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FAQs
We've tried to answer most frequently asked questions in the following categories. Please call our Customer Service centre on 1300-OFFICE (633 423) if your question is not answered below.
Login Process
If you are a business customer, you still have to use your Username and Password as per usual. However, you now need to use the following website address to shop online: www.officeworks.com.au/business.
Note: nothing has changed into your account. If you have a 30 day account with us, it will still work as per before.
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If you are not a business customer, to log into your account you still have to use the website: www.officeworks.com.au
Your existing username and password will work.
If you have any trouble logging into your account, please contact our Customer Service Team on 1300 OFFICE (633 423) - Monday - Friday: 8am - 7pm.
You can also send an email to our support team.
Technical issues with www.officeworks.com.au
I can't remember my login details. How can I reset them?
You'll need to call us on 1300-OFFICE (633 423) Mon-Fri: 8.00am-7.00pm (EDST) to reset your login details. Our Customer Service team will reset them while on the phone with you.
I've forgotten my password. How can I have it reset?
You can go to the login page, then enter your username and click on the link "forgotten your password". You will receive your new password by email within minutes.
The website is too large for my monitor - I have to scroll horizontally to view the content.
This is most likely due to the resolution of your computer monitor. To view the website at its optimal resolution, you'll need to change the resolution of your screen. Our new website design is optimised for 1024 x 768 pixels. To change this resolution on your computer, go to Start / Control Panel / Display / Settings ? Then change the resolution of your screen to 1024 x 768. Click on "OK". Your new setting will be available within a few seconds.
I can't find the product I'm looking for in the search box. What can I do to find it?
Your search terms might be too precise; Try using broader terms. (i.e. Instead of 'glass top white desk' we would suggest searching for 'white desk') Check your entry for spelling errors. If you have a catalogue, you can enter the product code directly into the search box.
Some elements of the website aren't displaying correctly and some pages aren't working properly. How can I fix this?
Due to the changes we've made on the website, it's possible that your computer hasn't updated the pages in it's memory. We suggest cleaning out the old temporary internet files and clearing your computer's internet cache. To do this, open your browser (eg, Internet explorer), then click on 'Tools' (top of your browser), then 'Internet Options' In the section "Temporary internet files" click on 'Delete Files' then tick the box to 'delete all offline content' then click on 'ok'. Close your browser and try viewing www.officeworks.com.au. If the issue still occur please contact our Customer Service team on 1300-OFFICE (633 423) - Mon-Fri: 8.00am-7.00pm (EDST) or email us at support@officeworks.com.au
When I'm at the check out page, I keep clicking on the "continue" button, but it keeps sending me back to this page. I can't access the "order confirmation" page.
All information must be entered correctly at the Checkout page. Where this doesn't occur, you won't be able to progress any further. An error in red will appear at the top of the screen advising you what has occurred, indicating what specifically has not been entered correctly. Please review all the information on this page, make the necessary changes and then click on the "continue" button again. You will be directed to the "order confirmation page".
When will my credit card be charged? Is it when I enter my credit card details at the checkout page?
Your credit card isn't charged at the check out page. It will only be charged once you tick the box 'I accept the general terms and conditions (GTC)' and then click on 'Order Now' in the 'Confirm order' page.
Who can I contact if I need further assistance with the website?
You can email us or call our Customer Service team on 1300-OFFICE (633 423) for assistance with the website. Mon-Fri: 8.00am-7.00pm (EDST).
Order Status
How do I know that Officeworks has received my online order?
Once you have placed your online order you will receive an email confirmation on the email address listed on your account details.
How can I check the delivery status of my online order?
Simply log in and click on the My Orders link at the top of the page under My Account.
What should I do if I my order does not arrive by the specified date?
If your order hasn't been delivered in the specified time frame, please call our Customer Service Centre on 1300-OFFICE (633 423).
Mon-Fri: 8.00am-7.00pm (EDST). If you're calling outside business hours you can record a message. We will call you back in the morning of the next business day.
Orders
What are my payment options when purchasing with my Officeworks account?
Officeworks account customers can pay by any credit card. We also offer a free 30-day account for approved customers. As a 30-day account holder, you can receive your goods straight away and pay the account off just once a month. You can take up to 30 days to pay. To find out if you qualify for a 30-day account, simply call us 1300-OFFICE (633 423).
Can I enter a purchase order number when ordering?
Yes. When reaching the Checkout page there is a field for your Purchase Order number to be placed, and tracked easily in the future.
Can I cancel my order?
Your Statutory Rights entitle you to a refund with proof of purchase if any product you order is defective, unfit for purpose or does not match the description or sample.
In addition to your statutory rights, at Officeworks we offer a 30-day money back guarantee wherever possible. We are happy to refund or exchange as-new products if you are not completely satisfied with a product.
Refunds or exchanges on Software, Laptop Computers, Desktop Computers and Electronic Games are only available if they are unopened or in accordance with statutory laws. Therefore, our 30-day free trial is not available on these products.
I'd rather order by phone. What number do I call?
You can order with Officeworks by phone, fax, or online.
Call our Customer Service Centre 1300-OFFICE (633 423) to place your order. Mon-Fri: 8.00am-7.00pm (EDST)
Catalogue
Are the products on the website the same as in the catalogue you mailed me?
Yes, you can purchase most of the products in your Officeworks catalogue online. If you can't find a particular product, call our Customer Service Centre on 1300-OFFICE (633 423).
Delivery
How long will it take to deliver my Officeworks order?
If you place your order before 11:30am, you will have the option of same day delivery for all in-stock items in metropolitan Sydney, Melbourne, Brisbane and Perth and surrounding areas. Big and bulky furniture items will be delivered the next working day.
Orders placed after 11:30am will be delivered next business day in metropolitan Brisbane, Melbourne, Geelong, Perth & Sydney areas. In other regions, orders will be delivered in just a few days.You can use the Calculate Delivery feature in your online shopping cart to give you an estimate on the delivery timeframe.
What are the delivery charges on my Officeworks order?
Delivery is FREE for orders of $55 or more (excluding big and bulky, drop ship and special order items) in Sydney, Melbourne, Brisbane, Adelaide and Perth and surrounding areas. Orders below $55 in these areas will be charged $5.45 (incl. GST). All other areas will be charged a flat delivery fee of $25.95 (excluding big and bulky, drop ship and special order items).
Delivery fee will be calculated based on the delivery address in your online shopping cart to give you an estimate on the delivery costs.
Can I arrange delivery through an Officeworks store?
Yes. You can organise and pay for delivery when you buy at any Officeworks store.
Officeworks account customers can shop from over 10,000 products online or from their catalogues and have their purchases of more than $55 delivered to their door for free in Sydney, Melbourne, Brisbane, Adelaide, Perth and surrounding areas.
How do I find out what delivery zone I am in?
If you'd like to find out if you're in a same day or other delivery zone call our Customer Service Centre on 1300-OFFICE (633 423) during our office hours: Mon-Fri: 8.00am-7.00pm (EDST)
You can use the Calculate Delivery feature in your online shopping cart to indicate your delivery zone.
Returns
How do I return something I ordered online?
If you are not completely happy with any Officeworks purchase, call us on 1300-OFFICE (633 423) and we will do everything we can to resolve the issue.
How long will it take for my return to be picked up?
Customers inside the same day delivery zone will have their returned goods picked up within 1-2 business days. All other customers can expect to have their returned items picked up within 7-10 business days.
Store queries
I want to visit an Officeworks store but I'm not sure which is closest?
Find your nearest Officeworks store.
Where will I find details of Officeworks store opening hours?
You'll find our hours of operation at Stores/Hours.
Website
I'm having problems ordering online with Officeworks.
Who can I call for help?
Contact our Customer Service Centre on 1300-OFFICE (633 423): Mon-Fri: 8.00am-7.00pm (EDST)
Online Print Services
Can I pick up my order from an Officeworks Store?
Yes, in the shopping cart you can click on the In Store Pick Up option and complete the steps to choose any Officeworks Store to collect your finished order from.
Can I pay for my online order when I collect it from an Officeworks Store?
No, all online orders must be paid for on the website.
Can I cancel an order after I have paid for it?
If your order has already been processed and despatched it cannot be cancelled. It is best to contact the Customer Service Centre on 1300-OFFICE (633 423) Mon-Fri: 8.00am-7.00pm (EDST) to determine the status of your order.
How do I check on my Canvas Art order?
On the Canvas Art website click on Contact Us. You can either call the 1300 number or send an email.
How do I check on my Photobooks order?
On the Photobooks website click on the support link to send an email.
What if my PDF proof differs from the document I uploaded?
This may occur if the original document is not an Australian Standard page size e.g. letter sized document. The PDF conversion process will change the document to fit an Australian standard paper size e.g. A4. This may also change the formatting of the document. Another possible cause is when the creator of the document has not inserted page breaks to define each new section of the document as required. To ensure your PDF proof does not differ from the uploaded document you will need to ensure the page size is set to a Standard Australian Paper size all formatting including appropriate use of page breaks is checked before unloading the document.
Can I get an estimated price without having to upload a file?
The Online Print website has a Quick Estimate tool that will allow you to select your options and print and estimated price. Please note that these prices are only a guide and can change when you place an order through the website.
Officeworks 30-day Account
How do I open an Officeworks 30-day Account?
Simply complete the application form and send to Officeworks for approval.
Do I need an Officeworks 30-day Account to shop online?
No, the 30-day account is only for customers who prefer to manage their cash flow in this way. You can pay for your Officeworks orders by credit card. Call Customer Service on 1300-OFFICE (633 423) to register an Officeworks account, or register online.
Can I use my Officeworks 30-day Account in Officeworks stores as well as online?
Yes, the 30-day account can be used at any of Officeworks store across Australia. You can also make purchases on your 30 Day Account online at www.officeworks.com.au, over the phone or by fax. Please call our Customer Service Centre on 1300-OFFICE (633 423) to find out more about our 30-day account or download the account application form.
Miscellaneous
What's the difference between Officeworks and Officeworks online?
We understand that time is money, so we've made it easy for you to get everything you need to run your business from one supplier. We do this by offering you a choice of ways to shop with us.
Officeworks retail stores offer more than 15,000 quality office and technology products for home offices, students and small to medium size businesses. We even provide a quality printing and copying service for small business budgets. You'll find everything you need under one roof - along with helpful service, great prices and convenient parking.
Officeworks online supplies everything your busy office needs in commercial rather than retail quantities. We make it easy by selling online and from a range of tailored catalogues. So you can sit down at your desk with a cup of coffee, and do all your shopping and purchasing. You can also order your supplies from us via phone or fax. We'll deliver your order as quickly as possible - in fact, on the same day in some areas.