Confirmation: First, double-check your order confirmation email to ensure that the item you received is indeed different from what you ordered.
Contact Us Promptly: If you have confirmed that there is a discrepancy, please contact us immediately at onlineshop [ @] repairmate.com.au. Provide us with your order number and the details of the issue.
Include a Photo: If possible, include a photo of the item you received. This will help us better understand the situation and expedite the resolution process.
Our team is dedicated to addressing and resolving any issues promptly to ensure your satisfaction. We appreciate your understanding and cooperation in helping us rectify the situation.
We sincerely apologise for any inconvenience this may have caused. If your order has arrived damaged, please follow these steps:
Contact Us Promptly: As soon as you confirm that your order has sustained damage during transit, please reach out to us immediately at onlineshop [ @] repairmate.com.au. Be sure to include your order number and provide us with details of the issue.
Include a Photo: Whenever possible, include a photo of the damaged item in your communication. This will assist us in gaining a better understanding of the situation and allow us to expedite the resolution process.
Rest assured, we are committed to addressing the issue promptly and ensuring your satisfaction. Thank you for your understanding, and we appreciate your cooperation in helping us resolve this matter to your satisfaction.
Once your return has been approved by our team, you will receive an email that includes the return authority number and the specific return address.
Here are some important considerations when mailing your authorized return:
Proper Packing: Ensure that the item is packed securely to prevent any damage during transit. Proper packaging helps protect the item and ensures a smooth return process.
Signature and Tracking Service: For accountability and peace of mind, we recommend using a shipping method that includes signature confirmation and tracking. This allows you to track the progress of your return and ensures that it reaches us safely.
Enquiries: If you have any inquiries about the status of your return, we advise checking the online tracking information to confirm that the item has been delivered to us before raising any inquiries. This will help you stay informed about the return process.
Please follow the instructions provided in the email you receive after your return is approved to ensure a successful return experience. If you have any further questions or need assistance, feel free to reach out to our customer support team. We are here to assist you throughout the return process.
Getting in touch with our customer support team is simple and convenient. To receive assistance or support, please reach out to us via email at onlineshop [ @] repairmate.com.au. Our dedicated team is ready to assist you with any questions, concerns, or issues you may have. Your satisfaction is our priority, and we’re here to help!
We understand that sometimes mistakes can happen with delivery addresses. If you need to change your shipping address, please follow these steps:
Act Quickly: If you notice an error in your delivery address, contact us promptly. You can reach out to us at onlineshop [ @] repairmate.com.au.
Pre-Dispatch: We can only make changes to your delivery address before your item is dispatched. Once your item has been dispatched, we regret to inform you that we are unable to make any changes to the delivery address.
To ensure a smooth and accurate delivery of your order, please double-check your shipping address during the checkout process. If you do need to make a change, don’t hesitate to get in touch with us as soon as possible, and we’ll do our best to assist you. Your satisfaction is important to us!
Yes, we understand that sometimes you may need to change or cancel an order. Here’s how you can do it:
Cancellation: If you wish to cancel your order, please act quickly and contact us as soon as possible at onlineshop [ @] repairmate.com.au. We are happy to cancel your order if the item has not been dispatched yet.
Refund: Once your order is successfully canceled, the payment will be refunded to the original payment method.
We aim to accommodate your requests and provide a hassle-free shopping experience. If you have any questions or need assistance with changing or canceling your order, please reach out to our customer support team, and we’ll be happy to assist you. Your satisfaction is important to us!
We understand that you may want to secure an item even if it’s currently sold out. Here’s how it works:
Pre-Order and Back Order: Depending on the product type, we may offer pre-order or back-order options. You can check the product page for these specific options. If they are available, you will have the opportunity to pre-order or back-order the item.
Contact Us for Clarification: If you believe there is any error or confusion regarding the product listing, please don’t hesitate to reach out to us at onlineshop [ @] repairmate.com.au. Our team is here to assist you and provide clarification.
We aim to make the shopping process as convenient as possible, and we appreciate your interest in our products. If you have any further questions or need assistance with pre-ordering or back-ordering, please feel free to contact our customer support team for guidance. Your satisfaction is important to us!