Help Center

 

General
Is there a min order value required?
There is no min order value required to place an order
How do I know when my order has been accepted?
Once the order is completed, you will receive an email confirming the online order transaction and an email when the retailer has accepted your order.
Where can I get a copy of my order/receipt?
A copy of your order confirmation and a tax invoice will be sent to your nominated email address upon completion of online order. If you have an account, all your order history will be saved.
Can I place an order to pick-up only?
Not at this stage, we may introduce this at a later date.
My favourite retailer is not listed online. How can I place an order with them?
You can only order from the participated retailers listed on this website. More retailers are added on a monthly basis, be sure to check back regularly.
Can I use a gift voucher online?
No, unfortunately our online shopping platform does not accept individual gift cards
Do you provide a drive-through click & collect?
No, unfortunately we do not currently offer the Click & Collect function under this platform.
What if my order isn’t accepted?
Please contact the retailer directly. If the order can not be fulfilled please sign in to your Keilor Direct account, under ‘My orders’ select ‘View order’ and the Return tab will appear. Return is a refund form. Please note processing refunds take between 1-2 business days.
What is the difference between Keilor Direct (Click & Collect) on the centre website and Keilor Direct (Marketplace)?
Keilor Direct provides customers with the ability to order directly from our retailers using two different platforms.
View all
Products
Can I collect my items in-store if I order online?
Marketplace does not currently offer this function however if you head over to this link (https://www.keilorcentral.com.au/whats-on/keilor-direct) you can order directly from the participating retailers and select the ‘order pick-up function.
How do I find out more information on ingredients etc?
Please contact retailer directly for more information.
View all
Delivery
How much does it cost?
A delivery fee is calculated at checkout based on distance. A Credit Card surcharge of 1.75% does apply.
How can I track my order?
You can track the order through your Keilor Direct account. If you don’t have an account, you will receive an email with updates.
Is there a min spend required for delivery?
No, how awesome is that!
I’ve made an order online but some items are missing. What can I do?
Please contact the retailer directly or request a refund. To request a refund please sign in to your Keilor Direct account, under ‘My orders’ select ‘View order’ and fill in the refund form under the return tab. Please note processing refunds take 1-2 business days.
Where do you deliver?
We have a 5km radius on deliveries
My delivery items are damaged. What can I do?
Please send an email to keilordirect@keilorcentral.com.au with the subject line “Damaged goods” and we will endeavour to reply within 24 hours.
View all
Refunds / Returns
My order was delivered with the wrong item, what can I do?
Please contact us or create a request for refund. To request a refund please sign in to your Keilor Direct account, under ‘My orders’ select ‘View order’ and fill in the refund form under the refund tab. Please note processing refunds take 1-2 business days.
My items have arrived expired, what can I do?
Please contact us or create a request for refund. To request a refund please sign in to your Keilor Direct account, under ‘My orders’ select ‘View order’ and fill in the refund form under the refund tab. Please note processing refunds take 1-2 business days.
View all