Shipping & Delivery

How long will it take for my order to be dispatched?

• Most orders are dispatched from our Australian warehouses within 1–2 business days after your payment is received.
• We select products based on high-quality standards and prioritize local sourcing from Australian warehouses for your convenience.

Which shipping carriers do you use?

• We primarily ship using Australia Post, utilizing either their Parcel Post or Express Post services.
• Once your parcel is dispatched, you will receive a confirmation email with a tracking number to follow its progress.

Can you deliver to a PO Box?

• No, we cannot deliver or supply products to a PO Box.
• Additionally, we do not permit customer collection or pick-ups from our warehouse facilities.

What happens if I miss my delivery?

• If the delivery is missed or there is no safe place to leave the item, it will be taken to the nearest Post Office for your collection.

Do you ship to remote areas?

• While our suppliers aim for Australia-wide coverage, some remote postcodes may be undeliverable for certain items.
• If your postcode is undeliverable, your order will be cancelled and a full refund will be issued automatically.

Returns & Refunds

What is your warranty policy?

• In addition to your rights under the Australian Consumer Law, we offer a 12-month warranty on products found to be faulty or damaged.
• This warranty does not cover issues arising from normal wear and tear, improper assembly, or abnormal use.

How do I report a faulty or damaged item?

• You must report any faults, damages, or missing parts through our contact page with your order number and clear photo or video evidence.
• Please do not dispose of any items before the claim is finalized, as we may require an inspection.
• For missing parts, once the claim is validated, we will dispatch the parts as soon as they are available.

Can I return an item if I change my mind?

• We do not accept change of mind returns.
• We do not accept change of mind returns for health and safety products or bulk purchases.

Are there fees for returns?

• If a return is accepted with extraordinary circumstances, a 10% restocking fee plus the original shipping costs will be deducted from your refund.
• Returns due to incorrect or incomplete delivery information provided by the customer are also treated as returns.

Orders & Payment

Can I change my address after placing an order?

• Once an order is received, the delivery details cannot be changed.
• Please double-check your shipping address before finalizing your purchase to avoid additional charges or items being returned to the sender.

Who owns and operates Direct Store?

• Direct Store (directstore.com.au) is owned and operated by Sivad Network Pty. Ltd., an Australian private company.