Frequently asked questions
FREQUENTLY ASKED QUESTIONS
ORDERS & SHIPPING
My order is lost, stolen or damaged — what do I do?
We're sorry to hear your order hasn't arrived as expected. Here's what to do:
Lost or missing orders: If your order hasn't arrived within the expected delivery timeframe please first check your tracking information via Australia Post. If your tracking shows delivered but you haven't received your order please check with neighbours and your local post office as Australia Post may have left it in a safe location or at the post office for collection.
If you still cannot locate your order please contact us at support@qollectorau.com within 7 days of the expected delivery date with your order number and we will lodge an investigation with Australia Post on your behalf.
Stolen orders: Unfortunately once an order has been marked as delivered by Australia Post we are unable to take responsibility for stolen parcels. We recommend ensuring you have a safe delivery location or selecting a delivery address where someone will be present to receive the parcel. If you believe your parcel has been stolen please contact Australia Post and your local authorities.
Damaged orders: If your order arrives damaged please contact us at support@qollectorau.com within 48 hours of delivery with:
- Your order number
- Photos of the damaged item
- Photos of the damaged packaging
Failure to contact us within 48 hours may affect our ability to assist you. We will assess each case individually in accordance with ACCC regulations.
How can I track my order?
Once your order has been fulfilled and shipped you will receive a confirmation email containing your Australia Post tracking number. You can track your order by:
- Visiting auspost.com.au
- Clicking "Track"
- Entering your tracking number
Please allow up to 24 hours after receiving your shipping confirmation for tracking information to update on the Australia Post website.
If you have not received a tracking number within 3 business days of placing your order please contact us at support@qollectorau.com with your order number.
Can I make changes to my order once it has been placed?
We process orders quickly to ensure fast dispatch. If you need to make changes to your order please contact us at support@qollectorau.com as soon as possible after placing your order.
We will do our best to accommodate changes however we cannot guarantee changes can be made once an order has been processed. Changes we may be able to assist with include:
- Shipping address updates
- Order cancellations (before dispatch only)
Please note we are unable to make changes to orders that have already been dispatched. We recommend double checking all order details before completing your purchase.
ABOUT QOLLECTORAU
Where are you located?
QollectorAU is an Australian owned and operated online store. We are based in Australia and ship exclusively within Australia via Australia Post. We do not currently offer international shipping or local pickup — all orders are dispatched and delivered via Australia Post.
Are your products authentic? Where do you source them?
Absolutely — authenticity is at the core of everything we do at QollectorAU. Every single product we sell is 100% factory sealed and authentic.
We source our products exclusively from:
- Authorised Australian distributors
- Reputable wholesale suppliers
Every product goes through a thorough inspection process before being listed on our store. We do not sell counterfeit, resealed or tampered products under any circumstances.
If you ever have any concerns about the authenticity of a product you have received please contact us immediately at support@qollectorau.com and we will resolve the issue in accordance with ACCC regulations.
CONTACT
How do I contact QollectorAU?
We'd love to hear from you! You can reach us via the following:
📧 Email: support@qollectorau.com
Our team responds to all enquiries within 24 hours during the following hours:
Monday — Sunday: 10:00am — 10:00pm AEST
Please note response times may vary on weekends and public holidays.
When contacting us please include:
- Your order number if your enquiry relates to an existing order
- Photos if your enquiry relates to a damaged or incorrect item
- As much detail as possible so we can assist you quickly
You can also follow us on Instagram for updates on new arrivals, restocks and exclusive deals:
📷 Instagram: @qollectorau
Before reaching out please check our Shipping Policy for information on delivery times, rates and our returns policy as your question may already be answered there.