contact us

Your Closest Store:
Sydney
SYD: 02 8316 5530    MEL: 03 8372 1200
Melbourne
03 8372 12 00

General Frequently Asked Questions

GENERAL FREQUENTLY
ASKED QUESTIONS

Scroll down to see a range of general frequently asked questions relating to our website and ordering products

How do I purchase products through you?

We have showrooms in both Sydney and Melbourne where you can browse our products and smell our fantastic range of fragrance oils. You can place orders in our showroom and have these packed on the spot. Click on the following link for our warehouse locations http://www.eroma.com.au/contacts/ or paste into your browser.

Alternatively, if you cannot make it into one of our showrooms, we have an advanced and completely secure online shopping platform so you can place your online order with confidence. Simply create an account first by clicking the following link, http://www.eroma.com.au/customer/account/create/ or copying and pasting the URL into your browser. Once your account is created you can log in and start adding items to your cart. For the fastest service possible you can shop securely by credit card and your order will normally dispatch within 1 business day or sooner. We ship Australia-wide and can also send to PO Boxes. If you have any questions or need assistance in any way with shopping, please don’t hesitate to contact or call our customer service teams in Sydney on 02 8316 5530 or in Melbourne on 03 8372 1200.


I can’t log in

You may need to reset your password. Please click the following link https://www.eroma.com.au/customer/account/forgotpassword/ or paste the URL into your browser, follow the relevant steps and, having retrieved your password, try logging in again.


Check your browser

Most websites, including ours, will continually update to the latest browsers so as to provide the best shopping experience for their customers. For this reason older browsers are sometimes not supported. Please ensure that your browsers are up to date and potentially consider downloading a new browser such as Google Chrome or Mozilla Firefox and then you can rest assured that you have the latest up-to-date browser. If you continue to have difficulties, please contact us via live chat or call our customer service teams in Sydney on 02 8316 5530 or in Melbourne on 03 8372 1200 Monday to Friday between 8am and 4pm and Saturdays between 8am and 12pm. A member of our customer service team will be more than happy to assist you.


Can I pick up an order?

Yes, an order placed online may be collected from one of our warehouses when “Pickup” is selected. Click here for our warehouse locations.


When will my order be ready to collect?

Orders will be packed once your payment has been received.

If you have paid via Direct Deposit or BPay, processing can take between 24 and 72 hours. You will receive an email letting you know that the order is being processed once the payment has cleared.

When payment on pickup is selected, your order will be packed once payment is made. If you have a larger order, please call our customer service team to ask for a pre-pack.


Can someone else collect my order?

Yes. Please provide them with your order number/s and your account name and ask them to go into the showroom on arrival.


I did not receive a confirmation or tracking email.

We send an order confirmation e-mail out as soon as your order is placed, and a tracking email as soon as your order has been shipped. If you don't receive a confirmation email, please check your SPAMS/JUNK mail folder. You may need to 'whitelist' [email protected] or add it to your contact list or address book. If you are still having trouble receiving emails from us, please log in to your account section on our website and check that your email address is correct.


Can I add items to my order?

Our warehouse systems have been designed to maximise efficiency and thus orders are packed very quickly. Please aim to order all your products in one go and potentially double-check you have got everything you need as after the order is submitted unfortunately no further items can be added to a previous order. If you have forgotten something, the best method is to place another order.


Can I combine shipping for multiple orders?

As previously mentioned, our warehouse systems have been streamlined to ensure efficiency. Once orders have been paid for, the order is immediately picked, packed, weighed, assigned shipping labels and made ready for dispatch so unfortunately it is not possible to combine shipping for multiple orders.


Can I delete items from my order?

Deleting products from your order depends on whether you have paid for your order yet.

If you have already paid for your order, unfortunately it cannot be amended as the system processes the order very quickly.

If you have not yet paid for your order, you may contact our customer service team and request that the order be cancelled so that you can make a new order according to your requirements.

You can then select the “Re-order” option in your “Recent orders” tab and add the item/s you need.


Do you have a store that I can come into?

Yes, we have a number of showrooms that you can visit, including Prestons in NSW and Campbellfield in VIC. These bricks and mortar locations feature online ordering facilities so that you can browse our product range, smell our fragrances and have your orders packed on the spot.


Do I need to order online?

All of our orders are processed through an online account that you create with us. We offer an advanced secure online shopping platform so that you can place your order with confidence.


Can I place a phone order?

No. All orders are processed online.


Do I need an ABN to order from Eroma?

No. All you need is a valid email address and you can create an online account with us very quickly and easily!

Click here to create an account.


When will I receive my order?

For the fastest dispatch, pay with your credit card on our secure payment gateway provided by Commonwealth Bank of Australia or via PayPal online.

Once your payment has cleared, your order will be dispatched within one business day or sooner. We ship worldwide and can also send to PO Boxes.

Orders paid via Direct Deposit or BPay may take between 24 and 72 hours to process and will be shipped once the payment has cleared.


Why do items that were in stock disappear so quickly?

We are a busy online business and work on a first in, best dressed policy when it comes to stock levels. Our recommendation is to order the items you need when you see them as we cannot hold stock aside for you.


What can I do if the item that I want to order is out of stock?

Please click on the grey 'OUT OF STOCK' icon and enter your email address so that we can notify you when the product is next available.


If you have any questions or concerns, please do not hesitate to get in touch with our friendly team. You can call our customer service teams in Sydney on 02 8316 5530 or in Melbourne on 03 8372 1200, use the 'live chat' function on our website, email us at [email protected] or even fill out a query form on our 'Contact us' page.

 

DISCLAIMER

Website Disclaimer: References to other sites are provided as an information service only and should not be construed as an endorsement of any organisation or product. Conversely, omissions should not be construed as non-endorsement. Although care has been taken to provide links to suitable material from this site, no guarantee can be given about the suitability, completeness or accuracy of any of the material that this site may be linked to or other material on the Internet. Eroma Store Pty Ltd will not accept any responsibility for the content of material that may be encountered.

General Disclaimer: While every effort has been made to ensure accuracy and completeness, no guarantee is given nor responsibility taken by Eroma Store Pty Ltd for errors or omissions in this information and Eroma Store Pty Ltd does not accept responsibility in respect of any information or advice given in relation to, or as a consequent of, anything contained above. The above information is issued by Eroma Store Pty Ltd for guidance only and we acknowledge that other important precautions may be applicable and that are not contained in this document. Therefore we take no liability for the information contained above in any way, shape or form and we recommend that you seek further information from the relevant authority.