FAQ

GENERAL

 

How does the Marketplace work? 

Gippslandia - The Shop uses a drop shipping model. This means that is the responsibility of each Seller to pack, ship and fulfil orders for you. 

They are responsible for product listings, pricing, shipping and additional terms above our own guidelines. 

We’ve developed a multi-seller checkout so you can shop a variety of seller products simultaneously, add them to the same car and complete purchases via one checkout payment. 

As our sellers operate their own shipping, you’ll receive your orders separately. 

How do I become a seller? 

Drop us a line at sales@gippslandia.com.au and we’ll be in touch with you with additional information! 

 

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ORDERS

 

Where is my order? 

Once you place your order you will get a notification saying your payment has been successful and your order has been successfully sent to the Seller/s. 

Depending on the dispatch and shipping time-frame indicated by the Seller on the product, you may need to wait a few days before you see the order shipment notification. Our guidelines advise our sellers to fulfil orders with a 48 hour turnaround time. 

Once your shipment notification has reached you, the Seller will indicate the dispatch date and give you the tracking link and number for you to track. 

If you’ve shopped with multiple Sellers these dispatch times and notices may differ. 

If for any reason you have not received a tracking notification and it has exceeded the time indicated on the product, you should get in touch with the Seller directly. You can do this via their contact on their Makers page. 

Can I change my order details once I've placed it?

No. Once your order has been placed, you're unable to edit the order. You will need to contact the Seller promptly to cancel the order before shipment.

Can I send my order to another address? 

Yes, you can add a different shipment address to your billing address.

Can I send my order as a gift? 

Yes, you will need to contact the Seller directly either before or after your order is placed to let them know that it is a gift and to remove any price or invoice details. There is a special instructions for the seller box at the checkout stage where you can fill this in!  

Do the sellers offer gift-wrap? 

You will need to contact the Seller directly to see if they offer gift-wrapping services. If there is an additional fee they'll need to organise this with you outside of the Marketplace.

I entered the wrong Shipping details, how can I update my details on my order/s? 

Get in contact promptly with the Seller and they can edit directly on your order before shipment.

I need to cancel my order, is that possible? 

Yes, you can cancel an order before shipment by getting in contact with the Seller promptly. They can then organise a payment reversal.

I have only received one part of my order, where is the rest?

The Marketplace is a multi-seller checkout so you can shop across a variety of Sellers at the same time and checkout with one payment. 

Because our Sellers set their own shipping terms and prices, your orders will arrive separately. This may mean you have multiple shipping costs. 

The item I received is incorrect, what should I do? 

If you have received an incorrect item, you will need to get in contact with the Seller promptly to let them know about the discrepancy. The Seller will be expected to make arrangements with you to send the correct item. 

To contact a Seller, please head to their Maker page. 

The item I received is faulty, what should I do?

The Customer must provide a detailed description of the fault together with photographic evidence and contact the Seller immediately. Once the Seller has reviewed this information and/or received the return item, any decision to honour the refund is at their discretion and based on the evidence provided by the Customer. 

I’m missing an item from my order, what should I do? 

If you are missing an item from your order, you will need to get in contact with the Seller promptly to let them know about the discrepancy. The Seller will be expected to make arrangements with you to send the missing item. 

To contact a Seller, please head to their Maker page. 

Do I have to create an account to shop with you?

No you don't. You're more than welcome to browse, shop and checkout as a guest.

How can I contact a Seller?

To contact a Seller, please head to their Maker page for their contact information. 

Can I order over the phone?

No, unfortunately The Marketplace or Sellers do not have facilities to process any orders over the phone.

 

 

 

DELIVERY

 

How long will it take to deliver my Order? 

This will vary depending on the Seller and the product, and where it is coming from. Before you purchase, make sure to check the Shipping tab under the product, and any additional made-to-order dispatch days which will clearly be labelled on the product.

How much does Shipping Cost?

This will vary depending on the Seller, what product you are ordering and potentially the size of your order. All shipping costs are visible on every product page under the Shipping tab.

What Shipping Methods can I choose? 

This will vary depending on the Seller, what product you are ordering and potentially the size of your order. The shipping is calculated using the AusPost plugin. 

Where do the Sellers ship from?

All our Sellers are based within Australia. You will be able to see where they're shipping from under the Shipping tab, on each product.

Why am I being charged for multiple deliveries? 

Gippslandia - The Shop uses a drop shipping model. This means that is the responsibility of each Seller to pack, ship and maintain relationships directly with you. 

They are responsible for product listings, pricing, shipping and additional terms above our own guidelines. 

We’ve developed a multi-seller checkout so you can shop a variety of seller products simultaneously, add them to the same car and complete purchases via one checkout payment. 

As our sellers operate their own shipping, you’ll receive your orders separately. 

I haven’t received my Shipping Confirmation email, what do I do? 

Check on your order to see the shipping timeframe in which the product should have been shipped. If it has exceeded that timeframe, you can get in contact with the Seller, by clicking 'Contact Seller' on your order and ask them if they have sent a Shipping Confirmation email and tracking number.

If this hasn't been sent, they can resend it for you, or you can ask for the whereabouts of your order.

How can I check if my order has been shipped?

Firstly, you should check to see if you have received an email confirmation about the order being shipped. If you have an account login you can view the status of your order by clicking on it to see what status the order is in (pending / shipped etc), and if the tracking details are available.

Why am I receiving split deliveries if I only placed one order?

We’ve developed a multi-seller checkout so you can shop across a variety of sellers, add them to the same car and complete purchases via one checkout payment. 

Because our Sellers set their own shipping terms and prices, your orders will arrive separately. 

Can I have a parcel redirected to another address? 

You can edit the shipping details with the Seller only before the shipment has been sent. There is no ability to intercept and redirect an order for security reasons.

Do you ship internationally? 

We currently only ship within Australia.

My tracking number doesn't work, what should I do?

Please contact the Seller in case the tracking number details weren't entered correctly. Click 'Contact Seller' on your order to get in touch.

My order hasn't been delivered, what should I do?

If you have received a shipment notification and tracking number please check the status of the delivery with the courier company first. If you are unable to track the order with the tracking number supplied, please get in contact with the Seller directly.

 

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RETURNS

 

Can I cancel my order before it's shipped?

Yes you can cancel your order before it's shipped, but you need to contact the Seller immediately so they can arrange a payment reversal. If it has already been packed and shipped you will not be able to cancel the order.

How do I return an item? 

Please see our Returns policy. 

What is your Returns Policy?

Please see our Returns policy. 

My item arrived faulty, what should I do?

Please see our Returns policy. 

Can I exchange an item?

Please see our Returns policy. 

 

 

 

SHIPPING POLICY 

 

When you purchase goods from Gippslandia — The Shop, you are actually purchasing directly from the Provider, at which point a contract of sale is formed between yourself and the Provider and pursuant to all aspects of Australian Consumer Law. 

We, therefore, present this Shipping policy on behalf of the Seller.

Upon submission of your order, the Seller will package and send the items within 2 business days, unless otherwise stated on the product page.

It is your responsibility to ensure that the shipping address you have provided is accurate and safe. The Seller or Gippslandia — The Shop are not responsible for any loss or damage to orders after delivery.

 

 

REFUNDS POLICY 

 

When you purchase goods from Gippslandia — The Shop, you are actually purchasing directly from the Seller, at which point a contract of sale is formed between yourself and the Seller. and pursuant to all aspects of Australian Consumer Law. 

Our Sellers do not accept exchanges.

Refunds for 'change of mind' are at the discretion of the individual Seller. Please let us know if you are seeking a 'change of mind' refund and we will check with the Seller. You can contact us via the contact form or sales@gippslandia.com.au 

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RETURNS POLICY 

 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund.

The Customer must provide a detailed description of the fault together with photographic evidence and contact us at sales@gippslandia.com.au immediately. This is then passed on to the Seller for review. Once reviewed this information and/or received the return item, any decision to honour the refund is at their discretion and based on the evidence provided by the Customer. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Non-returnable items:

• Perishable items such as food and flowers

• Some health and personal care items