HELP

NEED HELP?

Call 1300 553 520 or Chat between 8am - 8pm AEST Monday to Saturday and 10am - 8pm AEST Sundays.

Email help@universalstore.com.au at any time and we will respond as soon as possible between the hours above.

Please note, our Help Centre is closed during Queensland Public Holidays.

UNIVERSAL STORE SHIPPING POLICY

EXPAND ALL

UPDATES

Latest News from Our Shipping Providers 📦

GENERAL DOMESTIC DELIVERIES UPDATE
Tuesday 9th November 2021

Please be advised, some delivery delays within the Australia Post & Aramex Network may occur due to extended COVID-19 restrictions, limited flights and high parcel volumes. For all updates concerning domestic delivery and potential delays, please click here for AusPost and here for Aramex

On behalf of our shipping providers, we sincerely apologise for any inconvenience you may experience. Thank you for your patience and understanding.

CHRISTMAS 2021 DELIVERIES 🎄

CHRISTMAS 2021 DELIVERIES
Tuesday 9th November 2021

Our shipping providers are encouraging all customers to be as early as possible with their Christmas shopping this year. To receive your Universal Store parcel by Christmas Eve (24th December 2021), our shipping providers advise ordering by the following dates:

Order Destination State Standard Delivery Express Delivery
NSW, QLD, SA, TAS, VIC 13 December 20 December
WA, NT 8 December 15 December
International Please refer to the AusPost website here for all International updates. 

Please note: The dates provided above are for items posted to metro areas. Regional areas may need to order earlier than the dates specified above.



AM I WITHIN THE AUSTRALIA POST EXPRESS POST DELIVERY NETWORK?

Enter your Post Code here:

YES! You are in the express post parcel network.
This means that Aus Post can deliver express to your area. Head to the Aus Post Updates Page for the most up-to-date information and alerts.

NO! Sorry, the Post Code you entered is not in the Express Post Delivery Network. To receive an estimate on your delivery times using standard shipping, head to this Australia Post page and enter 4012 as the origin Post Code.


GENERAL PRICES & DELIVERY WINDOWS

 

Order Before

Arrive*

Cost

Click & Collect
(In-Store Pick Up)

2 hours before selected store closing time

Pick up in-store

FREE

For all orders

Same Day Delivery

12pm anyday

Same day

FREE

For orders over $175

$12.95

For orders under $175

Express Post

Anytime

(For addresses in the Express Post Network)

1-3 business days after dispatch

FREE

For orders over $125

$9.95

For orders under $125

Standard Post

Anytime

Up to 6 business days after dispatch

FREE

For orders over $50

$9.95

For orders under $50

*Shipping timeframes are estimates only, and may vary based on the dispatch and/or delivery state, shipping partner and other influences outside Universal Store’s control.

MORE SHIPPING INFORMATION

Same Day Delivery within Australia

Same Day Delivery within Australia


WHERE IS SAME DAY DELIVERY OFFERED?

Our Same Day Delivery Service is available if you reside within a 20km radius of one of our participating stores. To find out if your delivery address qualifies for Same Day Delivery at this time, please:

  • Enter your address in the filter when shopping on a category page; or
  • Click ‘Check availability’ when shopping on a product page.

WHY CAN’T I SEE A PARTICULAR PRODUCT?

If you’re unable to see a particular product with the Same Day Delivery filter on, it means unfortunately that product isn’t in stock near you at this time. To purchase that particular product, we recommend turning off the filter and using the Standard or Express Shipping methods instead.

WHY CAN’T I SEE SAME DAY DELIVERY IN THE FILTER?

After entering your address, it may be the case that Same Day Delivery isn’t available near you. If there’s a Universal Store within a 20km radius of you, please check back soon! We’re rolling out our Same Day Delivery network, and it will be available to you soon.

WHEN WILL MY SAME DAY DELIVERY ORDER BE SHIPPED?

Once your order has been placed, our Store Team will immediately begin the picking and packing process. Our Same Day Delivery partner will pick up your order ASAP, at which point you will receive a confirmation email from Universal Store, and an SMS from our delivery partner. Shipping estimates based on your order will be provided when you enter your address in the category filter or product page section.

Please note, if you order after 12pm we cannot guarantee your order will arrive the same day. Your order will be picked and packed when the store reopens the next day.

WHEN WILL MY ORDER ARRIVE? HOW CAN I TRACK IT?

As soon as our Same Day Delivery partner picks up your order, you will be sent an email from Universal Store and SMS from our delivery partner. The link in this SMS will allow you to track the order in real time on it’s way to your nominated address!

CAN I CANCEL OR UPDATE MY SAME DAY DELIVERY ORDER?

If you’ve made a mistake with your order details or items, we unfortunately cannot cancel or update the order as the process is so rapid. Your best option if you’ve ordered the wrong item or size and still want Same Day Delivery is to place a new order with the correct item. To cancel the incorrect order, please contact our Help Team and they will be able to assist you with your options. Contact us here

WILL MY DELIVERY BE LEFT IF I’M NOT AT HOME?

By default, our Same Day Delivery partner has the authority to leave your order if a safe place is available. A photo will be taken and uploaded into the system. If no one is home and there is no safe place to leave the parcel, it will be returned to the store. Our Help Team will then be in touch to arrange your options. You will need to pay a new delivery fee to have your order sent again.

IS SAME DAY DELIVERY AVAILABLE DURING WEEKENDS AND PUBLIC HOLIDAYS?

Same Day Delivery is available during weekends!

Same Day Delivery orders are sent from our stores. If the store near you is closed for a public holiday, you will be unable to shop using the Same Day Delivery service. We would recommend placing an Express Post order that day, or a Same Day Delivery order the next day.

CAN SAME DAY DELIVERY BE SENT TO PO BOXES?

No, our Same Day Delivery partners cannot deliver to PO Box addresses. It will not be an option when you create your order.

Standard and Express Shipping Within Australia

Standard and Express Shipping Within Australia

For Standard and Express Shipping orders, you may receive your order in multiple shipments. Orders will be dispatched the same or next day of your order being placed. To track your order, you will receive a Shipping Confirmation email containing the tracking number.

If you have issues with your order, please contact our friendly Help Team as soon as possible, and they will be able to advise.

Shipping Outside of Australia

Shipping Outside of Australia

Country/ Continent

Shipping Time Frame

Cost

New Zealand

5-10 business days

AUD$5

For orders over $100

AUD$10

For orders under $100

Asia

For specific country estimates, please clickhere.

AUD$30

For all orders

US & Canada

9-15 business days

AUD$25

For all orders

England, Scotland, Wales and Northern Ireland

10-18 business days

AUD$35

For all orders

Europe

For specific country estimates, please clickhere.

AUD$40

For all orders

Rest of the world

For specific country estimates, please click here.

AUD$50

For all orders

International shipping rates do not include any customs charges or taxes that may incur during shipping. Universal Store is not held responsible for any additional charges on your order, nor can we accept a return of the order in this case.

 

Other Shipping Policy Matters

Other Shipping Policy Matters

Universal Store is not liable for any loss as a result of wrongful delivery. All parcels dispatched from Universal Store with Australia Post request a signature on delivery. Australia Post does not have authority to leave a parcel unless you instruct the service otherwise.

If you choose to change the delivery instructions (e.g. to Safe Drop or Parcel Locker Delivery), Universal Store is no longer liable for the safe delivery of your order.

UNCLAIMED PACKAGES

If you provide an incorrect delivery address or the parcel is unclaimed through Australia Post or any of our other shipping providers, the customer is liable to pay for the second delivery.

CLICK & COLLECT ORDERS

Use Click & Collect
at the checkout.

We’ll confirm when
your order is ready.

Pick up your order at your
selected Universal Store location!

HOW CLICK & COLLECT WORKS

  1. Set your nearest in store location using your geo-location or postcode. You can then Click & Collect any product that is marked in stock at your nearest store.
  2. Once your order is processed, you’ll receive an SMS or email confirmation letting you know that it’s ready for collection at your chosen store.
  3. To pick up your order, bring your confirmation email and show one of our friendly team members at the front of the store.


CLICK & COLLECT FAQS

EXPAND ALL
Is Click & Collect free to use?

Yes! There is no minimum order value to receive this service.


Where is Click & Collect available?

At most of our Universal Store locations around Australia. To check if there’s a store near you, please use the ‘Your Store’ Locator in the navigation bar.


Is Click & Collect available for every product?

Many of the products on our online site will be available to Click & Collect at your nearest store. Unfortunately not all of them will be however. To see if the product you would like is available in store, click the ‘In-Store’ tab on the product page and select your size. This will tell you if a product is in-stock and available for collection. If it is out of stock at your selected store we will show you the closest store with stock available.


How soon can I collect my purchases after ordering them online?

Orders are usually ready for collection within 90 minutes of purchase or 90 minutes after the store opens if you purchase outside store hours or within 90 minutes of the store closing. Please wait for your SMS confirming your order is ready before coming in store.


How long will my order be held in the store for?

Click & Collect orders will be held at your selected store for 14 days. After this time our Help team will be in touch to organise delivery or refund.


How will I know my order was successful?

You will receive a confirmation email and an SMS. If you haven’t received an order confirmation email please check your ‘Junk’ folder. If you still have not received an email or SMS, please contact our Help team.


Can someone else pick my order up on my behalf?

Yes. If you would like someone else to collect your order for you, you will need to send them a copy of your ‘Ready for Collection’ email. Universal Store can take no responsibility for orders fraudulently collected where the ‘Ready for Collection’ email with the corresponding barcode was presented. Please keep your email passwords secure at all times.


Where can I find the trading hours and address of the store I’ve chosen?

By using our Store Locator here.