Find answers to common questions about shopping with AUS Direct, including products, orders, payments, delivery, returns and customer support.
AUS Direct is an online store that helps customers in Sri Lanka discover and purchase a carefully selected range of Australian-sourced everyday products across categories such as health and wellness, baby care, personal care, beauty, household essentials and pantry products.
Our products are sourced through trusted retailers and suppliers in Australia.
Not necessarily. AUS Direct offers products sourced from Australia, but the country of manufacture may vary depending on the individual product and brand.
Where available, relevant product information will be shown on the product page or packaging.
Account requirements may depend on the checkout options available on our website. Where guest checkout is available, you may place an order without creating an account.
Creating an account can make it easier to manage your details and review previous orders.
You can use the website search function, browse by category or use available product filters to quickly find what you need.
Product availability will normally be displayed on the relevant product page.
Availability can change, and adding an item to your cart does not necessarily reserve it until your order is successfully completed.
If an item becomes unavailable after your order is placed, our team will contact you and provide an appropriate option, which may include an alternative product, removal of the unavailable item or a refund where applicable.
Yes. Contact our customer support team if you need additional information about a product, availability or general ordering details.
Yes. Manufacturers may occasionally update packaging, labels or product designs.
While we aim to keep website images accurate, minor packaging differences may occur without affecting the product itself.
Choose the products you would like to purchase, add them to your cart and proceed through the checkout process.
Make sure your contact, delivery and payment information is correct before submitting your order.
After successfully placing an order, you should receive an order confirmation through the available communication method, such as email or another order notification channel.
Contact us as soon as possible if you need to make a change.
We will try to assist, but changes cannot be guaranteed once an order has already been processed, packed or dispatched.
If you need to cancel an order, contact our team as soon as possible.
Cancellation may be possible before fulfilment begins. Once an order has been processed or dispatched, cancellation may no longer be available.
Your order number can usually be found in your order confirmation or customer account order details.
Available payment methods will be displayed securely during checkout.
We aim to provide a secure online shopping experience and may use trusted third-party payment providers to process transactions.
Payment timing depends on the payment method selected during checkout.
Where immediate online payment is required, the transaction will generally be processed when your order is submitted.
Check that your payment information is correct and try again.
If the issue continues, contact your bank or payment provider, or get in touch with the AUS Direct support team for assistance.
Where applicable, successful payment information will be reflected in your order confirmation or payment notification.
We provide delivery to eligible locations across Sri Lanka, subject to courier coverage and order requirements.
Delivery time depends on factors such as:
Estimated delivery information will be provided where available.
Delivery charges may depend on your location, package size, weight and courier requirements.
The applicable delivery fee will normally be displayed during checkout.
Where tracking is available, tracking information or delivery updates may be provided after your order has been dispatched.
Occasional delays can happen because of courier disruptions, weather, public holidays, high order volumes or other circumstances outside our reasonable control.
If your order is significantly delayed, please contact our support team with your order number.
Contact us immediately if you notice an error in your delivery information.
We will try to update the address before dispatch, but changes cannot be guaranteed once the order has entered fulfilment.
The courier may contact you or attempt another delivery depending on the delivery service used.
Additional delivery charges may apply if redelivery is required.
Eligible products may be returned according to our Returns & Refunds Policy.
Return eligibility depends on factors such as the reason for the return, product condition and product category.
Contact us as soon as possible and provide:
Please keep the product and original packaging until our team has reviewed the issue.
Contact us with your order number and details of the incorrect item.
Once confirmed, our team will advise you on the appropriate replacement, return or refund process.
Change-of-mind returns may be accepted for eligible products depending on their condition and category.
Health, hygiene, beauty, personal care, baby care and food products may have additional restrictions once opened or used.
Please review our Returns & Refunds Policy for full details.
Approved refunds are normally processed within the timeframe stated in our Returns & Refunds Policy.
Your bank or payment provider may require additional time before the funds appear in your account.
Delivery charges may not be refundable for change-of-mind returns unless otherwise required.
Where an order issue is caused by an incorrect, damaged or defective product, the applicable return arrangements will be reviewed by our team.
Use the account or registration option available on the website and follow the instructions to create your profile.
Use the Forgot Password option on the login page and follow the instructions sent to your registered email address.
Yes. Where account management is available, you can update information such as your contact details and addresses through your account.
We take reasonable steps to protect customer information.
For more information about how your data is collected, used and handled, please read our Privacy Policy.
Current promotions and special offers may be shown on our homepage, product pages or Special Offers section.
Unless otherwise stated, promotional codes generally cannot be combined.
Any specific conditions will be shown with the relevant offer.
Promotional products and special offers may be available for a limited time or while stocks last.
Availability can change during promotional periods.
You can contact our customer support team through the available options on our Contact Us page, including email, phone or WhatsApp where provided.
To help us assist you faster, please provide:
Yes. Our team can assist with product information, availability, ordering and general delivery enquiries before you purchase.
Our customer support team is here to help with products, orders, payments, delivery and returns.
