FREQUENTLY ASKED QUESTIONS

Click & Collect

How will I receive my online order?

When you shop online with Myer we offer a number of delivery and collection options including Free Click & Collect, Standard and Express Delivery and a special delivery service for Big & Bulky items.


Depending on the availability and location of products, different options will be available for you to choose from before you make your purchase.


FREE CLICK AND COLLECT


How does Click & Collect work?


Simply shop online and if Click & Collect is available for your order you'll be able to choose the most convenient Myer location for collection in the checkout.


Once you've made your order, we'll prepare it for you and let you know as soon as it's ready to collect in-store.


And best of all…. It's free!



How long does a click and collect order take?

In most cases, if you order before midday, it will be ready for collection on the same day. If you make your order in the afternoon, it will be ready the next day.


If any item in your order has to be transferred from another location to your preferred collection store, we'll transfer it for free, but it will take a little longer.


If your order contains multiple items some items may be available for collection earlier than others. If that happens, you'll receive separate emails when items are ready for collection if you would like to get them earlier or you can simply collect the full order at the same time.


How will I know when my order is ready to collect?

When your order is ready for collection, we'll send you an email to let you know it's time to head into your selected store and where you'll need to go to collect it.


What do I need to bring to collect my order?


Bring a copy of your 'Ready for collection' email (either printed out or on your phone) and some photo ID.


Can I nominate someone else to collect my order?


You can nominate someone else to collect your order before you checkout. You will need to provide their name and email address and we'll send them a copy of the collection email. They'll need to bring it and a copy of their ID when they come in.


What happens if I don't collect my order?

Click & Collect orders will be kept for 21 days from the day your order is placed. After 21 days your order will be returned and a refund processed within 3-5 business days.

Delivery

What are the available delivery options and prices?

Delivery Cost Description
Standard Delivery $9.95 flat fee.  Free for orders $99 and over Standard delivery will take 3 – 7 business days to arrive for customers in Metro areas. Allow 7 - 10 business days for regional areas including WA, QLD and NT. Please be aware that during very busy periods Standard Delivery timeframes may be affected by delays of a few days and can take up to 5-9 business days.
Express Delivery $12.95 flat fee If Express Delivery is available for your order – we'll let you know on the checkout page. Express delivery will take 1-3 business days to arrive for customers in Metro areas and 2-4 business days for customers in WA, NT and regional areas across the country.

Big & Bulky delivery

We offer a 'Big & Bulky' delivery service for items too big or heavy to be delivered by standard post. We'll let you know on the product page if the item requires this special service which is a set $75 fee. Generally, these items will be delivered within 7 – 14 business days. If it's an item that is being custom-made for you (like a mattress) – it will probably take longer and we'll let you know on the product.

What if I’m not home when my delivery comes?


If no-one is home when your delivery arrives, your driver will leave it in a safe place. If there is no safe place to leave the delivery, your driver will contact you via email, SMS or, if it's AusPost, the AusPost app with collection instructions. For AusPost deliveries, if your parcel has not successfully synced with your MyPost account, your delivery driver will leave a collection card.


This means less time spent running to your local post office and more time enjoying your new purchases!


*Please note, the driver will only leave the parcel if there is safe place to do so.


Can I use an Australia Post Parcel Locker?


Yes. You can choose to have your Myer order sent to a Parcel Locker.


What is a Parcel Locker?


A Parcel Locker is a secure storage space where you have 48 hours to collect your parcel. Choose from more than 400 collection locations across Australia.



How do I use Parcel Locker?


1. Sign up to Create a MyPost account


2. Shop Online and find a Parcel Locker by selecting 'Find a collection location' as your delivery option and then searching for the most convenient locker.


3. Collect Your Parcel -  Australia Post will send you an SMS and email when your parcel arrives. Collect your parcel within 48 hours using the access code in your SMS or email to open the locker.


Where is my closest Parcel Locker address?


Enter your address or postcode, or use the location icon at the online checkout to find a collection location closest to your home, work or somewhere else that's convenient for you. While some Parcel Lockers have 24/7 access, some do not, and you need to check whether the Parcel Locker which you wish to use suits your requirements.


How do I collect my parcel?


You'll get an email when your parcel arrives, and SMS if requested. If you have the Australia Post app, you will also receive an alert to your mobile. Go to the Parcel Locker bay where your delivery is waiting and follow the instructions on the locker screen to collect your parcel.


What happens if I don't collet my Parcel from the Parcel Locker?


If your parcel isn't collected within 48 hours, it will be transferred to the nearest Australia Post facility offering parcel collection during business hours. Australia Post will contact you with the details of any transfer and you'll have 10 business days to pick up your parcel.

Can I cancel or make changes to my order?

Once you’ve placed your order, your items will be on their way to dispatch. This means cancellations aren’t possible.


However, once you’ve received your order, you can take advantage of our returns policy. You can read all about it here.

Track my order

How can I track my order?


Delivery Order Updates

When your order is ready for delivery you will receive an email from us with tracking details. You will also receive updates from our delivery partner throughout the delivery journey. If your order contains multiple items it may be sent from different locations in multiple parcels. If that happens, you’ll receive an email for each parcel when it’s ready for delivery.


Track My Order

View the current status of your order with Myer Track My Order by using your Myer order number and contact details. Your order number can be found in your order confirmation email. Or if you have a Myer account you can view the current status of your order by logging in and viewing My Orders.



Why did I only receive part of my order?

Sometimes the items you’ve ordered are heading to you from different locations around Australia.

To get your order to you as quickly as possible, we may send them separately. If this happens to your order we’ll email you to let you know and you’ll be able to track each package separately with Myer Track My Order.

Returns & Exchanges

RETURNS & EXCHANGES


If I have changed my mind about an item – can I return it?


Generally, yes!


We want you to shop with confidence, so we will offer a refund or exchange on most items within 30 days of purchase (or until 31 January for purchases made in November or December the previous year).



How do I return an item I bought online?


You can take the item back to any Myer store along with proof of purchase (provided it is not classified as a Big & Bulky item) or lodge a return online through Australia Post or ParcelPoint.



Are any items excluded from the returns policy?


For change of mind returns some items including those marked as clearance or reduced to clear are excluded. A full list of exclusions can be found in the Returns Policy


If you need to make a return because the item is faulty or damaged though, you are entitled to Consumer Guarantees which are not impacted by this policy.


How will I be refunded?


Wherever possible we will provide any refund you are eligible for back to the original method of payment.


If we are not able to do this, we will provide you with a Myer Returns Card to the value of your refund. The card will be valid for 3 years and can be used online or in-store for a future Myer purchase.

Afterpay

What is Afterpay?


Afterpay is a payment service that allows you to enjoy what you want now, and pay for it in four equal payments later. The best part is, the payments are interest free.


How do I use Afterpay?


Shop online or in-store as normal. At checkout, choose Afterpay as your payment method.


You’ll then be directed to the Afterpay website. Don’t worry, you won’t lose the items in your bag.

If it’s your first time using Afterpay, you’ll need to register. Then you’ll complete your purchase and receive a confirmation email from both us and Afterpay.


There are some items that aren’t eligible for Afterpay and the value of your bag must be between $100 and $2,000.



How does the payment schedule work?


If you’re a new Afterpay customer, you’ll be required to make your first payment at the time of purchase. The remaining three payments will be deducted automatically each fortnight from your nominated card, unless you make voluntary payments.


If you’ve used Afterpay before, your first payment will be deducted two weeks after your purchase for orders under $500 (or at the time of purchase if your order’s over $500).


You can view your payment schedule by logging into your Afterpay account. Once logged in, you can also make voluntary payments to pay off your order before the due date.



What if I can’t pay an instalment?

If you fail to make a payment, you’ll be charged a $10 late payment fee by Afterpay. A further $7 late payment fee will be added seven days later if it’s still unpaid.

You can read the Afterpay terms and conditions now for more details.



Which cards does Afterpay accept?

Afterpay currently only accepts Australian Mastercard and Visa credit and debit cards. Australia.



When will my goods be delivered if I use Afterpay?

Afterpay orders are delivered as per our standard delivery timeframes.



Is there a limit to how much I can spend on a single transaction?

Yes, transactions made through Afterpay must be between $100 and $2,000.



Which products are not eligible for Afterpay?

You cannot use Afterpay to purchase alcohol, block knives/knives, Perishable items, gift cards, charity donations and non-merchandise services (including delivery, gift wrapping). If you’re purchasing these items at the same time as products that are eligible, you’ll need to separate them into two different transactions.



How do I return or exchange an item purchased with Afterpay?

If you’ve changed your mind, you can return your Afterpay purchase in-store or via post for a refund. Read all about our returns options here.

Once we’ve received and accepted your return, we’ll notify Afterpay to cancel all future payments.

If you have already made one or more payments, the instalments paid will be refunded to the card you used to place the order.

If you’ve posted your item back to us, we’ll send you an email updating you on the progress of your refund.

You’ll also hear from Afterpay to let you know your future payments have been cancelled.



Where can I find out more about Afterpay?

If you’d like to know more about Afterpay, you can visit the Afterpay website here for answers to some frequently asked questions.


For queries regarding your account, contact Afterpay directly at info@afterpay.com.au or call 1300 100 279.

Damaged, faulty or incorrect orders

What do I do if I’ve received an item with the security tag still attached?


If you receive an item in your order with the security tag attached, you can

bring it into your nearest Myer store to have it removed. If you can’t make it

instore, you can speak with a member of our Customer Experience team on

13MYER (13 69 37) and they’ll help you out.


What do I do if an item in my order is damaged or faulty?


If you receive any damaged or faulty stock, you can return it to your nearest

Myer store or lodge a return online through Australia Post or ParcelPoint. Just

ensure you still have the receipt or proof-of-purchase email. For full returns

info, see our Returns & Exchanges page.

Two-Step Verification

What is Two-Step Verification?


Two-Step Verification (also known as multi-factor authentication) is an additional security layer in our login process to protect your account from unauthorised access.


When you log-in to your account, a unique code may be sent to your registered mobile or email as part of the verification process. From here, you will need to enter this unique code when prompted.


Why do I need to verify my account?


We’ve set up Two-Step Verification to better protect our customers’ account security. By requesting a unique one-time code in some login cases, we can ensure there’s an additional level of security on your account, keeping anyone out who shouldn’t have access.


I can’t log-in to my account to update my details because it says I need a code


If you have not received a code and are unable to access your account to update your details, please call us on 13 69 37.


What if I don’t want to add my mobile number to my account?


If you’d rather not give us your mobile number, you can receive a one-time passcode via your email. We do, however, recommend you have a backup method in case you’re unable to access your email.


Can Two-Step Verification be disabled?


Two-Step Verification is there for your account security and cannot be disabled.


What should I do if I haven't added my mobile number or email to my account?


If you haven’t provided a mobile number or email address for your account, you’ll need to contact the Customer Service team on 13 69 37 (Mon-Fri 9am - 6pm, Sat - Sun 10am - 5pm, AEST/AEDT). For security reasons, it isn’t possible to add this information to your profile yourself.


I don’t have a mobile number or have recently changed it, can I still sign-in to my account?


If you cannot access a code via SMS, select 'Choose a different method'. You will then be taken to another screen where you can select email as an alternative verification method. Once you’re in, you can head to your Account Details section and update your mobile number.


If I can’t receive a code, can I still purchase my items?


Absolutely! You can check out as a guest.


Can I disable Two-Step Verification?


Two-Step Verification is not an opt-out service and is there to protect your Myer account. If you’d rather not verify with your mobile or email, you can check out as a guest without logging in.


Do I need to enable Two-Step Verification or is it automatic?


Two-Step Verification will be automatically enabled on both your Myer online and MYER one accounts. Please ensure your account details, including your mobile number and email, are up to date at all times.


How long is the one-time code valid for?


The six-digit code sent to your mobile or email will be valid for five minutes. If you miss the cut-off, just request a new one by selecting Resend Code.


What happens if I enter the code incorrectly?


If you enter the verification code incorrectly ten times, you will need to wait five minutes for another code or verify another way (i.e.: via your email or mobile, depending on your initial method).


I can’t find my verification code on my mobile or my email


If a code doesn’t appear in your message or email inbox, try checking your spam or junk folders. If you still can’t locate the code, try selecting Resend Code to request a new one. If a code still isn’t appearing, give us a call on 13 69 37 and we’ll fix it up for you.


What do I need to do if I change to a new device?


If you have Two-Step Verification using SMS and you have the same mobile phone number, you don’t need to do anything. It will automatically work on your new device.


If I lose my phone or it’s stolen, will anyone who finds it be able to access my account via Two-Step verification?


To log-in to your account, you must provide your registered email and password - Two-Step Verification alone is not enough to gain access. So, as long as you haven't shared your email or password with anyone, your account cannot be accessed by anyone in possession of your phone.


If someone has access to my phone and can receive my one-time code, are they able to access my Myer account?


Someone can only have access to your Myer online account if they have your login and password details, Two-Step Verification alone does not provide access. You will only be prompted for a one-time verification code once you've entered your registered email and password.


To keep your account secure, always create a strong password only you know and do not forward your one-time codes to anyone.


Do I need to enter a code every time I log in?


You won’t be prompted to enter a code every time you log in. Two-Step Verification may only occur if/when your login activity changes, for example: you’re logging-in from a new device or location.

AMEX Membership Rewards

Are all American Express® cards eligible to use for points and pay at Myer?


You can use your American Express rewards at checkout if:

  • You are the primary card holder
  • There are no outstanding arrears on your account
  • You hold an Australian-issued card that is enrolled in the Membership Rewards program
  • You have banked a minimum of 1,000 Membership Rewards points

You are not eligible if:

  • You are an Additional or Employee Card Member
  • You are enrolled in the Qantas, Velocity Direct or Business Ascent programs
  • You hold an American Express Membership Rewards enrolled David Jones store card
  • You are a Business Card member with spend locked to one supplier

For full Membership Rewards program Terms and Conditions please click here.


How can I use my points for credit when checking out at Myer?

When checking out on our website, select the ‘AMEX Membership Rewards’ payment option and follow the prompts. The full purchase amount will be charged to your AMEX account, then you will receive a statement credit from AMEX within 2-4 business days for any points used.

How many points can I use to pay for my purchase?  

You can use up to the total purchase amount, provided you have a minimum of 1,000 points banked in your Membership Rewards account.

When will I receive the statement credit on my AMEX card account?  

Statement credits typically appear in your account within 72 hours. In the event your credit-receival window coincides with your card statement due date, the credit may not appear until your next statement period, in which case your account will appear with a positive credit balance that can be offset against future card purchases.

I selected to use my AMEX Rewards points, but my card was still charged the full amount, why is this?

When you select to use your AMEX Rewards points at checkout, the full purchase amount will still be charged to your AMEX account. AMEX will then credit you with any points used within 2-4 business days. All payments due must still be paid as usual to ensure there is a full, up-to-date transaction record should you wish to return an item or dispute a transaction.

If I choose not to use my AMEX Rewards points at checkout, will I still earn points on my purchase?  

Yes, you will earn points for the total dollar amount of each purchase regardless of whether you select to use your AMEX Rewards points at checkout.

I used my points for a statement credit, but my purchase wasn’t authorised, will I get my points back?  

Yes, if you selected to use your points but the transaction didn’t go through with us, your statement credit will be reversed, and your points will be added back into your account.

I selected to redeem my points at checkout, but it didn’t work, why is this?

If you are unable to redeem your points, it may be that you don’t hold an eligible AMEX card that is enrolled in the Membership Rewards program or that your current account is in arrears. For clarity and assistance, we recommend you contact your AMEX provider on the number on the back of your AMEX card.

Do I still need to make a bill payment this month?  

Yes, the statement credit awarded to your account using the ‘Use Points for Credit with SafeKey’ does not constitute a payment.

Will I receive my points back if I get a refund?  

With any refund you receive from us, your rewards points will be credited to your AMEX account however, your points account will not be reimbursed.


Is there a charge for using points for credit?  

This is a free-of-charge service to help our AMEX customers get the most out of their AMEX Membership Rewards.


American Express Australia Ltd (ABN 92 108 952 085) of 12 Shelley St, Sydney, NSW 2000.

LAYBY

What is layby?


Layby is a payment service that allows you to reserve the items you want now and pay them off in interest-free instalments over a 60-day period.



How do I use layby?


You can set up your layby at your nearest Myer store. Simply take the item you wish to layby up to the checkout and our friendly customer service staff will be happy to set you up. There is a minimum purchase price of $50, a minimum deposit of 20% required and a small $12 service fee to get started.


How does the payment schedule work?

You can tailor your payment schedule to suit you within the allocated 60-day period. To make a payment, simply head in store and cite your details at checkout.


Which purchases are not eligible for Layby?

Purchases ineligible for layby include:

-Food for Gifts

-Furniture

-Whitegoods, Home Entertainment and Small Electrical

-Home Office, Computers, Computer Software and Gaming which includes consoles, software and accessories

-Personal Care Electrical

-Gift Registry items

-Gift Cards

-Clearance merchandise

-Selected Designer Apparel Brands


Online and in store we accept buy-now-and-pay-later services such as Afterpay and CommBank StepPay.

humm

Does Myer still use humm?

You will be able to use humm at Myer (both in-store and online) until 3:00pm (AEST) 25 September 2023.

What happens to my existing contract?

If you already have a contract in place with humm following the 25 September, it will remain active and payments will be debited from your account as normal.  

What happens if I need a refund?

If your item(s) meet our returns policy, you can return in-store or online as normal. Once returned, we’ll contact humm to get your refund processed.

Please note, if you’ve used humm TAPP as your payment method, your refund can only be credited to another card or as a Myer store credit.

Who can I contact for support?

Regarding refunds, you can contact us directly on 13 69 37.

For all other humm-related queries, you can contact humm on:

Ph: 1800 088 151

Mon to Fri: 7.30am- 7.30pm AEST

Sat: 7.30am-5.30pm AEST

Or Email: support@shophumm.com.au

MYER one FAQ

How do I earn MYER one Credits?

As a MYER one Member, you (together with your Additional Cardholder) earn 2 MYER one Credits for every dollar you spend on eligible transactions at Myer.


Bonus MYER one Credits can also be earned as a result of promotional or incentive programs offered from time to time or on eligible purchases using the Myer branded credit card.


MYER one Credits are not earned on purchases of gift cards, purchases made on the eBay Myer store, Give Registry non-merchandise donations, lay-by payments or credit card payments, delivery fees, Mural Hall and some food and service outlets.


You (together with your Additional Cardholder) can also earn MYER one Credits at participating Partners of the MYER one Program. The number of MYER one Credits earned at a Partner may vary depending on the Partner. A minimum spend or special conditions may apply. Please see myeroneaffiliates.com.au for further details.



How do I check my MYER one Credit balance?

You can check your balance by logging into your membership at myerone.com.au or via the MYER one App.



How do MYER one Credits become MYER one Rewards?

Every 1000 MYER one Credits you've earned in a Program Quarter, will be converted into a $10 MYER one Reward.



Why have my MYER one Credits balance reduced?

This can occur at the end of each Program Quarter when you have reached the minimum of 1000 MYER one Credits which are then converted into a MYER one Reward.



How many MYER one Credits do I receive when I use my Myer branded credit card?

You earn 1 Bonus MYER one Credit per dollar for eligible transactions made with your Myer branded credit card.



My MYER one Credit balance seems inaccurate. How often does it update?

Your MYER one Credit balance usually updates within 48 hours for in-Store purchases or within 24 hours after you receive confirmation that ‘your order is ready for delivery,’ for online orders. For purchases outside of Myer, using your Myer Credit Card, please refer to the MYER one Program Terms.



When will my Myer one Credits be updated for my Myer online purchase?

If your MYER one Member number was added to your online purchase, Credits will be updated when the order is ready for delivery.



Do MYER one Credits expire?

MYER one Credits that have not been converted into MYER one Rewards will expire after two years from date of purchase.



My Profile

How can I change my password?

You can change your password online at myerone.com.au or by logging into the MYER one App.



How do I update my details?

You can update your contact details by logging into your Membership at myerone.com.au or via the MYER one App. You can add or update your email address at one of our registers in-store.



I have changed my name, how can I update it?

You can change your name by contacting our Customer Service Centre on 13MYER (13 69 37).



I have updated my contact details on my Myer online store account; will that update my MYER one Membership?

You will need to login to your MYER one Membership at myerone.com.au or via the MYER one App to update your Membership contact details.



MYER one Membership


How do I become a MYER one Member?

You can join MYER one by downloading the MYER one App, in-store, at myerone.com.au or at myer.com.au. You must be 15+ years of age, have a unique email address and an Australian residential address. Only one Membership can be held per individual.



How do I become a Silver, Gold or Platinum MYER one Member?

You will become a Silver MYER one Member if you spend $1500 - $5999.99 at Myer in a Membership Year or a Gold MYER one Member if you spend $6000 or more at Myer in a Membership Year.  


A membership year commences 1 April and ends 31 March.


Platinum MYER one Membership is by invitation only and capped at the top 3,000 Members.


At the end of the next Membership year, 31 March, MYER one Members who have not spent the required amount during that Membership Year will be downgraded to the appropriate Tier.


We are grateful for your continued support and loyalty. Recognising this, we are pleased to confirm that we will be honouring all tier upgrades and will not be downgrading any members from their current tier for the membership year that commences on 1 April 2020. We thank you for your understanding during this time.



How can I find out what my MYER one Tier is?

Your MYER one Tier can be found by either logging into your Membership at myerone.com.au or via the MYER one App.


Do purchases on my Myer branded credit card influence my MYER one Tier?

Your MYER one Tier is determined by your spend (together with your Additional Cardholder's spend) at Myer only, so any purchases on your Myer branded credit card outside of Myer, or with a MYER one Partner are not included when determining your MYER one Tier.



How do I add an Additional Cardholder?

You can request an Additional Cardholder by logging in to your Membership at myerone.com.au


You will normally receive your Additional Card within 3 weeks of request. Once your Additional Cardholder receives their card, they can download and login to the

MYER one App to have access to a digital MYER one Card.



What do I do if I lose my MYER one Card?

You can order a new card by logging into your account at myerone.com.au. To do this, you will need your MYER one Member number. You can find your Member number on a recently received MYER one email or on a previous Myer receipt (your MYER one Member number will be printed on the bottom of the receipt). You will normally receive your replacement card within 3 weeks of request. In the meantime, be sure to quote your MYER one Member number in-store or online when making purchases so you don't miss out on earning MYER one Credits.


Alternatively, you can choose to have access to a digital MYER one Card by downloading the MYER one App, selecting ‘I’M A MEMBER,’ followed by ‘Forgot Member number’ and then follow the prompts.


Can you stop sending me promotional material?

You can update your communication preferences by logging into your MYER one account at myerone.com.au, clicking on the unsubscribe links provided or by contacting us at privacy@myer.com.au. If you opt out of receiving MYER one emails, we will still email you any eligible digital MYER one Quarterly Rewards and online store transactional emails. We will not be able to send you Benefit Rewards such as Birthday or Anniversary Rewards* (*Platinum, Gold and Silver Tier only).


I have unsubscribed from electronic marketing communications, why am I still getting emails from MYER one?

While you have opted out of receiving MYER one marketing emails, we will continue to send you your MYER one Rewards earned through the program. Reward emails will be sent from ‘MYER one Rewards’ so be sure to add us to your contacts so that you do not miss out.


I confirmed my e-mail address at the register in-store, why am I still not receiving my Birthday or Anniversary* Rewards?

  1. You may have inadvertently unsubscribed. You can update your communication preferences by logging into your MYER one account at myerone.com.au
  2. We may have sent e-mails to that address in the past and the inbox was full or a work e-mail address that has blocked promotional e-mails. As a sender of e-mails, if we are unable to deliver an e-mail after multiple attempts, e-mail providers request that we mark the e-mail address as bounced and stop sending e-mails to that address. You can confirm the status of your email by contacting the Myer Experience Centre on 13MYER (13 69 37). *Anniversary Rewards for Silver, Gold & Platinum Tiers only.

Do I need to add my MYER one Member number each time I place a Myer online order?

By joining MYER one at the same time you create your online account, your Member number will be saved on your online account and added to all future orders.

Customers with an existing Myer online account can add their MYER one Member number to their Myer online account. Once your Member number is saved to your online account, it will be added to all future orders. This is required to see MYER one exclusive offers while shopping online. See below steps to add your MYER one Member number to your Myer online account.

  1. Login to your Myer Account at myer.com.au
  2. Select MYER one in the ‘My Account’ menu
  3. We can check your MYER one details when you select 'Yes, Please Check'. Alternatively, enter your 16-digit MYER one Membership number found on your MYER one Card or MYER one App and select 'Add'

Your accounts will be linked

If you add your MYER one Member number at checkout only, you will be required to add your Member number every time you shop online to earn Credits.



My MYER one Number is linked to my Myer online account. Why am I not seeing my exclusive Member offers at checkout?


If an exclusive MYER one Member offer is available, and your eligible product is not being discounted at the checkout, you may need to reset your link for MYER one in your online account.


Follow the below steps to re-link your MYER one Number to your Myer Account.

  1. Login to your Myer Account and select ‘My Account’. LOGIN
  2. Select 'MYER one' in the 'My Account' menu
  3. Re-enter your MYER one Membership Number in the ‘Membership Number’ field and select ‘Update Membership’
  4. Your accounts will be re-linked

There may not be any exclusive MYER one Member offers available on the day you are shopping. You can check this by looking for a MYER one offer message on the product detail page.


MYER one Rewards

What can I purchase with my MYER one Rewards?

You can use your MYER one Quarterly Rewards, Tier Benefit Rewards or promotional Rewards for purchases online at myer.com.au or in any Myer store – even on sale items. MYER one Rewards cannot be used for purchases made on the eBay Myer store, gift card purchases, credit card payments, Give Registry non-merchandise donations, Mural Hall and some food and service outlets.  



How do I redeem my MYER one Reward for an online purchase?

Before finalising payment at checkout, click on ‘Apply Gift Card or MYER one Reward Card,’ a form will appear for you to enter your Reward Card number and access code, then click ‘Apply.’



How do I check the progress towards reaching my next MYER one Reward?

You can check your progress by logging into your MYER one account online at myerone.com.au or by downloading and logging into the MYER one App



When will I receive MYER one Quarterly Rewards?

MYER one Rewards are issued quarterly when you have reached a minimum of 1000 MYER one  Credits. The Program Quarters are:

• 1 Jan – 31 Mar; Rewards earned in this quarter will generally be issued by mid-April*

• 1 Apr – 30 Jun; Rewards earned in this quarter will generally be issued by mid-July*

• 1 Jul – 30 Sep; Rewards earned in the quarter will generally be issued by mid-October*

• 1 Oct – 31 Dec; Rewards earned in this quarter will generally be issued by mid-January*

*If you are still receiving your Quarterly Reward by post, this can take up to 6-8 weeks from the end of the quarter. To receive your Rewards faster, add an email address to your Membership at myerone.com.au or download the MYER one App.


How will I receive my MYER one Quarterly Rewards?

MYER one Rewards will be available in the Rewards tab of your MYER one App. If you do not have the App, we will send your MYER one Reward to your registered email address on your account.


You can download the MYER one App from the Apple App Store or the Google Play Store.

To update your email or your communication preferences visit myerone.com.au



Once I have logged into the MYER one App, can I change the way I receive my Reward?

Once you have logged in to the MYER one App, any eligible MYER one Rewards will be sent directly to your App.  



Will I receive a Birthday Reward on my Birthday?

If you are the Primary Cardholder, have a valid email address on your account and are opted in to receive Marketing emails, you will receive a Birthday Reward via email on your Birthday. If you have the MYER one App, once you click on the Reward link in the email, your Reward will also be available in the App. To receive Birthday Rewards, you must have been a Member for at least one month prior to your Birthday and have spent a minimum of $30. The minimum spend of $30 is required each year.



How do I check my Reward balance?

You can check your Reward balance at any time by visiting retail.myergiftcards.com.au/CheckBalance, in-store at the service desk or by calling the Myer Experience Centre on 13MYER (13 69 37).



Do MYER one Rewards expire?

Quarterly Rewards expire 1 year from the date of issue. You can check the expiry by visiting retail.myergiftcards.com.au/CheckBalance or calling 13MYER (13 69 37). If you have downloaded and logged into the MYER one App, you can view the ‘Valid To’ date on the Reward displayed in your MYER one App.

Tier Benefit & Promotional Rewards do not have a one year expiry and the expiry for these Rewards varies. Please check the Tier Benefit or Promotional Reward for expiry and conditions. You can also check the expiry by visiting retail.myergiftcards.com.au/CheckBalance or calling 13MYER (13 69 37).



MYER one App

What are the benefits of the MYER one App?

When you login into the MYER one App you will have access to your digital MYER one Card, you can view your MYER one Credit balance, purchase history (up to 24 months), access any eligible MYER one Rewards, plus much more.


Can I use the MYER one App for proof of purchase when exchanging/returning an item?

Providing you scanned your MYER one Card/App at time of purchase and the item is eligible for an exchange/return, you can provide the receipt number from the purchase tab in your App as proof of purchase. Purchases older than 24 months are not available, please hold onto hard copy receipts for Warranty purposes.



What devices support the MYER one App and how do I download it?

TThe MYER one App supports iPhone version 11 and above and Android version 5 and above. You can download the MYER one App from the Apple App Store and the Google Play Store.


What password do I use to login to the MYER one App?

If you are an existing MYER one Member and have logged into myerone.com.au previously, you can log into the App by using the same password. If you have never logged into myerone.com.au, select ‘I’M A MEMBER’ in the MYER one App, enter your MYER one Member number and follow the prompts.



I’ve forgotten my MYER one password. Can I still log into the MYER one App?

You will need to reset your password by selecting ‘I’M A MEMBER’ in the App, entering your MYER one Member number and following the prompts.

The MYER one App has asked if I wish to accept push notifications, why?

Push notifications will notify you of sale events, offers and when MYER one Rewards are sent to your App. You can manage your push notifications at any time form your smartphone settings.



Can I join the MYER one Program using the MYER one App?

You can join MYER one using the MYER one App and you will then have access to a digital MYER one Card straight away.

If I join the MYER one Program using the MYER one App, will I receive a plastic MYER one Card?

If you join MYER one using the MYER one App, you will have access to a digital MYER one Card and will not receive a plastic card.

If I login to the MYER one App, will I still receive my MYER one Rewards in the mail?

Once you have logged in to the MYER one App, any eligible MYER one Rewards will be sent directly to your App. You will no longer receive Rewards in the mail.



I am an Additional Cardholder. Can I log into the MYER one App?

As an Additional Cardholder you can log into the MYER one App. If you are have previously logged into myerone.com.au, you can log into the MYER one App using the same password. If you have never logged into myerone.com.au, select ‘I’M A MEMBER’ in the App, enter your MYER one Member number and follow the prompts.


Your access will be limited to information on your card only (and will not include information of the Primary Cardholder).



Once I have logged into the MYER one App, can I change the way I receive my Quarterly Reward?

Once you have logged into the MYER one App, any eligible MYER one Quarterly Rewards will be sent directly to your App. If you no longer want to receive Quarterly Rewards via the App, you will need to contact the Myer Experience Centre on 13MYER (13 69 37), they will ensure you have a valid email address on your Membership and update your Quarterly Rewards to be sent via email.



I have deleted the MYER one App, how do I access my Quarterly Rewards?

You will need to download the MYER one App and log back in to have access to any eligible Rewards. If you wish to change the way you receive Rewards in the future and have a valid email address on your Membership, please contact the Myer Experience Centre on 13MYER (13 69 37) who will update your Rewards to be sent via email.


How can I contact the MYER one team via post?

Write to us at:

MYER one Customer Service Centre

Reply Paid 2215

Melbourne VIC 8060


I have updated my contact details on my Myer online account. Will that update my MYER one Membership?

You need to login to your MYER one Membership at myerone.com.au or via the MYER one App to update your contact details.

Gift Registry

Give or receive the perfect gift, no matter the occasion with a Myer gift registry list.



How do I find a registry?

It's easy to find a gift registry online. All you need to do is enter the name or number of the registry on our find a registry page.



I can't find a registry online, what do I do?

First, check the spelling of the name and/or the registration number. If you still can't find the registry, you can email us at giftregistry@myer.com.au or call our team on 13MYER (13 69 37) during business hours.



How do I purchase a gift?

Once you’ve got access to the list, there are three ways you can purchase a gift.


Online

All you need is to search the name or number of the Registry to start shopping from the gift list.


In-store

You can pop into any Myer store around Australia to shop from the list.


Over the phone

Call our team on 13MYER (13 69 37) during business hours to shop the list over the phone.



How do I know if the item I’m purchasing is still available?

We try to keep the online lists as up-to-date as possible but they’re constantly changing. If you want to double check an item is still available before you buy, pop into a store or give us a call on 13MYER (13 69 37).



How up to date are the gift prices?

Prices quoted on our online gift lists are the current sell price. Any catalogue, promotional prices or offers will be applied to items on the gift list.



Can I have an item gift-wrapped?

Yes. If you choose single drop delivery, wrapping is included in the delivery fee of $12.95 per parcel.



How does delivery work?

The delivery options vary depending on how you purchase the gift.  



Online delivery methods

Standard delivery: Free on orders $99 and over. You’ll need to add the registrant’s address at checkout.


Click & Collect: shop online, free pick up in-store.


In-store delivery methods


Staggered delivery: $9.95 per order includes free gift wrap on entire order.

Each gift will be delivered separately to the registrant via Australia Post following a purchase made by the guest.


One-drop delivery: $12.95 per order includes free gift wrap on entire order.

All gifts are delivered on a registry owner’s date preferred and address.


Big and Bulky

Any Big and Bulky items on the registry list incurs a greater cost and are not eligible for gift wrapping.



Creating a registry

Why choose Myer as your gift registry provider?

We offer an easy and enjoyable experience that is convenient for both you and your guests. Our regular promotions and offers mean more benefits for you and with our one drop delivery option, you can receive all your gifts at a time that’s convenient to you.



Can I setup a gift registry online?

Currently, a gift registry can only be created in-store.



How do I register?

STEP 1

Visit the Myer gift registry at your nearest Myer store

We ask that you register at least a month before you send out your invitations.


STEP 2

Add items to your list

You’ll be given a scanner to borrow to add items to your list. Scan anything and everything you like. If you're not sure whether something's suitable, ask us for help.


As soon as you're finished scanning your gift list, it becomes available in our national system.

You can make changes or add items at any time, at any store, leading up to the event. We also can organise your gift delivery as well.


STEP 3

Spread the word

A unique registry number will be created for you so your guests can easily find your registry. We will give you registry cards to include with your invitations, explaining that you have a gift suggestion list at Myer.

Your registry can also be shared via email. Your guests have the option to purchase gifts either online, in-store or over the phone.



Are there restrictions on what I can register?

There are no restrictions on what you can register. You have access to every department across every store.



Do I have to complete my registry all at once?

You don’t have to complete your list at the time of registering. You may wish to select a few items and then come back later to complete the list. If your guests buy everything on your list sooner than you expected, you can add more gifts in-store or over the phone. You can also remove items from you list at any time in the lead up to your event.



For what sort of occasions can I setup a registry for?

You can set up a list for any occasion. Some popular registry events include engagements, weddings, kitchen teas, baby showers, christenings, bar/bat mitzvahs, anniversaries, birthdays and Christmas.



I have a registry, how do I tell people about it?

We’ll give you insert cards to include with your invitations, explaining that you have a gift suggestion list at Myer. You can also share your registry with your friends and family by emailing it to them.



Is there a minimum or maximum amount that I have to register?

There is no limit to the number of items you can register with Myer. This means your list can be as simple or as extensive as you wish.

Velocity Points

What can I spend my Velocity Points on?

Velocity Points can be redeemed on any purchases of items and associated delivery costs. Gift cards cannot be purchased online using Velocity Points.

How many Points do I need to redeem when purchasing online?

There is a minimum redemption amount of 3,000 Velocity Points per order.

Can I still earn MYER one shopping credits?

Yes, as a MYER one member you will still earn MYER one shopping credits for merchandise purchases made with Velocity Points.

What if I do not have enough Velocity Points to pay for the full amount of my purchase?

You are able to determine the amount you would like to pay with points (over the minimum points redemption amount). You can use a credit/debit gift card to pay for the balance of your order.

What if I need to return or exchange an item that I have purchased with my Velocity Points?

The MYER Returns Policy applies to all orders/transactions. Any items received as a result of Velocity Points redemption may only be refunded for the applicable Points value redeemed for such item. Change of mind refunds will be provided as a MYER Returns Card (valid for three years from the date of issue) for the portion paid using Velocity Points. Any remaining balance not paid by Velocity Points will be returned in the same tender as per the MYER Returns Policy. Refunds provided due to a consumer guarantee or relevant regulation such as faulty items will be credited back to the original Velocity account used to pay in the original order/transaction for the amount of Points originally redeemed.

Can I redeem my Velocity Points when I shop with MYER in store or over the phone?

Velocity Points cannot be redeemed in store or over the phone.

Why was my Velocity Points transaction unsuccessful?

There are a few reasons why your transaction may not have been successful. For more information you can contact the MYER Customer Experience Team directly on 13MYER (13 69 37) from 9am-6pm AEST, Monday- Friday and 10am - 5pm, Saturday-Sunday.

Will MYER be accessing my personal information?

Velocity account details will be shared with MYER to allow you to redeem Velocity Points which includes your points balance and redemption value, and to allow MYER to process your order. For details of MYER’s Privacy Policy, see here. See here for Velocity’s Privacy Statement and Privacy Policy.

I have a question about my Velocity membership. Who should I contact?

You can call the Velocity member support team on 13 18 75 from 8am-8pm AEDT, Monday-Friday and 9am-6pm Saturday-Sunday. For any enquiries regarding MYER products, orders or delivery, please contact the MYER Customer Experience team on 13MYER (13 69 37). Available AEDST. Mon- Fri 9AM – 6PM. Sat - Sun 10AM – 5PM.

CommBank Awards points

What can I spend my CommBank Awards points on?

CommBank Awards points are calculated to an equivalent Australian dollar value. They can be redeemed on purchases of merchandise and Myer gift cards (excluding Coles Group and Myer cards) at any Myer store in Australia and online.



Can I check the value of my Awards points when I'm in a Myer store?

You can ask a team member at a Myer register to swipe or tap your CommBank Bank Awards credit card to check whether you have an available balance to spend at Myer.



Can I still earn MYER one Shopping Credits?

Yes, as a MYER one member you will still earn MYER one shopping credits for merchandise purchases made with CommBank Awards points.


What if I don't have enough Awards points to pay the full amount of my purchase?

You can pay with any combination of CommBank Awards points and any other payment method accepted at Myer.


What if I need to return or exchange an item that I have purchased with my Awards points?

All returns and exchanges are subject to Myer's return policy.


If the item meets all the terms and conditions for return and you have a proof of purchase, it can be returned to Myer.

Myer may offer an exchange or Myer returns card*, unless otherwise required by law.

*Please note that Myer Returns Cards are subject to an expiry date.



Is there anything I can't redeem my Awards points for at Myer stores?

CommBank Awards points can’t be redeemed for cash, used at Myer towards payment of Myer Store or Myer Visa Card accounts, lay-by accounts, and some Miele appliances. They also can’t be used purchase 'Coles Group and Myer' gift cards, or at some food and service outlets.


Food and service outlets where Awards points are not accepted in Myer stores, include:

  • Pixie Photos and Portrait Place photography studios
  • Santaland Photos
  • Laubman & Pank (optometrists)
  • Zumay Hair Dressing
  • Cafe - Brunetti Myer Melbourne
  • Cafe - Eating in Italy
  • Cafe - Gloria Jeans
  • Cafe - Hudsons Coffee

This list is subject to change.



Can I redeem my Awards points when I shop with Myer over the phone?

No, you can only redeem your points when you use your CommBank Awards credit card in Myer stores or online.



Why was my Awards points transaction unsuccessful?

There are a few reasons why your transaction may not have been successful. For example, your card has expired or you are not enrolled in the CommBank Awards program, or the Myer register could connect to process your points. For more information, you can contact the CommBank Awards Service Centre on 13 1661 8am – 8pm (Sydney/Melbourne time) Monday to Friday.



Will Myer be accessing my personal information?

By using your Awards points to make a purchase at Myer you consent to Myer accessing and using your personal information, including your Commonwealth Awards details, to facilitate the use of the Commonwealth Awards points and related marketing communications and activities, including without limitation to balance enquiries, redemption and refunds of Awards points.



I have a question about CommBank Awards points. Who should I contact?

You can call the Commonwealth Awards Service Centre on 13 1661 8am – 8pm (Sydney/Melbourne time) Monday to Friday.


At all other times, you can call the Commonwealth Bank Call Centre on 13 2221, 24 hours a day, seven days a week.

Myer Credit Card

Who can apply for a Myer Credit Card?


You’re eligible to apply if you:

*are an Australian resident,

*are 18 years of age or over,

*earn a minimum taxable income of $30,000 per annum, and

*have an Australian mailing address.




How do I apply for a Myer Credit Card?


You can find out more and apply via myer.com.au/creditcard




Do I need to be a MYER one member to apply for a Myer Credit Card?


To apply for the Myer Credit Card you must be a MYER one member --- either a Primary MYER one member or an Additional MYER one member.


If you are not the Primary MYER one member, you can still apply for the Myer Credit Card but any Credits earned by using your Myer Credit Card will be applied to the MYER one Primary member that your MYER one card is linked to.


When applying for a Myer Credit Card, if you are an existing MYER one member you will need to provide your MYER one card number on application.


If you are not already a MYER one member, don't worry --- you'll automatically be enrolled in the MYER one program during the application process.




MYER ONE CREDITS



How do I earn Credits by using my Myer Credit Card?


You can earn:

  • 3 MYER one Credits for every $1 spent on eligible purchases at Myer or online at myer.com.au
  • Up to 3 MYER one Credits for every $1 spent on eligible purchases at MYER one affiliates
  • And 1 MYER one Shopping Credit for every $1 spent on eligible purchases everywhere else

To earn the maximum number of Credits at Myer and MYER one affiliates, you must provide your MYER one card number and pay with your Myer Credit Card. For Myer online purchases, enter the MYER one number on the back of your credit card at the online checkout and pay with your Myer Credit Card. If you do not present your MYER one card number at Myer you will not earn any Credits on that transaction. If you do not present your MYER one card number at a MYER one affiliate, you will earn 1 Shopping Credit per $1 spent on all eligible purchases when you pay with your Myer Credit Card.


Shopping Credits are earned in accordance with, and subject to, the Myer Credit Card Rewards Program Terms & Conditions.

Eligible purchases do not include cash advances, balance transfers, certain transactions at Myer or other restricted transactions details in the Myer Credit Card Rewards Program Terms & Conditions.



You must be a member of the MYER one program to earn and redeem Credits. Membership and the earning and redemption of Credits are subject to the MYER one program terms, available at myerone.com.au/TermsAndConditions.




How are MYER one Credits converted to rewards?


For every 2,000 Credits you've earned in each Program Quarter, your Credits will be automatically converted into a $20 MYER one Reward. We will either send you a MYER one Reward in the mail, or if you have registered for the MYER one App, a digital MYER one Reward will be sent directly to your MYER one App.


The more Credits you earn, the greater the value of the MYER one Reward you will receive. For example, if you earn 4,000 MYER one Credits, you will receive a $40 MYER one Reward. To see your progress towards your next MYER one Reward, visit myerone.com.au or download and log into the MYER one App.




How do my MYER one membership and Myer Credit Card work together?


Your Myer Credit Card is linked to your MYER one membership. Your Myer Credit Card will also have your MYER one card number and barcode printed on the back. This is the same number and barcode printed on your MYER one card / MYER one App. When making purchases at Myer, myer.com.au and MYER one affiliates, pay with your Myer Credit Card and scan or enter your MYER one card number to earn the maximum number of MYER one Credits.




Do I receive a new Myer Credit Card when my MYER one tier changes?


You will not receive a new Myer Credit Card if your MYER one tier changes. Your MYER one membership number will not change with a MYER one tier change, so you can continue to use the same Myer Credit Card. As long as you scan or enter the MYER one card number and use your Myer Credit Card to pay for your purchases, you will earn the maximum number of MYER one Credits.




How can I keep track of how many Credits I have?


You can view the balance of your MYER one Credits at any time by downloading and logging into the MYER one App or by visiting myerone.com.au. You can also view the balance of your MYER one Credits on Myer Credit Card Online or on the Myer Credit Card app.


Credits are only recognised and available for conversion into a MYER one Reward after they are successfully issued to your MYER one program account (and not cancelled or reversed).


Click here  for more details on the MYER one program terms and conditions.




When will my Credits appear in my MYER one program account?


Credits earned through your Myer Credit Card are added to your MYER one program account within 30 days of the date of the transaction.


Click here for more details on the MYER one program terms and conditions.




Are all transactions eligible for Credits?


The following types of transactions are not eligible purchases and will not earn you Credits:

  • GST and government charges, including fines paid to any government agency
  • payments made to the Australian Tax Office
  • interest and other bank fees and charges, including any GST payable on any of these
  • BPAY® payments, such as bill payments and other payments made through the BPAY Electronic Payments Scheme
  • cash advances
  • transactions for items that are directly convertible to cash, including, but not limited to, purchase of foreign currency and travellers cheques, or cash equivalent transactions
  • balance transfers
  • transactions deemed by us to be for operating a business or in connection with business expenditure
  • transactions that are reversed, such as refunds
  • payments for credit card protection insurance
  • transactions related to gambling (to the extent that these transactions can be made on your account)
  • within Myer -- gift cards, purchases made on the eBay Myer store, Give Registry, non-merchandise donations, lay-by payments, delivery charges, Tesla, Mural Hall and purchases from certain third party businesses operating within Myer stores, such as cafes and restaurants specified by Myer.

What happens to Credits if I get a refund for a purchase made on my card?


If your account is credited with a refund from a merchant, the equivalent number of Credits will be deducted from your MYER one program account.




My Credits are missing, what should I do?


If you believe you may be missing some Credits, please call us on 13 67 17 so that we can investigate for you.





USING GOOGLE PAY



Google Pay is a free app that allows eligible card owners to use compatible Android devices to pay with their phone at contactless merchants and in participating merchant apps.




How does Google Pay work?


To use Google Pay for purchases, you must first add your eligible card on your NFC-enabled Android device running Kit Kat 4.4 or above using the Google Pay app. If you don't already have the Google Pay app on your device, you can download it from the Google Play Store. Once your card has been added and identity verified, wake up your device when you are ready to make a payment. Then, hold your device near the contactless reader until your device beeps or vibrates and a checkmark appears on the screen indicating your payment is complete.


When adding your card to Google Pay, you will also be adding your Card to Google Payments. This allows you to use your card to make purchases in places like the Google Play Store and online with Google. For more information on Google Payments, please visit pay.google.com/about.




Where can I use Google Pay?


You can use Google Pay to make payments with your compatible Android device wherever contactless payments are accepted. Just look for the contactless and/or Google Pay symbol at checkout.


You can also use Google Pay in participating merchant apps with supported devices. Look for the "Buy with Google Pay" button at checkout within the apps. However, there are certain machines that are not currently receiving mobile contactless payments such as vending machines and parking meters/machines.




Which phones and devices are eligible for Google Pay?


In order to use Google Pay, you need to have an NFC-enabled Android device running Kit Kat 4.4 or above, and the Google Pay app. To download the Google Pay app or to check if your device is compatible with Google Pay, please visit pay.google.com/about.




What is a virtual card?


A virtual card is the digital form of your eligible physical credit and debit cards. When you add your physical card to Google Pay, it's stored as a virtual card. It will have a unique virtual card number associated only with the digital wallet and mobile device you're using. Please note this may be referred to as a virtual card, however Google Pay refers to it as the Virtual Account Number. Creating a virtual card does not affect your physical card. You can still use your physical card as you normally would.




Is my Card account number or other information being shared with Google?


Yes. To deliver you the best Google Pay experience, we will share certain account information about each card you have selected to use with Google Pay and will make that information available for display on your device, such as data for your recent purchases. When adding an eligible card to Google Pay, you will also be adding your Card to Google Payments. This allows you to use your card to make purchases in places like the Google Play Store and online with Google. For more information on Google Payments, please visit pay.google.com/about. If you have any additional questions about your device's security features, please reach out to Google directly.




How secure is a Google  Pay transaction?


Your card in Google Pay is protected by your secure Android device lock - pin, password or pattern. All of your payment information will be encrypted with SSL (secure socket layer) technology and stored on secure servers. Your plastic card details are never shown in the app or shared with the merchant when you make payments in store.




Does Myer protect my virtual cards as well as my physical card?


Yes. Your card in Google Pay is covered by the Google Pay: Terms of Use. If you suspect unauthorised use of your virtual card, please contact Myer immediately by calling +61 2 8245 5888




Will merchants receive my physical card number?


Most merchants won't have access to your physical card number; they'll receive the unique virtual card number associated with your card. Merchants cannot transact with your unique virtual card number.





GETTING STARTED



How can I add my eligible card to Google Pay to use it for payments?

  1. Download the latest version of the Myer Credit Card app.
  2. Open the Myer Credit Card app and follow the prompts to log in.
  3. Follow the prompts to add your card to Google Pay from the dashboard, or add it from the cards tab.

You can also add your card to Google Pay direct from the Google Pay app.




Can I put multiple cards on my device?


Yes. They can be a combination of eligible debit cards, credit cards, loyalty cards etc as Google enable them on their Android Wallet.




Can I put my card on multiple devices?


Yes. For each of your devices, you will need to add your card by visiting the Google Pay app.




Can I use my card with multiple Google accounts?


Yes. You are able to add your eligible card to two unique Google accounts in your wallets.




Once I add my card, how can I suspend the ability to make payments or remove cards from my device?


You can remove your card by tapping your card in the Google Pay app and selecting "Remove Card" at the bottom of the screen.



*Important note: Un-installing the Google Pay application only, without selecting "Remove Card" will not automatically remove your card from Google Payments. Your need to remove your Card first.





USING GOOGLE PAY



How do I make purchases with Google Pay?


At checkout, simply press the power button on your phone to wake it up, and hold the back of your device over the contactless terminal. Your phone may beep or vibrate, and you will receive a confirmation on screen. To complete the transaction, refer to the merchant terminal, you may need to enter your PIN or sign a receipt as usual (such as with transactions over $100).


To make a purchase in a mobile app, select Google Pay at checkout. Your details will added automatically.




Will all merchants accept Google Pay?


No. Not all merchants have adopted contactless terminals. Please continue to carry your physical cards to use where contactless payments are not accepted. Most merchants will display this contactless payment symbol to let you know they accept contactless payments.




What is a virtual account number and how is it different from my Card account number?


For your security, when you add your eligible card to Google Pay, a virtual account number -- separate and unique to your device -- is created. Your virtual account number is used to make purchases with your card using Google Pay. To view the last four digits of your virtual account number, tap on your Card in the Google Pay app and scroll down to your Card details.




Does Google Pay show my credit card transactions?


Google Pay shows recent Myer Credit Card purchases you've made with Google Pay on your device, but it won't display all your purchase details. For a complete view of all your card transactions, sign in to Myer Credit Card Online or the Myer Credit Card app.




How do I make a return for an item I purchased with Google Pay?


You can return items purchased using your Card in Google Pay by providing the merchant with the last four digits of your virtual account number instead of your plastic card number. To find the last four digits of your virtual account number for your Card, tap on your Card in the Google Pay app and scroll down to your Card details.


You can also go to Google Pay and select the Card you used to make the purchase and hold your device near the contactless terminal at the merchant once the return has been keyed in. Please remember to keep the original receipt you received from the merchant at the time of purchase as the Google Pay receipt is not an official proof of purchase.




Do I still get MYER one Credits when I use Google Pay?


Yes, you receive the same amount of Credits as when you use your physical card. Remember to present your MYER one membership number in Myer or Myer Affiliates.




I'm having a problem with my device's software or hardware. What should I do?


If you are having difficulty with your software or hardware, please visit the Google Pay Help Center. Also please refer to our troubleshooting section of the FAQs.




Are the spending limits the same as tap and go?


Yes, the use of Google Pay and limits applied is the same as the contactless limits on your physical card.


If you have a credit limit of greater than $2,000, you will only be able to spend up to $2,000 using Google Pay until your physical card is activated. Make sure to activate your physical card when you receive it to get access to your full credit limit.


Refer to the terms and conditions for further information.





MANAGING YOUR CARD IN GOOGLE PAY



Where can I view and manage my Card in Google Pay?


You can view and manage your Cards in the Google Pay app. When you tap on your Card, scroll down to view your Card details including transactions and your virtual account number. You also have the ability to remove your Card from the device and select which card is the 'default' card used when paying with Google Pay.




How do I set up my default Card?


The first Card you add to Google Pay automatically becomes your default payment Card. To change your default Card, go into the Google Pay app, click on the Card you want as the default and select "Set as default Card". If you have more than one Card loaded, you can tap and hold to drag your Card to the top of the wallet "default" spot.




I'm getting transaction notifications for my card in Google Pay on my device. What are these notifications and how can I turn them on/off?


You will receive "Transaction Notifications" for purchases you make using your Myer card in Google Pay. To turn off "Transaction Notifications", open the Google Pay app, tap the menu, and tap "Settings." Please keep in mind that by turning off your "Transaction Notifications" you will no longer receive notifications from Google Pay.




What are the Card transactions listed in Google Pay? Why is the information different from my statement?


The Google Pay app tries to provide you with the most relevant information about the places where you've used your device to make payments. From time to time, information about the merchant locations where you've used Google Pay (such as the business name and street address) may be displayed differently in your Google Pay app than the information on your statement. To report any incorrect information, please contact Google via the Google Pay Help Center.


You may also receive notifications and see transactions listed for pre-authorisations that haven't been posted to your account yet. For example, a hotel may pre-authorise an amount initially, then submit the final charge based on the actual amount of your purchase after you finish your stay.


If I receive a replacement card due to my old one being expired, do I need to update my card information with Google Pay?

No. Your virtual account number is connected to your new Card number automatically. You can use your eligible Card in Google Pay to make purchases before receiving your new plastic Card.




My device is lost or was stolen and I want to delete my card. What should I do?


If you believe your device or Google Pay Card information has been lost, stolen or compromised in any way, call Myer on +61 2 8245 5888 and we can deactivate the 'virtual token' from our systems. This will not impact your ability to use your physical card.


You can also go to Android Device Manager to help you find, lock and erase your device: Android Device Manager. You can also use the search engine "Find my phone" and Google will show you where it is on a map.




What should I do if my card is lost or stolen?


Please call Myer on +61 2 8245 5888 to report your card lost or stolen, and we'll de-activate it and remove it from Google Pay.


Please advise our support staff if you wish to continue spending using Google Pay and we will guide you through the process of adding your replacement card to your device while you wait for your new plastic card to arrive.

TROUBLESHOOTING


The transaction is not going through when phone is held up to the merchant facility.

  1. Ensure that NFC is turned on.
  2. Ensure that the phone has no cards attached to the back that would interfere with the signal; such as a transit card.
  3. Set "Google Pay" as your payment default in your device's Settings.
  4. If you have a device that supports multiple mobile wallets, select "Android Operating System" in your NFC or tap and pay settings on the device.
  5. Try holding your device a different way to avoid signal issues. Your device's NFC antenna might be at the top or bottom of the device and avoid tapping with the front of the phone.
  6. Have you connected your phone to the internet recently? The app needs to be refreshed occasionally to continue to work.
  7. It is possible that a merchant that accepts contactless payments might not accept Google Pay. These older devices will diminish over time as they are replaced with newer terminals which accept mobile payments.
  8. Was the screen on? If the screen goes to sleep or locks after a period of inactivity, then the transaction will not go through.
  9. Have you unlocked your phone recently? Your phone needs to be unlocked every 3 payments and after you've turned your phone back on after re-starting it. It does not matter if you unlock when making the payment or for some other reason such as checking your email.

I CANNOT ADD MY CARD

You can either:

  1. Visit support.google.com/googlepay.
  2. Contact Myer on +61 2 8245 5888.

My card details have been removed from the Google Pay app.

Have you changed your phone lock or disabled it? The lock must be enabled for Google Pay to work. If it is disabled, then the user's payment credentials will be deleted from the device unless the user re-enables a secure lock within five minutes of disabling it.


Will Google Pay work without a sim card in the phone?

Yes, although you need internet access to add and activate your card on Google Pay. Once activated, you occasionally need to be connected to the internet to continue making payments however this can be via Wi-Fi or mobile network. A sim card is not necessary.


Will payments work without an internet connection or Wi-Fi?

Yes, as long as you occasionally connect your phone to the internet to update internal security settings.


I cannot download Google Pay.

If your device meets all the Google Pay requirements and you are unable to see it on the Play store, please contact Google for technical support pay.google.com/about.


USING APPLE PAY


What do I need before adding my Myer Credit Card to Wallet?

  1. Download the latest version of the Myer Credit Card app from the app store.
  2. Ensure you have the latest version of iOS, watchOS, or macOS.
  3. Ensure your card is eligible.
  4. Ensure your device is eligible for Apple Pay.
  5. Ensure you have an Apple ID and are logged in on your device.

What's the process for adding my Myer Credit Card to Apple Pay?


iPhone

  1. Open the Wallet app.
  2. Tap the plus sign in the upper-right corner.
  3. Enter your card’s security code to add your credit card from your iTunes account. Or, select "Add a different card" and use your camera to enter the card information.*

Apple Watch

  1. Open the Apple Watch app on your iPhone.
  2. Tap "Wallet & Apple Pay" and select "Add a Credit card".
  3. Enter your card’s security code to add your credit card from your iTunes account. Or, select "Add a different card" and use your camera to enter the card information.*

iPad

  1. Go to Settings.
  2. Tap Wallet & Apple Pay.
  3. Tap Add Credit Card.
  4. Tap Next.
  5. Add Card information and verify the card details.
  6. Complete the verification process using the Myer Mobile Banking app.
  7. After your bank or issuer verifies your card, tap Next. Then start using Apple Pay.

MacBook

  1. Go to System Preferences > Wallet & Apple Pay.
  2. Tap Add Card.
  3. Tap the + button to Add Credit Card, add Card information and verify the card details. Note: If you're asked to add the card that you use on iTunes, you can just enter its security code.
  4. Tap Next. Myer will verify your information and decide if you can add your card to Apple Pay. If we need more information to verify your card, you’ll be asked for it. When you have the information, go back to System Preferences > Wallet & Apple Pay and tap your card.
  5. After Myer verifies your card, tap Next. Then start using Apple Pay.
  6. Click here for more information on adding cards to your eligible Apple devices.

Can I put multiple cards on my device?

Yes. There can be up to eight cards stored within Wallet on each device. The first card added will become your default card, but this can be changed in Settings > Wallet and Apple Pay > Default Card.


Can I have my card on multiple Apple devices?

Yes. For each of your devices, you'll need to add your card using the steps listed in 'What's the process for adding my card to Apple Pay?'


Note: You can add your card to up to 10 eligible Apple devices, but the card will need to be added to each device separately. This means that you can have up to 10 Device Account Numbers for one physical card.


Once I add my card, can I suspend the ability to make payments or remove cards from my device?

Yes. Here's how to remove your card from the Apple Wallet:

  1. Navigate to the back of the card, commonly referred to as the back of pass (by clicking the ‘info’ symbol on the bottom right of screen when your card is presented).
  2. Scroll to the bottom of the page and click on ‘Remove card’.

    OR

  3. Launch the Settings app on the device that you’re removing your card from.
  4. Tap on Wallet & Apple Pay.
  5. Tap on the card you'd like to remove from Apple Pay.
  6. Tap on Remove card.

Using iCloud:

  1. Go to Settings on iCloud.com, then click a device listed below My Devices.
  2. Below the list of credit and debit cards on the right, click 'Remove' or 'Remove All'.

You can use iCloud to remove cards from devices, even if the device is offline. If you remove credit and debit cards from a device set up to use Apple Pay, the ability to spend using those cards is removed.


If no cards are listed, the device isn't set up to use Apple Pay.


You can also suspend your card at any time by contacting Myer on +61 2 8245 5888.


How to Pay using Apple Pay


Paying in stores

To pay in stores, there is no need to wake your iPhone or open an app. Just hold iPhone near the reader with your finger on Touch ID. You'll see "Done" on the display, along with a subtle vibration and beep, letting you know your payment information was sent. On Apple Watch, double-click the side button and hold the display of your Apple Watch up to the reader. A gentle tap and beep confirm that your payment information was sent.*


Paying in apps and on the web

To pay in apps and on the web with iPhone and iPad, select Apple Pay as the payment method during checkout and place your finger on Touch ID. To pay on Mac in Safari, choose Apple Pay then complete the purchase with your iPhone or Apple Watch.*


Are the spending limits for Apple Pay the same using my card?

Yes, if you have a credit limit of greater than $2,000, you will only be able to spend up to $2,000 using Apple Pay until your physical card is activated. Make sure to activate your physical card when you receive it to get access to your full credit limit. Refer to the terms and conditions for further information.


Managing your card


I have received a replacement card due to my card expiring, do I need to update my card information with Apple Pay?

No. Your Device Account Number is connected to your new card number automatically. This means that you can use your card in Apple Pay to make purchases before receiving your new plastic card and you don't need to do anything further with your new plastic card.


What should I do if my device is lost or was stolen?

You can use Find my iPhone to help you find and lock/erase your device. See more on the Apple Pay support page.


In addition, if you believe your device or Apple Pay card information has been lost, stolen or compromised in any way, call Myer on +61 2 8245 5888.


If I report my card as lost or stolen, can Myer remove it from Apple Pay?

Please call Myer on +61 2 8245 5888 to report your card lost or stolen, and we'll de-activate it and remove it from Apple Pay.


Please advise our support staff if you wish to continue spending using Apple Pay and we will guide you through the process of adding your replacement card to your device while you wait for your new plastic card to arrive.


Replacement cards in Apple Pay


My card is damaged and I need a replacement, what happens to my card in Apple Pay?

Your new card details will be updated automatically to Apple Pay. This means that once your replacement card arrives, you won't need to re-add it to Wallet, Apple Pay will continue to work.


(If you previously did not have your old card in Apple Pay, you'll need to add your new card. See section 2 'Getting started').


My card has been reissued (due to expiry), what happens to my card in Apple Pay?

Your new card details, once activated will be updated in Apple Pay automatically, therefore you won't need to add your new card, Apple Pay will continue to work.


(If you previously did not have your old card in Apple Pay, you'll need to add your new card. See section 2 'Getting started').


I have upgraded/downgraded my card, what happens to my card in Apple Pay?

Your old card will continue to work in Apple Pay until you activate your new card.


Once the new card is activated, you will need to add your card to Apple Pay. You will need to remove your old card from Wallet. See section 2 'Getting started'.


Additional info:

GOING OVERSEAS


What should I do before using my card overseas?

Notify us of your travel plans and dates before going overseas by calling us on 13 67 17 so that we can expect to see foreign transactions on your account as we continue to monitor for any unusual activity.


You should also:

  • Ensure you have adequate travel insurance for your trip
  • Check if your credit limit is adequate for your travel plans
  • Use ATMs located within banks
  • Avoid using your account via Myer Credit Card Online on public computers
  • Download the Myer Credit Card app onto your mobile device to manage your account quickly and easily

Will I earn Credits when I travel overseas?

Yes, you'll continue to earn Credits per Australian dollar spent on eligible purchases while travelling overseas.


INTERNATIONAL TRANSACTIONS


What is an international transaction fee?

It's a fee we charge you whenever you make an international transaction. The fee is 3% of the Australian dollar value of your international transaction, and is debited from your account at the same time as the international transaction.


What's classified as an international transaction?

An international transaction is any transaction on your account that's:

  • not in Australian dollars, or
  • in Australian dollars, but the merchant or financial institution located outside Australia.

If I choose to pay in Australian dollars with an overseas merchant, will I still be charged an international transaction fee?

Yes. If a merchant is located outside Australia then an international transaction fee will be charged whether you paid in Australian dollars or in a foreign currency. This applies to both online and in store purchases.


How will I know when I'll be charged an international transaction fee?

Unfortunately it's not always clear when an international transaction fee will apply, especially with online transactions.


Some merchants may appear to be located in Australia -- for example, they have Australian websites and display prices in Australian dollars -- but actually be located overseas. In these circumstances, any purchases you make on these websites will attract an international transaction fee.


If you're unsure whether a merchant is located outside Australia, please contact them before you complete your transaction.


How does foreign currency conversion work for credit cards?

Whenever you make an in store or online purchase, or use your credit card to obtain a cash advance, in a currency other than Australian dollars, the transaction will be converted to Australian dollars.


When you complete the payment you might be given the choice to pay in the foreign currency or convert the amount to Australian dollars.

  • If you choose to pay in the foreign currency, this amount will be converted to Australian dollars by Visa, using the applicable exchange rate on the date the purchase is debited to your account. Remember, exchange rates may fluctuate between the time your purchase is authorised and the time we debit your account.

  • Under the Visa scheme, if the purchase is made in United States dollars, Canadian dollars, New Zealand dollars, Singapore dollars, Pounds Sterling, Euros or Japanese Yen then the amount will be converted directly into Australian dollars. Purchases made in any other foreign currency will be converted into United States dollars before being converted into Australian dollars. The online conversion rate calculator shows you the indicative rates set by Visa for these conversions.

  • If you choose to pay in Australian dollars, the merchant will convert the foreign currency into Australian dollars at the time of the transaction. This is called dynamic currency conversion. The exchange rate is not determined by Visa but by the merchant's dynamic currency conversion service provider.

  • You'll also incur the international transaction fee of 3% of the Australian dollar value of the international transaction. Some merchants may also charge additional fees, so choosing this option can be more costly.

You might come across dynamic currency conversion if you're:

  • shopping online with an international merchant and the prices are displayed in Australian dollars, or
  • travelling overseas and you’re given the option to pay your hotel or restaurant bill in either Australian dollars or the local currency.

What will I be charged when I withdraw cash from an overseas ATM using my credit card?

When using your credit card to withdraw cash from an overseas ATM you’ll incur the following charges:

  • the international transaction fee of 3% of the Australian dollar value of the international cash advance
  • a cash advance fee of $5 or 3% of the value of the transaction (whichever is greater), and
  • the cash advance interest rate from the date of the cash withdrawal.

Some overseas ATM providers might also charge you a processing fee. Just like in Australia, the amount of this fee varies depending on the provider. This fee may be charged in the foreign currency.

INSURANCE


What insurance comes with the Myer Platinum Credit Card?

Purchase Security Insurance is only available for the Myer Platinum Credit Card. This complimentary insurance covers the replacement of many new personal goods bought with your Myer Platinum Credit Card that are lost, damaged or stolen. Cover is available for up to 90 days from the date of purchase. Certain benefit limits and exclusions apply.


Wallet guard is also offered on the Myer Platinum Credit Card, providing protection against the theft of personal effects, cash, valuable documents and wallet.


For more information click here.



BALANCE TRANSFERS


What is a balance transfer and how does it work?

This is a request to transfer part or all of your outstanding balance from another credit card to your Myer Credit Card account. When you request a balance transfer we will either BPAY funds or arrange a cheque to your nominated card account and debit this to your Myer Credit Card account. Balance transfers are subject to the Balance Transfer Terms and Conditions.


If you've taken advantage of our balance transfer offer at the time of application, this will only be processed once you've activated your physical credit card. Make sure you're aware of any pending balance transfer amounts when you're transacting using mobile payments so that the balance transfer can be processed within your credit limit. If you already have a card and are requesting a balance transfer, we will process the balance transfer request within 5 business days.



What is the limit for balance transfers?

The limit on balance transfers is equal to the credit limit on your card, less $500. We will transfer the balances specified by you to your account, in full or in part, subject to $500 remaining in your available credit limit. If you have multiple balance transfer requests, we will transfer these in the order they appear in your request.



When can I request a balance transfer?

You can request a balance transfer when you apply for a card, or any time after by completing a balance transfer request through Myer Credit Card Online or by completing a Balance Transfer Request Form.



ACCOUNT MAINTENANCE


How do I update my details?

You can update your residential address via Myer Credit Card Online or via the Myer Credit Card app. To update any of your other details contact us on 13 67 17.



How do I pay my account?

You can pay your account by:


Direct Debit - Automatically pay your card account every month by the due date, from the bank account of your choice. With this flexible option you can choose to pay any amount equal to, or greater than the minimum payment due. Download the Direct Debit Request Form.


BPAY - This can be done via Myer Credit Card Online or the Myer Credit Card app. Your reference number is your 16-digit card number (which is the same as the account number printed on your statement) and the biller code is 253765.


Post - Enclose your completed payment slip from your monthly statement and mail with your cheque (no notes or coins accepted) and mail to PO Box 3667 Rhodes NSW 2138. Please make the cheque payable to Card Services and include your account number.


Australia Post will no longer be accepting Cash over the counter for credit cards as of 29/04/22.

Post Office - You can pay your card account in person at any Australia Post office using EFTPOS or cheque. Please allow 48 hours for the payment to reach your account. When paying by cheque at any Australia Post office please allow six business days for the cheque to clear. However, funds will be considered received the day the cheque is deposited. A $2 over the counter transaction fee is applicable to all EFTPOS or cheque payments made at Australia Post.


How will I track when my repayments are due?

You'll receive a statement every month, showing the minimum monthly payment amount you're required to pay and the due date, plus any overdue payments and over limit amounts. You can access your statement and view bill alerts on Myer Credit Card Online or via the Myer Credit Card app.


How do I request a credit limit increase on my Myer Credit Card?

To apply for a credit limit increase, contact us on 13 67 17. All credit limit increase requests are subject to Card Services' credit criteria and you may be required to submit supporting documentation with your credit limit request.


How often will I receive a statement?

You will receive a credit card statement each month if you have transactions or a balance outstanding during that period.


Can I change my bill due date?

Yes, you can nominate the date that your monthly bill is due by contacting Card Services on 13 67 17. Please select a date between the first and twenty-eighth of the month.


Can I receive my statement by email?

Yes, please log in to Myer Credit Card Online to request email statements. You'll save the monthly $2.50 fee for paper statements.


Will my additional cardholder also get a statement?

No, only the primary cardholder receives a monthly statement. This statement will contain details of any transactions made by you and any additional cardholder.


Does the additional cardholder have the same level of access as the primary cardholder?

An additional cardholder has the same access to information about your account. However, they are restricted from making any changes (such as change of address) to your account.


What is an outstanding authorisation?

This is when the estimated value of a purchase; for example, a hotel stay, that has been held for a period of time to allow the merchant to process the transaction. An outstanding authorisation reduces your available credit, but not the balance owing on the card.


Can I authorise a third party to access information about my account?

Yes, you can authorise a third party to access information about your account by completing an Authorised Representative Request Form. This form can be downloaded via Myer Credit Card Online.


How can I order a replacement credit card?

If your card is damaged for any reason, please call Card Services on 13 67 17 and we will arrange for a replacement card to be sent to you within 7 business days. In the meantime, you can continue to use your card through Google Pay or Apple Pay.


What do I do if my credit card is about to expire?

You do not need to do anything. We will send you your new card one month prior to your card's expiry.


Can I see details of my credit card account online or via an app?

You can view your account by logging into Myer Credit Card Online or by downloading the Myer Credit Card app.


For more information on how to use Myer Credit Card Online please refer to the FAQs under the 'Support' menu.


For more information on how to use the Myer Credit Card app touch the information icon at the top of the screen.


Can I make future dated payments via BPAY?

Unfortunately, you are currently unable to make future dated payments through Myer Credit Card Online or the Myer Credit Card app.

SECURITY


What is the chip on my card?

Every Myer Credit Card features an embedded security microchip. The chip adds an extra layer of security, making it very difficult to copy your card details.


What do I do if my card is lost or stolen?

You can lock your card via the Myer Credit Card app. Please contact us immediately by calling 13 67 17 and select credit cards (24 hours 7 days a week) so that we can investigate. If you are calling from overseas please call us on +61 2 8245 5888 (24 hours 7 days a week).


What do I do if there are unauthorised transactions on my card?

You can lock your card via the Myer Credit Card app. Please contact us immediately by calling 13 67 17 and select credit cards (24 hours 7 days a week) so that we can investigate. If you are calling from overseas please call us on +61 2 8245 5888 (24 hours 7 days a week).


What should I do to keep my account safe?

We will never ask you to provide us with your personal or credit card details online or in an email. If you receive an email, text message or phone call and you are unsure whether it is legitimate, don't provide any personal details.


How is my Myer Credit Card protected?

Card Services has a fraud detection system that monitors credit card transactions for suspicious activity 24 hours a day, seven days a week. You may be contacted from time to time to confirm recent transactions on your Myer Credit Card.



INTEREST FREE FINANCE (PROMOTIONAL OFFER)


How do I qualify for 6 months interest free?

When you use your Myer Credit Card to make a transaction at Myer of $250 or more (either in-store or online), you will automatically receive 6 months interest free on that amount.


How will I be able to recognise and track the interest free balance?

Any balances that qualify for interest free finance will be identified on your statement.


What happens when the 6 month interest free finance period expires on a purchase?

Once the interest free period ends, the standard variable interest rate for purchases will apply, which is currently 20.69% p.a.

Contact Us

Myer Concierge

The Concierge is a Virtual Assistant, available 24/7 to answer questions and help with order tracking and returns.

Select the black chat icon on the bottom left of your screen and the Concierge will pop-up to help you now.


Myer Experience Centre

Alternatively, you can speak with a member of our Customer Experience team on 13MYER (13 69 37).

Available AEDST:

Mon- Fri 9AM - 6PM

Sat - Sun 10AM - 5PM