Frequently Asked Questions
Shipping
How much is shipping?
Orders under $150 are $12.50 Standard or $15.00 Express. Orders of $150 and over ship free with Standard post, with Express available as an upgrade. Some heavy or oversized items are excluded from free shipping — the charge is shown at checkout.
How long will my order take?
Orders are processed within 1 to 3 business days, then travel with Australia Post or StarTrack. Delivery time after that depends on where you are.
Can you deliver to a P.O. Box or Parcel Locker?
Yes, anywhere in Australia.
Do I need to sign for my parcel?
Not usually. Add a note at checkout if you would like to. High-value items require a signature automatically.
Where is my order?
Your shipping confirmation email has a tracking number, and tracking is in your account. If it has been 14 business days since that email, or 45 for international orders, email [email protected] with your name and order number.
Do you ship overseas?
Yes, to 17 countries including New Zealand, the United Kingdom, the United States and Canada. Full list on the shipping page. Import duties and taxes are the recipient's responsibility.
Returns
How long do I have to return something?
30 days from purchase.
What condition does it need to be in?
Tags attached, original packaging, no visible wear or use.
Can I get a refund rather than store credit?
Yes. A refund to your original payment method, a different product, or store credit — your choice.
My order arrived damaged. What now?
Email [email protected] with your order number and a photo of the item as it arrived. We deal with these case by case.
How long until I get my money back?
2 business days from when your return reaches our warehouse.
Orders and payment
Why does my bank statement say "ecomsuperstore"?
WhatYouNeed is part of the Ecom Superstore group, which processes payments for our stores. Your purchase is with us; the merchant name on your statement is Ecom Superstore.
How do I get in touch?
Email [email protected], call 07 3102 4881, or use the contact form. We are Australian owned and our support team is here.