Website Outage: We Are Sorry

Last night, our website crashed within minutes of starting our 5th birthday promotion. We’re so grateful for your support. Thousands of you tried to shop and couldn’t, we’re truly sorry.

The technical issues we faced impacted crucial website functions such as product display, order processing, inventory, and more.

Because of this, right now we are personally working through validating every order that was able to be processed. Customers who were able to place an order can expect to hear from us within 48 hours with more information. Thank you to those of you who have already contacted us to let us know about the issues you had. Please bear with us as we work to rectify these.

We know that many of you were eager to purchase during our 5th birthday promotion. We are working hard to stabilise our website, so that we can provide another offer for everyone who missed out yesterday. Once the details of this new offer are confirmed, we will provide an update on our website, as well as our Facebook and Instagram pages.

With our deepest apologies,

The Salvos Stores Online Team

FAQs

What happened:

• The 50% off birthday sale launched at 5pm AEST on Monday 5 May.

• Due to extremely high customer traffic, the website crashed shortly after going live.

• We are taking full accountability and working on a resolution to ensure all customers have the opportunity to make the most of our offers.

Why didn’t the discount code work?

We experienced a technical issue with the website due to a high volume of traffic. Our team is working on an alternative offer that will be just as valuable, and customers will receive plenty of notice once it’s live.

Will I still get my order?

At this stage, orders placed after 5pm AEST on Monday 5 May that received a confirmation email will receive their order as usual. If you did not get charged or receive a confirmation email, your order will not be processed.

Will the 50% off sale be extended?

We’re working on an alternative offer for our customers that provides the same value. More details will be shared as soon as available.

I made an order but didn’t get a confirmation email or get charged for it, will I still be charged?

If you did not get charged or receive a confirmation email, your order was not processed and you will not be charged. We apologise for any inconvenience.

I was charged full price during the sale. Can I get a refund for half the value?

We’re contacting all customers who were put through an order without the discount code. If you made an order between 5-11:59pm on Monday 5 May at full-price, we will contact you in the next 48 hours to provide you with a 50% refund (excluding postage costs).

I received an order processing reference number but did not receive a confirmation email or get charged.

If you did not get charged or receive a confirmation email, your order was not processed and you will not be charged. We apologise for any inconvenience.