General questions
Q. I have another question not covered here - how can I contact you?
A. You can use the 'contact us' form or email online@shann.com.au.
Q. Do you sell direct to the public?
A. As an importer, we only sell to retailers with a registered ABN. Our products are available at a wide range of resellers across Australia.
Q. How do I create an online account:
A. You can fill out an online account application form here.
Complete the form and submit it. We will then process your application and you will receive an automated email to reset your online password once its been set up and is ready for use. This may take 1-2 business days.
If you haven't received a response - please check your junk folder then contact online@shann.com.au.
Q. How do I place an order:
A. Once your account has been approved you will receive an email from us containing a link to reset your password.
Once your password has been reset, you can then start shopping online. If you don’t think you have received this
email, please check your junk folder.
Q. Is there a minimum order quantity?
A. We have a minimum order of $150 excluding GST and freight. Checked out carts worth less than this amount incur a $25 min order fee that is applied before checking out.
As an importer our processes are built around larger orders, apologies that it's necessary for us to have this minimum order charge.
Q. When will I receive my order:
A. Orders that have been placed and paid for are usually dispatched from our Melbourne warehouse by next business day. This is a target that may occasionally be missed.
We use a number of third party freight providers that deliver to anywhere in Australia (mainland and Tasmania). We typically use premium freight providers, but third party delivery timelines are beyond out control.
Customer Support
Q. Oh no! I made a mistake on my order and need to change something.
A. Mistakes happen! Give us a call on (03) 8480 0800 or email at online@shann.com.au so we can hopefully catch it.
Unfortunately orders that have progressed too far to be changed (e.g. where incorrect delivery address or item has been provided) may involve some additional expense for customers (e.g. redelivery charge or return to us) - but we will do our best to avoid impact on you.
Q. I forgot my password and can’t log in?
A. If you have forgotten your password, you can re-set it by clicking on the “log in” tab on the top right hand side of our homepage.
Click on “forgot password” and enter the email address that you used to create your account. Then click re-set password and you will receive an email with further instructions.
Q. What payment options do you have?
A. You can pay via credit card - we are new to this, but we are not intending to pass on the fees we get from payment processers - which is good news for you. Customers with credit terms can place the order on account provided. If your account is on hold or beyond credit allowance you may be contacted to rectify before the order is despatched.
Q. Can I view my previous order history and their status?
A. Yes! Once logged in click on your 'account' at the top right of screen. Then within sales orders you can see a summary or click into any individual order for further details.
Q. If I owe for older invoices, can I pay online?
A. Yes! Once logged in click on your 'account' at the top right of screen. Then within 'transactions' there is a 'pay open invoice' button toward the right of screen.
Shipping & Delivery
Q. Where do you ship?
A. We are shipping anywhere in Australia (mainland or Tasmania). If you are in New Zealand (where we represent some of our brands) or have a unique freight situation you'd like to check with us, feel free to use the contact us form or email online@shann.com.au.
Q. How much does shipping cost:
A. We have flat rate shipping of $16 for almost all our products.
There are around 20 large products (of our thousands of products) that have $29 shipping to anywhere in Australia (mainland or Tasmania).
We haven't had one yet - but it's feasible an unusual freight situation might come up that makes our current freight arrangement untenable. If one of these were to arrive, we will get in contact and hope we can reach a solution.
Q. Can I track my order:
A. We are working on integrating tracking into our website. For now - please email online@shann.com.au.
Q. Do you offer express delivery:
A. No. We target despatch next business day and tend to use tier 1/premium freight providers to get goods to you quickly, but more express options are not available.
Q. Some of my products were out of stock - why are you out and when will they get here?
A. Like any supplier, we don't always have everything in stock. We anticipate this might happen a bit more while we are new and have new products to Australia as demand is uncertain.
We will freight any backorders to you in a separate delivery as they become available to us - however, we won't charge extra freight charge to you (good news). Exact timeline is product dependant.
Exchange and Returns
Q. Can I return products I recently ordered?
A. If it's a change of mind, within one month, and the goods are in great and resellable condition - you can return it to us and a restocking fee of $30 may apply.
Broken, damaged or faulty items will be assessed on a case-by-case basis - please email online@shann.com.au with details and photos if applicable.
Q. Do you have a warranty?
This can vary by product and supplier. Please get in touch at online@shann.com.au if you'd like more info.
Privacy Policy
The Shann Group is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect includes names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including via our website www.shannonline.com.au. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
• For the primary purpose for which it was obtained
• For a secondary purpose that is directly related to the primary purpose
• With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
• Third parties where you consent to the use or disclosure; and
• Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
The Shann Group will not charge any fee for your access request.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
If you have any queries or complaints about our Privacy Policy please contact us at:
The Shann Group
online@shann.com.au
+613 8480 0800