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.


ONLINE SHOP

SHIPPING

POSTAGE RATES
We aim to offer every customer the most reliable, flexible and cost-effective postage options through our preferred shipping partner, Australia Post. Postage rates will vary depending on item location, where you're located and the size and weight of your order. If you order multiple items from the same location, we'll 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 on donated items. 

DELIVERY
Most items are dispatched within 1 working day of receiving payment via Australia Post. Parcel tracking is available online. If you're not available at the time of delivery, the courier will leave it at the front door, in your letterbox or it will be available for collection at your local Australia Post outlet. Delivery times vary depending on your location. *Australia Post cannot currently guarantee these delivery times due to COVID-19

IN-STORE COLLECTION
In light of the current pandemic, we are taking steps to ensure the safety of our customers and staff. As such, In Store Pick Up is temporarily unavailable. 

COMBINED POSTAGE
Postage is combined for items coming from the same location automatically. 

LATE DELIVERY OR MISSING PARCELS
If your item has not arrived after 7 days, please contact our Customer Service team and we will investigate the whereabouts of your parcel. 

 

RETURNS

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 send you all the details in your Order Delivery Confirmation email.

If your item hasn't arrived, is significantly different to what was described in the listing or is broken or faulty, you can request a refund up to 30 days from the actual or estimated delivery date. A full refund will be issued for the cost of the item plus postage.

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. For change of mind, you (the buyer) are responsible for return postage costs.

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

Returns can be processed by contacting our 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 PROBLEMS DURING RETURNS
We will not be liable for any problems encountered with customs when you are returning goods 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. We’ll send you an email when your order is ready to be picked up. 

Which items can I order with Click & Collect?

Items available for Click & Collect have a Click & Collect icon in the listing. Under the Fulfillment section 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. Due to COVID-19 restrictions, Click & Collect is currently unavailable in Melbourne Metropolitan and Mitchell Shire 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 Fulfillment, choose Click & Collect for items that you would like to collect in-store

    Our Click & Collect service is only available from the store where the item is listed.

  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 need 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 48 hours 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.

Ways
to donate

Arrange a Collection

Online collection form