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FAQs
Pricing & Payments
Q. How can I pay for my merchandise?
A. You will need to pay by credit card or apply for No Deposit 12 Months Interest Free Finance from Once. We accept Visa, MasterCard and American Express. Your credit card will be debited with the amount of the order.
Q. What is the Administration Service Fee?
A. The Administration Service Fee of 1.5% covers costs of administering orders with suppliers and fulfilment services.
Q. Do prices on your site include GST?
A. Yes, all prices quoted on our site include GST.
Q. How do I get a receipt?
A.A confirmation email will be sent to you with your purchase details soon after you have ordered.
Q. Are my details secure?
A. Absolutely. Your transaction is secure through a triple lock secure encryption process.
Q. I looked at the price 2 hours ago and the price had changed.
A. This is possible. Always on Sale aims to have the best pricing and stock available so must operate with a Real Time pricing mechanisim and therefore prices are subject to change without notice. This means that at any time during the day, one of our suppliers may update their prices and this will be reflected immediately on-line. So if you see a price on something you like, act fast.
Q.Can you organise bulk purchases for Corporate clients, staff and employees or small business & office setup?
A.YES. Please view our Bulk & Wholesale Orders department for more information. If we don't have your exact product, we are happy to source specific products for bulk orders.
Purchase online No Deposit Interest-Free
To help you with your purchase, we can now offer you No Deposit interest free terms* online with a Once Line of Credit facility that makes paying for your purchase easy, manageable and affordable.
Q. What is Interest-Free* and how does it work?
A. A Once Line of Credit facility can give you access to promotional offers such as interest free at participating Once retailers and merchants. Where an interest free period applies, no interest is payable on the amount of the purchase during the interest free period. Pay the balance in full before the interest free period ends and you won't pay any interest at all on the purchase.
What's more, you can also re-use your account for other interest free purchases in-store or online. For more details, click here.
Q. How much can I borrow on No Deposit interest free finance?
A. Finance, for online purchases, is usually available for any amount between $500 and $20,000 (subject to lending criteria).
Q. What promotional offers are available?
A. No Deposit Interest-free promotional terms are available on purchases above $500. Please check our website for the current promotional offer. To take advantage of our current online Interest Free promotional offer, your total purchase amount must be more than $500; and this can comprise more than one item.
Q. Is there an establishment fee?
A. Yes. A one-off establishment fee of $25.00 applies and this fee is debited to your account once it has been established and forms part of the outstanding balance. This fee is only charged once and there is no need to re?apply to take advantage of subsequent promotional offers.
Q.What happens after the account is established?
A. Once your account is established, you will receive a Welcome letter from Once, and if eligible, you will also receive a Once Visa Debit card which will give you access to your account.
Q. Are there any monthly or annual fees?
A. There is a monthly Account Keeping Fee of $4.95. There is no additional ongoing or annual fee for the Once Visa card. It is issued free of charge.
Q. What is the Once Visa Debit card?
A. If eligible, you will be issued a complimentary Once Visa Debit card upon establishment of your account. The Once Visa card provides easy access to your funds - shop online, overseas or over the phone – wherever Visa is accepted.
In addition you can also withdraw cash from your account at any ATM* or via EFTPOS.
* No ATM withdrawal fee will apply if you use a rediATM, NAB ATM or BoQ ATM.
Q. What is the Annual Percentage Rate?
A. The Annual Percentage Rate (APR) applicable will be specified in the Credit Offer. This is the rate that will be charged for Visa transactions and purchases using the Once Visa card, as well as cash advances and withdrawals.
If an interest free period applies to your purchase, then NO interest will be charged on that particular purchase for the duration of the interest free period. After the interest free period expires, interest will be payable on any outstanding balance at the APR.
Q. Can I apply?
A. You can apply if you are:
- 18 years of age or over at the time of application
- Currently employed and earning at least $15,000 p.a.
- A permanent Australian resident
- Not a discharged or current bankrupt
Q. What do I need to complete the application?
A. Before you start your application, please ensure that you have the following information handy:
- Your residential details (including mortgage/landlord details if buying, renting or boarding)
- Your financial details (including income, existing loans and debt)
- Your employment details (name and phone number)
- If self employed, your accountant¡¦s name and contact phone number
- Driver's license details (if you have one)
- If approved, you will need to provide your Tax File Number or Australian Passport as a form of electronic identity confirmation. This also removes the hassle of you having to provide documentation to us and thus allowing you to purchase and pay for your selected goods immediately without any delay.
Q. Why do you need my Tax File Number or Passport details?
A. This is a security measure put in place to identify you correctly and protect your identity. The Tax file number is never stored or retained by us.
Q. How do I apply?
A. You can buy now using interest free finance. It's easy, hassle free and completely online.
- Select all the goods you wish to purchase, then proceed to the shopping cart and click on ‘Apply for Finance at Once’ on the Payment Options section.
- Complete the application form, which should take no more than 10 minutes and you will obtain a decision within 60 seconds.
- If approved, you will need to electronically identify yourself using either your Australian Passport or your Tax File Number.
- Confirm your purchase and that's it.
Q.What happens next?
A. Once you have confirmed your order the total cost of the purchase will be debited from your account to secure your order.
Q.When is my first payment due?
A. The first payment is due one (1) month after the account is established.
Q.When does my interest free period start?
A. The interest free period starts from the date the account is established.
Q.How often will I get my statements?
A. A statement will be issued to you on a monthly basis approximately two weeks prior to the payment due date. You may receive your statement by email if you prefer.
Q.How can I make a repayment?
A.
You can complete a direct debit form and select monthly, fortnightly or weekly payments free of charge. Alternatively you can also pay via cheque, BPAY or POSTbillpay (phone, online or at any Australia Post). Payments made by methods other than direct debit will incur a fee of 1.95.
Q.What is the minimum repayment required?
A. Contractually, the minimum monthly repayment required is only 3% of the outstanding balance of the account or $40.00, whichever is the greater. Making only the minimum monthly repayment will not pay out the purchase within the interest free period.
Q.Can I make extra repayments?
A.
Yes, at your discretion. There are no penalties for early termination or additional repayments.
Q.How can I obtain a Credit Limit Increase?
A. A credit limit increase is only a phone call away. Our friendly Customer Service team will be able to help you with an increase in your credit limit. Call us on 1300 661 505, Mondays to Fridays from 8.30 am to 5 pm (Sydney time).
Q. Can I view or access my account online?
A. Yes. You can manage your Line of Credit 24/7 by logging into Once Online Access at www.onceonline.com.au using your Customer Number that we provided and the Password that you selected during the application process. You can view your transaction details, account balances, available credit and transfer funds using electronic funds transfer (EFT). There is no charge for this service.
Q. I am an existing Once customer and currently have a MyBuy account. Do I need to re-apply?
A. No. If you already have a MyBuy line of credit account, then you do NOT have to re-apply.
If you have already registered for Online Access then to proceed with the interest free purchase:
- click on 'Apply for Finance' on the Payment Options section once you have selected your goods, and
- log on as an Existing Customer using your customer number and password
Q. I am an existing Once customer and currently have a Once Bill Credit or Personal Line of Credit account. Do I need to re?apply?
A. Yes. If you only have a Once Bill Credit or Once Personal Line of Credit account, then you will need to re-apply.
Q. Who is Once?
A. Once is rapidly becoming one of Australia¡¦s leading providers of simple, convenient and commonsense financial services. This is largely due to a wide variety of products and services including home loans and insurance. Visit www.onceonline.com.au to find out more.
* Terms, conditions, fees, charges and lending criteria apply. Once OnlineCredit facility is provided by Once Credit Pty Limited ACN 112 319 632 t/a MyBuy.
Warranty
Q. Do you offer any warranty on my purchase?
A. All products sold on Always on Sale are backed by the applicable manufacturer's warranty. As Always on Sale only deals with LEADING BRAND products and is a legitimate retail channel, you are protected 100% against faults or defective products throughout the warrantable period. The Always on Sale customer service team will gladly assist you with any warranty issues and dealings with the manufacturer.
Products
Q. Are your products 2nds or 2nd hand?
A. All our products are brand new as if you would have purchased them in a retail store. Basically Always on Sale is like a major retail store except operating in a new world fashion. We do not sell or promote products that are 2nd hand or repaired seconds. We use our buying power and low cost business model to deliver incredible savings to your door. All goods are backed 100% by manufacturer's warranty and our customer service team is available to assist you with any issue arising from your purchase.
Q. Some of your products are a little more expensive than what I can see on other online stores?
A. Firstly, you must be sure you are comparing apples with apples. Most on-line stores can sell comparable products, but are selling them as seconds or 2nd hand merchandise with little or no valid warranty. Also, their products may be cheaper imports that are produced without any standard or quality controls put in place to ensure quality. At Always on Sale we only deal with brand new leading brand products that are produced for the Australian retail market and are therefore quality assured. Furthermore, your purchase is further securely backed 100% by manufacturer's warranty.
Security
Q. Are my credit card details secure?
A. They are 100% secure. Always on Sale uses a Triple Lock payment gateway allowing your details to pass through the transaction through an encryption process protecting you.
Q. Are my credit card details safe with you?
A. Of course. Always on Sale is Australia's largest direct sales company and is reponsible for running many programs across Australia's largest banksand financial institutions including Westpac, ANZ and Visa. Our systems and processes for ensuring security of your information are compliant with International Standards against best practice.
Q. Will I ever need to verify my order for security reasons?
A. It may be necessary for you to verify your order for security reasons. We reserve the right to verify your order by requesting a copy of identification, and failure to provide such identification upon request will see the cancellation of the order and refund of monies minus any administration costs incurred by Always on Sale
Q. Why have I received an email from Always on Sale, Travel on Sale or Tix 4 Nix?
A. Always on Sale, Travel on Sale & Tix 4 Nix are all partners of the Hot Deals Affiliation, which offer you exclusive deals via email. Upon receipt of the first webletter from Always on Sale, Travel on Sale & Tix 4 Nix, you are freely and conveniently able to unsubscribe to further communications from each of these partners. You may also visit the website directly and use the unsubscribe service there.
Q. How can I stop receiving these webletters from Always on Sale, Travel on Sale or Tix 4 Nix?
A. Simply click on the ‘unsubscribe’ link in the webletter from Always on Sale, Travel on Sale or Tix 4 Nix, and it will link you though to the appropriate page to complete your unsubscribe. You may also visit the website directly and use the unsubscribe service there.
Q. If I unsubscribe will you delete my details?
A. Please see our privacy policy for concise information. We offer a service through our shopping system to remember previous purchaser details and therefore keep your details on file according to our privacy policy, but will not send you webletters until you decide that you wish to opt in for them again. Therefore for future purchases your details will be remembered to facilitate an easy checkout process, whereby you will be asked whether or not you choose to start receiving the members webletter again, in which you can simply confirm yes or no.
Ordering & Delivery
Q. How long does it take to deliver?
A.. To provide you with the maximum saving possible we operate on a low cost business model passing on significant savings to you. In doing this, you will need to allow up to 7 business days for us to despatch your item after placing your order. Vouchers, tickets and wine orders usually arrive sooner. If delays occur, you will be contacted by a customer service representative.
Q. Will you tell me when my order is on its way?
A.. Sure. We will email you once your order has been dispatched from our warehouse and is on its way to you.
Q. What method of delivery do you use?
A. As we aim to deliver great savings to our customers we therefore aim to mimise your delivery charges through cost effective means of transport. Therefore depending on the product or item and/or location of the delivery we use use either Australia Post, TNT Express or Allied Express couriers.
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Q. What does P,H&I mean?
A. P,H&I means Postage, Handling & Insurance. All products sold through Always on Sale have a charge that covers the safe packaging, transport and insurance of delivering the product to you successfully and without damage within 10 days of purchase. This ensures the product arrives to you safely and you are protected against loss or damage.
Q. If I order multiple products is it cheaper to deliver?
A. Yes! Always on Sale offers P,H&I discounts on bulk orders. You will only be charged for the 3 most expensive P,H&I charges in any one order. Whether it is multiple items of the same product, different items, or a combination of both, you will only ever be charged for 3 items in the order, and they will be calculated from the 3 most expensive.
Q. How will my order be delivered if I order multiple items?
A. Again, to pass on greater savings to you, where multiple items are purchased, delivery may be at different times as your goods may be dispatched from our warehouse on their arrival from our suppliers. This includes tickets and vouchers which will be posted separately from any merchandise. Freight and handling charges apply on all orders. If your order is scheduled to be delivered in more than one shipment, our customer service team will notify you in advance.
Q. If I order multiple products will all of them be delivered separately?
A. Sometimes you may not receive all the products you have purchased in a single order in the one delivery. We use this method of delivery to make sure that you receive the goods you have ordered in the quickest possible time.
Q. How will my product be delivered?
A. We use a variety of transport methods. Most products will be sent by Australia Post, however large item deliveries, such as white goods, may be sent by courier.
Q. Can I order for delivery outside Australia?
A. Unfortunately NO. However, Always on Sale can accept orders from international customers but please note deliveries can be made only to Australian addresses.
If you live on one of Australia's off-shore islands, please discuss delivery arrangements with one of our Customer Consultants, as an additional delivery cost may apply.
Q. I received only some of my goods, what happened?
A. To ensure you the best possible experience possible with Always on Sale we have now decided to despatch your goods to you when ready. So if it takes a little longer to despatch 1 item from an order which may have multiple items, we think it is best to get to you most of your order. Don't worry, we are still following up on your outstanding item and will get it to you as quickly as possible.
Q. I have received a different item from what I ordered. What should I do ?
A. We apologise for this inconvenience. Please contact our Call Centre (1300 789 377) with the details of your order and we will endeavour to solve the situation as soon as possible with minimum hassle to you.
Q. I've been called to tell me my order is cancelled because you can't deliver my product to me because it has a lithium battery?
A. Unfortunately this is possible. Due to tightening restrictions on the Dangerous Goods Act, we are only allowed to despatch products containing lithium batteries via road freight. This therefore affects areas in which can only be accessed by air.
The list of postcodes afftected by this policy are as follows:
| NSW | 2836 ( White Cliffs/Wilcannia ) 2880 ( Broken Hill ) 2898 ( Lord Howe Island ) 2899 ( Norfolk Island ) |
| TAS |
7255, 7256, 7257 |
| SA | 5731, 5710 |
| NT | 0822, 0882, 0852, 0885, 0860, 0872, 0880, 0881 |
| QLD | 4470, 4476, 4482, 4488, 4494, 4821, 4827, 4873, 4879, 4885, 4891, 4471, 4477, 4483, 4489, 4495, 4822, 4828, 4874, 4880, 4886, 4472, 4478, 4484, 4490, 4496, 4823, 4829, 4875, 4881, 4887, 4473, 4479, 4485, 4491, 4497, 4824, 4830, 4876, 4882, 4888, 4474, 4480, 4486, 4492, 4498, 4825, 4871, 4877, 4883, 4889, 4475, 4481, 4487, 4493, 4816, 4826, 4872, 4878, 4884, 4890 |
| WA | 6161, 6434, 6440, 6446, 6635, 6701, 6713, 6721, 6730, 6752, 6762, 6429, 6435, 6441, 6447, 6638, 6705, 6714, 6722, 6731, 6753, 6765, 6430, 6436, 6442, 6448, 6639, 6707, 6715, 6723, 6733, 6754, 6770, 6431, 6437, 6443, 6450, 6640, 6710, 6716, 6724, 6740, 6758, 6798, 6432, 6738, 6444, 6532, 6642, 6711, 6718, 6725, 6743, 6760, 6799, 6433, 6439, 6445, 6537, 6646, 6712, 6720, 6728, 6751, 6761 |
Huge Cashbacks
Q. So how does the Cashback system work?
A. It's simple really, just place your order. Grab the order number, serial number and order name, then either call customer service on 1300 789 377 or visit http://alwaysonsale.micash.com.au/ to redeem your CLAIM INSTANTLY.
Q. How long will I be eligible to claim my Cashback for?
A. Once your order has been despatched from our warehouse your claim for a Cashback is valid for 60 days.
Q. What happens if my product is damaged or lost during delivery?
A. Please remember that the Postage, Handling & Insurance fee will cover any damage or lost during delivery, so you don't have to worry.
Customer Service
Our primary interest at Always on Sale is to always have happy customers!
We pride ourselves in providing the best deals and bargains on leading brands and making your online shopping a pleasant and rewarding experience. Therefore, if you have any complaints or are not satisfied at some instance with our service, we would love to receive your feedback, which in turn helps us improve our services to you, our valued customer.
Q. How do I know you are a real legitimate business?
A. We are a legally registered business with a street address 145 Darling St Balmain NSW 2041 and an ABN 49 002 693 656. We also have a customer service hotline available for your convenience and to assist you with our dealings – 1300 789 377. Always on Sale is part of the Pinpoint Group, Australia's largest marketing, loyalty, and incentive company. Representing Australia's largest blue-chip companies.
Q. I need some personal assistance with my order?
A. OK no problems. We are happy to help. Please phone 1300 789 377 for assistance.
Q. I've ordered an item from your website, but then was called by customer service with stock issues. How does this happen?
A. Always on Sale aggressively drives a hard bargain with our various supply channels to deliver you, the customer, significant savings for your purchases. Whilst every effort is made to ensure that stock is available for your purchase, at times supply does run out as numerous orders are received by us and the supplier at the same time. Basically, nothing is constant.
Always on Sale will always try to source a replacement product for your purchase, or will otherwise contact you offering a no obligation relevant replacement product or a full refund.
Returns
Q. In which cases can I return a product?
A. Always on Sale will only accept return of items if they have been damaged during delivery, if they are faulty or if we send a different product instead of the one you ordered. We do not refund if you change your mind on goods purchased.
Please inform us immediately if you are eligible for a return of goods purchased so we can rectify this for you fast and hassle free. Please be sure to send to us the product in the original package and with all items included.
Q. How do I return a product?
A. Please contact our friendly Call Centre with your order number and the reason for the return and they will gladly assist you with the next steps to process and arrange the return of goods and a replacement is necessary.
Refunds & Replacements
Q. In which cases can I request a refund?
A. Our main interest at Always on Sale is to have our customers happy, providing them the best deals and bargains on leading brands, making their online shopping a pleasant and rewarding experience. However, if you have an issue with an order placed with us and you would like to ask a refund, please be aware that we will be happy to give a full refund of your money only if the item you ordered is not of acceptable quality or does not match the description available in our website.
Q. Can I request a refund if I change my mind or if I ordered the wrong product?
A. Please be aware that you are not entitled to ask for a refund just if you change your mind or if you make an incorrect choice when ordering your product.
Q. If I am entitled to receive a refund, how will I receive the refund and how long will this take?
A. The refunds are processed as credit to the credit card used to place the order in our website. If the credit card is linked to a bank account the refund will be done as credit in that bank account. Usually the refunds take within 5–7 business days (depending on your bank).
Q. In which cases do Always on Sale offer replacements?
A. Sometimes we have products that are very popular and run out of stock quickly. If this happen to your order, one of our Customer Service Representatives will contact you to offer another product with similar characteristics. The price of this new product will be the same or higher as the one you ordered originally depending on the options we have to offer.
Business Details
Q. What are the contact details for Always on Sale?
A. The contact details are:
Tel: 1300 789 377
Fax: (02) 9555 2947
Q. What is your physical address?
A.
145 Darling Street
Balmain, NSW 2041
Australia
PLEASE NOTE: We are not set up to receive customers at this building. This address is purely for written correspondence only!!
Q. What is your ABN?
A. The ABN for Always on Sale is 49 002 693 656
Technical Information
Q. What browser version is recommended for viewing this site?
A. This site is best viewed with Firefox 3.5 and greater, Internet Explorer 8 and Google Chrome. When the site is viewed by browsers other than that recommended, we cannot guarantee Triple Lock Security. To download the latest version of Internet Explorer or to upgrade your current version, click here. Downloading could take some time.
Q. I am having a problem with ordering through the website?
A. Please use our Customer service number 1300 789 377 to place your order (of course fee will be waived) and also identify the issue you are having noting – what you were trying to do, error message, what browser you are using and your operating system.
