FAQ - Frequently Asked Questions

Questions:

Answers:

Shipping

1. How much does delivery cost?

All items available on our website will be shipped free of charge to any location in Australia.

2. Do you ship to Melbourne / Sydney / Perth / Darwin / Alice Springs / Tasmania / ...?

Yes, OzImport will ship to almost any location in Australia. Feel free to contact us if you're in doubt.

3. Do you deliver to remote areas?

OzImport delivers free of charge to almost anywhere in Australia. There are however some areas in Australia which are not covered by our courier. If you’re in doubt please get in touch and we will confirm with our courier.

4. With which courier will the goods be shipped?

Most orders are shipped via UPS. For remote locations UPS sometimes hires a local subcontractor to deliver the appliance to your doorstep. UPS offers international tracking, so you will be able to follow your appliance travel halfway around the world.

5. When will my order be shipped?

OzImport ships daily from it's warehouse in Sint-Niklaas, Belgium. Mind that most products need to be sourced from the manufacturer first, which usually takes 1-3 weeks.

In case an appliance would not be in stock with the manufacturer we will contact you immediately to let you know when we expect to receive / ship it. If you're not happy with the expected delivery date you can cancel your order and we'll give you a full refund.

As soon as the appliance leaves our warehouse we’ll send you a tracking number.

6. How long does international delivery take?

Shipping to the major metropolitan areas usually only takes 3-10 days, shipping to remote areas might take a couple days longer. As soon as your package leaves our warehouse we'll send you a tracking number and the expected delivery date.

7. What happens if I am not home when my package gets delivered?

The courier will leave a note when delivery was attempted and no one was home. The note will contain a reference number which you can use to change delivery address, ask for delivery at a later date, or collect the package from a local depot. By default the courier will try to deliver the item 3 days in a row. After that the package will be returned to sender.
We advise to get your appliance delivered to a business address to make sure someone is available all day to accept it.

8. Can I track my order?

Yes, you can.

We'll send you a tracking number as soon as your appliance leaves our warehouse. You can enter your tracking number on the UPS website.

9. Will all items in my order be shipped separately or together?

We'll ship items as soon as they arrive in our warehouse. That means that you might receive multiple deliveries when ordering multiple appliances. We'll inform you when each item gets shipped.

10. What should I do when my package is damaged when it arrives?

All goods are fully insured. Please contact us immediately in case of any damage, and let the driver confirm the damage in writing. In case an item gets damaged in transit we will immediately send you a new item, so you don't have to worry about anything! We will just need some pictures of the damaged, unopened box, and of the product. The damaged product will then be picked up at a later date.

11. Do you deliver to countries other than Australia?

At this point in time OzImport only offers shipping to Australia.

Warranty

1. Where can I find the warranty terms and conditions?

Please click here for more information on warranty.

2. Do you offer extended warranty?

OzImport doesn’t offer extended warranty packages at this point in time.

3. What about warranty for goods bought before April 11 2012?

For goods bought before April 11 2012 the old warranty terms and conditions apply. You can find more information on your invoice. Feel free to contact us for more information.

Payment

1. Which payments methods are provided?

The fastest and easiest way to pay is online via credit card (Visa or Mastercard), or via your Paypal account.

You can also pay via bank transfer to the following Commonwealth Australia bank account:

Account name: ETA BVBA - OZIMPORT
Account number: 14457577
BSB number: 062000

Alternatively you can send a cheque to our PO Box in Australia. Mind that goods will only be shipped after your cheque has been cleared. Please contact us for more information.

2. Do you offer any finance plans?

OzImport does not offer any finance plans. You can however pay with Visa or Mastercard, which allow you to pay off your appliances over a longer period of time. Please contact your credit card provider for more information.

Products

1. Are European appliances compatible with the Australian voltage standards?

All appliances sold by OzImport are designed to operate between 220V and 240V, and will work without any problem in Australia.

2. Will appliances come with a European or Australian power plug?

Most kitchen appliances come without power plug, and should always be installed up by a licensed electrician. Some appliances might have a European power plug. We do not recommend to use travel adapters, as these are not built to use for appliances. Instead ask your electrician to cut of the European power plug, and hook up the appliance directly to the mains.

3. What kind of warranty do you offer?

Click here for more information on warranty.

4. Does OzImport sell factory seconds or second hand products?

No, OzImport only sells brand new products.

5. Do you also sell appliances from Miele / Electrolux / Smeg / ... ?

At this point in time OzImport only offers Bosch and Siemens appliances, but will add a wider range of appliances over the next couple of months.

6. Do you also sell fridges?

OzImport does no sell fridges at this point due to the high shipping cost.

7. Do you also sell gas hobs?

OzImport does not sell gas hobs due to different gas types in Europe and Australia.

8. Are all products new?

Yes, all products sold on our website are brand new. OzImport doesn't hold stock, and as we order all our appliances directly from the manufacturer you will only find the newest models at OzImport.

Tax

1. How can products be tax free?

Products which have the "tax free" icon have a customs value below 1,000 AUD. Australian Customs doesn't claim tax on goods with a customs value below 1,000 AUD. Mind that the customs value is the price you see on our website minus the actual shipping cost. Please click here for more information on import taxes.

2. What is the difference between "tax free" and "tax included"?

Products with a customs value below 1,000 AUD will be delivered tax free. The price you see on the website doesn't include any taxes, and you won't be charged any tax by Australian Customs (given that you only order 1 item at a time). Products with a customs value above 1,000 AUD will have all taxes included in the price you see on our website. OzImport will pay for all taxes when it ships the goods, so you won't have to worry about them. Please click here for more information on import taxes.

3. Why can I order only 1 tax free item at a time?

Australian Customs can combine the value of all individual items which are shipped to the same person at the same time. Please contact us for more information on import taxes.