Loading something wonderful.. One moment please.

The Online Marketplace – Australian Shipping Only

  • New Arrivals
  • ON SALE!
  • Shop by Brand

Customer care

Orders

Delivery

Returns

Tech Support

General Questions

Can't find what you're after?

ORDERS:

What is a multi-seller check-out?

Our Online Marketplace uses a drop shipping model. This means that it is the responsibility of each unique Seller to pack, ship and maintain relationships directly with you.

Each store is hosted independently by the Seller themselves. They are responsible for the product listings, pricing, shipping and their own terms.

We've developed a multi-seller checkout so you can shop across a variety of stores simultaneously, add them to the same cart and complete purchases via one checkout payment.

Because Sellers set their own shipping terms and prices, your orders will arrive separately. This may mean you have multiple shipping costs.

Where is my Order?

Once you place your Order you will get a notification saying your payment has been successful and your order has been successfully sent to the Seller/s.

Depending on the dispatch and shipping time-frame indicated by the Seller on the product, you may need to wait a few days before you see the order shipment notification.

Once your shipment notification has reached you, the Seller will indicate the dispatch date and give you the tracking link and number for you to track.

If you've shopped with multiple Sellers these dispatch times and notices may differ.

If for any reason you have not received a tracking notification and its exceeded the time indicated on the product, you should get in touch with the Seller directly. You can do this directly via your account login, on your order, or on their shop page by clicking 'Contact Seller'.

Can I change my Order details once I've placed it?

No. Once your order has been placed, you're unable to edit the order. You will need to contact the Seller promptly to cancel the order before shipment.

Can I send my order to another address?

Yes, you can add a different shipment address to your billing address.

Can I send my order as a gift?

Yes, you will need to contact the Seller directly either before or after your order is placed to let them know that it is a gift and to remove any price or invoice details. There is currently no option to indicate this during checkout.

Do the sellers offer gift-wrap?

You will need to contact the Seller directly to see if they offer gift-wrapping services. If there is an additional fee they'll need to organise this with you outside of the Marketplace.

Oops I entered the wrong Shipping details, how can I update my details on my Order/s?

Get in contact promptly with the Seller and they can edit directly on your order before shipment.

I need to cancel my Order, is this possible?

Yes, you can cancel an order before shipment by getting in contact with the Seller promptly. They can then organise a payment reversal.

I have only received one part of my Order, where is the rest?

The Marketplace is a multi-seller checkout so you can shop across a variety of stores at the same time and checkout with one payment.

Because our Sellers set their own shipping terms and prices, your orders will arrive separately. This may mean you have multiple shipping costs.

The item I received is incorrect, what should I do?

If you have received an incorrect item, you will need to get in contact with the Seller promptly to let them know about the discrepancy. The Seller will be expected to make arrangements with you to send the correct item.

To contact the Seller - you can go to your account and click on the Order, and click 'Contact Seller', alternatively if you checked out as a guest via your order you can click 'Contact Seller'.

The item I received is faulty, what should I do?

The Customer must provide a detailed description of the fault together with photographic evidence and contact the Seller immediately. Once the Seller has reviewed this information and / or received the returned item, any decision to honour a refund is at their discretion and based on the evidence provided by the Customer.

Please see our Returns Policy for more details and steps.

I'm missing an item from my order, what should I do?

If you are missing an item from your order, you will need to get in contact with the Seller promptly to let them know about the discrepancy. The Seller will be expected to make arrangements with you to send the missing item.

To contact the Seller - you can go to your account and click on the Order, and click 'Contact Seller'. Alternatively if you checked out as a guest via your order you can click 'Contact Seller'.

Do I have to create an account to shop with you?

No you don't. You're more than welcome to browse, shop and checkout as a guest.

How can I contact a Seller?

To contact a Seller if you have an existing or past order with them - you can go to your account and click on the Order, and click 'Contact Seller'. Alternatively if you checked out as a guest via your order you can click 'Contact Seller'.

Alternatively if you do not have an order, you can contact them directly via their shop by clicking 'Contact Seller' on the top right side, or on any of their products next to their shop name under a product title, by clicking the double speech bubble icon and clicking 'Contact Seller'

Can I order over the phone?

No, unfortunately The Marketplace or Sellers do not have facilities to process any orders over the phone.

DELIVERY:

How long will it take to deliver my Order?

This will vary depending on the Seller and the product, and where it is coming from. Before you purchase, make sure to check the Shipping tab under the product, and any additional made-to-order dispatch days which will clearly be labelled on the product.

How much does Shipping Cost?

This will vary depending on the Seller, what product you are ordering and potentially the size of your order. All shipping costs are visible on every product page under the Shipping tab.

What Shipping Methods can I choose?

This will vary depending on the Seller, what product you are ordering and potentially the size of your order. All shipping options are visible on every product page under the Shipping tab.

You will also see the Shipping options at Checkout page before you purchase a product.

Where do the Sellers ship from?

All our Sellers are based within Australia. You will be able to see where they're shipping from under the Shipping tab, on each product.

Why am I being charged for multiple deliveries?

Our Online Marketplace uses a drop shipping model. This means that it is the Sellers responsibility to pack, ship and maintain relationships directly with you.

Each store is hosted independently by the Seller themselves. They are responsible for the product listings, pricing, shipping and their own terms.

We've developed a multi-seller checkout so you can shop across a variety of stores at the same time and add them all to the one checkout payment.

Because our Sellers set their own shipping terms and prices, your orders will arrive separately. This may mean you have multiple shipping costs. and your orders will arrive separately.

I haven't received my Shipping Confirmation email, what do I do?

Check on your order to see the shipping timeframe in which the product should have been shipped. If it has exceeded that timeframe, you can get in contact with the Seller, by clicking 'Contact Seller' on your order and ask them if they have sent a Shipping Confirmation email and tracking number.
If this hasn't been sent, they can resend it for you, or you can ask for the whereabouts of your order.

How can I check if my Order has been shipped?

Firstly, you should check to see if you have received a notification about the order being shipped. If you have an account login you can view the status of your order by clicking on it to see what status the order is in (pending / shipped etc), and if the tracking details are available.

Why am I receiving split deliveries if I only placed one order?

We've developed a multi-seller checkout so you can shop across variety of stores simultaneously, add them to the same cart and complete purchases via one checkout payment.

Because our Sellers set their own shipping terms and prices, your orders will arrive separately. This may mean you have multiple shipping costs. and your orders will arrive separately

Can I have a parcel redirected to another address?

You can edit the shipping details with the Seller only before the shipment has been sent. There is no ability to intercept and redirect an order for security reasons.

Do you ship internationally?

We currently only ship within Australia. We plan to launch international shipping in the near future.

My tracking number doesn't work, what should I do?

Please contact the Seller in case the tracking number details weren't entered correctly. Click 'Contact Seller' on your order to get in touch.

My order hasn't been delivered, what should I do?

If you have received a shipment notification and tracking number please check the status of the delivery with the courier company first. If you are unable to track the order with the tracking number supplied, please get in contact with the Seller directly.

RETURNS:

Can I cancel my order before its been shipped?

Yes you can cancel your order before its been shipped, but need to contact the Seller immediately so they can arrange a payment reversal. If it has already been packed and shipped you will not be able to cancel the order.

How do I return an item?

Please see our Returns & Disputes policy for full directions.

What is your Returns Policy?

My item arrived faulty, what should I do?

Can I exchange an item?

I've contacted the seller regarding a return and haven't heard back, what should I do?

If you have contacted the Seller regarding a return and it has been over five days, please get in contact with our support team.

The Seller is refusing to process a refund, what should I do?

If you feel that the Seller is not being fair with their approach and terms, you can escalate your correspondence to a dispute and our support team will be notified.

Please see more info about disputes here.

How do disputes work?

Please see more info about disputes here.

How are disputes resolved?

Please see more info about disputes here.

TECH SUPPORT:

Browser Support

To ensure the most efficient use of our services these are our Recommended Browsers:

  • Google Chrome v72 and above
  • Mozilla Firefox v65 and above
  • Safari v12 and above
  • Opera v58 and above
  • Microsoft Edge v17 and above
  • Internet Explorer - not recommended on any version - we cannot guarantee 100% performance or functionality and this browser is no longer supported or updated by Microsoft.

How do I create an account?

Go to the side menu, and select 'Sign up' and simply fill out your details to set-up an account.

I can't sign into my account, what should I do?

If you've reset your password and still can't login, please contact our Tech support team.

I've forgotten my password, how do I reset it?

You can reset it by going to the login page and clicking 'Forgot your password?' to reset your password.

How can I unsubscribe from your newsletters?

At the bottom of the newsletter there should be an unsubscribe link for you to click, once you've agreed to unsubscribe you will no longer get our newsletter notifications.

How long can I hold products in my cart?

There is a two hour limit to hold products in your cart. Holding products in your cart does not guarantee the products will remain available for any length of duration that they are held. Products are only confirmed once any purchase is finalised.

The Seller doesn't have shipping options available, what should I do?

The Seller may have not configured shipping for that product. We'd advise to get in touch and let them know so they can ensure its set-up properly for you to have the ability to add to checkout.

I'm having issues with your website, what should I do?

Firstly ensure that your browser is up to date so that our website is supported on your computer and/ or device. Check here for latest requirements.

If you are still having issues please get in contact with our Tech support team.

GENERAL:

How does the Marketplace work?

Our Online Marketplace uses a drop shipping model. This means that it is the responsibility of each unique Seller to pack, ship and maintain relationships directly with you.

Each store is hosted independently by the Seller themselves. They are responsible for the product listings, pricing, shipping and their own terms.

We've developed a multi-seller checkout so you can shop across a variety of stores simultaneously, add them to the same cart and complete purchases via one checkout payment.

Because our Sellers set their own shipping terms and prices, your orders will arrive separately. This may mean you have multiple shipping costs. and your orders will arrive separately.

How can I become a seller?

All Sellers have previously been stallholders at a Finders Keepers Market, so we know they're good at what they do, and hope you think so too.

All of our Sellers are part of a current stallholder community and have been invited to become part of the Finders Keepers Online Marketplace. We are currently not accepting applications for Sellers outside of this.

Do you sell gift vouchers?

We currently do not sell gift vouchers, but have plans to do this in the future.

Can I purchase an item and pick-up from the markets, or in-store?

This would be a question with a Seller, if they have this option on checkout, then yes you can arrange a pickup instead of a shipment.

Is there a way to give feedback about a product/ Seller?

Currently we do not have public facing feedback displayed on sellers pages or products. If you'd like to leave feedback to the Finders Keepers team, please contact us via our Contact form.

Partners and Supporters

Payments icon | Finders Keepers