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FAQs

 

I'm about to buy something:

I'm a Customer/I've bought something:

I'm not receiving your email/confirmation

Where do I get my discount code from and how do I use it?

Where's your sizing guide?

I need a tax invoice - can you provide?

It won't let me choose a colour?

I'm having trouble placing an order

Will you accept a Best Offer/reduced price/price match?

How does the bulk discount work?

Do you have a phone number?

Do I need to join to buy?

I can’t change my order?

What is the benefit of having an account?

I just want to receive your email newsletter

How long will it take to receive my order?

Are the colours true and accurate?

How secure is your site for shopping?

What is RRP?

Do you sell genuine products?

What is the payment currency and GST?

What are my Payment Options?

Can I pick up the item?

Do you Ship to International Addresses? (i.e. outside of Australia)?

Can I include a Gift Message?

Why are your adverts following me on the internet?

Can I get trade or wholesale pricing?

Can you provide other Sure Fit styles that are sold in the US?

 

What does the status 'Awaiting Pickup' mean?

My order status says 'Verification Required'?

How do I track my order?

I'm not receiving your email/confirmation

Can you call me instead of email?

How do I return an item?

The item isn't what I expected

Ebay only: Why does it take so long to deliver?

How long will it take to receive my order?

I need to change my address details

I want to cancel my order

I want to close my account or unsubscribe

Do I need to be present to accept the item?

Aust Post is overdue in delivering my order

When can I expect my refund/exchange?

 

 

 

 

 

 

  

 

 

 

 

 

Gift Vouchers/Gift Certificates:
How do I buy?
How do I redeem one?

 

Can't find an answer to your question? Then Contact Us. We'd love to help!

 

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Do I need to join to buy?

No. You can buy from our store as a guest and just enter your details at the time of purchase. We will not keep your personal or payment details. There though some benefits of having an account.

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Where do I get my discount code from and how do I use it?

 

We do run a regular monthly offer of 1st Order Discount for new customers. It does require you to subscribe to our email newsletter and have a minimum purchase level to use the discount code. We get asked ocassionally why isn't it automatic - well our systems don't know you (and nor do we have your permission at this stage) especially if you buy as a guest, and not create an account.

So in 3 simple steps:

1. Just go here to subscribe and get all the details of the offer!

2. You'll receive in an email from us with your discount code (PLEASE CHECK YOUR SPAM/JUNK BOX if you haven't received in within a few minutes)

3. Then when you are following the checkout process, at the order confirmation stage, apply the code as below. (Below is an example only and does not reflect the actual minimum order spend).

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I need a tax invoice - can you provide?

Absolutely. You will receive an email order confirmation that can be used as a Tax Invoice (it contains our ABN, address details, order value including GST value) as well as a paper invoice in your parcel (for most products). Just enter the name you require it in on the company name field if it's different from the billing or shipping name. Contact us if you need us to resend it. 

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Will you accept a "Best Offer"/reduced price/price match?

We do get queries from Ebay customers on will we accept a reduced price or a best offer?
 
We need to really fair about this to all our customers as that's part of who we are. We focus on offering the everyday best Australian price we can with outstanding customer service to everyone, regardless of whether you buy from our website store or ebay. That's why our ebay listings are 'Buy Now', not best-offer. 
 
We also, as an Australian owned and based company, want to provide long-term jobs but we can't do this if we sell below cost. Nor are we going to compete on flash sales and in-store discounts from other retailers. Our cost prices could be different to other retailers so we can't price match especially if we are providing free shipping as well.
 
We source from Australian importers/suppliers, not internationally so sometimes we won't be able to compete on price with products you can buy from overseas (as we're given different wholesale prices). We appreciate it is up to the consumer to choose with pros and cons for both ie buy local or buy overseas. 
 
What we work really hard at is providing awesome customer service. 
Here's more on our feedback: 
 
And we don't discriminate on where you live in Australia because we provide Free Delivery*, Free Returns shipping* and insurance plus a 90 Day Peace of Mind Guarantee (including free change of mind*). Plus, Australian-based warranties. With no hidden shipping or return/repacking charges, it's just one price and that's all you pay. You can read more about what we offer - it is one of the most generous guarantees around http://www.rightbuy.com.au/90-day-peace-of-mind-guarantee/.  *(Note shipping to and from the customer if returning for change of mind for bulky items eg furniture & wall art will be deducted from purchase price).
 
Also, ebay selling costs are higher so that's why we can only offer multiple purchase discount off our website store. You can receive an automatic 5% discount when buying more than 1 of the same product in most cases (website only). http://www.rightbuy.com.au/save-more-when-you-buy-more/
 
And, if you subscribe to our RightBites e-newsletter, there's a first order discount available as well. It features loads of Tips for you & around the home emailed every month.
 
We believe that the combination of the above provides a good alternative for online shoppers. When consumers ask for a price discount (and there's nothing wrong with that), we hope that Australian consumers though understand our position and what we are trying to offer.
 
 

Aust Post is overdue in delivering my order

 
Australia Post publishes delivery timeframes as follows. Australia Post generally commit to 95% of parcels to this timeframe. If your tracking shows the order still in transit beyond their timeframe, Aust Post only accepts queries once the order is 3 business days past it's official timeframe. Their position is that the remaining 5% generally are delivered in those 3 days so they request customers wait a little longer. Aust Post do publish service alerts so particularly for goods crossing state borders, bad rainy weather impacting rail services can have a big effect on delivery timeframes. If it still hasn't arrived, that's when they will allow us to lodge a query with them to investigate and not before. Remember if it is deemed lost by Australia Post (that can take quite awhile but we'll work with you to solve your individual situation as quickly as possible), we do provide replacements at no charge as part of your 90 Day Peace of Mind Guarantee. And, we do rely upon the honesty of customers to tell us if we do send replacements and then the original arrives sometime afterwards (Aust Post won't tell us unfortunately - they still might think it is lost!).

 

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Ebay buyer: Why does it take so long to deliver my/this product?

Firstly, has it been shipped or not? You can check this by seeing if you have received an emailed despatch notification (to your email, not ebay message) from either a courier/Australia Post and a shipping email notification from our ordering systems. You can get your tracking # from this to determine if it's waiting for collection. Note: Changing the status in ebay to be 'sent' is a manual process so it may take 24-48 hrs to catch up from when the shipment has already happened. There's more tracking information here.

With these products, ebay customers often ask us why it takes so long. Sometimes there is confusion on when a product is expected to ship. (We don't get these queries from our website customers on exactly the same products so it must be the way it is displayed to customers by ebay).

1. We have a handling time of 5-10 business days built into the Ebay delivery timeframe (displayed on the product page at the time of your purchase). 

2. The ebay timeframe is an ESTIMATE.  What ebay provides is estimated and we would usually deliver to this timeframe, however there are some factors that extend it (ie Ebay won't factor in public holidays, very remote locations, and peak periods can impact delivery timeframes ie usually Christmas, before public holidays and Winter (for quilt purchases). Ebay also includes weekends in the handling time which is unfortunate as warehouses and Aust Post do not ship out on weekends so your actual delivery timeframe could be beyond their estimate. Ebay are investigating as we are one of their BETA customers and they are working on displaying and explaining these estimates more clearly.

3. Why the handling time? 

The handling time is required because this is the only way to offer cheaper prices to customers by keeping the products offsite. The products have to come to our warehouse and then we ship out.  We deliberately offer great prices but that comes with a compromise on delivery timeframes. 

 We can use an express service where available (for an additional cost) to ship from our warehouse to your location although you don't save too many days unless you are in SA/WA and some parts of QLD. Contact us if you wish for a quote for an express service from our warehouse to you.

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What does the status 'Awaiting Pickup' mean?

This is just an internal status to indicate stock is awaiting pickup from a supplier/another warehouse for delivery to either you directly or to us first and then we ship out. (It just depends upon the product and the arrangements we have with our suppliers). Importantly, any product with this status is a 'Longer Shipment Product' as there is a handling time before we can ship to you. There's more here

And don't worry, it's not waiting for you to pickup from us or from the post office! We don't have pickup facilities - we will send it to you.  

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My Order status says 'Verification Required'?

You have received an email notification from our system indicating 'Verification Required' for any of these reasons:

You have paid by credit card and are shipping outside of Australia - Please click here on what to do next

OR

You have placed your order in a country that does not match the shipping address. ie You might be currently residing overseas or use a VPN to another country which means your IP address is not Australian. Our fraud prevention systems flag these orders as we receive a high number of fraudalent credit card orders placed overseas for local Australian delivery. Internet credit card fraud is a serious issue for online retailers like us so we do appreciate your understanding in advance. Your action is just to contact us so that we know you are a real person and a real order! We may need to do a credit card check and it is likely your order maybe delayed shipping until we make contact with you.

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Why don't you have a phone number?

We do have an office number if you wish to call us but our customer service is primarily done by email. We pride ourselves on offering great prices for quality goods and adding more people to answer phones would just increase the prices. Plus it diverts us from shipping out promptly and focusing on ensuring your experience goes smoothly. We found that the majority of questions were similar from customer to customer so we've worked hard to improve our FAQs and provided more Buying Guides to read at your leisure. If you do need to speak to us, we can call you during office hours if you leave us a number. We occasionally take orders over the phone if that helps.

Unlike our competitors, your post-purchase experience is far more important to us and lets face it, occasionally things can go wrong (despite best intentions).  We'd prefer to put our people resources into supporting our 90 Day Peace of Mind Guarantee. We have found email is just as effective and whilst it may not suit everyone, it seems to suit most who are comfortable buying online. 

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Can you call me instead of emailing me? 

We found that it can be difficult to reach customers via phone especially if they don't have an answering service. It adds time and cost to keep trying to continually try to contact a customer hence why our primary communication method is via email. Our team will make a phone call if you need us to and we'll try to call you at a suitable time for you and us. 

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I can't change my order?

The best way to change your order (eg quantity or product selected) is to click View Cart at the top of the screen. It doesn't matter where you are, even if checking out. Note it will tell you how many items you have in your cart.

 You'll then have the options to change the quantity or remove the product, and then click Proceed to Checkout again.

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If you need to change an order after payment is made, just contact us.

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What is the benefit of having an account?

There is a benefit of having an account as it is a quicker checkout process and you get visibility of your order history. If you do wish to create an account, you can go to Create an account or save your details at the time of purchase of your first order into your own account.

You'll also get our Tips & Special Offers newsletter. Learn more about how to unsubscribe. 

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I just want to receive your email newsletter

To receive our Tips & Special Offers email newsletter, you can signup at the time of checkout or enter your name and email address at the top of this page. You do not need to create an account to buy.

Learn more about how to unsubscribe. 

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It won't let me choose a colour?

There is a known problem with iPads and certain Safari browser versions with colour selectors so try either scrolling up/down, refreshing the screen or if that doesn't work, you'll need to use our site on our desktop computer or smartphone to get around the problem. It seems to be an intermittent error that we have been unable to replicate to fix. Other android tablets work fine.

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I'm having trouble placing an Order

Here's some checkout instructions (pdf) if you are having problems that shows you, step by step, how to checkout.

More tips:

1. You can save time by creating an account to store your personal details.  Learn more about the benefits of creating an account. We will not keep your payment details.

2. If you are using an iPad, you may experience issues occasionally due to the Safari browser. We recommend you use a desktop or our mobile site on a smartphone to purchase.

3. Once you have submitted your order, you will receive an email confirming your order with the relevant information, including order number and tax invoice. If you don't get the email, try looking in your spam/junk folders.

4. Then when your payment has been confirmed (usually automatically for credit cards and paypal excluding echeques), we then despatch your order.

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How do I close my account/unsubscribe?

If you wish to close your shopping account or unsubscribe from our newsletter mailing list, you can unsubscribe at the bottom of the newsletter or just email us at unsubscribe@rightbuy.com.au. We'll then purge your details from our systems. 

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I haven't received my order?

If you haven’t received your order in the expected timeframes, please email us at help@rightbuy.com.au and we’ll find out what has happened and let you know.

If the delivery has been lost, we will replace it for you! This is part of our 90 Day Peace of Mind Guarantee! 

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Do you sell genuine products?

 

We often get queries from ebay customers in particular if we sell genuine products. We only sell genuine and new products. Like many independent stores, we source direct from the brands themselves ie Downia, Bambi, MiniJumbuk etc. 

 

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What if I change my mind or it's not what I expected?

As part of our 90 Day Peace of Mind Guarantee we will happily take back the item, refund you and provide FREE return shipping within Australia within 90 days of purchase (conditions apply). 

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I'm not receiving your emails?

You should receive an order confirmation email from us straight after purchase or Welcome Email after subscribing to our newsletter. If you haven't received it, it may be because your email account is treating them as spam so check your junk mail or spam folders.

If this is the problem, to fix it in Hotmail, for example, open the account, click “Options” then “Junk Email Protection” and then “Safe List”. You can then add our website to your list.

Alternatively, in your Junk Mail folder, click “This is not junk mail” and the emails should in future end up in your inbox instead of your junk mail.

You could also check that you gave us the correct email address. We've had a few times when customers have mis-typed. 

If you still can't find that order confirmation email or other email you are expecting from us, please email us at help@rightbuy.com.au. We'll resend them again.

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Are the colours true and accurate?

Our pictures and descriptions on this website attempt to represent the true item colours however the colour(s) you view will depend on your monitor and settings and sometimes the angle you view your screen. We've written an article here on choosing colours online.

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What is the payment currency and GST?

All prices are quoted in Australian dollars and are inclusive of GST where applicable. You can select a different currency to view through the currency converter at the bottom left of any product page. Note however we still bill in $AUD on your credit card and paypal (for legal reasons) so you will be liable for any foreign exchange fees that your credit card provider may apply if you have a non-Australian issued credit card.

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How do I change my address details in my account?

If you have created an account with us, just sign in to your account and then under select “Your Address Book". If you haven't, no need to do anything as we did not store your details on your last purchase.

Make sure that if you move to a new address that you update your details so that your next purchase isn’t sent to your old address! 

If you have already placed an order, please email help@rightbuy.com.au with all your details and we’ll see if we have already despatched it or not. 

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What are Recommended Retail Prices (RRP)?

We may occasionally display the RRP of an item. This RRP is based on information provided to us by the supplier at the time the item was included for sale by us. We don’t claim it is the latest RRP or the actual retail price. You should conduct your own research to determine the value of the item and the actual retail prices elsewhere. 

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Do you ship internationally?

We don't ship internationally (ie from Australia) from our ebay store as it's not setup for the shipping rates, but we do on our website store. There's more here on how we ship internationally (note it will be an untracked and uninsured service by default unless you request a quote separately for an upgrade to tracked/insured shipping.

 

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Can I include a Gift Message?

 

Yes on any 'Next Business Day Despatch' product (or where no availability is stated on the product description so you can assume next business day despatch). Just include in your order comments and we'll handwrite your message on a small gift card. From time to time, we offer gift wrapping as well at no charge.  For products that have an 'Availability: Usually ships in n business days', it just depends upon the particular product, so check with us first. 

  

Why was my credit card declined?

The most likely reasons for your credit card being declined are:

  • The correct credit card number and CCV (credit card verification) number combination haven’t been entered;
  • You have reached your credit limit;
  • You are using a number on a credit card that has passed expiry date.

You can either try a different credit card or contact your financial institution to resolve the problem.

Unfortunately we cannot process your order until payment is processed and confirmed. 

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How do I cancel my order?

As part of our 90 Day Peace of Mind Guarantee, you can cancel an order at anytime before it is shipped!

If we have already shipped it, we'll arrange a return of the product at no charge to you.

If we haven’t shipped it, we’ll issue you a credit (you will see the original charge and an offsetting credit on your statement).

To cancel an order, just send us an email to help@rightbuy.com.au with “URGENT – cancel order” in the subject line. 

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How do I buy a Gift Voucher or Gift Certificate?

It's a simple 3 step process to buy a gift voucher and at the end, it gets emailed instantly to the person you nominate. Best of all, it can be used multiple times until the balance is used up and has a 5-year expiry! Delivery is still FREE in Australia.

If you want to keep it as a surprise and print it out and hand in person, just email it to yourself instead!

And to keep things simple, we don't force your gift recipient to create an account - they can just buy as a guest - all we need is their contact and shipping details to send their present!

Follow these steps:

1) Enter the Gift recipient details here, your details and your optional message, the amount and a select theme that the gift certificate will look like! You can preview before committing. Then click the button to 'add to shopping cart'

2) You'll be taken to our account page where you can enter your existing account details, create a new account or just buy as a guest

3) Then off to our express checkout to pay for it and that's it.

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Why are your adverts following me around the Internet?

Like many online retailers, we use retargeting marketing tools. We continually tune them to make sure it achieves a balance. Our privacy policy is here on what we do. There's also a great article here (not on our site) that explains what and why retargeting is a good thing for consumers. You can control the adverts being shown through your cookie settings on your browser.

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When can I expect my refund/exchange?

Refunds, replacements or exchanges generally occur once the item has been examined and we aim to process within 7 days from when it is returned to our warehouse. In busier times or if an issue is discovered, this maybe longer. Understandably (and we appreciate customers understanding of this) but we do give a higher priority to damage/replacements/exchanges when processing over refunds for change of mind. We want to give the speediest resolution to orders needing priority attention on damage/replacement/exchange etc given the goods are being kept.  Please note, returns to our warehouse are delivered  by Australia Post via the post office and we receive 1-2 deliveries a week. 

 

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Can you provide other Sure Fit styles that are sold in the US?

We source our Sure Fit products from the importer who has exclusive rights to selling Sure Fit in Australia. We aim to sell whatever they decide to import. There are many Sure Fit products available in the US etc however it is up to the importer as to what they bring in and their decisions are based upon what will bring enough volume of sales to justify the import costs into Australia. Therefore not being an importer ourselves, we're unable to accomodate any special requests. Customers will need to make their own arrangements with 3rd party companies who specialise in providing freight forwarding services for purchases of niche goods from the US - we don't have any special arrangements with them. You will find the costs will not be the same as the purchase costs in Australia and you will potentially need to pay GST as well.

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Can I get trade or wholesale pricing?

We've very sorry but we are not setup to provide trade pricing. Our business model factors in a consumer guarantee into our pricing and therefore we really are only setup for consumer purchases, not trade. We could not offer a price that would be attractive enough due to the committment we have in providing an awesome customer service to consumers. 

 

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How do I redeem a Gift Voucher or Gift Certificate?

You don't need to spend the money at once - you have five years to use this and can shop as many times as you like until you use up the balance! Everything will be delivered to you FREE if you live in Australia.

1) Just shop as if you were going buy something with your own money.

2) When you are ready to checkout, you'll be taken to our account page where you can select checkout as Guest (or you can create an account with us - what are the benefits?)

3) Then we need your billing details which actually become your shipping details by default. We don't keep any of these details if you checked out as a Guest.

4) At payment time, enter as shown below on the right hand side your unqiue gift certificate code that was on the gift certificate and then click 'Apply'. Ignore the selection for 'how would you like to pay'.

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5) You'll also get the option to subscribe to our Tips & Special Offers Newsletter

6) That's it! You'll get an email confirming your order and your delivery will be with you soon. 

 

Thanks for shopping with us and we hope you come back soon!

 

 

 

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