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Frequently Asked Questions
Do you have a question? Here are some common questions and answers on how things work at Durex e-store.
Orders
- I've placed an order. Can I change or cancel it?
- What is your returns policy?
- How long does it take to receive my order?
- Will you send an order confirmation?
- Why was my order cancelled?
- How can I access my Order History?
Shipping
Payment
- Which forms of payment do you accept?
- How do I work out what it will cost in my currency?
- Is it safe to use my credit card?
- When is my credit card charged?
I've placed an order. Can I change or cancel it?
If it's not been shipped, you can easily modify your order. As we do not bill until the time your order is ready for despatch there is no need for payment adjustments either.
If your order has shipped, you will need to organise an item return with us.
For any order enquiries please contact us via email on enquires@durex.com.au or via telephone on Freecall 1800 999 155 (Australia) or 0800 165 100 (New Zealand).
What is your returns policy?
Please view our shipping and returns page
How long does it take to receive my order?
We exclusively use Australia Post for all our Australian and New Zealand. You'll find more information about shipping times on our Shipping page.
Will you send an order confirmation?
We'll send you an order confirmation via e-mail. This will include your order reference number, each product you have ordered and its price. It will also confirm the shipping details you have provided us.
If you have questions about your order confirmation, or if you don't receive an order confirmation within 24 hours, please contact us via email on enquires@durex.com.au or via telephone on Freecall 1800 999 155 (Australia) or 0800 165 100 (New Zealand). Please ensure when you open your account with us that your email address is correct. Due to their unreliability we recommend that you don't use the FREE email services (eg. Hotmail).
Also, check the status of your order anytime by checking your online Order Status after logging in to your account.
Why was my order cancelled?
On rare occasions, we cancel customer orders for the following reasons:
- You request to cancel the order.
- The product you ordered is out of stock.
- We are unable to contact you if we have any matters that need to be resolved, eg out of stocks or shipping charges
- For your protection, we require that the billing address you use at Durex e-Store match the billing address on your credit card. If your credit card issuer can't verify your billing address, we cancel your order for security reasons.
When you place an order with Durex e-Store, a cancellation notice is attached with your confirmation e-mail, and you will not be billed for any cancelled product(s). The order will be cancelled within 24-48 hours.
How can I access my Order History?
As a valued customer of SSL International, you can simply login and you will be able to check current as well as past orders.
How much do you charge for shipping?
Shipping charges are not included in the product price. We charge a flat fee for shipping and handling depending on the shipping location. Please visit our Shipping Page for more details.
Do you ship outside Australia?
From our Australian site, we ship to both Australia and New Zealand. For delivery of products outside of ANZ, simply click on the e-store link on the Durex global site, www.durex.com.
How do I contact you?
We can be contacted directly at SSL Australia. Please contact us via email on enquires@durex.com.au or via telephone on Freecall 1800 999 155 (Australia) or 0800 165 100 (New Zealand).
What forms of payment do you accept?
We accept Mastercard, Visa.
How do I work out what it will cost in my currency?
All prices at Durex e-Store are quoted in Australian Dollars. Please click here to go to the Currency Converter. Simply enter the amount in Australian Dollars, select your currency and click on 'Perform Currency Conversion'.
Is it safe to use my credit card?
Yes! With state-of-the art encryption technology, shopping with your credit card at Durex e-Store is safe and private. We use Thawte SSL 3.0 (128 bit) encryption technology. Whenever you're on a secure page on our site you'll see a small padlock at the bottom right of your browser page. This is your guarantee that your information is safe with us. Find out more about our Privacy Policy.
When is my credit card charged?
We charge your credit card once your order is ready to be shipped. No charges are made until that time.
