frequently asked questions

Logging in
Forgotten password. I have forgotten my password, what should I do?
New Member Account. I don't have an account, how can I become a member?

My Trolley
No 'Add to Trolley' button. The product I need has no 'Add to Trolley' button. Can I still purchase this product online?
Adding products to My Trolley. How do I add an item to 'My Trolley' ?
Deleting products from My Trolley. How do I remove a product from 'My Trolley'?
Changing product quantities. How do I change the quantity of a product in 'My Trolley'?
Ready to Ship. In My Trolley an item has an Availability In Warehouse status of 'Ready to Ship'. What is meant by 'Ready to ship'?
The cost of delivery. How can I find the cost of delivery for my order?
Length of Shipping Time. How long will my order take to ship?
Delivery Method. How will my goods arrive?
Unable to receive an order. I won't be at the delivery address when my order is expected, what should I do?

Checkout: - Billing & Delivery Details
Changing Delivery Address. Can I change the address of where my products are to be delivered?

Checkout: - Delivery Charges
Delivery Charge. How is the delivery charge calculated?
Own Courier. Can I arrange to use my own courier?

Checkout: - Shopping Summary
The cost of GST. How much GST am I being charged?

Making a Payment
Methods of payment. What methods of payment are accepted by Epson?
Payment on delivery. Can I pay the driver when my order is delivered?
Merchant Information. How can I find Merchant Information?
Received payment. How do I know if my payment has been received?
Credit Card Details. Does Epson keep a copy of my Credit Card details?

My Account
What you can view. What is available to be viewed in My Account?
Checking Order Status. How do I check the status on my order?
Changing personal details. How do I change my Personal details?
Changing E-mail Subscriptions. How do I change my E-mail Subscriptions?
Changed E-mail address. I have changed my e-mail address since registration, what should I do?
Received order. How will I know if Epson received my order?

Order Inquiries
Haven't received order. What if I do not receive my order by the Expected Delivery date?
Not home when order arrived. I won't be at the delivery address when my order is expected, what should I do?
Cancelling an order. How do I cancel my order?
Refund for Cancelled Order. Do I receive a full refund if I cancel my order?
Return policy. What is the Epson return policy?
How to return. How do I return something I've ordered on the website?
Damaged products. Can I return an item that is damaged?

Contacting Epson
Contact Us. How can I contact Epson?
Postal address. What is Epson's postal address?
Street address. What is Epson's street address?

Other Pages
Other useful pages. Are there any other web pages that may help me with any questions I have?

Feedback
Web Site Feedback. Where can I send feedback on the website?

Answers

Finding the Right Products

Products available online.  

Epson only sells genuine Epson consumables, Epson Photo 895 accessories and digital cameras online. 

• Laser Consumables - Imaging Cartridges, Toner Cartridge, Developer Cartridges, Ozone Filters, Photoconductor Units, Waste Toner Collectors, Fuser Oil Rolls, Fuser Kits and Transfer Belt Units.  
• Ink Jet Consumables - Black, Single Colour, Three Colour, Four Colour and Five Colour Ink Jet Cartridges.
• Ink Jet Papers - Archival, Craft, General Purpose, Photographic and Specialty Papers. 
• Dot Matrix Consumables - Fabric Ribbon Cartridges and Film Ribbon Cartridges (Black & Colour, 9 & 24 Pin)
• Stylus Photo 895 Accessories - LCD Preview Monitors, PC Card Adaptors for Memory Stick, Smart Media and Compact Flash.
• Digital Cameras - KD200Z Konica Revio and KD300Z Konica Revio. 

Online Printer Purchase.  

Epson does not sell printers online. Click here for Epson's 'Where to Buy' site where you can locate your nearest Epson reseller.

Products compatible with my Printer.

To find products compatible with your printer-

1. Start at the 'Home' page.
2. Click on the icon for the type of consumable your printer uses.
3. Select a model of printer from the dropdown menu.
4. A page will appear describing your printer and all the 'Related Products' including inks and papers that are suitable for your printer.
5. Select the quantity of one or more Products and then
6. Click on the 'Add to Trolley' button.

Cartridge Refills.

Epson do not sell ink cartridge refills, we recommend only using new Genuine Epson ink cartridges.
Its only a matter of time before the wrong ink may damage your printer.  
For the highest quality output trust the highest quality input. 
Use only genuine Epson inks and papers. 

Other brands.

Epson does not recommend using any other brand of ink cartridge with its printers.
Its only a matter of time before the wrong ink may ruin your printer. 
For the highest quality output trust the highest quality input. 
Use only genuine Epson inks and papers. 

 Logging in

Forgotten Password.

If you have forgotten your password you can have it e-mailed to you immediately. 

1. Click on the 'Forgotten your Password?' link, found on the left hand side of every screen below the 'SEARCH' box.
2. Enter in your e-mail address.
3. Check the 'Forgotten your password?' check box.
4. Click the 'Submit' button.
5. Your password will be E-mailed immediately to the e-mail address entered.

New Member Account.

To open a new member account.

1. Click on the 'New Account........Click here' link, found on the left hand side of every screen below the 'SEARCH' box.
2. Read the Privacy Policy, T & C's, and Terms & Conditions of Sale.
3. Enter your 'Personal Details' and 'Billing Address'.
4. Ensure that your E-mail Address and other details are correct.
5. Check the E-mail subscriptions that you are interested in.
6. Click the 'Submit' button to request a new Member Account.

My Trolley

Adding products to My Trolley.

To add items to your trolley simply click on the 'Add to Trolley' button and one or more products will be added to your trolley.

No 'Add to Trolley' Button.  

Products without an 'Add to Trolley' button next to them may either be Out of Stock or Epson may not sell this product on their site. An Epson reseller may have it in stock. To find the Epson reseller nearest you Click here. (Click the 'Where to buy' button on this screen to find your nearest Epson resellers.)

Deleting products from My Trolley.

To delete an item from your trolley -

1. Select the 'Delete' box next to the product.
2. Click the 'Recalculate' button to delete the item before moving off this screen.

Changing quantities.

To change the quantity of an item in your trolley -

1. Select the quantity from the 'QTY' dropdown next to the product.
2. Click the 'Recalculate' button to adjust the totals before moving off this screen.

Ready to Ship. 

If a product's status is 'Ready to Ship', at the time of placing the item in your trolley Epson had stock available in its warehouse.

Epson updates its website stock levels frequently and endeavours to reflect accurate stock availability on the website. However from time to time a product may go "out of stock" whilst your order is being processed. On the occasion that this might happen, Epson administration staff will contact you to discuss revised delivery times or refund options.

The Cost of Delivery.

To find the cost of delivery for your order -

1. Click on the 'Freight Calculator' button.
2. Enter the destination postcode.
3. Click on the 'Calculate' button.
4. Your delivery charge will appear below the 'Calculate' button.  

Length of shipping time.

You should expect to receive your order from 5-7 working days of making your order.

Form of shipping.

The delivery of all products from Epson to the Customer shall be arranged by Epson using only Epson nominated freight carriers. Do not arrange your own courier to collect the goods.

Unable to receive an order.

If you are unavailable to receive your order, you should follow the directions on the "unable to deliver" card to secure receipt of the goods. You should also contact the Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Checkout: - Billing & Delivery Details

Changing Delivery Address.

To change your delivery address - 

1. Make the appropriate changes to the fields in the 'delivery address information' form.
2. Click the check box to make this delivery address permanent.
3. Click on the 'Continue' button to update your delivery address.

Checkout: - Delivery Charges

Delivery Charge.

Delivery Charges for orders are calculated depending on -

• The total weight of your order (this includes packaging).
• Where in Australia your order is being delivered.

Own Courier.

Epson will not allow the arrangement of personal couriers. The delivery of all products from Epson to the Customer shall be arranged by Epson using only Epson nominated freight carriers. Do not arrange your own courier to collect the goods.

Checkout: Shopping Summary

The Cost of GST.

The total Goods and Services Tax (GST) for your order is stated in the 'Order Details' that can be found under your 'Billing Details'. In your 'Order Details' the 'GST Total' can be found under the 'Order Total'.

Making a payment 

Methods of Payment.

Epson Australia Pty. Limited (EAL) accepts payment via VISA or MasterCard credit cards only. Epson does not accept payment by any other method.

   
Commonwealth Bank (CBA) Internet Payment Gateway is used. On this Bank Website, CBA will verify credit card information and credit availability. This site will advise you that your Order has been accepted and e-mail you confirmation that your Card has been debited. You will then be returned to the Order Completed Page where you can complete a survey.

Payment on Delivery.

You cannot pay for your order on delivery. Epson will only accept payment by credit card for orders made on the website. 
Credit cards accepted are VISA or MasterCard. 

Merchant Information.

-  Internet Payment Service

During the shopping process you will come to the 'Commonwealth Bank - Internet Payment Service' screen. On this screen you will find 'Merchant Information'. For more merchant information, click on the 'Click here to see more' link, found above your invoice number.

Payment Received.

The bank's site will advise you that your Order has been accepted and e-mail you confirmation that your Card has been debited. You will then be returned to the Order Completed Page where you can complete a survey.

Credit Card Details. 

Your credit card details are not entered into, passed through or retained by Epson's systems.

 My Account

What you can view.

Starting at the My Account page you can view -

• Back to My Trolley - View the contents of your trolley and shopping selections.
• Order History - Review past and/or your pending orders.
• Account Profile - Update your personal details
• Home - Return to the Home page to Buy Now!
• E-mail Subscriptions - Review or change your personal e-mail subscription settings.

Checking Order Status.

To check the status of your order - 

1. Start at the 'My Account' page
2. Click on the 'Order History' link.
3. Find your web order number and click on the blue information icon next to the order number.
4. In the 'Order Details' table, 'Order Status' will show you the current status of your order.
   
   Your order status could be -
   
   • Order Received - Your order has been received by the websites Back End.
   • Order Processing - The Mainframe is processing your order and checking stock levels.
   • Order Accepted - Your order has been accepted and allocated stock.
   • Order Picking in Progress - The products in your order are currently being picked for packaging in the warehouse.
   • Order Dispatched - Your order is ready and waiting to be shipped or has already left the warehouse.
   • Order Postponed - There is a problem with your order and it has been put on hold, contact Epson Customer Service immediately on 1300 361 054.

Changing personal details.

To change your Personal Details - 

1. Start at the 'My Account' page.
2. Click on the 'Account Profile' link.
3. Change the appropriate fields in the 'Personal Details' form.
4. Click on the 'Update details' button to make your changes.

Changed e-mail address.

If you have changed your e-mail address since registration, you should update your personal details with your new e-mail address.

To change your e-mail address -

1. Start at the 'My Account' page.
2. Click on the 'Account Profile' link. 
3. Enter your new e-mail address in the 'E-mail Address' field of the 'Personal details' form.
4. Click on the 'Update details' button to change your e-mail address.

Received Order.

If your order has been received by Epson an e-mail confirmation* will be sent to you within a few minutes of making your order. 

*If you do not receive confirmation make sure that your e-mail address is correct in your 'Personal Details' and contact the Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Order Inquiries

Haven't received order.

If you have not received your order by the expected delivery date, don't panic, your order should be on its way. To check the status of your order - 

1. Start at the 'My Account' page.
2. Click on the 'Order History' link.
3. Find the Web order number and click on the blue information icon next to the number.
4. Click on the 'Consignment Number & Dispatch Times' link under the 'Delivery Details'.
5. 'Date/Time Dispatched' will show you the date, time, products and quantity that left the Epson warehouse.
6. Expected delivery time is 1-5 working days after this date.

If you still have any questions contact the Epson Customer Service Help Line: 1300 361 054 (Mon - Fri   8:30am - 6:00pm). 

Not home when order arrived.

If you were unavailable to receive your order, you should follow the directions on the "unable to deliver" card to secure receipt of the goods. You should also contact the Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Cancelling an order.

If you want to cancel an order, you must contact Epson Customer Service immediately on 1300 361 054. Epson will endeavour to accommodate your request, if the merchandise has not already been shipped.

Refund for Cancelled order.

If you cancel your order the amount refunded will depend on whether your -

• Entire order is cancelled prior to shipment - a credit for the full amount will be applied.
• Order has already been shipped - the normal returns and exchanges procedure will apply.

Return Policy.

For information on the return of goods read the Terms & Conditions of Sale.

How to return.

The procedure for returns depends on your reason for returning your order - 

• Incorrect ordering of Consumables - All merchandise for return or exchange must be in new condition, unopened, with its original packaging and returned within 7 days of receiving the goods. If you wish to return or exchange merchandise, phone Epson customer service on 1300 361 054.
  Once the original item is received by Epson a credit will be issued against your credit card and you may have to pay a freight charge.
• You have changed your mind - All merchandise for return or exchange must be in new condition, unopened, with its original packaging and returned within 7 days of receiving the goods. If you wish to return or exchange merchandise, phone Epson customer service on 1300 361 054.
  Once the original item is received by Epson a credit will be issued against your credit card and you may have to pay a freight charge.
• Your order arrived damaged* - You must notify Epson within 48 hours of receipt of delivery and the consignment note must be annotated as "Received Damaged". 
  *The "damage" is restricted to damage caused in the journey from the Epson warehouse to the destination specified by you.
• Incorrect supply of order by Epson - Contact Epson within 7 days of receipt of delivery by ringing the Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm). Epson will gladly pick up the wrong order and deliver the correct order as soon as possible. There will be no charge for this type of return.

Damaged products.

If your order fails to function on set up, is damaged, broken or fails within 14 days of purchase it may be deemed Dead on Arrival (DOA). You should inform Epson of any products that are DOA so that Epson can arrange for them to be replaced. 
Prior to contacting Epson please perform the simple checks in the DOA Checklist within Epson's Terms & Conditions of Sale. If your order is deemed to be DOA contact Epson Customer Service Help Line: 1300 361 054 (Mon - Fri 8:30am - 6:00pm).

Other Pages

Privacy Policy details Epson's approach to your privacy - Privacy Statement

Security Policy details Epson's approach to secure trading Security Policy

Terms & Conditions of the Website details general website Ts&Cs Terms and Conditions

Terms & Conditions of Sale details the terms of purchase & return Terms and Conditions of Sale

The Seven Steps to Checkout details the shopping process Seven Steps to Checkout

Trolley Help details the use of 'My Trolley Trolley Help

Commonwealth Bank. From the Internet Payment Services page you can view -

• Terms and Conditions - The conditions of use.
• Merchant Information - Epson's merchant information.

To view these bank web pages you must proceed to Step 7 of the shopping process.

Contact Us

By phone:

Customer Service Help Line:  1300 361 054 (Mon - Fri   8:30am - 6:00pm)

By e-mail:

Pre Sales Enquiries - Customer Service Pre-Sales

Post Sales Support (Technical Support)- Customer Service Post-Sales

Account Enquiries - e-mail the website administrator through the contact form on the Shop Online website (www.experience.epson.com.au/contactus.asp).

Address

Post:
Locked Bag No. 2238
North Ryde BC 1670
NSW 2068

Street Address:
Epson Australia Pty Limited
3 Talavera Road
North Ryde NSW 2113

Feedback
We are always looking at ways to improve our service to you, so if you have any suggestions please e-mail us through the contact form on the Shop Online website (www.experience.epson.com.au/contactus.asp).