Help & support

Frequently Asked Questions

How can we help you?

The important things

Q: How do I create an account?

A: If you are a Monash student or staff member you can find the Shop with my Monash account button on the home page, and log in with your Monash Okta SSO. If you don’t have a Monash account, you can create a new general customer account by clicking the Create a new account button on the homepage or go to the login from the top right corner of the website to create an account.

Q: How long does delivery take?

A: Delivery depends on the product you order. Please contact the product owner on the "More Information" tab from the product page you ordered for specific delivery times.

Q: Where is my order?

A: You can check the status of your order on your customer account Dashboard. If you have checked out as a guest, please contact us and provide your order number or invoice number.

Q: I have received an error when trying to pay with my credit card.

A: We are sorry to hear that! Please check your card type first, we currently only accept VISA and MasterCard, you will receive “An error occurred on the server. Please try to place the order again” on your checkout if you are using any other credit cards, eg, AMEX, JCB or UnionPay. Insufficient funds will also result in a payment error. Please try another payment method or contact us for further support.

Q: The link I have been provided takes me to a 404 Not Found error page

A: The link might have been deactivated or the product has since been updated. Please contact the supplier of the link to find out more.

Q: What is the returns policy?

A: You can find out about our returns policy in our Terms of Use and Sale

Q: How do I contact you?

A: You can contact us via our contact us form

Orders

Q: What does my order status mean?

A: Pending - We have your order and we are processing it! 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, Google Pay or AliPay.

Q: How do I get my tax invoice?

A: The email address you provided at your checkout will receive an order confirmation with an attached PDF tax invoice. If you have checked out with a customer account, you can also log in and go to the My Orders page to get a copy. If you checked out as a guest let us know and we will sort out a replacement.

Q: I haven't received my order confirmation email!

A: Please make sure you have provided the correct email address at your checkout. If you have checked out with a registered customer account, please check your spam. If it's not there, please contact us with your proof of payment to confirm your order.

Q: How do I change my order or address after purchasing?

A: We won’t be able to change your order, and the billing or shipping address once your order is successfully processed and the tax invoice is generated. However, with the product owner’s approval, we might be able to cancel and refund your order, so you can reorder with your correct details. Please contact us to confirm if your order has been processed or shipped.

Q: Who do I contact if I have a problem with items received?

A: You can contact us via our contact us form.

Delivery

Q: Where is my order / How do I track my order?

A: Please contact the product owner directly for confirmation of shipping or collection. Just go to the product page you ordered from and click the "More Information" tab. You'll find their contact details here.

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 at Checkout

Q: How will I be notified when my order is ready to pick up?

A: You will be sent an email when your order is ready for collection.

Q: How much does delivery cost?

A: Delivery costs vary by product and are displayed and calculated at checkout. If no charge is calculated, check the product details to see if delivery is free or could be a pickup only item.

Q: I haven’t received my order, how long does delivery take?

A: Delivery depends on the product you order. Please contact the product owner listed under "More Information" on the product page you ordered for specific delivery times and shipping details.

Q: Do you deliver overseas?

A: Yes, however some products incur additional costs for international delivery. These costs will be on the product page or calculated at checkout.

Q: I ordered an online course but I can’t find the course access details.

A: Access to online courses is arranged externally from your Shop.Monash account. The Course’s admin team will contact you directly.

Returns and Exchange

Q: How is the refund processed and how long does a refund take?

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. You'll receive a credit memo via email which will confirm the amount refunded. Depending on the card issuing bank, you should receive your refunds within 3-5 business days.

Q: How do I cancel my order / get a refund?

A: Please contact the product owner listed under the "More Information" tab on the product page or via the contact us form to request a refund and/or cancel your order.

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: How do I return my order?

A: You will need to post it or deliver it back to us. We will only refund your shipping costs if the item is faulty or defective.

Accounts

Q: How can I see my purchase history?

A: You can check your purchase history on your My Orders page if you have processed your order with a registered customer account.

Q: How do I change my account email address?

A: If you are a non-Monash account user, you can update your details on your My Account Information page.

Q: Why can't I log in 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: Are my details secure?

A:. 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 can update your address details under your account, but you will not be able to reset your password as they are linked to your authcate Monash username and password.

Q: How can I get my data?

A: You may at any time 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 timerequest 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 the Delete My Account button to send us a Data Erasure Request.


I consent to the  collection and processing of my personal data.