Help & support

Frequently Asked Questions

The important things

Q: How fast is delivery?
A: Faster than a Gazelle! Most items ship within 24 hours, and depending on where you live you should receive your item within 5 - 7 business days

Q: What is the returns policy?
A: You can find out about our returns policy in our Terms and Conditions

Q: Where is my order?
A: You can check the status of your order on your Account Dashboard.

Q: I'm having technical issues with the store?
A: Lousy bugs! Contact us via our contact us form if you are having technical difficulties.

Q: How do I create an account
A: If you are a Monash student or staff member you can login using your Monash login name and password. If you are not part of the University you can create an account.

Q: How do I make a purchase
A: Shopping online is easy! Just follow these simple steps:

  • Browse the categories at the top of the page or use the search function to search for a product or service. For more information on any product or service simply click on the image to take a closer look.

  • If you decide to purchase an item, add the item to your shopping cart by clicking the 'add to cart' button.

  • A list of all items within your cart will be displayed in the top right-hand corner of each page. You can view the contents of your cart at any time by clicking on the cart.

  • When you are ready to purchase your items, click the shopping cart in the top right-hand corner of the screen.

  • At the bottom of the shopping cart page, click the checkout button.

  • On the next screen, enter your billing and delivery details and choose your delivery method. Then select your method of payment, enter the details then click on ‘Next' to pay.

  • We will send you a confirmation email to confirm that we have received your order and another one when your order has been sent or is ready for pickup.

Q: What happens if I forget to use my discount code at checkout?
A: Please item contact, listed on the product page, they will request a full refund for you. You can then check out again using your discount code.

Q: How do I contact you?
A: You can contact us via our contact us form

Q: How do I unsubscribe from the newsletter?
A: Why would you want to do that? If you must, you can unsubscribe. We won't sell or misuse your personal details, so it's safe to resubscribe at any time.


Q: What does my order status mean?
A: Pending - We have your order and we are processing it! If your order has been pending for over a week, something might be wrong, so please get in touch.
Processing - We have picked up your order and we are getting it ready to be sent or collected.
Complete - Your order has been sent, or has been collected!

Q: How can I pay?
A: You can pay with Visa, Mastercard, or Paypal.

Q: Why didn't my credit card payment work?
A: Mmm not sure, best to contact your bank to find out!

Q: Why was my PayPal payment rejected?
A: Good question! Contact Paypal support to get to the bottom of this!

Q: How do I get my tax invoice?
A: It would have been emailed to you, did you check your junk folder? If it's not there log in and go to your My Orders page to get a copy. If you checked out as a guest let us know and we will sort out a replacement. If you need an invoice for an order before 1 May 2017, please contact us via our contact us form.

Q: Was my order processed?
A: Log in and you can check the status of your order in your My Orders page.

Q: I haven't received my order confirmation email!
A: Uh-oh. Have you checked your junk folder? If it's not there let us know.

Q: How do I change my order or address after purchasing?
A: You will need to contact us to change the shipping address of your order.

Q: How can I contact you?
A: The best way to get in touch is to complete our contact us form.

Q: Who do I contact if I have a problem with items received?
A: You can get in touch with us via our contact us form.


Q: Where is my order / How do I track my order?
A: You can check your order status in your My Orders page.Where applicable we will send you tracking information when we post your order.

Q: Can I order online and collect on Campus?
A: Some products have this option! If it's available you will be able to select it when you are making your purchase.

Q: How long does delivery take?
A: Depends on where you live. Most metropolitan deliveries should happen within 5 days from order confirmation.

Q: Why have I not received my order yet?
A: Hopefully your order is on the way, the quickest way to check is to keep an eye on your order status on your My Orders page. If you are concerned contact us and we'll look into it.

Q: How much does delivery cost?
A: In most cases delivery is free! But if there is a delivery fee, we'll let you know at checkout.

Q: Where is my order being sent from?
A: Most orders are sent from one of Monash's Australian campuses.

Q: What delivery options do you offer?
A: We offer standard Australian post delivery for all orders.

Q: How will I be notified when my order is ready to pick up?
A: We will send you an email when your order is ready for collection.

Q: Do you deliver overseas?
A: Yes we do! Because we have to send it such a long way our delivery prices may be a bit higher for overseas purchases

Returns and Exchange

Q: How long does a refund take?
A: Refunds usually take between 3-5 days to process. Once processed you'll receive a credit memo via email which will confirm the amount refunded to your account.

Q: How do I cancel my order / get a refund?
A: You can cancel your order or apply for a refund by contacting us via our online form.

Q: How long do I have to return my purchase?
A: You will have 30 days to return your order after you receive it.

Q: I used PayPal to make a purchase but require a refund.
A: No problems, you can apply for a refund by via our contact us form

Q: How will I be refunded?
A: We will refund you the same way you paid. So if you purchased with a credit card we will refund you on the same card.

Q: Do you have a Refunds & Return Policy?
A: Yes we do, you can read it here.

Q: How do I return my order?
A: You will need to deliver or post it or deliver it back to us. We will only refund your shipping costs if the item is faulty or defective.


Q: How can I see my purchase history?
A: You can check your purchase history in your My Orders page. If you need to see your history before 1 May 2017 please contact us via our online form

Q: How do I change my account email address?
A: If you are a non-Monash account holder, you can update your details in your My Account Information page.

Q: Why can't I login to my Account?
A: Check your login details and if these are correct, use the forgot password link to reset your password. You cannot reset a password through Shop.Monash if you are using your Monash email to log in.

Q: I'm logged in, what if I want to log out?
A: Simple, just go to My Account in the top menu and select Logout. When you next want to purchase something, you can login again.

Q: Are my details secure?
A: Safer than Alcatraz. Your personal information is always treated with the highest level of security. All data that you send to us after registration or login (e.g. contact information, profile information, passwords, payment information, including credit card details) is SSL-encrypted (Secure Socket Layer). This is the most trusted and secure of encryption technologies.

Q: How can I update my details or change my password?
A: If you aren't a Monash staff member or student, you can update your details and password on your Account Dashboard. Monash staff and students will need to change their Monash login to update their password.

Q: How can I get my data?
A: You may at any time make a request to view data relating to your account that is stored on Shop.Monash. Just go to your Account Dashboard and select Account information. You can then click on the Get My Data button to send us a Data Access Request.

Q: How do I delete my account?
A: You may at any time make a request to erase your account and the data that is stored on Shop.Monash.To request the deletion of your account, please go to your Account Dashboard and select Account information. Click on Delete My Account button to send us a Data Erasure Request.

When all else fails.. .please contact us

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