Frequently Asked Questions

How does Stockland Marketplace work?

Ordering and Customer Support

Q. Do I need to set up an account to place an order?

You can shop without creating an account. However, registering does have some benefits:
- Track your orders and review past purchases
- Request a return or exchange directly from your account
- Add sold out items and products you love to your Wish List
- Receive exclusive promotions
- Save your address and card details so you can shop even quicker next time

Please note: Emails from us may appear in your junk/spam folder.


Q. I’ve forgotten my password – what should I do?

To reset your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

Q. What happens when we receive a failed delivery attempt notification?

Please contact the freight company or local post office to collect/or arrange a redelivery of the item(s). They will only redeliver a certain number of time.

Q. Can I change my order before it’s sent out? If your order has not been prepared for dispatch or dispatched, we're more than happy to assist. Please contact our customer service team urgently on the Contact Us page to try to assist. Where possible, we will process additional payment or refund differences at the earliest convenience.

Q. I have not received an order confirmation

Order confirmations are emailed automatically to the email address provided when processing your order. It may appear in your junk/spam folder. If you have entered an incorrect email address and have not received our Order Confirmation – please [Contact Us](/contact_us/new to update your details.

Q. How do I contact customer service? If you have any feedback, comments, questions or complaints about your use of the Sites or your account, please contact Stockland by completing the form on the Contact Us page.

This form should be used for enquires about the Stockland Marketplace generally. If you have any specific complaints or questions about a particular product or for a specific Retailer, please contact that Retailer directly using the details made available on their Retailer page.

Pricing

Q. Is GST included in the online web price?

All our prices are include GST.

Shipping & Delivery

Q. How can I track my order?

Once your order has been dispatched, we will send you an email. You can follow the status of your order using the tracking number provided in this message.

Q. If I only placed one order, why am I receiving multiple parcels?

Purchases are shipped from our retailers, therefore if your order contains items from multiple retailers, they will be shipped to you separately, from different locations.

Q. I’ve received one item, but where’s the rest of my order?

Items are shipped by the retailer, so if your order comprises of items from multiple sellers, each item will arrive separately. Please check the delivery information provided for each item for full details. If you still have concerns please Contact Us.

Refunds and returns

Q. Can I return my item/s for a refund?

Customers should consider and choose Products carefully before ordering and buying, as a submitted Order creates a binding agreement between the Customer and Retailer.

As Stockland is not the seller of any products and is only acting as agent for the Retailers, Stockland does not: a. provide a satisfaction guarantee on any products you buy through the Stockland Marketplace; or b. offer returns, replacements or refunds if you change your mind about a product (Change of Mind Returns).

See this page for full details of refunds and returns.

Q. How can I make a request for a refund, replacement, repair or return

As a consumer, you are entitled to the benefit of certain statutory rights pursuant to the Australian Consumer Law in respect of goods or services you purchase from a Retailer via the Stockland Marketplace (ACL Statutory Guarantees). This means that you may have a right pursuant to the ACL Statutory Guarantees in certain circumstances to return a product for a repair, replacement or refund. This does not apply for change-of-mind returns.

Any request for refund, replacement, repair or return can be made through one of the following processes:
a. if you have created an account on the Stockland Marketplace (Stockland Marketplace Account), you can submit a request by:
- i. logging into your Stockland Marketplace Account;
- ii. clicking My Account, then viewing your Purchase History;
- iii. selecting Return Items; and
- iv. following the prompts to complete and submit the request; or

b. If you do not have a Stockland Marketplace Account, you can submit a request form here.

To assist with processing of your request, please include the following information in the request:
- your name and email address so that Stockland can contact you about your request;
- details of the product, proof of purchase (for example, your order number, invoice number or receipt) and the name of the Retailer you purchased the product from;
- a description of the reason you are seeking a repair, refund or replacement for the product; and
- if you believe there is an issue with the product, evidence of the issue (e.g. photographs of any damage, defects or faults).