Frequently Asked Questions

Got a question about Appliances Online? Here's a list of answers to some of our most popular queries:

Who is Appliances Online?

Appliances Online is an Australian family-owned business that started up in 2005 and has been growing ever since.

Appliances Online is part of the Winning Group, which has been operating for over a century, since 1906.

Where are you based?

Our head office is based in Redfern, New South Wales, and we have our own warehouses in Sydney, Melbourne, Perth, Brisbane and Adelaide.

Why should I buy from you?

Here are six good reasons:

  1. We're a 100% Australian-owned and operated family business, with our own warehouses and delivery trucks.
  2. We deliver and connect selected appliances for free in many Australian locations, and can also clean up any packaging and rubbish and take away your old appliances. Other installation services are also available from our very own team of licenced professionals.
  3. We will match the advertised price for any brand new in-stock appliance that includes delivery (terms and conditions apply).
  4. Our Customer Support Team is available to assist you 24 hours a day, 7 days a week, 365 days a year - via phone, email or live chat. If your fridge breaks down at 3AM on Christmas Day, you can still contact us and speak to a real person.
  5. We only sell brand new products, still in their original boxes, complete with manufacturer's warranty - no second-hand goods or factory seconds. Extended warranties are also available.
  6. Our team doesn't work on commissions or incentives of any kind, so you can always trust that our product advice is genuine.

Full terms and conditions are available in our trading terms.

Where can I learn more about you?

Do you have a showroom where we can view your products?

No. Although Appliances Online has its own warehouses, delivery networks, and an Australia-based customer service centre, we do not have showrooms or physical stores.

Our aim is to help you find the right appliance for your needs without having to visit a showroom.

To help you choose the right product for your needs, we try to provide:

  • Product sizes and specifications
  • Explanations of special features
  • Handy buying guides
  • Informative product videos
  • Useful and entertaining blog articles
  • Product feedback and reviews from fellow Australian customers

If you have a question about any of our products, you can always call us and speak to a real person on: 1300 000 500.

Do you play a role in the community?

The Appliances Online Extend Your Hand program provides financial support to a variety of charities.

Can you supply appliances for commercial projects?

We can. Learn more about the Appliances Online Commercial Division here.

Have you won any awards?

Yes we have!

We're proud to have been presented with the Online Retailer Industry Awards (ORIAs) in 2011, for Best Customer Experience, and for Best Site Design & Optimisation.

We also won two My Business Awards in 2011: the PWC Award for Best Medium Business, and ActionCOACH award for Outstanding Excellence.

I haven't shopped online before. How do I use your site?

Take our video tour, which will guide you through the basics of how to use our site.

How can I contact you?

  • Call us on 1300 000 500 - our team is available 24/7, 365 days a year
  • Become a fan on Facebook
  • Follow us on Twitter
  • Join our mailing list - enter your name, email and postcode in the boxes at the bottom of our homepage
  • Add us to your circles on Google Plus
  • Pin us on Pinterest
  • Watch and comment on our videos on YouTube

Where are your products made?

We don't manufacture products ourselves at Appliances Online - we're a retailer of appliances from a variety of Australian and international brands.

While different brands manufacture their products in different countries, all products sold at Appliances Online are imported to our Australian warehouses before being sold to you.

Are your products factory seconds or second-hand?

Appliances Online deals directly with manufacturers, so we will only sell brand new, in the box products with a full Manufacturer's Warranty. We sell no factory seconds or second-hand products.

For more information, view our factory seconds policy.

How do I know what's the best product for me?

Check out our buying guides for detailed advice regarding each of our product categories, including:

  • Pros and cons of different appliances types
  • The right size appliance to suit the number of people in your household
  • Explanation of different appliance features
  • Tips for running your appliances efficiently
  • Links to additional information on our blog

What is the noise rating/decibel rating of this product?

Unfortunately there is no industry standard for testing noise or decibel ratings - each manufacturer conducts its own tests under different conditions.

Wherever possible, we provide the manufacturer's information, but this is not yet available for all of our products.

The item I want is out of stock! What are my options?

Upon request, we can provide an approximate lead time for when the item will become available in our warehouse again. This varies by manufacturer and could be anything from a few days to several weeks.

This means that you have the option to order the product now and wait for it to arrive, whereupon it will be delivered to you straight away, or wait until the item is back in stock before making a purchase.

However, if you need an appliance urgently, we recommend choosing an alternative model. If an item is out of stock, our website will automatically provide a list of alternative appliances on the product page.

You can always contact our customer support team on 1300 000 500 for further advice about suitable alternative appliances.

If your item is out of stock and you would like to wait, we'll communicate any changes to the product's estimated time of arrival as soon as these details are passed on to us by the manufacturers.

Do your products come with a full Manufacturer's Warranty?

Yes, all of the products sold by Appliances Online come with a full Manufacturer's Warranty.

For additional peace of mind, extended Customer Care Plans are also available for purchase when you make your order.

For more information, see our Warranty Page.

What happens if I want to make a claim under the Manufacturer Warranty?

If a product breaks or experiences any other issue within the manufacturer's warranty period, you can contact the manufacturer to ask for service or spare parts. All you'll require is a copy of your Appliances Online invoice that you will have received with your delivery (or had sent in the mail).

The manufacturer will then arrange a suitable time for their local service agent to come out to assess and hopefully fix the problem. However, most small appliances have no "in-house" service so you may be required to take it to your nearest approved service agent.

Manufacturer contact details can be found on each manufacturer's page on Appliances Online, or our team can put you in touch. If you need a new invoice sent out, we'll be happy to organise this - just call us on 1300 000 500.

See our Return Policy for more information regarding the replacement of defective goods.

How can I make a claim under the extended Customer Care Plan?

To make a claim under our Care Plan, please call the Care Plan contact number below or refer to our Care Plan brochure under "How to make a claim". The brochure also includes information about pick-up and delivery for products to be repaired.

Customer Care Plan contact number: 1300 100 824 nationwide.
Business Care Plan contact number: 1300 375 308 nationwide.

If you have any additional queries with respect to our Care Plans, please give our team a call on 1300 000 500.

I've seen one of your products for cheaper elsewhere - do you price match?

Yes we do!

Appliances Online has a Best Price Guarantee, which means we will match any advertised price for a brand new, identical, in-stock appliance (including delivery and any other costs).

For example, if another retailer's catalogue lists a new, in-stock washing machine of the same model for $500 plus a $50 delivery fee, we'll sell the same model to you for $550, so you can enjoy our award-winning service.

What prices will you match?

To match a price, the product must be:

  • An identical model to an appliance listed on Appliances Online
  • Offered brand-new, in its original box
  • Publically advertised within the last 14 days
  • Available to the general public
  • Currently in stock or readily available with an authorised Australian vendor

We will NOT price match:

  • Prices of membership or reward groups, stores or marketplaces
  • Products displayed on auction websites (auction or buy it now prices)
  • Wholesale prices
  • Written or verbal quotations
  • Products from agency brands (e.g. Asko, V-ZUG, Falcon, St George, Miele and Speed Queen) - these prices are set by manufacturers and consistent Australia-wide

We match the advertiser's TOTAL price, including all fees and shipping costs.

See our Price Policy for more details of our Best Price Guarantee's Terms & Conditions.

What is the benefit of price-matching with Appliances Online?

By making your purchase with Appliances Online instead of another retailer, you get all the benefits of shopping with us in addition to a great deal, including:

  • free delivery to most metropolitan areas and many regional centres;
  • professional connection and installation services;
  • optional removal of old appliances you're replacing, and;
  • 24/7 customer support.

How can I have a price matched?

Click on the Price Match Guarantee icon next to the product's price, read through our policy and complete the application form.

Alternatively, call our Customer Care Team on 1300 000 500.

Be sure to have the competitor's price information handy, as we'll need a link or a copy to confirm the details.

Which payment methods can I use to place my order?

Online, you can pay with Visa, MasterCard or American Express. You can also pay using PayPal.

Offline, you can pay at the time of delivery with bank cheque or credit card, provided you live in one of the metropolitan areas or regional centres serviced by our team. Just remember to select the COD option at the online checkout.

Learn more on our payment methods.

Is it safe to buy online?

We do everything we can at Appliances Online to keep your personal information and payment details safe. You can view our full Privacy Policy here.

Our online checkout system is secured and encrypted to protect your credit card information from malicious code. Our site is also scanned daily with security software to prevent any outside interference.

The security of PayPal is managed by it's respective site.

Learn more about safe online shopping.

What about delivery?

Please visit Our delivery service page for information about delivery. Or call our support team on 1300 000 500 or send us an email.