Frequently Asked Questions

Contents

Qantas Store

Points Plus Pay

Order Status and Delivery

Customer Service

Promotion Codes

Single Sign On and Cookies

Qantas Store

1. How do I login to the Rewards Store?

To login to the Store click on the "login" link found at the top of the homepage. If you can't see the login section, make sure your browser's pop up blocker is turned off. You will need to enter your Qantas Frequent Flyer membership number, your last name and your PIN.  If successful you will be logged into the Rewards Store.

2. I've lost my membership number, how can I retrieve it?

You will need to contact the Qantas Frequent Flyer Centre for assistance. 

3. 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.

4. How do I redeem my points through the Rewards Store?

You can redeem Qantas Points at the Rewards Store by using points only or for selected items, Points Plus Pay - a combination of points (above the minimum number of points specified when ordering) and a card payment.

Simply select the product that you wish to purchase and click "Add to cart". You can then decide to check out or continue shopping.

Once you have finished browsing and you are ready to check out, select "Shopping Cart". From here you will be asked to revise your order. To finalise your order, click “Checkout".

Now enter your delivery address details or review an already saved delivery address and your payment information. Read our Terms and Conditions and select the checkbox to notify us that you agree to the terms.

Finally, enter your email address so that we can send you a tax invoice. To complete your purchase click “Confirm”. Once your payment has been processed and your order has been placed you will be taken to an “Order Confirmation” page where you will find your “Order Number”. You will also receive an Order Confirmation email containing the details of your purchase.

If you have purchased a Gift card or other selected products, you may be asked to verify your identity via text or by answering security questions before proceeding to the “Order Confirmation” page. You’ll need to ensure that your Qantas Frequent Flyer account details are up to date to ensure this process can be completed, should it be required as part of your purchase.

5. How do I find out my Qantas Points balance?

Your current points balance will be displayed on the Rewards Store website after you login. You can also login to your Account on qantas.com to view Your Activity Statement.

6. How do I find out what I can redeem my points for?

Once you’re logged in, you can view “All products” and filter by “Within my points balance” to see which products you have enough points for to cover the full amount. Remember, you can also use Points Plus Pay - a minimum of 2,000 points plus cash payment to checkout. 

7. How do I update my Qantas Frequent Flyer account details? 

The email address you enter at checkout on the Rewards Store will not update your Qantas Frequent Flyer profile. To update your Qantas Frequent Flyer account details, go to:

  • Qantas.com
  • Login to Your account
  • Click on Your profile to update your contact information

8. How do I find a specific product?

You can browse for a product by selecting a category (e.g.: "Sports & Fitness") and then a sub category (e.g.: "Golf"). This will display all the golf related products available in the Rewards Store. You can also use the "Search" function to find specific products. Type a keyword into the "Search" box located under the category headings and click "Search". This will bring up all the products in the Rewards Store which match the keyword that you have entered.

9. Can I purchase a product from the New Zealand Rewards Store if I live in Australia, or purchase a product from the Australian Rewards Store if I live in New Zealand?

Products can only be delivered to an address in the country of the Rewards Store that you have selected the product from. The delivery address must be within Australia if you are ordering from the Australian Rewards Store or within New Zealand if you are ordering from the New Zealand Rewards Store. We do not offer international delivery.

10. If I’m a Qantas Frequent Flyer member but live outside of Australia or New Zealand, can I shop at the Rewards Store?

No, we do not cater for international shipping outside of Australia and New Zealand. You can order a product while you are abroad, but will need to provide an Australian or New Zealand address for it to be delivered to.  

11. I live in Australia so why do I only see products from the New Zealand catalogue?

If you have not logged in, you may be shown the Australian catalogue. To switch to the Australian catalogue, click on the Rewards Store Australia link located in the footer. Alternatively, if you log into your membership account before you visit the Rewards Store, you will automatically be shown the Australian catalogue.

12. If I purchase a product will my points be deducted immediately?

As soon as you redeem your points for a product, the points used will automatically be deducted from your Qantas Frequent Flyer account.

13. If I add a product to my Cart will my points be deducted?

Points are only deducted from your Qantas Frequent Flyer account once you proceed through the checkout and your order is completed.

14. How do I delete a product from my Cart?

To remove an item from your Cart, first click on the shopping cart icon in the top right corner of the website. Once on the cart page, click on the cross in the top right corner of the product box. A pop-up window will appear asking if you would like to “Remove from cart?” Select “Remove.” Once the page refreshes, the item will be removed. 

15. Will I earn points on my Rewards Store order?

The Rewards Store is your online retailer for using Qantas Points. You will not earn any points on your order. 

We do, however, offer promotions from time to time where you can receive your points back. The number of points you'll be receiving back will be displayed in your shopping cart at your time of purchase. Please allow up to 2 weeks for the points to be credited to your Qantas Frequent Flyer account. If you have been waiting longer than 2 weeks you can contact the Rewards Store Contact Centre.

16. Can I shop for products on the Rewards Store using cash only?

Select Qantas Merchandise rewards, available on the Rewards Store, can be ordered using cash only. An icon () will appear next to the items available for purchase with cash only. Simply shift the slider to zero points to show the cash only value. At checkout, you can use an accepted payment card to complete your purchase.

17. If an item is unavailable or out of stock, can I place a back order? 

Unfortunately when an item becomes temporarily unavailable on our site, we do not allow for back orders. Please contact us to see if the item will become available again, or choose from suggested similar products at the bottom of the page. 

 

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Points Plus Pay

18. What is Points Plus Pay and how does it work?

If you've got your eye on something but don't have enough points for it, you may be able to use Points Plus Pay. If you have minimum of 2,000 points in your account, you can use points and an accepted payment card to purchase the products you want, using a mixture of money and points. You can use Points Plus Pay for most products however some are excluded, such as gift cards and vouchers. You can choose to use Points Plus Pay when browsing products or when reviewing your shopping cart.
 
When browsing products, if Points Plus Pay is available a slider will be displayed when you are on a product page. This will allow you to choose the number of points you wish to use. Once happy, click "Add to cart". Your selection will then be displayed in your Shopping Cart. When in your Shopping Cart, you will have another opportunity to use Points Plus Pay or adjust the number of points you use.

19. I would like to purchase a product using Points Plus Pay. What are my options for payment?

We accept VISA, Mastercard and American Express for payment of all orders. Cheques or cash payments are not accepted.

20. What is Verified by Visa and Mastercard SecureCode? Why am I being prompt to enter a unique personal code?

The 3D Secure technology is designed to reduce the possibility of fraudulent card use by authenticating the cardholder at the actual time of the transaction and subsequently protect him or her against unauthorised use of the card. Verified by Visa (VbV) and Mastercard SecureCode authentications require the cardholder to register their card on the card issuer’s website to take advantage of this service.

 If you are registered, at the time of payment, a screen from your card issuer will prompt you to enter the unique personal code that you have registered with them. The card issuer then validates your personal code and approves the transaction.

If you are not registered, but the bank that issued your Visa card supports VbV or the bank that issued your Mastercard supports SecureCode, you may be prompted to enter your password or to sign up for VbV or SecureCode as you check out. You can activate your current card now.

21. What will appear on my credit card statement when I use Points Plus Pay?

If you use Points Plus Pay on the Australian or New Zealand Rewards Stores, the merchant description on your card statement will read as “Qantas Frequent Flyer”.

22. Can I change the amount I want to pay in cash when using Points Plus Pay,  if I've already added the items to my cart?

You can adjust the amount of points and cash you want to pay for a specific product or for all your order at your shopping cart. Simply enter how many points or the amount in cash you want to pay and the total value of your order will be updated. You can also choose to use the Points Plus Pay calculator to adjust the total value of points or cash.

23. Will I get a Tax Invoice when I use  Points Plus Pay?

A Tax Invoice will be supplied whenever Points Plus Pay is used to complete an order. Any applicable GST will appear on the tax invoice that is sent via email once checkout has been successful. 

 

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Order Status and Delivery

24. How do I check the shipping and delivery dates of my product/s?

The estimated shipping date will be displayed on the product page. The estimated delivery date will be displayed in the Shopping Cart within the checkout process and indicates the date that your order should arrive by. It will also be displayed on the order confirmation email sent to you. For most products, delivery dates are usually within 2-10 business days of placing your order. If you have ordered more than one item, please note that they may be delivered separately.

You will receive an email notifying you when you order has been despatched.

Please note that for magazines subscriptions ordered from the Rewards Store, you or your nominated recipient will receive a confirmation letter, usually by the estimated arrival date. However, the first issue of the magazine will usually take around and 6 to 8 weeks to arrive.

Regional areas may take longer than metropolitan delivery. 

25. What is the delivery timeframe for eGift Cards?

eGift Card will be delivered via email within 3-4 business days following successful order placement.

26. Can my product be delivered to a PO Box?

If a product can't be delivered to a PO Box, it will be detailed in the product description. PO Box addresses will only be accepted for certain products, including most gift cards. Products that cannot be delivered to a PO Box must be delivered to a street address within Australia or New Zealand.

27. My delivery address is invalid. Why is this? 

Some products are not available for delivery in all areas. You can check this on the product page under the “Delivery and Support” tab by entering your delivery postcode. 

If the problem persists, please contact the Rewards Store service centre. 

28. Can my product be delivered at a nominated time?

No, unfortunately we are unable to provide you with a specific date or time for a delivery. If you have ordered more than one item, please note that they may be delivered separately.

29. Will I need to be home to receive my product?

Yes, as most deliveries are sent by courier or by Registered Post. If you are not home between 9am-5pm Monday-Friday, make sure you include the address where you be available during these times when you check out. 

30. How can I track the status and delivery of my order after I've placed the order?

Log in to your Account and click on "Order History" to check the status of your order and whether you can track your order. You will need to click on an order to view it’s details, including tracking and delivery address. Not all orders will have tracking information, but when it is available, it will be displayed in "Order History" once your order has been shipped. If available, you will also receive email updates on the status of your order.

31. 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 Qantas Frequent Flyer Contact Centre. If you have ordered more than one item, please note that they may be delivered separately.

32. How much is the delivery charge for my product?

The delivery charge is included in the points quoted for a product.

33. Can I cancel or alter my order after I checkout? 

If you have made a mistake with your order you need to call the contact centre straight away so that it can be rectifed. There is no guarantee that changes can be made to your order. 

34. Can I purchase a product for delivery to another person?

Yes, the delivery address you provide can be different from your own address but the address must be within Australia if you are ordering from the Australian Rewards Store, or within New Zealand if you are ordering from the New Zealand Rewards Store. We are unable to ship to addresses outside of Australia and New Zealand.

35. Where can I find the details of my previous orders on the Rewards Store?

You will need to login to My Account where you can access "Order History". You will be able to view the name of the product, the Points Plus Pay amounts (if applicable) and the status of your orders. If your order was placed before 20 February 2012, please contact the Rewards Store Contact Centre.

36. What does “Order Status” mean?

You are able to check the status of your order when you login to My Account and view your “Order History”. You will see one of the below status:

  • Processing - This is shown after you have placed your order
  • Partially Shipped - This is shown once part of your order has been shipped
  • Shipped - This is shown once your entire order has been shipped
  • Cancelled - This is shown once the order has been cancelled
  • Returned - This is shown once an order has been received back into the warehouse

 

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Customer Service

37. I did not print my tax invoice or receipt when I placed my order and now I need it. What do I do?

You can check the Order Confirmation email that was sent to your email address with your tax invoice, alternatively, for duplicate Order Confirmation or Tax Invoices please contact Rewards Store Contact Centre.

38. What happens if I'm not happy with my product or it is faulty, damaged or unfit?

You cannot return a product because you changed your mind. If the item is faulty, damaged or unfit for use you should contact the Rewards Store Contact Centre within 7 days of receipt to arrange for an exchange or refund. Please contact Rewards Store Contact Centre.

39. What happens if I lose a gift card, voucher or gift certificate?

A gift card, voucher or gift certificate (electronic or paper) purchased from the Rewards Store will not be replaced or refunded if lost, stolen, destroyed or expired.

40. What is the product warranty on items purchased through the Rewards Store? Can I purchase extended warranty?

For further information on refunds, returns, change of mind and faulty items please see this page. Unfortunately we do not offer the ability for you to purchase or redeem extended warranty.

41. Where do I find the Terms and Conditions?

You will find links to the Rewards Store Terms of Use, Privacy and Security Statement, and Qantas Frequent Flyer Program Terms and Conditions at the footer of each page on the Rewards Store website.

42. Who can I contact if I have a complaint or enquiry regarding the Rewards Store?

Any enquiries or complaints regarding the Rewards Store should be directed to the Rewards Store Contact Centre.

43. Who do I contact if I have an enquiry regarding the Qantas Frequent Flyer Program ?

Enquiries regarding the Qantas Frequent Flyer program should be directed to the Rewards Store Contact Centre or you can find out more about the Qantas Frequent Flyer Program here.

44. Can I place an order through the Rewards Store Contact Centre? 

Yes, we can assist with your order. Our hours of operation are Monday to Saturday, 8am - 7pm AEST. 

45. What can I do if I don't find the answer to my question in these FAQ's?

If you cannot find the answer to your question,  please contact the Rewards Store Contact Centre.

 

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Promotion Codes

46. How do I use a promotion code?

After you have finished browsing the Rewards Store and you are ready to complete your order, proceed to your “Shopping Cart”. Click “Add promo code” located at the top right of the checkout page and enter the eligible promotion code and click "Submit". The discount or offer will be applied to your order and you can then proceed to “Checkout”. Please note that promotion codes are case sensitive.

47. Why is my promotion code not working?

Check the terms and conditions  found in the communication to check for eligible products, dates etc.

 

 

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Single Sign On and Cookies

48. What is Single Sign On?

Single Sign On (SSO) allows Qantas Frequent Flyers to input their login details just once to be able to access multiple Frequent Flyer websites.

When you log-in as usual with your membership number, last name and PIN, you have 25 minutes to visit any of the SSO-enabled Frequent Flyer websites, without needing to login again.

49. Can you give me an example of how Single Sign On works?

  • Member logs in at Rewards Store.
  • Member browses Rewards Store and - within 25 minutes - switches to Qantas Golf Club and then Qantas Wine, without the need to log in again.
  • Member keeps using Rewards Store and Qantas Golf Club, so remains logged in to each of these sites for as long as there is activity.
  • After more than 25 minutes from the initial login, member visits Qantas Points. They'll need to log in.
  • After an extended period of inactivity, the member wishes to revisit e.g. Qantas Wine to order wine.
  • Depending on how long they’ve been inactive, they may need to log in again.

50. Will member account information, login and PIN be the same on all websites for Single Sign On?

All of the member's login details, account information and profile will be the same across all SSO-enabled Frequent Flyer websites and existing Qantas websites.

51. How secure is members’ data using Single Sign On?

When members access their membership information, a secure server is used. Secure Sockets Layer (SSL) encrypts the information a member sends through our website. Refer to Qantas Privacy and Security Policy for full details.

52. What if I'm unsuccessful at logging in with Single Sign On?

While attempting to log in to an SSO-enabled Frequent Flyer website, after three failed login attempts, the member will be locked out from login activity - for all the SSO-enabled websites - indefinitely. A member will need to reset their PIN to login to their Frequent Flyer account. This is a security feature designed to prevent repeated unsuccessful login attempts.

53. How do members log out of Single Sign On?

Each Frequent Flyer website has a logout option. Once activated, the member will be prompted that the sign out process is complete. The member will be logged out from all SSO-enabled Frequent Flyer websites simultaneously.

54. What is a cookie?

Cookies are small pieces of data stored on the web browser on a computer. Storing cookies on the member’s browser enables us to provide customised content and track their visit to the site. Most browsers can be configured to notify the user when a cookie is received, allowing the user to either accept or reject it. Members may inspect the cookies stored by their web browser and remove any they do not require.

55. What if a member’s computer does not have cookies enabled?

The member will not be able to use Single Sign On and will be required to individually sign in to each Frequent Flyer website

56. How can members check that their cookies are turned on? (PC Users)

Google Chrome:

  1. Click the Chrome menu icon.
  2. Select Settings.
  3. Near the bottom of the page, click Show advanced settings.
  4. In the "Privacy" section, click Content settings.
  5. Enable or disable cookies:
  6. To enable cookies, select Allow local data to be set (recommended).
  7. To disable cookies, select Block sites from setting any data.
  8. Click Done to save.

Internet Explorer 6 and above:

  1. From Tools select Internet Options.
  2. Select the Privacy tab and set your privacy setting to 'Medium'.
  3. Click OK.

Firefox 1.0.x and above:

  1. From Tools select Options.
  2. Select the Privacy icon.
  3. Under Cookies, ensure 'Allow sites to set cookies' is ticked.
  4. Click OK.

57. How can members check that their cookies are turned on? (MAC Users)

Internet Explorer 6 and above:

  1. From Tools select Internet Options.
  2. Select the Privacy tab and set your privacy setting to 'Medium'.
  3. Click OK.

Safari 1.3.x and Safari 2.x and above:

  1. Select Preferences from the Safari menu.
  2. Under Security, select 'Accept Cookies' and ensure 'Always' or Only from sites you navigate to' are activated via the radio button.
  3. Close the window.

In Internet Explorer, you open up the browser then:

  1. Go to 'Tools' icon.
  2. Select 'Internet Options'.
  3. Under "Privacy", move settings slider to "Medium" or lower.
  4. Click OK.
     

Don't see an answer to your question here? Please contact us.

 

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