Frequently Asked Questions
This Agreement was last modified on 18th february 2016
Listed below are some of the most frequently asked questions about ordering online from DER.
How do I make a purchase on www.der.com.au?
Shopping at www.der.com.au is simple. Once you have found the item you wish to purchase click on “Add to Cart”
If you choose delivery you will enter your postcode to ensure the best delivery rate, delivery charge will then be calculated. The delivery charge will then appear in your basket.
You can now go and add further items to your basket if necessary. When you have finished shopping, click on your basket and select how you wish to checkout. Please note, you can change your order to collect from store or delivery at the checkout stage.
I've forgotten my password for my DER account, what can I do?
Go to log/in register which is at the top of the screen. Click on forgot your password and enter your email address. We will then send an email to you with your password details.
How can I find out about DER products that are not on the DER website?
We only have a selection of products for sale on our website. Please contact us on 1300 654 684 or info@der.com.au if you cannot find the product you are looking for on our website.
Is it possible to purchase products that are out of stock?
There are some items on the website which we don’t always keep in stock. These items will be ordered in if you place an order for one. For these items the delivery time displayed when you are checking out will increase to at least 5-7 days. Please contact us on 1300 654 684 or info@der.com.au
I have made a mistake on my order, how can I cancel it?
Contact us immediately on 1300 654 684 or info@der.com.au. If your order has not been processed we will endeavour to cancel it. Otherwise you must follow our returns policy
What do I do if my order arrives damaged?
In the unlikely event that your order arrives damaged you must contact us and we can assist you.
Where do you deliver to?
We deliver throughout Australia.
Do you deliver to PO box addresses?
No, we do not deliver to PO Box addresses.
How can I track my order?
When the goods are despatched you will receive a despatch confirmation email. The tracking number for your order is detailed out in the email along with the tracking link. Click the link and enter the tracking number into the courier’s website to obtain the tracking information.
When can I expect to receive my order?
We aim to despatch all orders within 3 business days. Delivery timeframes will depend on your location, whether we have the item in stock, or special consignment from the manufacturer.
What if I'm not in when the courier arrives to deliver?
The courier will leave a card with their details on it so you can contact them to re-arrange your delivery for a more convenient day.
I still haven't received my order despite receiving a despatch email, what should I do?
You need to refer to the tracking information on your despatch email. Click the tracking link and enter the tracking details into the couriers website. If you cannot locate your tracking information or you still have a question please contact us on 1300 654 684 or info@der.com.au
Can you deliver to an address that is different to my billing address?
Yes. When you place your order you will have the option of putting an alternative delivery address in.
Can you deliver to an address that is different to my billing address?
Yes. When you place your order you will have the option of putting an alternative delivery address in.