Frequently Asked Questions

• You can either choose to create an Account, or place an order as a casual visitor.

• By creating an Account, entering all your registration information is a one-time requirement, resulting in a faster checkout and overall, a smoother shopping experience.
• Creating an Account, enables you to review and update your address details, plus view your order history.

• You can access your Account by clicking on the Account icon showing in the top right menu. 
• If you aren't already logged in you will need to log in using the email address and password you used when creating your account. 
• If Heartshop doesn't recognise your email address or password it may be because you previously placed your order as a casual visitor, rather than creating an account or your email is different than the one originally recorded on your account. 
• Once signed into your account – to update your details select Edit and update.

We take the security of your personal information seriously and do everything in our power to ensure that your personal information is kept safe.    Your details are shared with our providers for the sole purpose of facilitating the order (for example, your address is needed for delivery purposes).

Please refer to our Privacy Statement and our Privacy Policy for full details regarding how your personal information will be stored and how it might be used.  

If you need help resetting your password, we can help by sending you a link to reset it.

• Click Reset your Password.
• Enter either the email address or username on the account.
• Select Submit.
• Check your inbox for a password reset email.
• Click on the URL provided in the email and enter a new password.
• If you do not receive the email, please check your junk folder, or it may be that you have not previously created an account on Heartshop.

• On your original visit you may have placed an order as a guest, rather than creating an account. 
• You may be trying to log-in using a different email address to that used when you created your account.
• You may have typed your email address in incorrectly.
• You may be using an incorrect password.
• If you have difficulty resolving your account sign in you can -
• Create a new account
• Contact us at – orders@heartfoundation.org.au

For full details regarding Terms and Conditions of use of our website and Heartshop refer here. 

Once you have entered your shipping address details –

• Move to the payment section, here you will be asked to select to pay using your credit card or your PayPal account.
• If you select to pay by credit card you will enter all your details on this page which is secured with data encryption. Once details have been entered click the red ‘Pay Now’ button.
• If you select to make payment by PayPal you will be taken to the PayPal website and asked to login and confirm the payment. This is a secure webpage.  
• If you have a gift card or discount code, this needs to be entered before you select ‘Pay Now’. The discount code or gift card amount will then be applied to your order total before payment of the remaining amount (if any) is processed. 

On successful payment of your order you will be shown an Order Confirmation page with your order number. This Order Confirmation will also be sent to you in an email.

You should double check your junk/spam folder if you cannot locate the email.

• Yes, international credit cards are accepted for payment of orders, however we cannot service orders to international addresses.

We accept the following payment methods - 

• Visa 
• Mastercard 
• American Express 
• GooglePay 
• ApplePay 
• Paypal 
• ShopPay

• Yes, we offer ShopPay. This is an accelerated checkout that lets customers save their email address, credit card, and shipping and billing information with Shopify so that transactions are completed faster the next time you use Heartshop. 
• Customer’s shipping and billing information is securely stored on Shopify’s PCI compliant servers and is only shared with our store if an order is placed. 

If you are a company or organisation -

• You can enter a purchase order number at point of ordering on Heartshop, however payment must be made at the time the order is placed.
• If you wish to place an order and receive a tax invoice prior to payment so that you may make payment by eft direct to our bank account, then you must notify us by emailing orders@heartfoundation.org.au or calling 13 11 12.

• When purchasing from Heartshop you must pay by one of our credit card or Paypal payment methods.
• If you wish to place an order and receive a tax invoice prior to payment, so that you may make payment by eft direct to our bank account, then you must notify us by emailing orders@heartfoundation.org.au or calling 13 11 12.

Upon successful completion of your order transaction, you will receive an email order confirmation which –

• Acknowledges your order and lists the items ordered. 
• Lists the items and costs associated with your order.
• Confirms payment received.
• Advises that your order may ship from different warehouses, depending on what you have ordered, so you may receive more than one delivery.

Important Information regarding your order:

• If you do not receive an order confirmation email, please check your spam/junk folders.  This is important because if you don’t receive your order confirmation email you also won’t receive the email with your shipment notification and tracking information. If you haven’t received your order confirmation email please contact us immediately on orders@heartfoundation.org.au or call 13 11 12. 

• The order confirmation notification that you receive upon successful transaction of your order includes the cost of your order, GST content and our ABN. However, we are happy to provide a tax invoice/receipt upon request. To obtain a tax invoice/receipt please email orders@heartfoundation.org.au quoting your order number.

• Open the product page of the item you wish to order.
• Enter the quantity you would like to purchase in the 'Quantity' box and click on the red 'Add to cart' button. This will add the product to your Shopping Cart.
• ‘Your Cart’ will show in a drop down on the right of your screen, at this point you can choose whether to ‘View cart’ by clicking the white button or ‘Checkout’ by clicking the red button.
• Clicking ‘View cart’ will open your cart and give you the option to ‘Checkout’ by clicking the red button, or click ‘Continue shopping’.

Your Shopping Cart contains all the items you have added to your order. You can get back to your Shopping Cart by –

• clicking on the image of a cart in the top right corner of the website page. 
• Your Shopping Cart shows the product/s you have added, the price of each item and the total price of all your items. You can change the quantity of product/s you have added or remove products. The shipping charge is not shown on this page as this can only be calculated after the total price of the products in your order is known.

Once you are satisfied with the items in your Shopping Cart you can choose to ‘Continue Shopping’ or progress to Checkout page to enter your Billing and Delivery address details.

• We welcome bulk orders! We are however, unable to offer a discount for large orders as we want to raise as much money as we can to help fund life saving research. Our printed heart health publications are provided free of charge for bulk quantities up to our maximum order levels, if you have any enquiries regarding this please reach out to orders@heartfoundation.org.au.

Clothing, such as t-shirts, polo shirts and hoodies, have size charts available for review on the product page. You can find this by selecting the size chart image in the image gallery for each product.

• To find your correct garment size, on the product page for the garment you wish to order select the size chart image presented in the product’s image gallery).
• Review the size chart and follow the instructions on how to measure a like garment to ensure you choose the correct size.
• As there is no industry wide benchmark for standard sizing it is important that you always check the size charts for each style of garment.

NB: As many of our clothing items are produced to order an incorrectly ordered size cannot be exchanged.

• Some organisations may have a block on users being able to access online retail stores. In this instance you would need to ask your internal IT team to whitelist our heart health resource collection URL https://shop.heartfoundation.org.au/collections/resources to enable you to place orders for heart health resources. If you are still having difficulties please contact our team on orders@heartfoundation.org.au. 

• We are unable to send items from the same order to multiple delivery addresses. If you wish to have items delivered to separate delivery addresses you will need to please place separate orders.

• Unfortunately, we do not currently have the option to offer gift wrapping of orders.

• Pre-order products will be clearly marked with a ‘Pre-order’ tag, which will be shown in a solid colour block, in the top left corner of the thumb nail image on the Collections page.

• Pre-order products are ordered in the same way as you would order a product which is readily available, so by selecting it, adding to cart and paying at checkout.

Pre-order offers are open for a maximum two week period.

• No, pre-order products do not ship immediately upon the offer closing. This is because pre-order products are only printed or embroidered after the offer to pre-order closes.

• Pre-order products require approximately 12 – 18 working days for production and shipping.

• A back order option is sometimes made available for our free printed resources. If a back order option is available there will be a ‘Back-order' tag showing on the product image.

• If the item you wish to order is out of stock ie you will see a ‘Sold Out’ notification tag on the product.  For an indicative date for replenishment, please refer to the product description.
• If you cannot find an item which you have previously ordered then the item has been removed from Heartshop as it is no longer available.

• For more information on gift cards please read our Gift Card Terms and Conditions.

• Once you have added items to your cart click on ‘Checkout.’
• Enter your discount or special offer voucher code into the 'Discount code' or 'gift card' field.
• Click 'Apply'.  The amount will then be deducted from the total of the Order.

Yes, multiple discounts or special offer voucher codes can be redeemed on an order. However to do so you must first email orders@heartfoundation.org.au providing the voucher codes and the name/s of voucher code recipients. These voucher codes will then be linked and you can then proceed to redeem all on a single order.

Your voucher code may not work if - 

• the redemption period has expired.  
• the voucher code is incorrectly entered. 
• The voucher code is linked to a specific email address, and you are placing your order using a different email address. 

Check -

• If the redemption period has expired, the offer is no longer valid and cannot be used. 
• If the voucher code is incorrectly entered, re-enter correctly.
• If you are placing your order using a different email address, please revert back to your original email address linked to the offer.
• If your redemption period is still valid and you have checked all other points and are still experiencing problems, please email orders@heartfoundation.org.au or call 13 11 12.
• Please do not proceed to make payment on your order and then apply for a refund based on the value of your discount offer code, voucher, gift card. The discount code, voucher or gift card must be applied before attending to payment.  

• Your order value (less the shipping cost) may be less than the value of the voucher, in which case only the value of the order will be applied.

• Postage must be paid by the customer and is not a part of the voucher offer. However standard postage is FREE if your order value, after your voucher offer has been applied, is $100 or over.

When you buy one of our e-gifts, your donation will help make a big impact on hearts around Australia.

You could help:

• fund equipment for medical research
• get kids active to promote healthy hearts from a young age
• improve the early diagnosis of heart disease.

Simply choose the e-gift item you’d like to purchase.

• Follow the checkout process and pay for your e-gift.
• You’ll receive two emails.
• The first email will be your purchase confirmation and tax invoice, and the second will contain your e-gift Card, a link to your e-gift message and details to forward to your recipient to let them know about the contribution you’ve both made.

• Yes. As your donation is above $2 your e-gift is tax deductible in Australia. You will receive an order confirmation and tax invoice in your name in an email after you check out.

• No. Pricing promotions and discount offers and vouchers do not apply to our e-gifts.
• Our e-gifts are non-refundable and non-transferable.

• Yes. It reflects the real cost of providing that item. The value of our e-gifts reflect different ways you can make an impact on heart disease through your generosity.

• The e-gift will be sent to you first, for you to forward on to your gift recipient. This will consist of a link to a website landing page with a downloadable PDF card.
  

• If you accidentally purchase an e-gift for an incorrect amount, we can assist you with a refund.
• Please contact contactus@heartfoundation.org.au with your name, best contact phone number and order number.

• Please get in touch at contactus@heartfoundation.org.au with your name, best contact phone number and your order number and we will assist.

• Yes, you can. The Heart Foundation is built on, and appreciative, of all donations. There is a regular donation form on the same page as our e-gifts.

• Yes! You can purchase multiple e-gifts and will receive an email containing links for each e-gift, that you can then forward on to your individual recipients.

• Please email orders@heartfoundation.org.au with the following information – Walker names, plus the voucher values and voucher numbers that you wish to redeem on any one order.
• You will be provided with a single voucher number, which will be to the full value of all the individual voucher values for those Walkers in your group, allowing you to place your amalgamated order.

• Log in to your account on https://walking.heartfoundation.org.au/ and access the order forms for Walking Group name apparel options.
• These apparel options are only available to Walking Groups wanting their Walking Group name printed on their shirts.
• On completion of the form email it direct to the supplier, email address is on the form.
• This order transaction is between the Walk Organiser and the supplier, not the Walk Organiser and the Heart Foundation. Any enquiries regarding the status of your order or receipts should be made directly to the supplier and not the Heart Foundation. 

• You will have the option to download your e-book/s direct from Heartshop once you have completed Checkout.
• You will also be emailed a Thank you for your Order email, which will include the link/s to download your selected e-book/s.

• Each e-book download time will differ slightly, depending on file size, however on average it should take no more than 10 – 12 seconds.

If you don’t receive your pdf download link please – 

• Check your junk/spam folder 
• Email us at orders@heartfoundation.org.au and we will re-forward the link to you. 

• If the download is interrupted or doesn’t complete please re-click the link and try the download again. 
• If you continue to have problems please email us at orders@heartfoundation.org.au and we will re-forward the link to you. 

• The pdf download will automatically be saved to your folder named ‘Downloads’ unless you specify otherwise.

• For download please ensure that you click on the recipe ebook link that you receive to your nominated email address, alternatively you have the option to download the ebook direct from Heartshop, once your order has been successfully completed.
• Some organisations or individual computer settings may have a block on downloading files over a certain file size that may prevent download. Please check your software’s download protocols.

• We do not currently have Live Chat support, however we hope to be able to provide this service to our Heartshop customers soon!

There are lots of merchandise items we would like to sell but are unable to for numerous reasons. If you have any suggestions for merchandise items you think might be suitable for the Heartshop please feel free to contact us. We welcome any feedback!

• Email Contact Us and request to be unsubscribed from mailings.  

For all other enquiries please make contact with our Customer Service team by emailing orders@hearfoundation.org.au or by calling 13 11 12.