MOST COMMON QUESTIONS

What are Big & Bulky goods?
  • Big & Bulky Goods are goods for which extra handling and additional resources are required for delivery. Different Delivery Fees and requirements may apply. To check whether the product(s) you are ordering are Big & Bulky, view the Delivery tab on the product information page.
     

When will my order arrive?
  • You can check the status of your order by using the tracking number provided in your order confirmation email. Alternatively, log into your online account and select 'Orders'.

    Delivery times will vary depending on your location:

    • Australia wide (including capital cities, suburbs and most regional areas): 4-7 business days
    • Regional Western Australia, Queensland and Northern Territory: 7-10 business days
I'm missing an item from my order, what should I do?
  • We sometimes despatch products from multiple locations, which means your order may arrive in separate parcels (at no additional delivery cost). If this is the case, you’ll receive a separate order notification emails for each delivery, including unique tracking numbers. Please check the Packing Slip from each parcel to ensure you’re not missing anything.

    If an item is missing from your order, please contact our Customer Service Centre with your order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Why has an item from my order been cancelled?
  • On occasions, we may not be able to fulfil item(s) in your order. If this is the case, the unfulfilled item(s) will be fully refunded to you. Please allow 3-5 business days for the funds to arrive in your account.

Can I cancel or make changes to my order?
  • You have up to 45 minutes to make changes or cancel your order from the time it was placed. 

    If you have an online account with us, simply log in to your account, go to ‘Orders’ and select the ‘In Progress’ order you wish to cancel. If you’re a guest customer, please contact our Customer Service Centre to make changes to your order.

    If your order has already been dispatched, you’ll need to wait until you’ve received your order to take advantage of our 30 Day Returns Policy. Please read our returns and exchanges page for full details. 

How do I return or exchange an item?
  • You can choose to return or exchange your item within 30 days of delivery. We recommend you take advantage of our FREE in-store returns at any of our 66 store locations.

    Alternatively, you can return your item by post. Simply log in to your online account to arrange your postal return. 

    If you’re a guest customer, you can contact our Customer Service Centre to arrange a postal return or exchange. Please see our returns and exchanges page for full details.

I’ve forgotten my online password, how do I reset it?
  • For security reasons, you only have three attempts to log in to your online account. 

    If you’ve forgotten your password, select the login icon at the top right hand corner of the homepage. In the pop-up window, select ‘forgotten password’, enter your email address and click ‘Submit’. 

    You’ll then receive an email with a temporary password and instructions on how to reset your password.

Do you deliver to my area?
  • Our fulfilment partner, Australia Post, can deliver the majority of items to most areas within Australia. For information about the pre-defined delivery areas, please see the postcodes that Myer delivers to here.

    For Big & Bulky Goods, delivery may be limited to metropolitan regions within Brisbane, Melbourne, Perth and Sydney. 

Can I get express delivery?
  • No, we do not currently offer express delivery. 

    To get your items faster, you can shop online with Click & Collect and place your order before 12pm for free next-day pickup in-store. See our Click & Collect FAQs for more information.

 

BROWSE

Are all products that are in-store available online?
  • We've selected the best from our stores to create a great range of products which you can access 24 hours a day, 7 days a week via myer.com.au. Our range is forever changing, with thousands of new products added each and every week.

How do I search for products online?
  • Simply type what you are looking for into the search bar at the top of each page and hit return (or click the magnifying glass icon). This will return a list of results for you with the closest matching items at the top of the page.

    If you can't find what you're looking for, try browsing using the navigation bar at the top of the page. If you're searching for a product you've seen in our shops, it may not be available online at present, as not all products are currently stocked at myer.com.au.

Where can I find clothing size charts?
  • Size charts can be found on the right side of the size boxes on the product detail page (the page that shows all of the product detail). Note that not all of our product categories have size charts, we've added the most commonly looked for ones and will continue to add more as soon as we can.

How do I find products advertised from your catalogue?
  • In our catalogues, products are indicated as available for online purchase either individually, as a page or for the entire catalogue. To find the product online we recommend using the search box in the top middle of each page and type the product name in to easily find the product online. You can also view our catalogues and offers by clicking on the catalogue icon at the top of the page, or selecting the 'offers' link on the right hand side of the main menu.

 

BUY

Do I need to register an account to make a purchase?
  • No you don't. You can make a purchase as a 'guest' user and we won't create an account for you. However we've designed our site to give registered customers a faster, simpler checkout process by remembering their details, as well as a bunch of other features such as full order history and order tracking, address book, MYER One account storage - so sign up and enjoy the benefits, all you need to do is choose a password!

I already have a MYER one password - can I use that?
  • No, but you can save your MYER one details including your password in your myaccount, so you won't have to enter it in again and you can see your points balance each time you log in.

How do I place an order online?
  • 5 easy steps to making a purchase.

    1. Find the items you would like to purchase by either browsing our categories, or searching.
    2. Add the products to your bag by selecting the appropriate colour and size (if applicable) and clicking the add to bag button.
    3. View your bag and once you are happy with all of your items click on the checkout button
    4. Follow the prompts to either fill in your details if you are a new customer, or login and confirm your details if you already have an account
    5. Select your payment method and click the make payment button to complete your purchase. You'll be sent an email confirmation of your order and kept up to date as your order progresses.
What forms of payment does Myer accept online?
  • Payment can be made using your Myer Gift Cards, Myer Reward Cards, Birthday Vouchers, Myer Visa Card, MasterCard, Visa, American Express and PayPal.

How will I know if my payment has been successful?
  • Upon successful completion of an order you will see a screen saying Order confirmation, which notes all the details of your order. You will also receive an email to your nominated email account summarising the details of your order. This email will be titled Order Confirmation.

Is it secure to enter my credit cards details?
  • Your information and online credit card transactions are transmitted through a secure server using Secure Socket Layering (SSL), encryption technology. You can identify this by looking at the URL address "Https," the "s" indicated you are in a secure area employing SSL. Your browser may also give you a message or icon that you are in a secure area.

Can I use a Myer staff discount card?
  • Members who create a myaccount profile and add their Team Member number will automatically receive the discount during checkout. The Myer online team member discount service does not match with the volume of total discounts applicable in most of Myers physical store locations. Team members should refer to Team member discount card policy & procedures or contact their human resource representative for more information.

What are Big & Bulky goods?
  • Big & Bulky Goods are goods for which extra handling and additional resources are required for delivery. Different Delivery Fees and requirements may apply. To check whether the product(s) you are ordering are Big & Bulky, view the Delivery tab on the product information page.
     

Do I receive MYER one shopping credits for online purchases?
  • MYER one members will receive shopping credits in accordance with the MYER one Terms & conditions if they have added their MYER one number to their account or as part of the checkout process

Can I add a personal message to my order?
  • Yes. You will notice a section in the checkout where you can enter a personal message with each item, along with gift wrapping options. This message will be delivered with your order.

Can my order be gift wrapped?
  • Yes, you can select this option in the checkout process. Gift wrapping is $7.95 per item and includes your own personal message.

Can I use a Myer Gift Card?
  • Yes you can use your Myer Gift Card for online purchases. Myer does not presently accept Coles Group and Myer Gift Cards or Shopping Centre Gift Cards online. Check the Gift Card Terms of Use for a complete list of products and service exclusions.

DELIVER

How do I track my order?
  • We will send you an email when your order has been despatched. Within this email you will receive a tracking number that allows you to follow the progress of your delivery via the carrier.

    From time to time we will need to despatch your order from multiple locations, in which case you will receive an order update for each shipment and tracking numbers for each parcel for you to monitor the progress. Please note you do not incur any additional postal charges when your order is despatched from multiple locations.

What if my order is incomplete or damaged?
  • If your order is incomplete or damaged, please contact our Customer Service team on 13 69 37 between 9am and 6pm, Mon - Sat.

Do you deliver internationally?
  • Currently Myer offers delivery to Australian postcodes only.

What are the delivery charges and timeframes?
  • We're pleased to offer FREE standard delivery on orders totalling over $100 Australia-wide (except for Goods that require Special Delivery);

    Orders totalling under $100 will incur a shipping fee of $9.95. We know you want your goods as soon as possible and our orders are generally dispatched within 1-2 days of order placement, at which time you will receive an email notification. Once dispatched, the delivery is handled by our fulfilment partner, Australia Post. Overall delivery timeframe expectations are outlined in the table below.

        Standard Parcels
    (FREE for orders >$100)
    Click and Collect 
    FREE
    Big + Bulky Parcels
    ($65)
    AUST-WIDE Metro, Suburbs and
    most regional areas
    3-7 days < 5 days 7-14 days on a date
    agreed by you and Myer Online
      Regional WA, NT, QLD 7-10 days    

    Special delivery items - please note that we do have items that fall outside of the standard parcel rate such as:

    • Gift Card Orders - $4.95 delivery
    • $65 for each Big and Bulky item delivered within metropolitan regions. Big and Bulky items can only be delivered to metropolitan regions and will incur a shipping charge of $65. Big and Bulky items take slightly longer to deliver due to their nature as shown in the table below.

    If your order cannot be fulfilled we will contact you and keep you up to date with the anticipated delivery timeframe.

    Click here for more details on delivery charges.

 

CLICK & COLLECT

What is Click & Collect?
  • Click & Collect is a FREE service which allows you to select and order goods online and collect from selected Myer stores. There are no delivery charges and no waiting around at home for your delivery to arrive.

    Click & Collect orders are available for free pickup at all Myer stores, subject to stock availability.

How does Click & Collect work?
    1. Choose from the great range of goods available on the Myer website.
    2. Add the item to your bag and proceed to the checkout.
    3. Select the 'Click and Collect' option and the store.
    4. You will be notified by email to acknowledge that your Order has been received.
    5. A team member from the relevant 'Click & Collect' store will pick and process your Order. You will receive a second notification by email when your Order is ready for collection.
    6. Visit your nominated 'Click & Collect' store with your ‘Ready for Collection’ Order confirmation email and photo identification. Once the team member has verified your transaction, you may collect the goods.
When can I collect my items?
  • When your order is ready for collection, you will receive a notification email from your nominated store. During major sales events (such as Stocktake Sale and Mid Season Sale), Click & Collect may be temporarily unavailable.

    To avoid disappointment, please remember to wait for your second email from Myer. The first is a confirmation that we have received your order, the second 'your order is ready to pickup' is letting you know that your order is ready. If you come into store before receiving the second email your order will not be ready for you yet. The second email includes confirmation of the store address and instructions on where to pickup your order from within the store.

What do I need to bring along to collect the goods?
  • Please bring a copy of your order confirmation email (on your smart phone is fine) and photo identification.

    Not all items are available for Click & Collect, for example big and bulky items.

If an item is not available for Click & Collect, does this mean I cannot get the item from a neighbouring store?
  • No, an item that is not available for Click & Collect may be available at a neighbouring store. The best way to receive these items is to arrange delivery or contact the store directly.

Can someone else pick up my order?
  • You may nominate a representative to collect the goods on your behalf. Be sure to add their name to the order form. When collecting the Order, the representative must supply a copy of the ‘Ready for Collection’ Order confirmation email and photo identification.

    You can contact our Customer Service Centre to arrange for someone else to pick it up or alternatively you may elect to have the order delivered to your home. A delivery fee may apply.

 

RETURNS & EXCHANGES

Can I return or exchange my product?
  • We know it can sometimes be hard to choose the right items online and we want to make sure you're completely happy with your purchasing experience with Myer. So we've made the process of returning anything that you have changed your mind about or is simply 'not quite right' as easy as possible. There are some exclusions, however you can choose to return or exchange your item within 30 days, either in one of our 65+ store locations, or by return mailing it to us (see below for details). We aim to have all mail returns processed within 7 days.

    We simply ask that:

    1. Items are unworn and unused (with the original tags and hygiene seals in tact)
    2. Items are in the original packaging (which needs to be in original condition)
    3. You retain your proof of purchase
    4. The product is not excluded merchandise. Click here to check if your product is an excluded product.

    Essentially - we still need to be able to sell it to a good home where it will be loved (seems only fair!). So we suggest you try on any items you might not be sure about with their tags etc still attached. Please note that we do have a list of excluded merchandise that we cannot accept change of mind returns on. See our full returns policy for more details.

How do I return or exchange an item?
  • Our No Regrets Returns Policy means you can seek to return or exchange an item so long as it's within a reasonable period of time from the date you received your delivery (in most cases a reasonable period of time is deemed to be 30 days). We recommend you take advantage of our FREE in-store returns at any of our 60+ store locations.

    Alternatively, you can return your item by post. Simply log in to your online account to arrange your postal return.

    If you're a guest customer, you can contact our Customer Service Centre to arrange a postal return or exchange. Please see our returns and exchanges page for full details.

I've been sent a gift - how do I return or exchange it?
  • As a gift recipient you have the same opportunities as a purchaser to exchange or return your item. All you need is your order confirmation and or Packing Slip or any other documents that show your purchase as proof of purchase, which would have been delivered with your item. Please note that if you require a refund it will be in the form of a Myer Gift Card.

What proof or purchase do I need to present for an online return or exchange?
  • Our returns policy applies to all purchases made from Myer, whether in store or online. To complete a return or exchange in store you will need to present the Order Confirmation Email and or Packing Slip you received with the merchandise. Change of mind returns, as outlined in our Returns policy, must be requested within 30 days of the sale. Please note that when the Order Confirmation email is presented and a refund is to be given, it can only be processed to the same credit card tender if the cardholder and the same card are present, otherwise a Myer Returns Card will be issued. With a Packing Slip, if a refund is to be given, a Myer Returns Card will be issued.

The item I have purchased has been recalled, what do I do?
  • If an item you have purchased has been recalled please return the item to any one of the 65+ Myer stores across Australia or alternatively call our Customer Service team to discuss alternative arrangements.

    For a listing of recent product recalls, click here product safety recalls.

 

EBAY

Is the eBay Myer store the same as Myer Pty Ltd?
  • Yes. The eBay Myer store is part of Myer Pty Ltd.

How can I get in touch?
  • Please contact us using the contact seller feature on the eBay Myer store product page or call 13 69 37 Monday to Wednesday & Saturday between 9am - 6pm AEDT, Thursday & Friday 9am – 9pm AEDT, and Sunday 10am – 5pm AEDT.
    Please ensure you include your full name, email address, contact telephone number and your order number (if applicable).

What payment methods can I use on the eBay Myer store?
  • The eBay Myer store accepts PayPal.

Are all products that are in store, or on Myer.com.au, available on the eBay Myer store?
  • No, not all products that that are stocked in a Myer store or on Myer.com.au are visible on the Myer eBay store. We are constantly adding new products to our range, so please be sure to check back again soon.

Can I bid on products on the eBay Myer store?
  • Currently the eBay Myer store only offers fixed "buy it now" pricing.

Do I receive MYER one shopping credits for eBay Myer purchases?
  • No, MYER one members are not eligible to receive MYER one shopping credits on the eBay Myer store.

Does the eBay Myer pricing ever differ from the Myer.com.au pricing?
  • Yes, eBay and Myer may elect to offer exclusive promotions for our eBay customers that are different to the Myer.com.au pricing.

Are the items sold on the eBay Myer store brand new?
  • Yes, all items sold on the eBay Myer store are brand new.

Can I use Myer gift card?
  • Presently, we do not accept Myer Gift Cards as a form of tender on the eBay Myer store.

Is Click & Collect available on the eBay Myer Store?
  • Yes, Click & Collect is currently available from the eBay Myer Store.

Do you deliver internationally from the eBay Myer store?
  • Currently we offer delivery to Australian postcodes only.