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  • Order Enquiries

    Is my order confidential?  

    We value our customers privacy, as such, all information collected by Direct Chemist Outlet is strictly confidential.

    We do not provide this information to any other party for any purposes.

    Direct Chemist Outlet is legally bound by conditions of employment to the confidentiality of your order and personal details.

    How can I cancel an order?  

    If you would like to cancel an order please let us know as soon as possible as in most cases, orders are dispatched within 1-2 business days.

    When your order is placed, you will have a 2-hour timeframe to manually cancel your order by contacting our friendly Customer Service Team at OnlineCS@directchemistoutlet.com.au

     

    Orders that are in fulfillment cannot be cancelled due to our system processing the order efficiently. If you would like to cancel your order beyond this stage you can post the order back to our warehouse at your own cost in accordance with the Direct Chemist Outlet returns policy.

     

    Prescription Medications, Baby Formula, Earrings, Vitamins, Fragrances and other consumable products are unable to be refunded or returned once they have been dispatched.

    How can I track how my order is progressing?  

    You can track your order status using the tracking number provided in your order confirmation email.

    Once your order has been dispatched, you can see the latest information Australia Post has on your order.

    If for any reason you do not receive your tracking number or you believe there may be problems with your delivery please contact our friendly Customer Service Team here.

    How can I update my address on my order?  

    If you need to updated your address after your order has been placed, you will need to inform us immediately as orders process through our system quickly.

    Please contact our friendly Customer Service Team here with your updated address and we will endeavor to alter your order promptly

    What do I do if a product from my order is received damaged, missing or not as ordered?  

    We make every effort to ensure this does not happen, however; if the above has occurred you will need to contact out friendly customer service team here within 7 days of receiving your order. Please include any relevant photos along with your order number and we will assist you further.

    How can I get a copy of my Tax Invoice?  

    You will receive a copy of the tax invoice with your online order.

    If you would like to request an additional copy of this invoice, please email us with the relevant order number here to request this.

    Can I refund or exchange products I’ve ordered online?  

    You can post the item back to us and we will refund accordingly once the product arrives, in accordance with our returns policy.

    Products we cannot accept returns for include medication, baby formula, vitamins, fragrances and consumable products.

    Unfortunately, you are unable to return items from your online order in store.

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