Australia Postcards - Help and Frequently Asked Questions
Welcome to the Australia Postcards Help and Frequently Asked Questions (FAQ)
The Help and FAQ is comprised of the following parts:
Products,
Ordering,
Payments,
Delivery,
Refunds and Returns, and
Other.
If the question you would like answered is not here, or if you would like a more detailed answer or further information, please contact: customerservice@australiapostcards.com.au.
How to Buy in Brief
Standard Postcards
1. Choose a postcard/s
2. Purchase the postcard/s by clicking Add to Cart/View Cart or completing the Bank Deposit Order Form (1 domestic or international postage & handling payment will be added automatically when you checkout.)
Success! The requested postcard/s will soon be sent to your specified mailing address. (Please see the Ordering and the Payments Help and FAQ for further information.)
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Q11. I have clicked on Proceed to checkout; but the item is sold out?
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Q18. How can I pay for my postcard/s? (Credit Card and Paypal Payments)
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Q18A. How can I pay for my postcard/s? (Bank Deposit Payments)
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Q24. How do I claim my free postcard/s (and Postcard Voucher Redemption Form)?
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Q31. What is your policy when postcards are Return To Sender?
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Q33. What do I do if I receive a postcard, which is not the one I ordered?
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Q34. How soon do I need to advise you if I no longer want a postcard?
PRODUCTS
Q1. What kind of postcards do you stock?
We stock postcards from around Australia and from a number of publishers. All postcards that appear on the website have accompanying Title, Caption, Number, Dimensions, Finish and Publisher information.
Q2. What postcards are available?
We try to ensure that all postcards displayed on the website are available; however, there will be occasions when a postcard is either Sold Out or Currently Unavailable. If a postcard is Sold Out it will appear that way at the "Proceed to checkout" stage; if a postcard is unavailable it will appear that way at the "Add to Cart" button. If you would like to know when a postcard will be in stock or available again, please email customerservice@australiapostcards.com.au. Postcards that will not be available in the future will be removed from the website.
ORDERING
Postcards can be ordered in one of two ways. The way in which you should order depends upon the way in which you will pay: Credit Card and Paypal or Bank Deposit.
Q10. How do I order? (Credit Card and Paypal Payments)
Browse through our postcard range by clicking on the Postcard tabs at the top of the screen and clicking through to the postcards that appeal to you. When you find a postcard that you would like to order select the quantity by using the Quantity drop-down list and highlighting the desired number, and then click Add to Cart. You can keep browsing and keep adding postcards in this way. Standard Postcard prices are not inclusive of postage and handling; therefore, one Within Australia ($3.00 AUD) or one International ($30.00 AUD) Postage and Handling charge will be added automatically when you checkout (Please note that a single payment covers an unlimited number of postcards delivered to a single mailing address.). When you have enough postcards and would like to checkout click on the View Cart link, and you will be taken to Your Shopping Cart. While you are at Your Shopping Cart you can increase the quantity of a particular postcard or remove a postcard from your cart by making the change and then clicking on Checkout with PayPal. Alternatively, if you would like to shop for more postcards you can click Continue shopping and you will be redirected to www.australiapostcards.com.au. Once you have made your further selections click on View Cart again; then click Proceed to checkout and you will be led through the process of supplying your payment details and finalising your order via the secure Paypal payment website.
Q10A. How do I order? (Bank Deposit Payments)
Browse through our postcard range by clicking on the Postcard tabs at the top of the screen and clicking through to the postcards that appeal to you. When you find a postcard that you would like to order take note of its Number (e.g. 1, 15 etc) - you will need this information when you complete the Bank Deposit Order Form. When you have chosen enough postcards and would like to purchase them click on the Bank Deposit Order Form tab and then complete the form. Standard Postcard prices are not inclusive of postage and handling; therefore, please remember that either one Within Australia ($3.00 AUD) or one International ($30.00 AUD) Postage and Handling charge will be added to your invoice when ordering standard postcards (Please note that a single payment covers an unlimited number of postcards delivered to a single mailing address.). If you would like to purchase more than 3 postcards, please complete one or more further Bank Deposit Order Forms. We will send you an invoice by the end of the next working day. The invoice will include Australia Postcards' Bank Account Details that are necessary for you to make the Bank Deposit payment. (Please note that if you bought more than 3 postcards, the invoice emailed to you will contain the complete order.)
Q11. I have clicked on Proceed to checkout; but the item is sold out?
We will endeavour to indicate to you while you are browsing www.australiapostcards.com.au whether a particular postcard is available; however, it may be the case that some high volume postcards appear as Sold Out when you "Proceed to checkout" with Paypal. If this is the case you can: increase the order quantity of postcards that are in stock; continue shopping for substitute postcards; or, complete your order without the sold out postcards.
Q12. Why does the site only show prices in Australian Dollars (AUD) when I'm paying in another currency?
Paypal will convert Australian Dollars to the currency in which you would like to pay at the checkout stage. The actual charge will depend on Paypal's exchange rate at the time of processing the transaction. "PayPal's Multiple Currencies feature allows users to send payments in Australian Dollars, US Dollars, Canadian Dollars, Euros, Pounds Sterling, Yen, New Zealand Dollar, Swiss Franc, Hong Kong Dollar, Singapore Dollar, Swedish Krona, Danish Krone, Polish Zloty, Norwegian Krone, Hungarian Forint, Mexican Peso, Israeli New Shekel, or Czech Koruna." When paying by Bank Deposit, Australia Postcards will convert Australian Dollars to the currency in which you would like to pay at the account creation stage using the Commonwealth Bank Foreign Exchange Calculator: https://www.commbank.com.au/international/foreign-exchange-calculator.html. The actual charge will depend on the Commonwealth Bank's exchange rate at the time of creating the invoice.
Q13. Do I have to pay extra for postage and handling?
Yes – there is a low flat rate of $3.00 AUD within Australia and $30.00 AUD International for an unlimited number of postcards sent to a single mailing address. For example, if you buy 10 postcards and have them sent to a within Australia address the total cost will be $13.00 AUD [(10 x 1.00 = $10.00) + $3.00], and if you have them sent to an outside Australia (International) address the total cost will be $40 AUD [(10 x 1.00 = $10.00) + $30.00].
Q15. Can I cancel my order once it has been placed?
If you decide that you do not want the postcards that you have ordered and they have not been posted, you may request a refund. If you wish to cancel an order please email customerservice@australiapostcards.com.au (preferably with "CANCEL" in the subject line) or phone and leave a message at your earliest convenience with your request. If the postcards have been sent then you will then need to return the postcards to Australia Postcards (please see the Refunds section).
Q16. When do I get an invoice?
If you are paying through Paypal, a Paypal invoice will be presented to you at the time of purchase. If you are paying by Bank Deposit, an Australia Postcards invoice will be emailed to you by the end of the next working day.
Q17. Can I see my previous orders?
If you would like a copy of a previous order please contact customerservice@australiapostcards.com.au and we will endeavour to email you a copy of the relevant receipt.
PAYMENTS
We accept credit card and Paypal payments online through Paypal's online payment service as well as payments by bank deposit.
Q18. How can I pay for my postcard/s? (Credit Card and Paypal Payments)
If you would like to pay with your credit card simply "Proceed to checkout" and click "Continue" under the "Don't have a Paypal account?" option. You do not need a Paypal account to pay by credit card through Paypal's online payment service. Also, where available, you will have the option to pay with your bank account without a Paypal account. If you do have a Paypal account you can fund your payment with your debit card, credit card, bank account or PayPal balance.
Q18A. How can I pay for my postcard/s? (Bank Deposit Payments)
If you are paying by Bank Deposit we will send you an invoice by the end of the next working day. The invoice will include Australia Postcards' Bank Account Details that are necessary for you to make the Bank Deposit payment. When transferring the money to Australia Postcards' Bank Account, please ensure that the account description (the description that will appear on the Australia Postcards' Bank Account statement) is filled out with your unique invoice code (e.g. APInv12) to enable easy tracking of your payment. We also recommend that you leave a similar transaction description (to appear on your own receipt/statement) for your own records.
Q19. What is Paypal?
'Paypal is an online payment solution with 325 million active account holders worldwide. Available in more than 200 markets and in more than 100 currencies around the world, PayPal enables global ecommerce by making payments possible across different locations, currencies, and languages.'
The service allows buyers to pay for things in real-time; without a fee; and, without sharing their financial information with the seller whether they pay through credit card, bank account, buyer credit or account balance.
To learn more about Paypal, please visit the following links:
Send Money with Paypal: https://www.paypal.com/au/webapps/mpp/send-money-online
Paypal Security Center: https://www.paypal.com/au/webapps/mpp/paypal-buyer-protection
You should read the Product Disclosure Statement because it gives "you the information you require to make an informed decision about whether or not to register for and use the PayPal Service.": https://www.paypal.com/au/webapps/mpp/ua/cfsgpds-full
To learn even more about PayPal please visit www.paypal.com/au or www.paypal.com.
Q20. Is your site secure for credit card purchases?
Yes, PayPal securely processes payments for Australia Postcards (See the Paypal Security Center for more information: https://www.paypal.com/au/webapps/mpp/paypal-buyer-protection. Also, your credit card details are not shared with Australia Postcards when you purchase by credit card through Paypal.
Q21. Do you offer lay-by or instalment payments?
No, payment must be made in full at the time of sale.
Q22. Do your prices include GST?
No, but Australia Postcards is not currently registered for GST, therefore GST is not applicable.
Q23. When do I get a receipt?
If you have paid through Paypal, you will receive an email receipt from Paypal as soon as the payment has been processed. Once your order has been approved by Australia Postcards and usually no later than the working day following the day on which the payment has been approved by Paypal, Australia Postcards will send a follow up Australia Postcards receipt to your registered billing email address. If you paid by Bank Deposit, once Australia Postcards has received the balance of the invoice an Australia Postcards receipt will be emailed to you usually by the end of the next working day.
Q24. How do I claim my free postcard/s (and Postcard Voucher Redemption Form)?
If Australia Postcards is running a postcard promotion and if you qualify for one or more free postcards by buying a certain number of postcards in one transaction you can either claim your postcards following your purchase through the Voucher Redemption Form (No voucher code is required, and, unless otherwise instructed, the free postcards will be sent with your order.), or have the Standard Postcard Voucher emailed to you with or at a similar time to your follow up Australia Postcards Receipt and redeem it later. Unless otherwise specified, the voucher will expire 6 months after the date of issue. To redeem your voucher complete the Voucher Redemption Form, and enter the Voucher code in the relevant field. Please note that you can use the voucher once, only. When you redeem a Standard Postcard Voucher you will need to pay the postage and handling charge of $3.00 AUD within Australia and $30.00 AUD International, and a postcard will be sent for you as if you had purchased one. You are welcome to redeem multiple Standard Vouchers, or buy more standard postcards at the same time, and have these sent for the one postage and handling fee, which covers an unlimited number of postcards sent to a single mailing address.
DELIVERY
Q25. Where do you deliver?
We deliver postcards within Australia and internationally.
Q26. Is there an extra postage and handling fee?
For standard postcards there is a low flat rate of $3.00 AUD within Australia and $30.00 AUD International for an unlimited number of postcards sent to a single mailing address. For example, if you buy 10 postcards and have them sent to a within Australia address the total cost will be $13.00 AUD [(10 x 1.00 = $10.00) + $3.00], and if you have them sent to an outside Australia (International) address the total cost will be $40.00 AUD [(10 x 1.00 = $10.00) + $30.00].
Q27. Which postal service do you use?
We use Australia Post.
Q28. When will my postcard order be sent?
Your postcard order will typically be sent the working day following the day your payment is approved (Please note that Paypal payments are usually approved in real-time on the day of purchase.).
Q29. How do I know when my postcard has been sent?
On the day that your order is posted we will notify you by email with an Australia Postcards Receipt and Posted Notification.
Q30. How long before the postcard/s are received?
After the postcards have been posted they should arrive at within Australia addresses within 2-6 working days, and arrive at International addresses within 60 working days. Most postcards sent arrive within these transit times. However, if the recipient has not received their postcard 3 working days after the end of the specified transit times, please notify customerservice@australiapostcards.com.au and quote your order number, and we will investigate the delay.
Q31. What is your policy when postcards are Return To Sender?
If postcards are returned to Australia Postcards (RTS) we will email your billing address and notify you as such and request that you check the mailing address. If the reason for the postcard's return is that we have made an address error or postage error we will upon clarification immediately resend the postcards at our expense. If, however, the reason for the return of the postcards is because of an error or inaction on your part, and we incur additional postage charges for it to be returned to us and resent to your corrected, completed or restated address, then we reserve the right to pass the additional charges incurred on to you, as a condition of sending the postcards again for you. If you opt to cancel the order for the returned postcards then we will waive the additional charges.
RETURNS AND REFUNDS
Q32. What do I do if I receive a damaged postcard?
If you receive a postcard that is damaged please contact us at customerservice@australiapostcards.com.au and advise us of the nature and extent of the damage as well as include a digital photo of the postcard. Please also advise us of your name, contact details and order number. Australia Postcards will replace any items damaged in transit, excluding ordinary delivery wear and tear.
Q33. What do I do if I receive a postcard, which is not the one I ordered?
If you receive a postcard that is not the one you ordered please contact us at customerservice@australiapostcards.com.au and advise us of Title and PC Number of the received postcard as well as the Title and the PC Number of the ordered postcard. Please also advise us of your name, contact details and order number. If we have sent the incorrect postcard we will send a replacement postcard free of charge.
Q34. How soon do I need to advise you if I no longer want a postcard?
If you decide that you do not want the postcards that you have ordered we will give you a refund. Please email us at customerservice@australiapostcards.com.au, or phone and leave a message at your earliest convenience with your cancellation request.
If you decide that you do not want the postcards that you have ordered but they have already been sent then you will need to notify us of your intention to return the postcards by emailing customerservice@australiapostcards.com.au within 11 working days of the date on your receipt. You will then need to return the postcards to Australia Postcards by sending them to our mailing address at your expense. Once we have received the returned postcards we will refund your purchase.
Q35. How and how soon will I be refunded?
Once your refund has been approved by us you will typically be refunded in two working days. We will send you either a notification of receipt of your returned postcard and/or an email issuing you a credit refund. You will either receive a refund into your nominated bank account (for non Paypal account holders) or Paypal account (for Paypal account holders), or, if you wish, a postcard voucher credit, which you can redeem on a future purchase. Please note that Australia Postcards is not able to re-credit your credit card. If you have not received your refund 2 working days after your approval notification, please contact customerservice@australiapostcards.com.au.
OTHER
Q36. Do you offer online accounts?
We do not offer an online account service. If you would like a copy of a previous order please contact customerservice@australiapostcards.com.au and we will endeavour to email you a copy of the relevant receipt.
Q37. Where can I leave feedback, testimonials or suggestions in relation to your service and website?
We welcome customer feedback and ask that you email your comments to customerservice@australiapostcards.com.au. In most cases we will reply to your comments within a few working days.
Q38. Do you have a newsletter?
We will shortly be releasing an email newsletter that you will be able to subscribe to with your email address and which will feature new postcards, highlighted postcards and promotions. Until that time this type of information will appear in the Blog section that can be accessed through the General Info tab on the Australia Postcards website.
Q39. Do you sell from your website, only?
Yes, Australia Postcards does not currently have a bricks-and-mortar shop, and sells from the Australia Postcards website, only.