Help Centre

IF YOU HAVE ANY ENQUIRIES THAT ARE NOT COVERED BELOW, PLEASE DONT HESITATE TO CONTACT US AT ANY TIME. EMAILS WILL BE RESPONDED TO WITHIN 24-48 HOURS.

FAQ's

Is it really free delivery Australia wide?

Yes, all orders and products are free delivery Australia Wide regardless of value and weight. A very small number of remote postcodes are excluded. See "Free Delivery" tab at top of site banner for more details visit https://mallsonline.com.au/pages/free-delivery

Do you ship products from overseas or from Australia?

Malls Online ship only from Australian warehouses. Products themselves may be manufactured in Australia or overseas, however products are never shipped to the consumer from outside Australia.

Will I receive an invoice/receipt?

Yes, you will receive a receipt once your order in paid for in full and accepted by Malls Online. You will receive an automated email copy direct to your nominated inbox. Please check spam folders and be sure to enter your email address correctly at check out.

How will I know my order has been dispatched?

Once we have assigned a tracking number for your order an automated email will be sent to your inbox. Please be sure to check your spam folder. If you have not received an email, please contact us at support@mallsonline.com.au and we will be glad to help you out. Please allow 24 hours for a response. Alternatively, you can call us (Australia Only) 03 7044 8944 M-F from 9AM - 6PM

How can I track my order?

Once your order has been dispatched a tracking number will be included in an automated email direct to your inbox. Also, if you log into the SHOP app, you can see your tracking once shipped. Please be sure to check your spam folder. For specific tracking sites for specific carriers, please visit https://mallsonline.com.au/pages/free-delivery

How long will my product take to arrive?

Off season 2 – 8 Business Days

Peak season 2 - 15 business days

Delivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse usually 1 - 2 working days after receipt of cleared payment.

Our delivery partners and ourselves cannot guarantee a delivery on any specific dates or times, as this is not something under our control. For further information on specific carriers, please visit https://mallsonline.com.au/pages/free-delivery

Can I update or edit my order after despatch date?

Short answer, unfortunately is no. This is because the order has been dispatched and unable to be recalled. Don't stress though, you can always order again as its free delivery Australia wide for every order regardless of value or weight. If it is an address issue, please see the question regarding Change of Address below.

Why wasn't my order sent together?

From time to time, orders are broken into parts as the suppliers and the warehouses are different. This means a piece may come from Queensland, one from NSW and one from Victoria. No stress, all orders regardless of weight and value are free delivery Australia wide.

My delivery hasn't arrived as yet.

First off, we advise checking https://mallsonline.com.au/pages/free-delivery for estimated delivery times as per carrier during peak and off-peak seasons.

Secondly, if the time taken is more than estimated, please check the tracking website of the carrier with your tracking number received in your dispatched email. Make sure you check your spam folders.

Thirdly, if this is outside the expected delivery, please contact us at delivery@mallsonline.com.au with the word "DELIVERY" in the subject field. Please add the "ORDER NUMBER" and "TRACKING NUMBER" and we will get onto it.

Lastly, if you're a phone person, call us during business hours (Mon-Fri 9am to 6pm) on (03) 7044 8944

Can I amend my shipping address?

Maybe, it all depends on if your product has been dispatched from the warehouse and also if it is still in the process of being delivered, or if it's even been successfully delivered.

So, if not dispatched, please contact us at delivery@mallsonline.com.au with the word DELIVERY in the subject field. Please add the ORDER NUMBER and TRACKING NUMBER and we will get onto it. This can only be done if the supplier allows it.

Lastly, if you're a phone person, call us during business hours (Mon-Fri 9am to 6pm) on (03) 7044 8944

If dispatched, depending on the carrier, you may be able to redirect it to a different address. Please see carrier details at https://mallsonline.com.au/pages/free-delivery as you need to contact them directly yourself.

If delivered, then there is nothing we can do at this end. We advise you to contact the original addressee and see if you can organise a pickup. You can email us of course in the case it is returned as a non-address at delivery@mallsonline.com.au.

What if I change my mind with the product?

We do not accept change of mind refund requests for:

  1. Health and safety products.
  2. Bulk purchases (including by pallet or pick up); or
  3. Products that are opened (i.e., are not opened in their original packaging).
  4. Otherwise, we only consider a change of mind refund request if this is made within 14 days after the item is delivered to the customer. As a customer, you must notify us of a change of mind refund request within these 14 days. If this does not occur, the change of mind refund request could be rejected. Please read in detail our policy at https://mallsonline.com.au/policies/refund-policy

Please contact us at returns@mallsonline.com.au and make sure to include order number and a summary of the issue. We will reply with outcome and procedure for return.

How do I return my order?

It is easy to return an order.

Firstly, we need to ascertain the reason for a return. You can do this by first contacting us at returns@mallsonline.com.au and be sure to enter the "ORDER NUMBER" and relevant "ISSUE" re the product needing to be returned. If it is a warranty issue, please provide images in the email. We will take it from there.

For detailed info on the process please visit https://mallsonline.com.au/policies/refund-policy

How long does it take to receive a refund?

If a refund is approved the usual refund period will be approximately 3-5 business days.

Do all products come with warranties?

All products sold through the Malls Online platform come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition to a customer’s rights under the Australian Consumer Law, Malls Online offers a 12-month warranty on products sold through the Malls Online platform which are found to be faulty or damaged.

For detailed info on the process please visit https://mallsonline.com.au/policies/refund-policy

Do you price match?

As a free delivery website, we do not price match as some of our competitors may charge delivery and therefore, they have additional fees at checkout that does not give a fair representation of the full price.

What if I miss a promotion period?

If you miss a promotion period unfortunately, we cannot honour that price once completed, however, and this is the good news, every month Malls Online have a promotion period for selected products.

Check back with us for your shopping needs routinely and you will see promotions popping up all the time.

Also, you can sign up to our newsletter which will give you notice of each sale period upcoming at Malls Online.

Do you sell preloved or preowned items?

Malls Online only sell brand new products.

However, with "Printer Cartridges" from certain brands, the product is re-conditioned.

Can I buy a gift card?

At this stage, the short answer is no. Why? We have found that many gift cards go unused by recipients. With over 10,000 individual products on Malls Online, we are sure you will be able to find that specific and precious gift for your loved one.

This may change in the future depending on demand, but at this stage it's a no.

Phone

(03) 7044 8944

Our office hours are Mon - Fri 8am to 6pm

Email

General Enquiries

For any general enquiries re anything at Malls Online, please email us at contact@mallsonline.com.au Be sure to add the word "General" in the subject field along with a brief description and order number in the body if applicable.

Product Enquiry

For any product enquiries at Malls Online, please email us at info@mallsonline.com.au Be sure to add the word "Info" in the subject field along with full product name and SKU in the body if applicable.

Delivery Enquiry

For any delivery or tracking enquiries at Malls Online, please email us at delivery@mallsonline.com.au Be sure to add the word "Delivery" in the subject field along with your order number and tracking number in the body if applicable.

Returns Enquiry

For any return enquiries at Malls Online, please email us at returns@mallsonline.com.au Be sure to add the word "Return" in the subject field along with your order number and issue in the body if applicable.

Warranty Enquiry

For any warranty enquiries at Malls Online, please email us at warranty@mallsonline.com.au Be sure to add the word "Warranty" in the subject field along with your order number and the issue in the body if applicable.

Sales Enquiry

For any bulk order enquiries at Malls Online, please email us at sales@mallsonline.com.au Be sure to add the word "Bulk order" in the subject field along with the full product name and SKU if applicable.

Site Enquiry

For any site issue enquiries at Malls Online, please email us at support@mallsonline.com.au Be sure to add the word "Site Issue" in the subject field along with the detailed issue in the body if applicable.

T&C's Enquiry

For any T&C's enquiries at Malls Online, please email us at support@mallsonline.com.au Be sure to add the word "T&C's enquiry" in the subject field along with the issue in the body if applicable.

OTHER ENQUIRIES CONTACT FORM

Mail

All Correspondence

For any enquiries by mail at Malls Online, please send to:

PO BOX 17, MICKLEHAM, VIC 3064 AUSTRALIA

Be sure to add your contact details or order number & issue in the correspondence so we can reply in a timely manner