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FAQ for Buyers

FAQ for Buyers

What is ‘Click and Collect’?

The ‘Click and Collect’ feature enables you to purchase a product online and collect your purchase from the Retail Seller’s physical store. This feature is only available with Sellers displaying the ‘Click and Collect’ feature. Once you have placed your order, the Seller will notify you (usually within one to two business days) when your purchase is ready to collect. A great option if you cannot have items delivered to your home or work. You must present your photo identification and receipt of payment to collect your ‘Click and Collect’ purchase. We wouldn't want to give your purchase to the wrong person!

How long will my purchase be held in store?

The product will be held for you until you collect it. However, if you plan on collecting your products in more than five days, notify your Retail Seller and avoid those regular reminder calls.

What if I can’t collect and need it to be delivered?

That is no problem, simply contact your Retail Seller to arrange. Postage will need to be paid for prior to the purchase being shipped.

What are your shipping costs?

Products are delivered using Australia Post or Couriers Please, depending upon your location. Shipping costs are influenced by the size and weight of the product and destination. These costs will be calculated in the shopping cart and added to the total before checkout. Keep an eye out on products displaying the Free delivery option too!

How long is the delivery time?

Standard delivery times for products purchased through the Secure Your World site are between five and ten business days, depending on your address. To gain a better timeframe, contact your Retail Seller.

My order hasn’t arrived

If your purchase has not arrived within the specified timeframe, please contact the Retail Seller and they will look into it for you.

How can I track my order?

The seller will provide you with a tracking order upon shipping confirmation. You can follow this through their chosen courier.

Where do you deliver to?

We deliver Australia wide.

Do you deliver to PO Boxes?

Yes, it’s possible to deliver to PO Boxes, as long as the parcel fits into your PO Box.

How do I change my delivery address after my order has been placed?

We process and pack your order as fast as possible. Your delivery address can only be changed as long as you have not received your shipping confirmation. To change your delivery address, contact the Retail Seller immediately.

What if the product I receive is faulty or the wrong product/size?

If the product is faulty or the wrong size, all Retail Sellers will offer a 14 day replacement warranty from the date you receive your product. If your product can be replaced, it will be replaced with the same or similar product. If the product cannot be replaced you will be provided with the option of a replacement product of the same value or provided with a refund for the total value of the product.

The replacement will be shipped to you at no charge, within five to ten days from the date the faulty product has been received.

The faulty product must be returned to the Retail Seller. When returning the product to your Retail Seller, the following details must be supplied:
Name
Address
Contact phone number
Reason for return
How you would like the issue to be resolved
Original order confirmation or invoice number

Failure to provide the above information may result in a delay.

What if I change my mind?

Should you change your mind about the product, contact us (Secure Your World) directly. The purchase must be returned within 14 days of you receiving your order. The product you wish to return must remain in its original packaging, unused and proof of purchase must be supplied.

Please also note, there will be a delivery fee payable.

How does the Personal Shopper work?

It takes less than five minutes. Just tell us what you buy, (brand, type of product, where and what this is for) and we will scour our site for the best product. All you have to do is pay and it is delivered to you. Just like those you see at the shopping centre, but for your home and personal security instead. Easy!

I need help to install…

All of our Locksmiths and security providers are approved by the Master Locksmiths Association of Australasia (MLAA). Please go to our installers section to find the one closest to you. Our other option is the Do-it-for me service, where we do all the booking for you!

How does the Service Concierge work?

It's so easy! You simply fill out a brief form, letting us know the service you require and your preferred date and time. We will then forward your request to the nearest installer to complete the work. Save time, hire an expert!

How do I remove a product from my cart?

Click on the cart icon at the top right hand of the screen. Find the product to remove and click on the grey cross (located near the middle of the screen).