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    Contact us

    To contact the Qantas Frequent Flyer service team, please complete the form below. To assist us with enquiries relating to a specific order or product you are able to upload a file such as a photo, delivery notice or tax invoice. Alternatively you can contact one of our team members by phone on one of the numbers provided below or you can contact us via online chat.

    You can attach a file to your message. Maximum file size 10MB. Total size of all uploaded files must not exceed 32MB. Accepted files: image formats .JPG, .PNG, .PDF, .DOCX and .DOC.

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    Contact numbers

    How do I contact the Qantas Frequent Flyer Service Team?

    If you require further information, the Qantas Frequent Flyer Team are happy to help. Contact us on one of the numbers below between the hours of 8am and 7pm (AEST), Monday to Saturday, or via the contact us form above.

    • Australia1300 662 859
    • New Zealand0800 886 033
    • Other countries+61 2 8222 2562

    (call charges may apply outside of Australia)

    Top 3 frequently asked questions

    I have forgotten my PIN, can you help?

    After you click on the "login" button found at the top of the homepage click on "Forgot PIN?".You can enter your membership number and last name and then choose either to have your PIN sent to the email address that you registered with, or choose to provide 3 pieces of personal information and you will be able to enter a new PIN.

    What happens if my product hasn't arrived by the estimated arrival date?

    If you haven't received your order by the estimated arrival date, first check your Order Status in "Order History" in your Account. Alternatively you can contact the Rewards Store Contact Centre by calling the number on your Order Confirmation or by submitting an enquiry on our Contact Us form quoting your Order Number. If you have ordered more than one item, please note that they may be delivered separately.

    What happens if I'm not happy with my product?

    At the Qantas Shopping Rewards Store, we are happy to offer you a refund or exchange for change of mind on most products if they are returned within 30 days from the delivery date, are in their original condition with all accessories and any instruction manuals and are also in the original packaging. Note: you will be responsible for the cost of return postage, for items that are less than 20kg and 1.05m linear Qantas provide the option to use Australia Post at a cost of $10.50 or 2,000 points. For larger products the return will be at your cost deducted from the refund. Our change of mind ploicy is subject to terms and conditions. For more information click here.