ORDER CHANGES, RETURNS & ADJUSTMENTS
Why was my order refunded?
Occasionally, orders may be refunded when stock is unavailable at the time of fulfillment. If this happens, you’ll receive an email confirming your refund. As restocks are not always immediate, we may be unable to fulfill the item within a short time frame.
How can I cancel an order?
If you wish to cancel your order, please contact us as soon as possible.
Once your order has been placed, you have a 2-hour cancellation window by contacting our Customer Service Team at onlinecs@directchemistoutlet.com.au.
If your enquiry is submitted over the weekend, we will respond on the next working day and advise whether your order is still eligible for cancellation or has progressed to dispatch.
After the 2-hour window, your order may already be in the fulfillment process and can no longer be cancelled. If it has been dispatched, you may return it to our warehouse at your own cost in line with our returns policy.
Please note that some products are not eligible for return once dispatched.
Can I update my address on my order?
If you need to update your address after placing an order, please contact our Customer Service immediately, as orders are processed quickly through our system.
Reach out to our friendly Customer Service Team at onlinecs@directchemistoutlet.com.au with your updated address, and we will do our best to make the change promptly.
Please note, that if your order has already been dispatched, we are unable to amend the delivery address.
What do I do if a product from my order is received damaged, missing or not as ordered?
We make every effort to ensure your order arrives in perfect condition. However, if you receive a damaged, missing, or incorrect item, please contact our Customer Service Team immediately after receiving your order.
Please include your order number and any relevant photos so we can assist you promptly.
Kindly note that product packaging or appearance may vary slightly from the images shown on our website.
How can I get a copy of my Tax Invoice?
If you require a copy of your invoice please contact us through the Contact Us page.
Can I return products in-store that have been purchased online?
All returns for online orders must be processed through online Customer Service. You can find more information inside our Contact Us page. We kindly ask that you contact us prior to initiating any returns, so we can assist you with the proper procedure.
To learn more about our return policy, including details on what can and cannot be returned, please visit our Return Policy page.
Can I refund or exchange products I’ve ordered online?
To learn more about our returns policy, including what can and cannot be returned, please visit our Returns Policy page.
If your order is eligible for a return, please submit your request via our Contact Us page.
Please note that items purchased online cannot be returned in-store.
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.