FAQ

  • Account Help

    Account Registration & Cancellation

      How do I sign-up?

      Usually, you could sign up for an account via https://au.costway.com/customer/account/login/. Or you could sign up for an account here and get the coupons for new users after verification.

      Are you having difficulty with sign-up? Here is a step-by-step guide to ensure the process goes smoothly for you:

      1. Go to au.costway.com;

      2. Select the head icon in the upper right corner of the home page;

      3. Add your email address in the blank to sign in or to create an account;

      4. Enter your preliminary account information, including a valid email address, name, and password.

      5. Click "Register."

      6. Check the account verification email and click the verification link.

      If you have any other questions or need assistance, please feel free to reach out to us. We're happy to help!

      How can I remove my account?

      We are sorry to hear that you want to cancel your account. If you have any problems or are dissatisfied with our website, you can give us feedback anytime. If you confirm that you need to cancel your account, please get in touch with us via email at [email protected], and our service team will respond to your request in 1-5 business days.

    Edit Account Information

      Help! I'm having trouble with my account.

      Uh-oh! We're sorry to hear you're having technical difficulties. Our concierge team is here to help.
      Don't hesitate to get in touch with us via email at [email protected]. Our order support will happily assist you in identifying and resolving any issue you may be experiencing. The more information you can provide about the problem (including screenshots, error messages, etc.), the faster we will be able to find the best resolution possible and get you back to enjoying your good-quality products!

      How do I change my contact information?

      We want to ensure our communication with you is as convenient as possible. If you need to update your email, phone number or any information about your registered Costway email address, our support team can assist you! Please email us at [email protected] and be ready to provide your new phone number and email address you would like updated to your account. We can confirm the update of the new email or phone number right away for you. Please expect up to 48 hours for the latest information to be reflected within your Costway account.

      How can I reset my password?

      If you can't remember your password:

      1. On the below login page, select "forget password".

      2. Enter your e-mail address and captcha, and click the "Reset My Password" button.

      3. You will receive an e-mail with a link directing you to a page where you may enter a new password.

      4. Click the "Reset My Password", and it will automatically redirect to the 'Account Detail' page.

      If you are unable to locate the password reset e-mail in your inbox, please follow these steps:

      1. Check your junk/spam folder.

      2. You may have made a typo when writing your Costway account's e-mail address. In this case, please try again

      3. If the problem continues, please send an e-mail to [email protected].

      You want to change your password:

      1. Enter "My Account" and click "Contact Information".

      2. Then choose the "Change Password", enter your Current Password and New Password and click "Save".

    Email Subscriptions

      I signed up for a newsletter, but I am not receiving it in my inbox. Why?

      There are several reasons why you may not be receiving your newsletter:

      · The newsletter might be getting marked as spam. Check your Spam folder to see if this occurred. If so, unmark it, and you should receive the newsletter again.

      · Some email clients (e.g. Gmail, Outlook, etc.) may limit the volume of emails you receive, thus preventing the delivery of your newsletter. If your inbox is full, try deleting some old emails to free up space.

      You can visit the Newsletters page to sign up to receive your newsletter again.

      How do I sign up for the Email Newsletters?

      To get more of Costway News delivered to your inbox, please visit Email Newsletters to sign up.

      How can I unsubscribe from your offers list?

      If you are uninterested in our special deals, newsletters, exclusive member discounts, and premium coupons, here are a few ways to unsubscribe and ensure you are only receiving emails that relate directly to your account or subscription orders. On each email offer you receive, there should be a link at the bottom of the email to unsubscribe from the marketing mailing list. Click that link and an "unsubscribed" confirmation should appear on-screen right away! You're all set!

      If you are not seeing this link or are still receiving marketing emails from us, please contact us at [email protected]! We will be able to ensure that you are unsubscribed from all additional marketing email lists going forward.

    Information Security

      How do you use cookies?

      We use cookies in order to improve your shopping experience. When you visit au.costway.com, your cookie helps us keep track of your order as you shop our website. If you have saved your information with us, your cookie allows us to recognize you when you return to our website and provides you with access to your account information. If you saved your information with us or ordered from us, we also use cookies to monitor and maintain information about your use of our website. If you have not saved your information with us or ordered from us, we may monitor and keep information about your use of our website in a manner that does not identify you. In either case, this information helps us serve you better by improving our website design, as well as our products, services and promotions. We also may use cookies to track and maintain the identity of the website you visited immediately before ours to improve our website design further and to fulfil contracts with our business partners. We do not otherwise track any information about your use of other websites.

      Please see your privacy rights for more information about how we use cookies and other technologies and learn about your choices.

      How do I know if ordering online is secure?

      To help determine if your connection is secure, look at the status bar of your browser window. Suppose you see an unbroken key or a closed lock (depending on your browser). In that case, the Secure Sockets Layer (SSL) should be active, which helps to protect the transmission of information through the websites.
      You should also verify that the URL for the page you are on includes "https" at the beginning. Most browsers offer additional security alerts as well.

    Reward Points Exchange

      What are Costway Reward points?

      Costway Reward Points are our way of saying thank you for engaging with us! You can earn Reward Points just by interacting with your account how you usually would - rating your purchases and leaving reviews! Eager for more points? You can find the complete list of membership points by visiting the points page by clicking (here). We can't wait for you to receive these rewards!

      How can I earn my reward points?

      When you place an order, you can directly exchange your earned points for money.
      Each Costway Reward Point equals 0.01 AUD.

  • Order Inquiry

    Coupons & Discount

      Why isn't my discount code working?

      We're sorry that you're having trouble applying a code! Please note that you must log in to your account registered on au.costway.com to use the coupon. Specific discount codes may be product-specific. Our checkout system only applies a maximum of one discount code, so you can not use more than 1 code at once. Go ahead and choose the better deal!
      A couple of other points:
      1. We can only honour active discount codes. If a code has expired, it won't be able to be applied to your order.
      2. Please make sure your order amount obeys the coupon rules. E.g. you can use the registration code only when your order is over $200.

      Coupons and promotions

      You can redeem promotion codes in your account to your checkout order on the website.
      1. My Account Dashboard, click "My Coupons"
      2. Under Existing coupons, find the promo code you'd like to redeem and click "Use Now" to add the promotion code to your order.
      3. Coupon codes can be "copied and pasted" to be used at checkout. Due to applicable laws and regulations, we can't apply promotions or credits toward fees or taxes.
      Some promotions don't require a code. You can add these promotions to your account by clicking the button or link in the email, push notification, in-app banner, or text message you receive. Once activated, the promotion amount automatically applies to your next order(s) at checkout. They can't be used in combination with another promotion or credit.
      All discounts and promotions can't be shared. If you share the promotion or try to use it on another account, the promotion won't apply. They are only available for the account associated with the original recipient's email address.

      I forgot to add my coupon code to my online order.

      Unfortunately, once an order has been confirmed, we cannot retroactively apply any vouchers or discounts to it.
      Please hold onto your coupon for your next online purchase or contact [email protected] if the code expires soon.

    Payment Issue

      Will there be a price tag or receipt in my order?

      There are no price tags or billing information within our packages. If you need to retain a copy of the payment, please get in touch with us at [email protected] to get your invoice.

      Why is my credit card being rejected?

      There are many possible reasons for a credit card not being accepted:
      · The card is expired.
      · You have reached or exceeded your credit limit.
      · You have exceeded your daily charge limit.
      · A computer at either end of the transaction is having technical problems.
      If you have problems submitting your credit card payment, you can contact Customer Service for help. When you contact customer support, you may be asked for any error message you received, as well as the cancelled order number seen under "My Orders".

      How do I complete my payment if the order status is pending?

      An order enters the "pending" state when you have pressed the "Place Order" button at the checkout, but we have received no payment. Our system immediately fulfils orders when payment is received.
      If you were attempting to pay via a debit or credit card, likely the order was unable to process payment, therefore all "pending" orders have not received payment and will be cancelled after 48 hours. It is best to place the order again.
      If you were attempting to pay via PayPal, you could verify your payment status in your PayPal account. (If no payment was successful, then there won't be an entry in your PayPal statement.
      Please login to your account and go to "My orders" to find the order and finish the payment.

      How can I receive an invoice for my order?

      There will be no invoice in your package.
      If you want the invoice, pplease get in touch with usat [email protected].

      Do I have to pay GST?

      No, the price includes the GST.

      Can I place an order over the phone?

      Sorry, we can't accept orders by calling. We accept orders placed on [email protected]. You can place an order through your pc or mobile device we accept any county's Paypal or credit card payment, as long as the shipping address is an Australian one.
      If you're having trouble accessing the site for any reason, please contact us via email at [email protected], and we'll do our best to help.

    Order Cancel

      How do I cancel my order?

      Please send the cancel request to [email protected] within 24 hours of placing the order. Our team will cancel the order for you freely.
      But if the order has already been shipped out, we would request $25 as a recall fee. Please refer to the Return Policy for additional information.

    Shipping & Delivery

      When can I expect my order?

      We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order in 1-2 business days. It is then picked, packed, and dispatched. Please note that delivery times vary depending on your location and the possible courier screening the package goes through. Our standard delivery times (2-7 business days) are estimates and may vary due to external factors outside Costway AU and our courier's control. These factors may include but are not limited to extreme weather conditions and technical failures.

      How can I find my tracking information?

      Once our fulfilment centres print the label for your shipment, we instantly email a tracking link to you. It may take up to 3 business days for your tracking information to show movement. Occasionally, members have found these emails in their promotions, spam, or junk folders. To avoid this, we recommend marking [email protected] as a safe sender.
      Please note: for the most accurate delivery timeline, please wait until after your order has started to show movement. Any delivery timeline shown on your tracking link before your order begins to move only an estimate.
      No problem if you cannot find the tracking information in your email!
      You can follow these steps:
      1. Click "My Account" on the top
      2. Click "My Orders"
      3. Click "View Order"
      4. Click "Order Shipments"
      5. Click "Track My Order"

      Where does free shipping apply to?

      We offer free shipping to most areas of Australia. We have added the area shipping fee to the area on the order amount. If the courier company needs to charge Destination Surcharge to your area, it will automatically be added when you check out.
      Some extra-remote or off-shore areas will charge extra postage fees, and some cannot deliver. We will contact you and ask about your willingness before dealing with your order. Please pay attention to your message before dispatch.
      Please click this link to view the extra postage fees area.

      What if I miss a delivery attempt?

      If you miss the delivery attempt, please contact us via email at [email protected]

      Do you offer expedited shipping?

      Sorry, we do not offer expedited shipping.
      We ship in-stock orders as soon as possible. This is often the day you place it or the day after, but there are situations where it may take longer. If your item is in stock, your order is estimated to ship on the next business day. All estimates are based on business days. You can expect to receive your order in 2 to 7 business days. Rural and remote areas may take longer.
      Please refer to our Shipping Guide for more information on shipping and delivery estimates.

      How do I change the delivery address of my recent order?

      If you need help updating your delivery address after an order has been processed, please get in touch with us via email at [email protected] with your order number and new delivery address. We will determine if the new address can be delivered and if additional payment is required.

      Help! My package went missing. What should I do?

      We're sorry to hear your package was not correctly delivered! Sometimes, carriers will prematurely mark a package as delivered before delivery, depending on their delivery schedule.
      Should this occur, you can contact the carrier to see if there are any delays. Please feel free to send an email request to [email protected]. We're happy to help!
      Please follow our steps below:
      1. Please check with your household members or neighbours to see if anyone may have received the package.
      Frequently, this is how our customers have found their lost packages. If no one has received your package, continue with the following steps.
      2. We will need to open a lost package claim with the shipping carrier.
      This process may require 7 or more days to further assist us in locating the last known whereabouts of your package. Please remain patient while we receive a notification.
      3. Email us at [email protected]
      Let us know that your package is missing, and provide us with the following information: Your order number and the tracking number will be appreciated.

      Do you ship internationally?

      We currently only ship within Australia. Some extra-remote or off-shore areas will not deliver. Please refer to our Shipping Guide for more information on shipping and delivery estimates.

      Do I have to pay for the delivery?

      1. Free shipping to most areas of Australia.
      2. We have added the area shipping fee to the area on the order amount. If the courier company needs to charge Destination Surcharge to your location, it will automatically be added when you check out.
      3. Some extra-remote or off-shore areas will charge extra postage fees, and some cannot deliver. We will contact you and ask about your willingness before dealing with your order. Please pay attention to your message before dispatch.
      Please click this link to view the extra postage fees area.

      Why hasn't my tracking information been updated?

      If you still haven't received an order and the maximum delivery date has passed, please get in touch with [email protected] with your order number. We will contact the carrier to inquire about the specific situation and apply for a package inquiry. You may need to wait patiently for another 3-5 working days for the query results.

    Wrong Item Received

      Wrong item received.

      We're sorry to hear there was a problem with your order. If you received an item in your order that does not match your original order transaction, we would love to make it right!
      Please send us some photos of the received item and labels in the packaging to check if we've mistakenly sent the wrong item. We will review and verify the information and offer you a complete and swift solution to the issue.
      If the item is still in stock, we can provide you with a free-of-charge delivery. We will provide you with a free prepaid return label to have the original item sent back to our fulfilment centre. We have a few options if your original item is no longer in stock. We can help you select a similar alternative that may include a discount price or issue a refund.
      If you need help with your order, please contact us via email at [email protected]. We're happy to help!

    Damaged/Missing Parts

      Ordering replacement part(s)?

      Sorry to hear that the pieces need to be replaced. Unfortunately, due to our manufacturing process, we cannot match or stock every piece. Therefore, we cannot offer your item individual furniture replacement(s) or piece(s). But we provide warranty service. If it is under warranty*, you can contact this email at [email protected] and tell us the receiver's full name, order number and the tracking number of the original package to locate your order to help you. At the same time, please tell us the part number of the part you need and explain why you need the replacement part. If there are quality issues with the item, please provide details and pictures or a short video showing the issue for reference.
      *One(1) year limited warranty for Costway® home appliances;
      One hundred and eighty(180) days limited warranty for other Costway® items.
      Valid from the purchasing date.

      Help! My order arrived damaged.

      We're sorry to hear your package was damaged in transit!
      When you receive a damaged package, you have the right to reject it when the carrier delivers it. If you don't have time to reject the damaged package, please contact us via email at [email protected] and provide a photo or video of any damaged item with valid order information. We will offer a proper solution.
      If you need any help with your order, please feel free to contact us. We're happy to help!

    Item Return & Refund

      How can I get a refund?

      We are sorry to hear you would like to cancel your order and get a refund, but we are more than happy to help!
      We will arrange a full refund if your order has not been shipped. If the order is already in transit, we need to contact the shipping company to recall the order and arrange a refund for you. If you must cancel after 24 hours of the order and before the item is delivered, you will receive a refund minus a recall fee of $25. After receiving the returned item, the refund minus a recall fee will be credited back to your original payment account within 3-7 business days.
      If you would like to proceed with your order cancellation request, please feel free to reach out to our service team. We would be more than happy to assist you.
      If the original payment method is no longer available, you should provide us with your PayPal email, and we will be happy to issue a refund to your PayPal account.
      If you are curious to know more about our terms and conditions, you can take a look here!

      How do I return an item?

      If you received any defective items, contact us for a full refund. Most of our products can be returned within 30 days of purchase, provided they are in sellable condition with original packaging, tags and a receipt.
      When your purchase fails to meet your expectations, provided they are in reasonable condition (items in original packaging, manufacturer's tags attached, undamaged), we request that you pay the shipping cost for Costway to process your refund.

      How long will it take for me to get a refund?

      Once you are authorized to return an item to us, please pay close attention to the return tracking number. Once the item is delivered to our warehouse, please request a refund to [email protected], and we will issue you the refund in 3-7 business days.

    Dropship

      Is Dropship Program open to Amazon?

      We are glad to hear that you are interested in Costway Dropship Program.
      Here are some tips you need to know before dropshipping products from au.Costway.com.
      Our dropship program does not support it and is not open to Amazon. We encourage our dropship members to work with other ways: eBay, Wish, Walmart, Shopify, Big Commerce, Social Media Platform, and your independent flagship online store.
      Please click here for the Costway Dropship Program introduction and instructions.

      How do I apply to dropship with Costway?

      We are glad to hear that you are interested in Costway Dropship Program.
      Please click here for the Costway Dropship Program introduction and instructions on becoming official.
      To ensure you have all the rights to sell products from au.costway.com, you must get our Authorization Certification.
      Please fill out the following form before placing any order. If you don't have the following information, you can come to your account and fill out the shop information.
      #1 Shop Name:
      #1 Shop Link:
      #1 Online Platform your shop locates:
      Every interested dropship applicant must complete the online application and certification form to become an official drop shipper. The benefits you earn are the difference between your selling price and the listed price on au.Costway.com. The more you make, the more possibility of receiving coupons.

  • Product Inquiry

    Price Difference

      The Item is on sale now. Can I get a price difference?

      Yes. We will be happy to provide you with a one-time credit between the price you have paid and the current sale price. All price differences and price adjustments are valid only on Costway.com orders.
      Please note:
      1. Price differences are made within 7 days from your purchase;
      2. Third-party retailers do not support price differences;
      3. Items purchased using a promotion code aren't eligible for a price adjustment;
      4. "Clearance" items are not eligible for a price adjustment;
      5. Due to customer privacy and security concerns, we do not accept price adjustment requests submitted via applications or third parties. Only requests submitted directly by a customer will be accepted.

    Product Warranty

      How long is my Warranty?

      We provide a warranty policy:
      One(1) year limited warranty for Costway® home appliances;
      One hundred and eighty(180) days limited warranty for other Costway® items.
      Costway® Warranty does not cover failures: abuse, accidental damage, or when repairs have been made or attempted by anyone other than Costway.
      As for the return shipping, Costway will fulfil all costs for quality-related problems under normal conditions. If it's not a quality-related problem, please note the return shipping fee will be deducted from the total return.*

      Do you offer an extended warranty?

      Sorry, we don't offer an extended warranty right now.

    Item Stock

      I want to buy something, but it's out of stock.

      We're sorry you missed out! If the item you wanted is unavailable, we cannot guarantee a restock within a specific time. However, we are likely working on restocking as soon as possible for most other products. Be sure to sign up for our mailing list to be notified when items are back in stock!
      Or you can click "Notify me when this product is in stock" on the product page.

      What if the item is out of stock?

      If an item status shows "Out of Stock", it is currently unavailable; Please note that we are constantly ordering more. While it shows item availability, inventory is constantly updating; unfortunately, we do not know when the product page will be updated and cannot determine how long existing stock will last.
      Please click "Notify me when this product is in stock" on the product page for the updated information.

      Is this product still in stock?

      Please refer directly to the product page. All available inventory is listed online. For additional stock information, please reply to [email protected] with the following information:
      1. A link to the item on the website or the product item no. (e.g. 60519437).
      2. The size(s) and colour (s) you require.
      Our customer support will assist you further. Please note that we cannot put an item aside or reserve it before payment.

      I want to get an item that is not available.

      We apologize that we cannot accept orders for items that are not currently in stock. Please check back periodically as we continually receive shipments of new items. Or you can contact us via email at [email protected] for more details.

    Item Review Post

      How do I post a product review?

      Posting reviews is a great way to help customers like yourself find genuine reviews about a product. To post a review in 3 easy steps, please note:
      1. Click on the "Reviews" button on the product page.
      2. Press the golden button, "Add your review";
      3. Rate the item using the stars, 1 being the worst and 5 being the best. We encourage reviews to have pictures. Fill out the required information in the blanks, using your name, review headline, and your review.

    Assembly & Installation

      How can I get a manual online?

      We don't provide installation service. If you have received your order without any manuals or assemble instructions, you could contact us via email at [email protected] to ask for the manual.