FAQs

How do I contact the AkzoNobel Merchandise Store?

Customer Support is available by using the Contact Us form or emailing us at [email protected].  Our Customer Support team is available Monday to Friday to assist you (9am to 5pm Australian EST).

 

What currency are products displayed in?

All prices are in Australian dollars and are shown including Goods and Services Tax at 10%. All totals will be billed in Australian dollars.

 

What do I do if my order is incomplete?

Please contact our Customer Support team by using the Contact Us form or emailing us at [email protected].  Our Customer Support team is available Monday to Friday to assist you (9am to 5pm Australian EST).

 

How can I change my delivery address after I have placed my order?

Please contact us urgently, including your order number so we can update our system prior to our warehouse dispatching your order.

 

Is purchasing online safe?

We offer you a safe and secure shopping experience. You will notice a padlock icon on the base of your browser when you enter our website. This indicates that all information entered in the session is secure. If you are paying by credit card, once your details are entered, your payment will be processed online. When you click "Pay For Order", we send the transaction to the bank. Unlike giving credit card details over the phone, our online system automatically encrypts all your details using the SSL encryption standard.

 

How will my order be shipped?

Orders are shipped from our warehouse in Melbourne, Victoria by Australia Post & Toll Priority.

 

Postage

Flat rate shipping of $15 applies to all deliveries within Australia and $40 for all deliveries to New Zealand. Please note that the rates are subject to change based on the current market conditions.

 

How soon will my order be shipped?

A range of items available are in stock and ready for dispatch within 24-48 hours.  In the event that we experience any delivery delays outside of our specified delivery timeframes, we will notify you of this and dispatch part shipment of your order where possible.

 

The item I want is out of stock. What now?

When an item is out of stock a Notify Me button will appear on the product page. Click this button and enter your name and email address to receive an email notification once the item is back in stock.

 

My payment has not been processed. How can I complete my order?

In some cases, payment may not be received after you have entered your details. An example may be an expiry date incorrectly supplied or insufficient funds. Our shopping cart will allow you to re-try making a payment however if you require assistance to finalise your order, please contact our Customer Support team.  Customer Support is available by using the Contact Us form or emailing us at [email protected].   Our Customer Support team are available Monday to Friday to assist you (9am to 5pm Australian EST).

 

Do I need to register?

All new users will need to first enter their email address and create a password in order to proceed to check out. If you are not already logged in, you will be prompted to do this before being redirected to the checkout page.

 

How do I create a new account?

Your account will be created with the details you enter when you register (email address and password) as well as the details you enter at checkout including full name and billing address.

 

What if I forget my password?

Please contact our Customer Support team by using the Contact Us form or emailing us at [email protected].   Our Customer Support team is available Monday to Friday to assist you (9am to 5pm Australian EST).

 

How do I place an order?

Browse the website and select products you wish to purchase by entering the desired quantitiy and clicking the Add to Cart button. Once you’ve finished shopping clcking Checkout Now will take you to a login page, followed by a secure checkout page with a summary of your order, list of payment methods and the option to use any existing credit or coupon code. Your billing address details will be automatically filled in using your details on file – please check to make sure these are current and correct. Click Confirm and Process to submit your order.

 

How will I receive order confirmation?

A confirmation email including a copy of your order will be sent to your email address.

 

What if I have a problem while placing an order?

Please contact our Customer Support team by using the Contact Us form or emailing us at [email protected]. Our Customer Support team is available Monday to Friday to assist you (9am to 5pm Australian EST).

 

Do you have a size guide?

Please refer to individual products for size guides as measurements vary between styles and brands.

 

Can items be customised and how much it will cost?

Customisable items are clearly marked on the website next to the item’s description. Customisation is subject to additional fees and allowable reproduction techniques. All customised items are subject of review and approval from AkzoNobel.

 

How can I provide feedback on a certain item?

Please share your feedback through the Suggestion Box link found at the bottom of each page.

 

Will my info be sold to third parties?

Please read our Privacy Poliicy (link) on how your Personal Information (“PI”) is collected, used and disclosed. Your information will never be sold to a third party in however may be provided to third parties for the purposes of relevant marketing and promotions, debt collection and anyone authorised by you to receive this informaiton.

 

How do I update my details on my account?

Click the My Account link at the top of the page to go through to your Account Summary. Here you can update information including your password, contact details and billing and shipping addresses.

 

Can I view a list of my past orders online?

Previous orders can be viewed through the My Orders link on your Account Summary page.

 

How do I redeem a coupon code?

On the Secure Checkout page you will see a field titled Apply Coupon / Promo Code. Enter your coupon code and click Apply Coupon Code. Your order summary will update and you will see the discount applied to your total.

 

How do I redeem my credit?

If credit is available, you will be offered the option to use this credit during checkout. At the Payment Details section at checkout, enter the amount of credit you wish to use and click Apply.

 

Does my coupon code expire?

In most cases coupon codes will have an expiry date – this will be communicated to you when you receive the code.

 

How can I check my credit balance?

Your available credit balance can be found at the top of your Account Summary page.

 

What if my purchase is greater than my credit?

If your purchase amount is greater than your available credit, you will be shown your outstanding total (after credit has been used) and asked to choose a secondary payment method – either Visa, Mastercard or PayPal – to cover the remaining amount.

 

What is PayPal?

PayPal is a fast, safe way to pay for online purchases without sending your financial details to sellers you may not know. Payment is processed from your nominated credit card, debit card or bank account. Financial information is securely encrypted so that you can pay online with confidence.

 

When will my payment be deducted from my PayPal account?

Funds may take anywhere up to 5 business days to be deducted from the primary payment method nominated in your PayPal account.

 

What if I am having problem with my PayPal account?

Please visit the PayPal Customer Service page for a list of help topics and answers to common questions. PayPal can also be contacted directly through the Message Centre and Call Customer Service links on their page.