Frequently Asked Questions 

 

Below you will find some simple answers to frequently asked questions. You can also check out the full terms and conditions on the Staff Shop website.

Customer Service

Q: Who do I contact if I have any questions?

A: You can contact the Staff Shop service team via the Staff Shop website. There is a Support link on the top right of the home page. Alternatively, you can click here.

Q: How long does it take to receive a response?

A: We aim to respond to all enquiries by the end of the next business day.

Accessing Staff Shop

Q: How do I access Staff Shop?

A: You will be sent an invitation to join via email. Once you opt-in you will be sent an email with your temporary password. Upon your initial login, you will be requested to provide us with accurate and up-to-date personal information, including your name, address, and a valid email address that is connected to your company (i.e., the work email that your company issues you on engagement). It is essential that you ensure the accuracy and currency of this information.

Q: How long do I have access to Staff Shop?

A: To access the Staff Shop website or our services, it is required that you are a current employee of the contracted company.

Q: Who is Staff Shop?

A: The Leading Edge Group Limited own the trading name Staff Shop Online under which this site trades. All transactions on this website are processed by Leading Edge Group Limited on behalf of Staff Shop Online. We operate in Australia and cannot supply products or services outside of Australia. For security reasons we reserve the right to review and refuse orders placed from outside Australia for pick up or delivery within Australia.

 

Ordering

Q: Who can place orders?

A: Only eligible employees notified to Staff Shop by the Company that holds this contract may make purchases on this website. To make a purchase, the buyer must:

1. Be a current employee* at the time of the 
2. Use a valid credit card as accepted by Staff 
3. Use a valid credit card that corresponds with the user’s 
4. Provide details of a related delivery address in Australia that is not a post office 
5. Conform with the Company’s policy on delivery of purchases to Company 
6. Accept all responsibility for any or all purchases made in their name on this site.

 

A Current employee is one who, irrespective of their contract type, holds an email account associated with the Company. By written agreement with the Seller, the Company may include long-serving consultants or retirees whose email address varies from the Company.

Q: How do I place an order?

A: Visit the Staff Shop, review and select the items you want to purchase, add them to the cart, checkout and pay via your credit card for payment and add the required delivery address within Australia (not a post office box), just like ordering from most websites.

Q: Are the prices shown in Australian Dollars?

A: All prices displayed for goods, delivery, and additional charges are stated in Australian dollars.

Q: Do I have to pay upfront?

A: Full payment must be made before the goods are dispatched. If your payment is not received or is declined by us, your bank, or credit card issuer, we cannot reserve items for your order.

Q: How is my credit card payment processed?

A: If you choose to pay by a credit card or debit card, you authorise us to debit the amount that is payable for an accepted order from your nominated card. You will be required to provide us with the following details on your credit card or debit card: card type, name on card, card number, 3 or 4-digit card verification value (CVV) and the card expiry date. We do not save your credit card details and information in our system.

Q: What happens once I place an order?

A: After you place an order using our shopping cart, we will check the information you give us for validity, by verifying your method of payment or shipping address. We reserve the right to reject any order you place with us for any reason whatsoever. If we reject your order, we will attempt to notify you using the e-mail address or contact phone number you have given us with the order.

Your credit or debit card will normally not be charged if we reject an order, but we will process a refund if the charge has been made against your card. Refunds or reversals can only be made against the card used in the initial transaction.

To ensure a secure shopping experience, we employ automated fraud detection software. In some cases, this may lead to delays or cancellations of orders. If your order is flagged for fraud detection, we will conduct necessary investigations to assess the potential fraud. Please note that we reserve the right to reject and refund your order at our sole discretion if fraudulent activity is suspected. 

 

Delivery

Q: Will free delivery apply to all orders?

A: Yes, all* items featured have FREE SHIPPING to most areas within Australia.

*However, certain goods such as large or bulky items, as well as special orders, may incur additional shipping charges. All applicable shipping charges will be clearly displayed during the checkout process for your review and confirmation, including where shipping is free.

Q: Does free delivery apply to all states? What about regional areas?

A: Yes, all items featured have FREE SHIPPING however If you live in a non-serviceable area and extra delivery costs are required, our team will contact you directly to discuss your options. If you have any questions or concerns about deliveries or installations, you should contact https://meridian.staffshop.online/pages/support This could be for large items like TVs, Fridges etc where the supplier/courier don’t deliver.

Q: How can I track my order?

A: We will do our best to provide you tracking details once your order has shipped. Due to using a variety of shipping service providers, this may not always be available. You can contact the Staff Shop team via https://meridian.staffshop.online/pages/support if your delivery hasn’t arrived within a reasonable timeframe which could be up to 30 days. We will advise an expected ETA via email.

Q: How long will my order take to arrive?

A: While we strive to meet the stated delivery timeframes, please note that our shipping service providers may experience occasional delays, especially during peak periods, which are beyond our control. We appreciate your understanding and patience. For standard and express shipping, please allow up to 30 days for delivery. Please be aware that suppliers may have their own specified delivery time frames for goods sold by them, so we recommend checking the sales listing for specific details.

Some items provided will be shipped from outside Australia and that in turn presents the potential for delays because of distance or customs and border control. Please check with us

through https://meridian.staffshop.online/pages/support if after 30 days your purchase has not arrived.

Q: Do I need to sign for delivery?

A: Some deliveries, including certain orders, may require a signature upon receipt. It is your responsibility to ensure that you are available to accept the delivery. In most cases the courier company will liaise directly with you to schedule the delivery. You may be required to present your proof of purchase and photo ID upon delivery. Re-delivery fees may occur if a delivery is rejected.

 

Warranties and faulty goods

Q: How do warranties work?

A: Our customer support team is available to assist and provide guidance. If you have any questions or concerns regarding the warranty process or need general assistance, please feel free to contact us https://meridian.staffshop.online/pages/support

The warranty terms and conditions for the specific product is provided by the supplier. It is important to carefully review and understand the warranty coverage, limitations, and any applicable terms or requirements.

If warranty repairs are necessary, the supplier or Staff Shop may provide instructions on returning the item for repair. Please note that any associated shipping costs or transportation arrangements for returning the item to the manufacturer will be the customer's responsibility, unless otherwise stated by the manufacturer.

Q: What do I do if a product is faulty or damaged upon delivery?

A: If you receive an item that:

1. Arrives broken or 
2. Arrives and is not 

Please contact us immediately upon noticing damage or defect so that we can provide the best remedy.

 

Returns

Q: What is your returns policy?

A: Please read the following terms and conditions carefully before proceeding with a return, refund, or exchange request https://meridian.staffshop.online/pages/terms-conditions By initiating a return, refund, or exchange, you acknowledge and agree to comply with the terms outlined below:

1. Eligibility for Return, Refund, or Exchange:

 

A return or refund may occur under the following circumstances:

1. The item received by the buyer does not match the listing as per 3(d).
2. The item is not received by the buyer as per 3(e).
3. The item is not authentic as per 3(f). 

 

To qualify for consideration for a return, refund, or exchange, the buyer must notify Staff Shop directly within 7 days of receipt of the purchase. All notifications must be

via https://meridian.staffshop.online/pages/support

Q: What items can and cannot be returned?

A: We do not accept returns, refunds, or exchanges based on personal preferences or change of mind.

Q: If I buy an item such as a ring or item of clothing that is the wrong size, can I return it for a full refund or for an exchange?

A: Please contact the Staff Shop team to assist https://meridian.staffshop.online/pages/support We may be able to replace incorrect size items. However, we suggest you choose carefully. We do not accept returns, refunds, or exchanges based on incorrect ordering of sizes.

Q: Can I return an item if I change my mind after a purchase is made?

A: You must review your order carefully before placing it. Once an order is confirmed, you are unable to cancel or change it. This policy does not cover change of mind. We do not accept returns, refunds, or exchanges based on personal preferences or change of mind.

Q: Are returns free?

A: As returns are approved on a case-by-case basis, the Staff Shop team will let you know of any costs associated with returns depending on your individual circumstances.

Q: For items returned, how long does it take to receive a refund?

A: After inspecting your goods, if we determine that a remedy is not applicable, such as in cases where we believe the goods have been misused, used contrary to the manufacturer's instructions, used in an abnormal manner, or not taken reasonable care of, we will reject your claim and return the goods to you. Please note that if we have rejected your claim upon inspection, you will be responsible for covering the cost of return shipping. We will provide you with detailed instructions on how to make this payment for the return shipping costs. You may elect not to have the goods returned and no further charges will be levied against you. We strive to process refunds and replacements within 28 days of receiving the original product. However, please note that the processing time may vary depending on the item and the number of returns in our system. Rest assured, we will make every effort to expedite the process and keep you informed along the way.

Q: How will I receive my refund?

A: Refunds will be issued through the original payment method used for the purchase. We can organise a replacement if available at no further cost to you in lieu of a refund. We do not have the facility to issue a credit to your account at this time.

Q: What should I do if I receive the wrong item?

A: If you have any problems with your order, then you must go through the normal returns process outlined in this Agreement. An item received by the buyer that doesn't match the listing refers to:

Clearly looking or being different from the item 

1. An item that is different model, colour, brand from the item 
2. An item that has the wrong specifications to the item 

 

Order Cancellations

Q: Under what circumstances can orders be cancelled?

A: We do not accept order cancellations unless the customer can prove it was a fraudulent order, or if there are significant shipping delays and this cancellation is approved by Staff Shop.

Q: How do I cancel an order?

A: Prior to dispatch of your order, you may cancel your order by using our https://staffshop.online/contact We reserve the right to charge an administration fee to cover our reasonable costs with respect to your cancelled order. If your order has been dispatched, we cannot cancel your order.