Common Questions We've tried to answer most frequently asked questions in the following categories. Please call our Customer Service centre on 1300-OFFICE (633 423) if your question is not answered below.
Technical issues with www.officeworks.com.au Why can?t I see my home page?It?s possible that your home page may need to be reset by our Online Team. This won?t affect your account or your details. Please send us an email (link) or contact our Customer Service team directly on 1300-OFFICE (633 423). We apologise for any inconvenience.
I can?t remember my login details. How can I reset them?You?ll need to call us on 1300-OFFICE (633 423) Mon-Fri: 8.00am-7.00pm (EDST) to reset your login details. Our Customer Service team will reset them while on the phone with you.
I?ve forgotten my password. How can I have it reset?You can go to the login page, then enter you username and click on the link "forgotten your password". You will receive your new password by email within minutes..
The website is too large for my monitor ? I have to scroll horizontally to view the content.This is most likely due to the resolution of your computer monitor. To view the website at its optimal resolution, you?ll need to change the resolution of your screen. Our new website design is optimised for 1024 x 768 pixels. To change this resolution on your computer, go to Start / Control Panel / Display / Settings ? Then change the resolution of your screen to 1024 x 768. Click on "OK". Your new setting will be available within a few seconds.
I can?t find the product I?m looking for in the search box. What can I do to find it?Your search terms might be too precise; Try using broader terms. (i.e. Instead of ?glass top white desk? we would suggest searching for ?white desk?) Check your entry for spelling errors. If you have a catalogue, you can enter the product code directly into the search box.
Some elements of the website aren?t displaying correctly and some pages aren?t working properly. How can I fix this?Due to the changes we?ve made on the website, it?s possible that your computer hasn?t updated the pages in it?s memory. We suggest cleaning out the old temporary internet files and clearing your computer?s internet cache. To do this, open your browser (eg, Internet explorer), then click on ?Tools? (top of your browser), then ?Internet Options? In the section "Temporary internet files" click on ?Delete Files? then tick the box to ?delete all offline content?then click on ?ok?. Close your browser and try viewing www.officeworks.com.au. If the issue still occur please contact our Customer Service team on 1300-OFFICE (633 423) - Mon-Fri: 8.00am-7.00pm (EDST) or email us at support@officeworks.com.au
I?ve purchased over the required amount for the promotion and I haven?t received my free gift. What do I need to do to receive it?The free gift is not added to your order automatically. You need to select it from the ?My home? page and add it to your basket. To select your free gift, please log in.You are now on the ?My Home? page. You can see at the top ?Offers of the Month?. This is where you select your free gift. Click on the one you would like to receive and then add it to your basket by clicking on the ?add? button. Another way to select your free gift (when ordering from a catalogue) is to click on the ?order by catalogue? tab along the top of the screen. This allows you to enter the promotional code of the free gift and add it to your basket.
When I?m at the check out page, I keep clicking on the ?continue? button, but it keeps sending me back to this page. I can?t access the ?order confirmation? page.All information must be entered correctly at the Checkout page. Where this doesn?t occur, you won?t be able to progress any further. An error in red will appear at the top of the screen advising you what has occurred, indicating what specifically has not been entered correctly. Please review all the information on this page, make the necessary changes and then click on the ?continue? button again. You will be directed to the ?order confirmation page?.
When will my credit be charged? Is it when I enter my credit card details at the checkout page?Your credit card isn?t charge at the check out page. It will only be charged once you tick the box ?I accept the general terms and conditions (GTC)? and then click on ?Order Now? in the ?Confirm order? page.
Who can I contact if I need further assistance with the website?You can email us or call our Customer Service team on 1300-OFFICE (633 423) for assistance with the website. Mon-Fri: 8.00am-7.00pm (EDST).
Order Status How do I know that Officeworks BusinessDirect has received my order?Once you have placed your online order you will receive an email confirmation on the email address listed on your account details.
How can I check the delivery status of my order? Simply log in and click on the Order History link at the top of the page.
What should I do if I my order does not arrive by the specified date?If your order hasn't been delivered in the specified time frame, please call our Customer Service Centre on 1300-OFFICE (633 423).
Mon-Fri: 8.00am-7.00pm (EDST)
If you're calling outside business hours you can record a message. We will call you back in the morning of the next business day.
Orders What are my payment options when purchasing through Officeworks BusinessDirect?Officeworks BusinessDirect customers can pay by any credit card. We also offer a free 30-day account for approved customers. As a 30-day account holder, you can receive your goods straight away and pay the account off just once a month. You can take up to 30 days to pay. To find out if you qualify for a 30-day account, simply call us 1300-OFFICE (633 423).
Can I get a discount if I order large quantities of an item?Officeworks offers bulk prices on a range of everyday essentials, so you can save money while you stock up on supplies. Look for the bulk price symbol when you shop.
Can I enter a purchase order number when ordering?Yes. When reaching the Checkout page there is a field for your Purchase Order number to be placed, and tracked easily in the future.
How do I know if an item is in stock to purchase online?Add the product to your shopping basket and surf to My Shopping Basket. Then click on 'View' next to the product. This will show you whether your item is in stock or on backorder.
Can I cancel my order?Your Statutory Rights entitle you to a refund with proof of purchase if any product you order is defective, unfit for purpose or does not match the description or sample.
In addition to your statutory rights, at Officeworks BusinessDirect we offer a 30-day money back guarantee wherever possible. We are happy to refund or exchange as-new products if you are not completely satisfied with a product.
Refunds or exchanges on Software, Laptop Computers, Desktop Computers and Electronic Games are only available if they are unopened or in accordance with statutory laws. Therefore, our 30-day free trial is not available on these products.
I'd rather order by phone. What number do I call?You can order with Officeworks BusinessDirect by phone, fax, mail or the web.
Call our Customer Service Centre 1300-OFFICE (633 423) to place your order.
Mon-Fri: 8.00am-7.00pm (EDST)
Catalogue Are the products on the website the same as in the catalogue you mailed me?Yes, you can purchase most of the products in your Officeworks BusinessDirect catalogue online. If you can't find a particular product, call our Customer Service Centre on 1300-OFFICE (633 423).
What is the difference between the Officeworks BusinessDirect catalogue and the one I receive from Officeworks stores?The Officeworks BusinessDirect catalogue is for customers who are registered to order directly from Officeworks. Officeworks BusinessDirect customers can order from their catalogue by phone, fax or internet. To benefit from this service you need to be registered with Officeworks BusinessDirect.
The catalogue from your Officeworks store is not for direct ordering. It lets you know what's available at your Officeworks store, including new items and special offers.
Products and prices may vary between Officeworks Stores and Officeworks BusinessDirect.
Delivery How long will it take to deliver my Officeworks BusinessDirect order?If you place your order before 11:30am, we will deliver all in-stock items the same day in metropolitan Sydney, Melbourne, Brisbane and Perth. Big and bulky furniture items will be delivered the next working day.
Orders placed after 11:30am will be delivered overnight in Sydney, Melbourne, Brisbane, Adelaide, Perth and surrounding areas. In other regions, orders will be delivered in just a few days.
What are the delivery charges on my Officeworks BusinessDirect order?Delivery is FREE for orders of $50 or more (excluding big and bulky items) in Sydney, Melbourne, Brisbane, Adelaide and Perth. Orders below $50 in these areas will be charged $5.45 (incl. GST). All other areas will be charged a flat delivery fee of $25.95.
A nominal handling fee of $3.95 applies to all orders, however, handling fees will not apply on replacement orders or returned items. Can I arrange delivery through an Officeworks store?Yes. You can organise and pay for delivery when you buy at any Officeworks store.
Officeworks BusinessDirect customers can shop from over 10,000 products online or from their catalogues and have their purchases of more than $50 delivered to their door for free.
How do I find out what delivery zone I am in?If you'd like to find out if you're in a same day or other delivery zone call our Customer Service Centre on 1300-OFFICE (633 423) during our office hours:
Mon-Fri: 8.00am-7.00pm (EDST)
Returns How do I return something I ordered online?If you are not completely happy with any Officeworks BusinessDirect purchase, call us on 1300-OFFICE (633 423) and we will do everything we can to resolve the issue. Officeworks BusinessDirect offers you a 30-day free trial period for most products available with Officeworks BusinessDirect.* If you are not completely satisfied with your order, contact us within 30 days of invoicing. We will cancel your bill, refund your money or replace the item at no cost to you.
*Regrettably, we are unable to offer refunds or exchanges on custom print or promotional products. There is also no 30-day free trial on Computer Software and Electronic Games. Officeworks is committed to fair-trading. We will offer a repair, exchange or refund if products are defective, not fit for purpose or do not match the description or sample.
As long as you call within 30 days of your purchase, we can give you a full refund or exchange at no extra cost.
We regret we are unable to offer a 30 day free trial on Computer Software, Notebook Computers, Desktop Computers, Monitors, Ipods and Electronic Games. We can only offer refunds or exchanges on these items if they are unopened, or if the product is faulty, not fit for purpose, or does not match the description. We are also unable to offer a free trial on custom print and promotional products.
How long will it take for my return to be picked up?Customers inside the same day delivery zone will have their returned goods picked up within 1-2 business days. All other customers can expect to have their returned items picked up within 7-10 business days.
Store queries I want to visit an Officeworks store but I'm not sure which is closest?Find your nearest Officeworks store.
Where will I find details of Officeworks store opening hours?You'll find our hours of operation at Stores/Hours.
Website I'm having problems ordering online through Officeworks BusinessDirect. Who can I call for help?Contact our Customer Service Centre on 1300-OFFICE (633 423):
Mon-Fri: 8.00am-7.00pm (EDST)
Officeworks account How do I open an Officeworks Account? If you are a business customer, you can apply for an Officeworks Account online at Open an Officeworks Account. If you're not sure if you're eligible for this account, call Customer Service on 1300-OFFICE (633 423).
Can I use my Officeworks Account in Officeworks stores as well as online?Yes, you can get all your office supplies and do all your Printworks printing on your Officeworks Account.
Officeworks BusinessDirect 30-day Account How do I open an Officeworks BusinessDirect 30-day Account?Simply phone our Customer Service Centre on 1300-OFFICE (633 423) and we'll send you an application form.
Do I need an Officeworks BusinessDirect 30-day Account to shop online?No, the 30-day account is only for customers who prefer to manage their cash flow in this way. You can pay for your Officeworks BusinessDirect orders by credit card. Call Customer Service on 1300-OFFICE (633 423) to register with Officeworks BusinessDirect, or register online.
Can I use my Officeworks BusinessDirect 30-day Account in Officeworks stores as well as online?No, the 30-day account can only be used online or over the phone with our Customer Service Centre. Call our Customer Service on 1300-OFFICE (633 423) to register with Officeworks BusinessDirect or to find out more about our 30-day account.
Miscellaneous What's the difference between Officeworks and Officeworks BusinessDirect?We understand that time is money, so we've made it easy for you to get everything you need to run your business from one supplier. We do this by offering you a choice of ways to shop with us.
Officeworks retail stores offer more than 10,0000 quality office and technology products for home offices, students and small to medium size businesses. We even provide a quality printing and copying service for small business budgets. You'll find everything you need under one roof - along with helpful service, great prices and convenient parking. We have more than 90 stores throughout Australia, except the Northern Territory.
Officeworks BusinessDirect supplies everything your busy office needs in commercial rather than retail quantities. We make it easy by selling online and from a range of tailored catalogues. So you can sit down at your desk with a cup of coffee, and do all your shopping and purchasing. You can order your supplies from us via the internet, fax or phone. We'll deliver your order as quickly as possible - in fact, on the same day in some areas.
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