Frequently Asked Questions

 

Phone
1300 SCOOPON (1300 726676)

Live Chat
Click on the Live Chat window located at the bottom right hand side of the Scoopon page.

Online Form
Visit our Help Centre, click the 'Contact Us Now' link in the top right of the page and follow the instructions. Please note that you must be signed in to your Scoopon account to use the online form. Our Team aims to respond to within 2 business days.

Email
For travel enquiries, please email travel@scoopon.com.au
For all other enquiries, please email customerservice@scoopon.com.au
Our Team aims to respond within 2 business days.

Please note: The Scoopon Customer Service Team operate between 9am - 9pm Monday - Friday and 9am - 5pm Saturday - Sunday AEST.

Always carefully read the 'The Fine Print' & 'Highlights' sections on the deal page for specific instructions on how to redeem your Scoopon.

Most businesses will require prior booking and will ask that you provide your Scoopon Number when booking. In most cases, you will also need to take your printed Scoopon along with you at the time of redemption. Check when you make your booking for any extra requirements.

Your account details can be updated by clicking on the head shaped ‘My Account’ icon in the upper right of the page. You must be signed into your account to access the My Account menu. If you are not signed in, clicking on the My Account icon will prompt you to sign in to your account.

Personal Details

The Personal Details page allows you to edit your personal details such as your name, suburb and gender.

Address Book

The Address Book page allows you to add, edit and save addresses for use when your Scoopon includes a physical product to be delivered to you. During checkout, you can choose to save a new delivery address to your address book and if your address book already contains one or more addresses, the ‘Primary Address’ will be automatically selected. The Primary Address in your address book is designated with a blue tick and can be changed by clicking in the circle to the left of each address entry in your address book.

Please note: These saved addresses can only be used for Scoopon Local and Travel deals and are not transferrable to Scoopon Shopping. To access your Scoopon Shopping address book, select ‘Shopping’ from the main menu and navigate to ‘My Account’ followed by ‘My Addresses’.

Please note: Once an order has been placed, changing the delivery address in your address book will not change the delivery address for that order.

Payment Methods

The Payment Methods page allows you to remove your saved credit card details and view your store credit balance. If you wish to save your credit card details for future use, on the ‘Place your order’ page simply tick the box next to ‘Save this card for future use’. The next time you purchase, your credit card details will be automatically selected.

Please note: Your credit card details are securely stored and your details will not be visible in full to Scoopon or any other person or entity.

My Subscriptions

The My Subscriptions page allows you to easily manage your Scoopon email subscriptions. Enter a suburb or postcode in the form provided to subscribe to daily deals for that region. Your current subscriptions are shown in a list on the right hand side of the screen. Click the blue tick boxes to subscribe or unsubscribe from Shopping, Travel and your postcode regions.

Please note: Subscriptions to Shopping and Travel deals can be toggled on and off but deleting a postcode subscription requires that you add it again using the form provided.

When you have store credit, it is applied automatically to your order at checkout. If your purchase is equal to, or less than, the value of your store credit you will not need to pay anything more. If your purchase exceeds the value of your store credit, you can choose to pay the difference on your credit card or via PayPal.

Please note: Store credit for Scoopon Shopping is separate from store credit for Scoopon Local and Travel deals. Your store credit for Scoopon Local and Travel can be viewed on the Payment Methods screen which is accessed from the My Account menu. Your store credit for Scoopon Shopping can be viewed by selecting ‘Shopping’ from the main menu and navigating to My Account. You must be signed in to access your account details.

If you have store credit for Scoopon Local and Travel which you would like to apply to a Scoopon Shopping purchase (or vice versa) please contact our Customer Service Team who will be able to assist you.

You can easily change your newsletter subscriptions from the My Subscriptions page that can be found in the My Account menu.

On the My Subscriptions page, enter a suburb or postcode in the field provided to subscribe to daily deals for that region. Your current subscriptions are shown in a list on the right hand side of the screen. Click the blue tick boxes to subscribe or unsubscribe from Shopping, Travel and your postcode regions.

Please note: Subscriptions to Shopping and Travel deals can be toggled on and off but deleting a postcode subscription requires that you add it again using the text field provided.

Please note: It may take up to 24 hours for your new settings to take effect.

You may not be receiving your Scoopon daily newsletters because your email provider is blocking the emails. First, please add newsletter@edm.scoopon.com.au and noreply@scoopon.com.au to your safe senders contact list to ensure your newsletters are not being blocked or filtered to 'junk'.

If you are still having trouble, please contact our Customer Service Team with your preference of which email newsletters you wish to subscribe to, or unsubscribe from, and the correct email address that you wish to have the email sent to. We can then manually update your newsletter subscription and give you specific instructions on how to add our email addresses to your safe senders list.

You can easily reset your password by following the steps below.

  1. On the sign-in page, click the ‘Forgot Password?’ link under the sign-in form. You can access the sign-in page by clicking on the head shaped ‘My Account’ icon in the upper right of the page.
  2. Enter your email address in the form provided and click the 'Reset Password' button.
  3. You will be sent an email from Scoopon containing a reset password link.
  4. Click on the link contained in the email and you will be prompted to choose a new password for your account.

If you are still having trouble, contact our Customer Service Team and they will assist you as soon as possible.

You can easily reset your password by following the steps outlined in ‘Help I’ve forgotten my password!’, or if you are already signed in to your account you can follow the steps below.

  1. Click the head shaped 'My Account' icon in the upper right of the page and select Personal Details.
  2. On the Personal Details page, click the ‘Reset Password’ link.
  3. Enter your email address in the form provided and click the 'Reset Password' button
  4. You will be sent an email from Scoopon containing a reset password link.
  5. Click on the link contained in the email and you will be prompted to choose a new password for your account.

If you are still having trouble, contact our Customer Service Team and they will assist you as soon as possible.

You can view the status of your orders by following the steps below.

  1. Hover over the My Account menu and select ‘My Shopping Orders’.
  2. Click the link ‘View my Shopping Orders’.

From this page, you will be able to check the progress of all your orders. There are the 5 possible statuses that your order could be in:

1. Payment received

We have received your order request along with your PayPal payment and your order should be processed shortly.

2. Payment eWay

We have received your order request along with your Credit Card payment and your order should be processed shortly.

3. Processing

Your order has been sent to the warehouse for packing and shipment (address labels are being printed, paper work is being gathered, etc.). Please allow up to 15 days for this to occur.

4. Dispatched

The label for your order has been printed, your order has been packed and it’s on its way to you. If you received a tracking number via email, you can use this to track your parcel on the Australia Post website.

5. Hold

The system may have found something wrong with your payment or your order was randomly selected for a security check.

We aim to get your order packed and dispatched within 5 business days; however, we ask that you please wait up to 15 days to receive your delivery.

If your order is listed as HOLD on the My Shopping Orders page, this means that our system has automatically flagged your order for a random security check. Don’t panic – this is random and could happen to anyone. Your order will be reviewed and if everything matches will be processed shortly.

Please note: We may email you for further information to ensure that you knowingly placed the order. If the HOLD status persists for more than 48 hours then contact our Customer Service Team and they will assist you as soon as possible.

Depending on what you order and where you live it will take 5 - 21 days for you to receive your order.

Please take note of the information on the advertisement and checkout pages. You will be able to see if the item is 'In Stock' (fast delivery), or if it requires a 'Special Order' which may take up to 4to leave our warehouse.

Some of our items ship immediately, others take a bit longer than a traditional online store, but this is how we consistently bring you savings of up to 70% off!

You can alter the deliver details for your order while the order still has ‘Payment Received’ status. To change your delivery address please follow the steps below:

  1. Sign in to your Scoopon account
  2. Click the head shaped 'My Account' icon in the upper right of the page and select ‘My Shopping Orders’ from the menu.
  3. If the status reads ‘PAYMENT RECEIVED’, click on the ‘Edit Address’ link
  4. Update your address with the new details

Please note: this is not applicable to Special Order or Personalised items. Please contact our Customer Service Team immediately if your Special Order item is being sent to the incorrect address.

Please note: If your items are undeliverable to the address listed, they will be returned to our warehouse. We will then be in contact with you to organise for your items to be either resent to your preferred address, or for your order to be refunded.

If you are not home to receive your delivery, a card will be left by Australia Post with instructions on how to collect your parcel. This card generally means that your parcel is waiting for you at a local post office.

You may need to present this card to the post office upon pick up with photo identification.

Please try & arrange pick up as soon as possible as some post offices will only keep your parcel for a short period of time before they return it back to us.

 

If you have received a damaged or faulty item or you believe the item has been incorrectly listed, please follow the steps below:

If your order appears in the ‘My Scoopons’ section of your account:

Please complete the customer contact form and let us know what happened so that our Customer Service Team can resolve the issue for you as quickly as possible.

If your order appears in the ‘My Shopping orders’ section of your account:

Please apply for a Return Request / Return Merchandise Authorisation (RMA) within 2 weeks (14 days) of receiving your order by following the steps below:

  1. Sign in to your Scoopon account
  2. Hover over the My Account menu and select ‘My Shopping Orders’ from the menu.
  3. Click on the order you would like to return
  4. Click on the Request / Return link and fill out the form. Please allow up to 7 business days for us to review your claim and respond.
  5. Please also attach photographs of the faulty items using the link provided to help speed up the claim process.

If you are claiming that your item is damaged or faulty, it will be checked & tested by Scoopon. If the item works correctly no refund will be provided and it will be returned to you so you can enjoy your purchase.

If your item is deemed faulty it will be replaced (if possible) or credited. If an item is replaced, Scoopon will cover reshipping costs.

We realise that sometimes you change your mind after you have made a purchase. If you do change your mind, we will need you to send the product back to us in the original packaging, unopened and sealed. We will then provide you with a store credit less the delivery fee and a restocking fee (either 20% or $25 whichever is lower).

Please note: Return postage will be at your expense and refunds are only offered where the product is faulty, damaged or incorrectly advertised.

If your order appears in the ‘My Scoopons’ section of your account:

Please complete the customer contact form and let us know what happened so that our Customer Service Team can resolve the issue for you as quickly as possible.

If your order appears in the ‘My Shopping orders’ section of your account:

  1. Sign in to your Scoopon account
  2. Hover over the My Account menu and select ‘My Shopping Orders’ from the menu.
  3. Click on the order you would like to return
  4. Click on the Request / Return link and fill out the form. Please allow up to 7 business days for us to review your claim and respond.

We know shopping online can be challenging because you can't physically see, touch or hold the item you are buying. Our Customer Service team is happy to work to find a suitable resolution if you're unhappy with the quality of the product or it's not quite what you were expecting. Please complete the contact form selecting "Products/Goods that are delivered to you" from the menu.

Please note the following conditions on returning an item:

  1. The item must be returned within 28 days of ordering
  2. The item must not be used or worn and have the original tags and/or packaging
  3. The item must not be damaged in any way

Please note: Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks, swimwear and adult toys due to hygienic reasons. Remedies for defective goods are still available.

We know shopping online for shoes and clothes is challenging because you can't try them on prior to purchase. We’re happy to take back anything that doesn't fit properly and refund you, with some conditions (see below). We'll also be able to waive the normal restocking fee and provide you with a reply paid return address so you won't be charged for returning the item.

Please note: We are currently unable to swap shoes or clothes for a different size. If we still have stock you can repurchase the size you think you need. Rest assured you will be refunded for the original item once it has been received by our Returns Department.

Please note the following conditions on returning an item:

  1. The item must be returned within 28 days of ordering
  2. The item must not be used or worn and have the original tags and/or packaging
  3. The item must not be damaged in any way

Please note: Change of mind returns are not accepted for intimates, which includes underwear, hosiery, socks, swimwear and adult toys due to hygienic reasons. Remedies for defective goods are still available.

Please visit our Partner with Scoopon page to find more information on how Scoopon works, how we can help grow your business and how to get in contact with us.

If you receive a call from us, please don't panic!

We often randomly select customers that have made a high value purchase. This is to ensure the customer has knowingly placed the order and all customer details match and we can dispatch your order without delay.

Please note: If you receive a call and you are unsure and do not feel comfortable please contact our Help Centre ASAP so we can organise a time to verify your details and avoid us cancelling your order.

If you are experiencing technical issues whilst using www.scoopon.com.au, such as buttons missing or drop-down menus not appearing, this is most likely due to your Internet Browser not being compatible with our website. This can be easily fixed by upgrading or switching to the latest version of Google Chrome.

We recommend Google Chrome for navigating the Scoopon website as it is most compatible with the gizmos and gadgets on the site. You can download a copy of a free upgrade at the link below:

https://www.google.com/chrome

We are committed to improving the Scoopon experience for our Members, so if you are having technical difficulties we’d greatly appreciate you contacting our Customer Service Team with answers to the following questions:

  1. Are you using a PC, iPhone/iPad or Android device to access www.scoopon.com.au
  2. What Internet Browser are you using (Internet Explorer, Safari, Google Chrome, Mozilla etc.)
  3. What version is your current browser/operating system?
  4. Have you cleared your cookies cache?
  5. What were the exact steps taken before you received the error message?
  6. Are you able to provide a screenshot of error message?

If you have checked our Help Centre and still haven't been able to find an answer to your question, please feel free to use our customer contact form to submit a request and our helpful customer support team will be glad to assist you further.

Please include as much information as you can relating to your question and select the most relevant category from the drop-down menu, so our support team can help you as quickly as possible.

Please allow up to 2 business days for our team to respond to your query.

Please note: Whenever a support query is updated it is considered a new ticket and will move to the bottom of the queue so please allow our customer service team time to respond to your initial query. We’ll ask you for more information if required.