Frequently Asked Questions

When will I receive my order?

Delivery times vary according to where the seller is based and where the customer is based. You can check where the product is shipping from on the product page underneath the price. Delivery to metro areas will be faster than to regional areas.

How do I contact customer service?

Telephone 1300 656 059 or email help@thestore.com.au.

The customer service team’s business hours are: Monday to Friday 9.00am to 5.00pm.

Please note all hours are Australian Eastern Standard Time.

Do you still offer a Fairfax (Sydney Morning Herald or The Age) subscriber discount?

If you are a Sydney Morning Herald subscriber, log in to the Subscriber Hub to access your 20% discount code here.

If you are a  subscriber to The Age, log in to the Subscriber Hub to access your 20% discount code here.

Do you have a physical store I can visit to view products?

As we are an online store only, featuring sellers from around Australia, we do not have a physical store.

Can I speak to someone about my order?

You can contact our Customer Service team on 1300 656 059

Monday to Friday 9.00am to 5.00pm. Please note all hours are Australian Eastern Standard Time.

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

Our sellers are brought to you from around Australia. Therefore, if your order contains multiple items by different sellers, they will each be shipped separately from each seller’s location.

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

Do you sell gift cards?

Yes we do! Click here.

Do you gift wrap?

We are sorry, but we are currently not offering gift wrap. However, we hope to offer this in the future.

Can I contact the seller, as I have a query about the product?

Please contact our friendly customer service team on 1300 656 059 or help@thestore.com.au and they will be happy to contact the seller on your behalf to answer your product queries.

How can I sell my products at The Store by Fairfax?

We’re always keen to showcase new, exciting products that fit with our brand philosophy. Complete the online submission here but please note that we can only contact successful applicants with the next steps.

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If you’ve already tried clearing your cookies (please see above), please close your web browser, shut down and then restart your computer. If you’re still having issues accessing our website, please note or take a screenshot of any error messages and speak to our customer service team on 1300 656 059 or help@thestore.com.au.

Can I have a refund if I change my mind?

You can return or exchange any item, for any reason, within 30 days of receipt. If you change your mind on a purchased item*, you will be given a store credit or refund to the same value once the item has been received by the appropriate seller. Any shipping costs incurred will not be refunded. Please ensure you use a trackable or signed-for delivery service such as registered post, as we cannot credit your account until the item has been received.

Please note: Store credits are valid for 1 year from the date of issue, unless specified otherwise.

*Items that cannot be exchanged or refunded for change of mind include: The Store gift cards, personalised products, made-to-order products, underwear, earrings, consumer electronics and food items that have been opened. All items being returned must be dispatched/shipped within 10 days of the return being approved, and must be in original condition and packaging and not affected by being used in an abnormal way, or reduced in value by delay on your part. If these requirements are not met, the seller reserves the right to deny a return.

How do I request a refund?

If you have an account with The Store, you can log in, then go to My Orders and request a return. If you used guest checkout, please email help@thestore.com.au. Alternatively, call 1300 656 059 to arrange a return, as all returns must be approved.

Please note that we can only accept returns from the original purchaser. Please check the description of the product in question to be sure of the returns policy and kindly note that some products are not eligible for return - see above*.

I would like to order a photo that appeared in The Age / The Sydney Morning Herald at the weekend.

Please visit Fairfax Syndication at consumer.fairfaxsyndication.com for further details.

How can I get a copy of a front page of The Age / The Sydney Morning Herald / Canberra Times / Australian Financial Review?