Frequently Asked Questions

Need help? Please find some of the Frequently Asked Questions that might provide you with the information which you are looking for. Click on the topics below to read more.

Search

There are two ways to find products and information in our store:

• Search: you can search for products by typing a term relating to the product into the SEARCH box located at the top of this page. Results are categorised based on the categories which the product belongs.
• Browse our product catalogue: mouse over the product categories located in the main navigation bar. Each sub category links to a product listing page where you can refine your searches.

Product availability

A product's availability is indicated as:

• In stock: the product is available to order and can be delivered.
• Out of stock: the product cannot be ordered, but you can ask to be notified when it is back in stock.

Notify me when available

You can ask to be notified by email as soon as products that are out of stock become available. Simply click on NOTIFY ME WHEN AVAILABLE to provide your login credentials or register for an account.

How to place an order

Follow the steps below to place an order for a product that you would like to purchase:

• Add product to cart: While you are at a product page, click ADD TO CART to add that product into your shopping cart. You will also notice that the item would be added to MY CART located at the lower navigation bar.
• Review your cart: Review the item which you have added to your shopping cart. You are able to remove any items or update your shopping cart. Click CHECKOUT to proceed.
• Checkout step 1: You will be given the option to login, register or proceed as guest. For more information, please refer to the FAQ section on the advantages of registering.
• Checkout step 2: Fill in your billing information and indicate if the address provided is also your shipping address.
• Checkout step 3: Fill in your shipping address if you have indicated that the address provided in the billing information is different. You will bypass this step if you have indicated that the shipping address is the same.
• Checkout step 4: Review the shipping fees. For more information about the shipping charges, please refer to our FAQ on the Delivery modes, costs in the Delivery section.
• Checkout step 5: Insert your payment information
• Checkout step 6: Review the order details. You can make changes to any of the information which you have provided earlier by clicking on the EDIT or CHANGE buttons. Click PLACE ORDER to confirm your order. Your order will be placed after this point.
• Order confirmation: You will be provided with the Order Number. Click CONTINUE SHOPPING if you wish to return to the Nikon Store homepage.

Coupons

If you are a registered customer, you can go to MY ACCOUNT - MY ORDERS to see the status of your order(s). Click VIEW ORDER to view the order information or print the invoice.

Orders are designated as:

• Processing: your order has been placed on the Nikon Store.
• Complete: your order has been verified and has been packed and dispatched.
• Cancelled: your order has been cancelled.

Wishlist

You can ask to be notified by email as soon as products that are out of stock become available. Simply click on NOTIFY ME WHEN AVAILABLE to provide your login credentials or register for an account.

Register/login as a customer

Creating a Nikon Store account will allow you to:

• Check out more quickly
• Check the status of your orders online
• Obtain a history of items you have purchased
• Save products you are interested in to your Wish List

Register

You can use your My Nikon Life membership account to login to Nikon Store. You will be redirected to My Nikon Life account registration page when you click CREATE AN ACCOUNT in the Nikon Store.

Should you forget your login credentials, go to My Nikon Life to reset your account password.

Login

You can use your My Nikon Life membership account to login to Nikon Store. You will be redirected to My Nikon Life account registration page when you click CREATE AN ACCOUNT in the Nikon Store.

Should you forget your login credentials, go to My Nikon Life to reset your account password.

Forgot password

If you forget your password, go to My Nikon Life login page and click on FORGOT YOUR PASSWORD?. You will be asked for your email address so that your login credentials can be reset and the new login instructions will be emailed to you.

Change personal details

You can edit your personal details when you login to MY ACCOUNT. Simply enter the new information in the relevant fields and click on SAVE CHANGES.

Delivery partner

Our delivery partner is Startrack.

• Can I change the delivery address of an order?
  You can update your delivery address as long as your order has not been shipped. To do so, please contact us at 1300 401 200 and quote your order number. You may also be required to change your delivery address by updating it from your Nikon Store account.
• Can I send an order to my work address?
  Yes. You can use different addresses for billing and shipping.
  Please note that in some circumstances, delivery times are quicker to a work address than a home address.
• How can I see if the order has been shipped?
  To check if your order has been shipped, login to your Nikon Store account and check the STATUS reflected on your recent orders. If the order has been dispatched, its status will be reflected as:
  
  • Completed: your order has been verified and has been packed and dispatched.
• Can I track my order?
  You must purchase your product(s) as a member of My Nikon Life to be able to track your order. Registered My Nikon Life members can monitor their order's progress once it has been dispatched from our warehouse in the "My Account" section of the website.

Once we have confirmed your payment, we will dispatch your order from our warehouse within 5 Business Working Days. However, exact timelines depend on the availability of the product. Our customer service team will be in contact with you within this time frame in the unlikely situation that we are unable to ship your order or unable fulfill all or part of the order.

All orders are sent by air to ensure a faster delivery experience and will need the purchaser to sign for the product(s) upon receipt.

If the purchaser is unavailable at the time of delivery, the courier will leave a note and the product(s) will be dropped off at the local post office to be picked up.

You must purchase your product(s) as a member of My Nikon Life to be able to track your order. Registered My Nikon Life members can monitor their order's progress once it has been dispatched from our warehouse in the "My Account" section of the website.

Delivery outside the country

You must purchase your product(s) as a member of My Nikon Life to be able to track your order. Registered My Nikon Life members can monitor their order's progress once it has been dispatched from our warehouse in the "My Account" section of the website.

Payment methods

We accept the following payment methods:

• Credit Card: Master Card, Visa, AMEX, Direct Deposit, PayPal, Afterpay & Zippay

When will Nikon charge to your account

For credit card transactions, you will be asked to fill in your credit card details during the checkout process. Our payment provider (Commonwealth Bank of Australia) will check your credit card details and authorize the payment if the check is successful. The money will then be charged to your card at this point. If there is a problem charging the money, our customer service team will contact you.

Transaction failure

Nikon uses a third party payment provider – Commonwealth Bank of Australia - to verify your credit card credentials with your bank.

Reasons for denying a credit card include:

• Insufficient funds in your account.
• The credit card is blocked.
• The credit card is registered as stolen and has been blocked.

If your credit card has been rejected, you will need to contact your bank to find out why this has happened. Nikon does not have access to your financial information and will not be able to let you know why the transaction has failed.

Direct Deposit

Payment details:

Reference: Order Confirmation Number (eg. #000001234)

NIKON AUSTRALIA PTY LTD
BSB: 062-000
A/C: 1202 8277

GST & other taxes

All prices shown on our website include 10% Goods and Services Tax (GST).

Terms of return

You have 14 days to return an order once you have received it. Please visit our Returns Policy for products purchased online page for more information about our return policy

• Returns request procedure

  All returned products are checked to ensure that no parts or accessories are missing. If the check is successful, and the return is accepted by Nikon Australia, our customer service team will contact you in order to refund your payment.

• Refund because of return

  If you return goods that do not meet the conditions outlined in our Returns Policy, they will not be accepted and will immediately be sent back.

Returns without respecting the Returns Policy

If you return goods that do not meet the conditions outlined in our Returns Policy, they will not be accepted and will immediately be sent back.

Cancel an order

If you have made a mistake with an order and wish to cancel it, you can do so provided that it has not been shipped.

• Can I only cancel part of my order?
  Yes, you can cancel part of your order. Please contact our customer service team on 1300 401 200 to update your order.
• Until when can I cancel an order?
  Orders can be cancelled as long as they have not been shipped from our warehouse. Orders are shipped within 48-72 hours from payment confirmation.
• How can I cancel an order?
  If you wish to cancel an order, please contact our customer service team on 1300 401 200 for details on how to have your order cancelled.
• Will my payment be cancelled if the order is dropped?
  If your order can be successfully cancelled, our customer service team will send a cancel request to our payment provider to reverse your payment in full and no money will be charged.

Modify order

Can I modify an order after payment has been made?

Your order can be modified as long as the order has not been shipped from our warehouse. Orders are shipped within 48-72 hours from payment confirmation.

Please contact our customer service team on 1300 401 200 for assistance to modify your order. They can help to modify your order:

• If you want to add new items to an order, or increase the quantity of an existing order line item.
• If you want to remove an item from an order or reduce quantities on existing order line items.
• If you want to modify personal details or change the delivery address
• If you want to change the delivery or payment mode that results in a higher or lower total order cost.

Article damaged after return term

For after sales support, please contact our Customer Support hotline on 1300 401 200 for instructions to have your equipment serviced at our Authorised Service facility.

Contact our customer service team at 1300 401 200 during office hours (Monday to Friday, 9am to 5pm) or email us at store@mynikonlife.com.au