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Our Exchange & Refund Policy

VIC, TAS, SA, WA, NT

Salvos Stores offer all customers the ability to exchange their goods for an item of the same or greater value should you need to return an item to us.

Exchanges must be made at the store of purchase, within 7 days.

Customers must bring with them proof of purchase, along with the item with the original price tag attached.

Refunds are offered where your purchase is deemed to be faulty, the goods do not do what you would reasonably expect or the item does not match the description provided.

In the instance where you are entitled to a refund, you must bring the item back to the store of purchase with proof of purchase.

QLD, NSW, ACT

We are not required by law to provide a refund or replacement if you change your mind, make the wrong decision, misuse the goods or use the goods for other than what they were intended.

You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different from a sample show to you or do not do what they are supposed to do.

Please retain your receipt for refund, exchange or credit.

Shipping

Flat Rate Shipping

We aim to offer every customer the most reliable, flexible and cost-effective postage options through our preferred shipping partner, Australia Post. We offer shipping from each store to anywhere in Australia for a flat rate:

Parcel Post

Shipping Cost: $5.50 per store location, per order

Delivery Time:
Same state: 2–5 business days
Interstate (metro to metro): 3–6 business days.

Express Post

$7.50 per store location, per order
Delivery Time: 1-3 business days*
* Express Post is still the fastest way to get your order, but Australia Post can’t guarantee next-business-day delivery right now. Items may take longer than usual to arrive.

Current postage delivery times for your address are available at Australia Post.

If you order multiple items from the same store location, we'll automatically combine postage to ensure you get the best rate possible.

As a charity, we want to ensure that every cent from the sale of donated goods reaches those who need it most. For this reason, we do not offer free shipping.

Delivery

Most items are dispatched within 1 business day of receiving your order.

Parcel tracking is available via Australia Post.

If you're not available at the time of delivery, the courier will leave it in safe place at your delivery address or it will be available for collection at your local Australia Post outlet, depending on the option you select at checkout.

Late Delivery or Missing Parcels

If your item hasn’t arrived after 7 days, please contact our Customer Service team and we will investigate the whereabouts of your parcel.

Returns

Visit our Returns Portal

Our 30 Day Return Policy

Our number one priority is that you're happy with your purchase from us. That's why we offer a 30 day returns policy for peace of mind. Returns are easy using our self-service Returns portal. We'll also send you all the details in your Order Delivery Confirmation email.

Our number one priority is that you're happy with your purchase from us. That's why we offer a 30 day returns policy for peace of mind. Returns are easy using our self-service Returns portal. We'll also send you all the details in your Order Delivery Confirmation email.

If you've changed your mind, we accept returns within 30 days of receipt of the item for a refund, excluding the original postage cost, provided the item is not in a worse condition than when it was sold, through no fault of transit.

Returns after 30 days should only be sent with prior approval from the Customer Service team.

Partial Refunds

In some cases, we may agree that you keep the item and a partial refund will be offered. Please contact our Customer Service team if you feel that you are entitled to a partial refund.

Customs Delays

We are unable to accept responsibility for delays to delivery due to items being held by customs where it has not been caused by an incorrect customs declaration by us.

Customs Declaration

We are unable to alter customs labels to avoid tax or product restrictions in other countries. This includes labelling items for less than it was purchased, labelling it as a gift or listing the contents of the package as different from the actual item(s).

Customs Problems During Returns

We will not be liable for any problems encountered with customs when you are returning items to us. Please familiarise yourself with the customs declaration requirements of your country prior to returning an item. We will not accept responsibility for any customs charges that may be incurred with returning items to us.

Click & Collect

What is Click & Collect?

Click & Collect allows you to order from Salvos Stores online store and pick up your purchase free from the store where it is listed.

Which items can I order with Click & Collect?

Items available for Click & Collect have a Click & Collect icon in the listing. Under the shipping options at checkout, you will have the option to select “Click & Collect” for eligible items.

Can I choose which store to collect my items from?

Our Click & Collect service is only available from the store where the item has been listed. Items cannot be sent to other store locations for collection.

Which stores offer Click & Collect?

Currently Click & Collect is only available from selected stores.

Our Click & Collect service is only available from the store where the item has been listed. Items cannot be sent to other store locations for collection.

How do I place a Click & Collect order?

  1. Browse products on our online store and check Click & Collect availability
  2. Add items to your shopping cart and head to the checkout
  3. Under shipping options, choose Click & Collect for items that you would like to collect in-store
  4. We’ll send you an email confirming your order
    Once you’ve placed your order, you’ll receive a confirmation email that includes details of your order. You will then receive an email when your order is ready to collect.
  5. Collect your order
    Now all you have to do is collect your order! All Click & Collect orders can be collected from the front counter of the store.
    When collecting your order instore please make sure that you bring the following:
    · Your order number
    · Valid photo ID*

If you need to nominate someone to collect your order on your behalf, please get in touch beforehand.

Click & Collect orders will be kept for 30 days from the day you’ve placed your order. After 30 days your order will be cancelled and we will contact you to arrange a refund.

* Valid photo ID includes Drivers Licence, Passport, Blind Citizens Card, Proof of Age card or Police, Government or Armed Services identification card.

How soon will my order be ready to collect?

Our in-store teams check Click & Collect orders throughout the day. Most of the time, orders will be available for collection within a few hours. If you want to pick up an order sooner, on most occasions, our stores will be able to assist in getting your order expedited. Please contact the store directly if you require this.

What times can I pick up my order?

Orders can be collected within store opening hours. Please use our Store Locator to check the opening hours of each store.

Can I change or cancel my Click & Collect order?

You can modify your Click & Collect order at any time by contacting our Customer Service team.

Do you offer Contactless Click & Collect?

Selected stores offer a Contactless Click & Collect service. To use this service, simply park in the designated Contactless Click & Collect bay in the store car park and call the store phone number quoting your name and order number. The team will then bring the order to your car. Please open your boot so the team can place your order in there.

Is there a charge for Click & Collect?

Click & Collect is a free service.

How long do I have to collect my order?

As most of our shops have limited storage space, we request Click & Collect orders are collected within 10 days of ordering. If you need more time, please get in touch and we will try to accommodate your request. If we don’t hear from you and your order has not been collected after 10 days, your order will be cancelled and we’ll arrange a refund.

What do I need to bring with me when I collect my order?

Please bring the following items when collecting your order:

  • Your order number
  • Valid photo ID*

If you need to nominate someone to collect your order on your behalf, please get in touch beforehand.

* Valid photo ID includes Drivers Licence, Passport, Blind Citizens Card, Proof of Age card or Police, Government or Armed Services identification card.

Where should I go to pick up my order?

Orders can be collected from the front counter of the selected store.

Can someone else collect my order on my behalf?

If you need to nominate someone to collect your order on your behalf, please get in touch to let us know beforehand. They will still need to provide:

  • Your order number
  • Valid photo ID*

If you need to change your nominated person for collection, please contact our Online Customer Service Team on (03) 8791 4436 to arrange for this change to be made prior to collection.

I’ve collected my order but it’s not what I was after. Can I return my items if they are not suitable?

Our 30 day returns policy still applies to all Click & Collect orders. Returns can be made in-store. A refund will be processed within 1 business day of receiving your return.

What happens if I cannot get into store to pick up my order?

If you’re unable to collect your item within 30 days, please get in touch with our Customer Service team. We can assist with organising postage at an additional cost if that is more suitable.

Can I pay for my Click & Collect order in-store?

Orders must be paid for online prior to collecting your order. We cannot process payments for Click & Collect orders in-store.

Salvos Stores Gift Card Terms and Conditions

Gift Card Terms of Use

These Terms and Conditions of use apply to all Gift Cards issued by the Salvation Army (Victoria) Property Trust, (ARBN 143 615 169 – incorporated in Victoria) trading as Salvos Stores (ABN 64 472 238 844) in the States of Victoria, Tasmania, South Australia, Western Australia and Northern Territory only.

Your purchase, redemption or attempted redemption of a Gift Card constitutes your acceptance to be bound by these Terms and Conditions of use, including the Privacy and Data Breach Notification Policies referred to.

We recommend that you read this document carefully before using the Gift Card. If you have any complaints, questions or would like more information about your Gift Card, please call 13 72 58 (13 Salvos), read below or see in-store.

Expiry: All Salvos Stores Gift Cards expire 3 years after the date of issue, as indicated on the Gift Cards.

Giftcards cannot be redeemed online.

Definitions

"Salvos Stores", means and all references to "we" or "us" are a reference to – The Salvation Army (Victoria) Property Trust (ARBN 143 615 169 – incorporated in Victoria) trading as Salvos Stores (ABN 64 472 238 844) of 233 Blackburn Road, Mount Waverley, VIC 3149 and such of its related entities, including but not limited to, The Salvation Army (South Australia) Property Trust, The Salvation Army (Western Australia) Property Trust, The Salvation Army (Tasmania) Property Trust and The Salvation Army (Northern Territory) Property Trust as, from time to time, may issue Gift Cards in any Participating Salvos Stores.

"Participating Salvos Stores", means all Salvos Stores in Victoria, Tasmania, South Australia, Western Australia and Northern Territory but does not include Thrift Shops operated by the Salvation Army, nor does it include any Salvos Stores operating in any other State or Territory of Australia or elsewhere outside Australia.

"Gift Card", means the Gift Card you have purchased or received at any participating Salvos Stores.

"Gift Card denomination", means the value at which Salvos Stores Gift Cards can be purchased, ranging from $10.00 to $50.00 in $5.00 increments.

"Unspent Gift Card Value" means, at any time, the balance of the initial value loaded on to your Gift Card, which has not yet been spent and which you may still spend in accordance with these Terms and Conditions in participating Salvos Stores before the expiry date specified on the Card.

All references to “you” or “your” are references to the person who is in possession of the Gift Card for the purposes of these Terms and Conditions of use, or who authorises or allows another person to do something with or to the Gift Card on their behalf.

Gift Card Redemptions and Exclusions

Your Gift Card may be used by redeeming the value which has been loaded to the Card for purchases at all Participating Salvos Stores in Victoria, Tasmania, South Australia, Western Australia and the Northern Territory but cannot be used for the following excluded transactions:

Excluded Transactions:

(a) Gift Cards cannot be used to purchase on the eBay Salvos Stores;

(b) Gift Cards cannot be used to purchase Gift Cards or other tender;

(c) Gift Cards cannot be used to purchase goods from vending machines within Salvos Stores; and

(d) Gift Cards cannot be used in Salvation Army Thrift Shops or any Salvos Stores outside the States of Victoria, Tasmania, South Australia, Western Australia and Northern Territory.

(e) Gift Cards cannot be used to pay for services provided by any third party associated with Salvos Stores

How to load value onto your Gift Card

In store Gift Card purchases

Please ask our point of sale operator about the purchase of the Gift Card. Nominate the value you wish to be loaded onto the Gift Card, which must be one of the available Gift Card denominations. Pre-set denominations are used for Salvos Stores Gift Cards from $10 - $50, in $5 increments. The maximum amount that can be loaded onto any Gift Card is $50.

You will be required to provide your name and contact number in order to purchase a Gift Card with Salvos Stores. This information is subject to the Salvos Stores Privacy Statement and Policies referred to in the Terms and Conditions.

Corporate Gift Card purchases

Gift Cards for corporate customers or local community groups can be purchased in-store and are subject to the same terms of use and conditions as outlined in this document.

Pay for your Gift Card value with the choice of tender offered at the Salvos Store where you are purchasing the Card. The Gift Card may not be purchased using a Gift Card. The transaction will be completed when the Gift Card is activated and loaded with value.

General information relating to Gift Card purchases

There may be a delay with the Gift Card activating in the system after it has been loaded. During this delay, the Gift Card cannot be used for purchases or transaction enquiries.

Gift Cards can only be loaded with values and used for purchases when the register is connected to an active internet connection. In the event the store does not have an active internet connection, Gift Cards cannot be purchased or used to make purchases.

Unless expressly stated by us in writing in connection with special promotions, you will not be awarded any Salvos Stores Club Card points when you purchase a Gift Card.

Using your Gift Card

Making a purchase with your Gift Card

Present your Gift Card at the point of sale of any participating Salvos Stores with the merchandise you wish to purchase using that Gift Card. Our point of sale operator will ask you for your Gift Card and the value which you would like to apply towards your purchase. You do not need to redeem the full value of the Gift Card if the purchase is a greater value than that of the Gift Card.

The point of sale operator will then swipe your Gift Card for use as tender. Any remaining balance that needs to be paid will be done so at that time by any other legal tender accepted at that participating Salvos Store.

No change will be given for any Unspent Gift Card value. The Unspent Gift Card value may be used in whole or part against future purchases until the Gift Card expires.

You agree that we can reduce the Unspent Gift Card value by the value of all purchases of goods and services that are authorised by you. Transactions are authorised by you by:

(a) Providing the Gift Card to the point of sale operator to be used as tender; and

(b) Giving us details of the Gift Card and authorising the transaction in some other way approved by us.

When you authorise a transaction:

(a) You are confirming that the transaction correctly represents the purchase price of the goods or services obtained; and

(b) You are agreeing to pay the amount of that transaction by the reduction of the Unspent Gift Card value.

Purchases exceeding the Unspent Gift Card value

Your Gift Card may only be used to make purchases up to the Unspent Gift Card value at the time of purchase. If you wish to make a purchase for an amount which exceeds the Unspent Gift Card value, you must pay the excess using another payment method.

Problems with goods or services purchase with a Gift Card

If you have a problem with any goods or services that you purchased with a Gift Card you should contact the Salvos Store where the purchase was made.

Exchanging items purchased with a Gift Card

Goods that are purchased solely, or in part with a Gift Card may be exchanged or returned subject to Salvos Stores exchange and returns policy.

Our exchange and returns policy includes the right for us to issue a Gift Card to the value of the exchange rather than any other tender.

No cash advances

Gift Cards are not legal tender, account cards, credit or debit cards or securities. You cannot obtain any cash advance with your Gift Card, redeem your Gift Card for cash or receive any portion of the Unspent Gift Card value in cash.

Checking your Gift Card balance, expiry date and transaction history

Gift Card balances can be checked at any time by asking the point of sale operator in any participating Salvos store.

Can I exchange my Gift Card?

You cannot exchange your Gift Card for a different denomination or type of Gift Card or for another tender or cash or discount.

Can I purchase a Gift Card using a Gift Card?

Gift Cards cannot be used to purchase another Gift Card.

Can I purchase a Gift Card using Club Card points?

You cannot use Club Card points towards the total or partial payment for a Gift Card.

Destruction of a Gift Card with no value

All Gift Cards remain the property of Salvos Stores. If the Unspent Gift Card value is zero your Gift Card cannot be reloaded. Our point of sale operator may destroy your expended Gift Card or you must destroy it yourself by cutting diagonally through the magnetic strip and barcode.

Expiry, cancellation and re-issue of Gift Cards

Expiry of Gift Cards

You Gift Card will be valid for 3 years from the date of issue. After such time it will be invalid. You should use all the Unspent Gift Card value before the expiry date as after the expiry date unused value will become the property of Salvos Stores.

Cancellation of Gift Cards

Gift Cards cannot be cancelled except in accordance with these Terms and Conditions and shall become void when their value has been fully used or the card has expired. We reserve the right to cancel any Gift Card that appears to have been defaced, mutilated, altered or tampered with in any way and Salvos Stores may subject Gift Cards to a verification process.

We reserve the right to cancel any Gift Card, or the Gift Card program, for any reason at any time without notice. In such instances, except where it has been deemed the Gift Card has been tampered with, we will elect to provide a refund or replacement Gift Card.

We reserve the right to correct the balance of your Gift Card if we believe that a clerical or accounting error has occurred.

Re-issue of faulty or damaged Gift Cards

A re-issue of faulty or damaged Gift Cards is not available unless the fault or damage to the Gift Card is proven to be a result of the production process or otherwise due to our fault.

Lost or stolen Gift Cards

Lost or stolen Gift Cards will not be replaced or refunded. The bearer of the Gift Card will be taken to be the owner of the Gift Card and is responsible for its safe keeping. You are liable for all transactions on your Gift Card, except to the extent to which there has been fraud or negligence by us. We recommend that you take the same security precautions with your Gift Card as you would with cash.

Changes to terms and conditions of use

We reserve the right to change any of the terms contained in these terms and conditions of use at any time where the change is required for any reason and agree to provide you with at least 30 days’ notice of such changes by posting the changes on www.salvosstores.com.au/giftcards. If you write to Salvos Stores within notice period and do not accept the changes we may cancel your Gift Card and refund any Unspent Gift Card value to you.

Errors and complaints

If you have reason to believe that an error has occurred in relation to your Gift Card, you should call 13 72 58.

Limitations of liability

You have certain rights under the Australian consumer legislation which cannot be excluded and are not affected by these terms and conditions. Except for those statutory rights and any other statutory rights which may not be excluded by Contract, any conditions implied by any other laws are excluded from these terms and conditions of use. To the maximum extent permitted by law, we will not be liable to you for any loss or damage (whether direct, indirect or consequential) howsoever caused, nor will we be in default under these terms and conditions of use, for failure to observe or perform any of our obligations under these terms of use for any reason or cause except if caused by our gross negligence. To the extent permitted by law, if we are liable to you, our maximum aggregate liability to you is limited to the Unspent Gift Card value on your Gift Card.

Applicable Law

These terms and conditions of use are to be construed and enforced in accordance with the laws of the State of Australia in which the Gift Card was purchased and any dispute concerning the Gift Card is subject to the jurisdiction of the Courts of that State.

Salvos Stores Privacy Statement

Salvos Stores is part of The Salvation Army, a not-for-profit organisation, which is committed to upholding the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). Our Privacy Officer is responsible for ensuring that our privacy policies are adhered to and our detailed Privacy Policy can be accessed online at http://www.salvationarmy.org.au/privacy/, by contacting our National Privacy Officer on 1800 961 088 from 9.00am to 4.30pm Monday to Friday or by email at privacy@aus.salvationarmy.org

Our Privacy Policy includes information about how you may access and update the personal information we hold about you and details of how you can complain about a breach of the Australian Privacy Principles and how we will deal with your complaint. You have the option of not identifying yourself or using a pseudonym when dealing with us in relation to a particular matter, unless we believe it is impractical to do so in the circumstances. If you wish to deal with us in this manner, you must tell us in writing so that we can consider if your request is practicable.