Identity Direct

What method of delivery do you use?

We deliver by standard post supplied by Australia Post

Can I specify exactly when and where I want my package dropped off?

The postal service only delivers to street mail boxes and PO Boxes. Unfortunately we cannot instruct them to deliver your items anywhere else on your property or tell them what time to make your delivery.

What is your delivery time frame?

We can guarantee a delivery time frame of a maximum of 21 days.

Which countries do you deliver to?

We deliver to Australia, NZ, UK, USA, and Canada. Our local websites only deliver within their specific geographical location.

International Sites:

New Zealand: www.identitydirect.co.nz
United Kingdom: www.identitydirect.co.uk
United States: www.identitydirect.com
Canada: http://www.identitydirect.ca/

If I live in Australia, is it possible to get my order sent to other countries?

In these cases, it will be more convenient for you to place your order from the recipient’s local Identity Direct website to take advantage of their postal system.

What type of payment methods do you accept?

We accept Visa, Mastercard and American Express. For telephone orders, please contact our Customer Services team on 1300 551 106 Monday – Friday, 8am to 5:30pm.

If I receive my order and find some of the products are damaged upon receipt, what action can be taken to resolve this issue?

We offer a 100% money back guarantee. If you have received an order which is damaged, all you need to do is return the product to us within 30 days and we would be more than happy to offer a replacement on the product or refund. Please contact our Customer Service Department on 1300 551 106 for instructions on how to return your product. Please note that we do not replace or refund if you incorrectly enter your personalisation details when ordering on our website.

Is the website secure?

The most crucial page on the website is the Secure Checkout page. This is where you provide your billing and shipping details as well as your payment details. This page has a security encryption set up to ensure all customer details cannot be accessed and is represented by the little padlock in the bottom right hand corner of your tool bar. You will not see the padlock if you are just browsing through the web site.

I have received a catalogue/brochure which entitles me to free gifts if I spend over a certain amount. If I am ordering online will I still be entitled to this promotion?

All promotions and offers will be allocated when the offer code, (listed on the order form of the catalogue/brochure) is provided on the secure checkout page in the ‘offer code’ section.

How far in advance should I place my order for Christmas?

Due to the high volume of orders we receive over the Christmas period, and taking into account that personalised products require time, we advise that you place your order as far in advance as possible to reach your happy and excited children at Christmas time. Last day for guaranteed Christmas delivery is 14 December.