FAQ

General

  1. Who is ParcelPoint?

    ParcelPoint is the new, easy way to receive and return your online purchases. Now you can pick up and drop off parcels at your local store, when it suits you. Choose from hundreds of trusted locations, open weekends and after-hours to suit your lifestyle. It’s time to experience online shopping without the hassle of missed deliveries and long queues.

  2. How do I reset my password?

    Go to http://parcelpoint.com.au/forgot-password and enter your email address. We’ll email you a link to reset your password.

  3. When I try to register I receive an alert saying ‘This email is already in use’. Why is this happening?

    This means you have used our service in the past, perhaps via a retailer’s website. You can reset your password at http://parcelpoint.com.au/forgot-password.

  4. Is my parcel safe?

    We work with trusted local stores such as pharmacies and newsagents to make sure your parcel is in safe hands. All collections require photo ID for added security. If your parcel is lost or damaged please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  5. What types of parcels are accepted by ParcelPoint?

    ParcelPoint accepts parcels up to 10kg and 120cm cubic dimensions. You can check the size by adding together the length, width and height of your parcel. If you are unsure, use the size limit of airline carry-on luggage as a guide.

    If your parcel is larger than this it may be rejected by the ParcelPoint store. If your parcel is accepted you will be charged a large parcel fee.

  6. How do I track my parcel?

    Select ‘Track your Parcel’ from the homepage and enter your consignment number or ParcelPoint reference into the search bar.

  7. How do I update or cancel my order?

    Unfortunately this function is not currently available online. If you need to make any changes please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  8. When will there be a ParcelPoint in my area?

    We are always adding new locations so go to http://parcelpoint.com.au/find-a-store/ to find your nearest store. If you have a store or area you’d like to suggest please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  9. Are there any ParcelPoints outside of Australia?

    Currently ParcelPoint is only available in Australia.

  10. What happens if my parcel is lost or damaged?

    If your parcel is lost or damaged please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  11. Who can I speak to if my question hasn’t been answered?

    Please call our Customer Support team on 1300 025 639 or send an email to support@parcelpoint.com.au.

Deliveries General

  1. How will I know when my parcel has arrived?

    We will send you an email and SMS when your parcel has arrived at your local ParcelPoint.

  2. How long do I have to collect my parcel?

    Please collect your parcel within 14 days. After this time your parcel will be returned to sender.

    If for some reason you can not collect your parcel during this period please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  3. What do I need when collecting my parcel?

    You will need photo ID to collection your parcel. If you’ve received a calling card from a courier company please bring this along too.

  4. Can someone else collect my parcel for me?

    You can arrange for someone else to collect your parcel by contacting our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

    For missed deliveries, you can also complete the ‘Authority to Collect’ form on the calling card. The nominated collector will need to present this card and photo ID when picking up your parcel.

  5. Why won’t my preferred ParcelPoint show up as a collection point?

    When a ParcelPoint has reached its maximum storage capacity the store will be unavailable for selection until the current parcels are collected. You may also find that a store has closed down or no longer offers the ParcelPoint service.

Shop & Collect

  1. How does Shop & Collect work?

    Our Shop & Collect service allows you to use ParcelPoint as your delivery address for all your online shopping. Simply find your preferred ParcelPoint at http://parcelpoint.com.au/shop-and-collect. Enter the store’s address as your delivery address at the checkout. Register your parcel at http://parcelpoint.com.au/shop-and-collect.

  2. How do I register my parcel?

    Complete the form at http://parcelpoint.com.au/shop-and-collect

  3. Was my registration successful?

    You will receive an email to confirm that the parcel has been registered. If you don’t receive the email, please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  4. How much does the Shop & Collect service cost?

    The cost is $2.95 if collected within 14 days. After this time your parcel will be returned to sender.

Click & Collect

  1. What is Click & Collect?

    Collect your online purchases at your local store, when it suits you. Choose from hundreds of trusted locations, open weekends and after-hours to suit your lifestyle. You’ll never miss another delivery!

  2. Where can I use Click & Collect?

    ParcelPoint Click & Collect is available at checkout with leading retailers such as THE ICONIC, Wiggle, Tony Bianco, L’OCCITANE, Jigsaw, Toys Paradise, Games Paradise, Jigsaw Paradise, Zodee, Panli and more. To keep up to date with new retailers please follow us on Facebook.

  3. How much does Click & Collect cost?

    In most cases, Click & Collect is a free service. Please check with the retailer to confirm pricing.

Returns

  1. How do Easy Returns work?

    Need to return something you bought online? ParcelPoint is the easy way to return a parcel at your local store, open weekends and after-hours to suit your lifestyle. Choose ParcelPoint to save time and money.

  2. How much do Easy Returns cost?

    In many cases, ParcelPoint Easy Returns are free or cheaper than the post office. Please check with the retailer or contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  3. Where can I return my parcel?

    You can return your parcel to hundreds of local stores. Our network is always growing so go to http://parcelpoint.com.au/find-a-store/returns to find your nearest store. Please note – our returns service is currently unavailable in Tasmania and the North Territory.

  4. Can I return my parcel to a different ParcelPoint after the booking has been made?

    You sure can. You can return your parcel to any ParcelPoint offering Easy Returns. To check which stores offer this service please visit http://parcelpoint.com.au/find-a-store/returns.

  5. Why won’t my preferred ParcelPoint show up as a returns location?

    Selected stores can only accept deliveries not returns due to our courier partner’s service area. We are always adding new returns locations so go to http://parcelpoint.com.au/find-a-store/returns to find your nearest store. You may also find that a store has closed down or no longer offers the ParcelPoint service.

  6. Can I return anything using ParcelPoint?

    ParcelPoint accepts parcels up to 10kg and 120cm cubic dimensions. You can check the size by adding together the length, width and height of your parcel. If you are unsure, use the size limit of airline carry-on luggage as a guide.

    If your parcel is larger than this it may be rejected by the ParcelPoint store.

  7. What do I do if I have more than one parcel to return?

    Please ensure that you complete a separate return for each parcel being submitted. If the single order contains multiple packages that need to be returned then you will need to create separate labels for each parcel. This assists with scanning and tracking each parcel back to the retailer and will ensure a faster refund.

  8. When can I return my parcel?

    Our stores are open weekends and after-hours for a more convenient alternative to the post office. Check the store opening times on our website http://parcelpoint.com.au/find-a-store/returns.

  9. How long will it take for my parcel to arrive at the retailer?

    Your parcel will arrive back at the retailer with 3 – 6 working days. You can track your parcel at any time via our website http://parcelpoint.com.au/track. Simply enter your 12-digit ParcelPoint reference number into the search bar.

  10. When will I receive my refund?

    Your refund will be processed as per the retailer’s returns policy. If you have any questions about your refund please contact the retailer directly.

  11. Can I take my parcel to the post office?

    When booking your return you can select ParcelPoint or the post office. Please be aware that if you choose the post office you will not be able to drop off your parcel at ParcelPoint because the label barcode will not work. Similarly you are unable to take a ParcelPoint returns label to the post office.

  12. What if I don’t have access to a printer?

    Please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.

  13. Can someone else drop off my parcel?

    Yes, anyone can drop off your parcel. Photo ID is not required for returns.

  14. Do I receive a receipt when I drop off my return?

    You will receive an instant SMS and email when your return is scanned by the ParcelPoint store.

  15. How can I cancel my return booking?

    Please contact our Customer Support team on 1300 025 639 or support@parcelpoint.com.au.