FREQUENTLY ASKED QUESTIONS
PAYMENT
Is it safe to use my credit card on your site?
Shopping at DROP.com is safe. Every credit card purchase you make is verified and protected.
What payment options do you offer?
We have different payment methods available on the site: Paypal, Mastercard, Visa, and Afterpay.
How do I use my voucher?
Redeem your voucher code during checkout on the payment section.
You will see a title labelled 'Add voucher or gift card'. Copy and paste the code into this field for it to apply. Vouchers cannot be redeemed for the purchase of Gift cards.
What if I forgot to apply my voucher to my oder?
Just forward us the order number and the code you were going to apply and if the voucher and order matches we will honour the price for you. Send us through a web form from the Contact Us page and we will get back to you as soon as possible.
DELIVERY
How do I track my order?
You will be able to track your DROP order as soon as it leaves our Fulfilment Centre or our Partner Provider and is on its way to you. If you have placed an order where your items are being sent from multiple locations, you will be able to track all of the parcels separately and they may be delivered to you on different days and times.
We will send you the tracking details for your delivery via email to the email address you entered when you placed your order. If you are unable to locate the email you can always track your order via the Your orders section under your DROP account.
What is the status of my order?
To view the status of your order click on the "My Account" link found at the top of the page. You will be able to view your order history and get detailed information on the progress of your order.
Please allow 5-10 business days to process your order. Once your order is shipped you will receive an email with your tracking information. Should there be a delay in the processing of your order, you will receive an email with an explanation and any steps needed on your behalf to complete the order.
Be sure to check your “junk mail" box in the event your ISP flagged the email as spam. To insure you receive our emails add us to your safe sender list.
Can I cancel my order?
Unfortunately, we are unable to cancel your order once it has been shipped and obtains a tracking number.
If you do not wish to keep this package, you may refuse it upon delivery to be returned to our company for a full refund.
Can I change my address on my order?
Unfortunately, we are unable to alter billing or shipping information once your order has been placed for security purposes. We can request cancellation for your order in which you may then replace if we are able to intercept the package from being shipped. Please allow 24 business hours for a confirmation email if you wish to proceed with cancellation.
Why am I not getting my order and shipping confirmation emails?
There are a number of reasons why you may not be getting these emails. One way to assure you receive these emails is to add questions@DROP.com.au to your address book. By doing this you are telling your Internet Service Provider our emails are not spam and they will not go in your junk folder or be bounced by your ISP.
Do you ship internationally?
No, we are only able to deliver goods to Australia and New Zealand.
RETURN AND EXCHANGE
We have 3 simple rules:
You have 30 days from purchase to return your item(s) back to our Fulfilment Center.The item(s) must be unworn, unused and it’s original condition with all tags and hygiene seals attached.Make sure to pop the return back to us in its original packing including any branded dust bags and shoe boxes. Don’t worry we do not need the clear plastic packaging!
All of our returns are free and without hassle, simply initiate the return online and follow the steps to send it back.
How do I send my return back and how long will it take?
Once we have received your return at our warehouse, it should take between 2-7 business days to complete. You will receive an email confirmation once the return is completed.
Do I have to pay shipping for my return items?
Yes, you are responsible for getting your return item(s) back to the appropriate warehouse.
We recommend that you obtain a tracking number when returning your package. If packages are not checked in at the warehouse and you do not have tracking the return may not be processed.
Can I return underwear or a bathing suit?
No. DROP does not accept bathing suits or underwear returns.
The only exception will be for shrink wrapped items that have the packaging intact and unopened.
How long will it take for my return to be processed?
Once we have received your return at our warehouse, it should take between 2-7 business days to complete. You will receive an email confirmation once the return is completed.
How will I be refunded?
All refunds are reverse transactions back to the same payment method you used when you placed your DROP order.
We will always let you know once your refund has been processed via email to the email address you have connected to your DROP account.
Please feel free to contact us at : 1 (844) 625 - 5667
Monday through Friday 9:00 AM- 5:00 PM(Pacific Standard Time)