Identity Direct Questions & Answers

Hi Sun,

Thank you for your message. I am sorry we do not do personalized books anymore and the website is no longer active.

Thank you

Warm regards,

Hi Julie,

Thank you for your message and I am sorry to inform you that we no longer do address labels. I apologize for the inconvenience caused.

Warm regards,

Hi Sue,

Thank you for your review. I am sorry we are no longer operating. I apologize for the inconvenience caused.

Warm regards, Identity Direct Team

Hi Liz,

Thank you for your message and I am sorry we are no longer operating and you will not be able to place orders. I apologize for the inconvenience caused.

Warm regards, Identity Direct Team

This is very sad news. No one seems to sell the products you did, like labelled pencils etc Have used your products from about 2000 until last year. You will be missed

Hi Susie,

We appreciate your support for all these years and I am sorry that we are not able to provide the service anymore. Have a good day.

Hi Angela, good day. I am very sorry we do not have the item available at the moment. It might be available for Christmas. Thank you

Thank you for your response

Have a good day

Hi Helen, thank you for your message and I am sorry for the pricing issue. Please let me know the order number of the item for me to check further? Thank you

33828051

Thank you for your reply. In this instance, would you like to have a refund of $1.00 to the original payment method or you can have a $10.00 voucher for your next purchase. Please let me know your preferred remedy. Thank you

Please refund the $1 into my account. Thank you.

Thank you for your reply. I have processed the $1.00 refund for the items. The funds will be credited via the original payment method to your account within 7 to 10 business days.

Hi Yolande, I am sorry for the delay in your order. With these, an investigation has been lodged to check on the order status for you. We expect to hear from them within 1 business day. I will get back to you as soon as I have an update.Thank you

I have personally purchased quite a few things from identity direct. Speaking from experience a few times certain items have taken longer to receive than usual because of covid and personalised items. I to am waiting for a delivery but rest assured you will receive your order. Try emailing them or just wait as I am. I'm confident in regards that my items will be delivered. Hope this helps

Hi Nikki, thank you for your review and I am very sorry for the delay in your order. I have checked and I can see that the order has been shipped and is currently awaiting collection at WATERGARDENS POST SHOP. You can collect the parcel there and it can be tracked at external link . Thank you.

Hi Jenny, we do have door mats available. You can have a look at them at external link . Happy shopping

Hi Cathy, I am sorry that you have not received the order yet. Please provide us with the order number and I will check on the order for you. Thank you

i can't find my order number but Australia post say my address doesnt match the delivery address. My address is 2/14-16 Brent Street Mornington. Victoria 3931. So I am wondering what happened

I just found the order number to go go with my enquiry earlier about missing address labels. The number is 23801438 and i was able to check the address they wrote down. It was supposed to read 2/14-16 Brent Street Mornington. Victoria 3931. Not 2 Brent Street Mornington Victoria 3931 what will happen now will my order be replaced and sent to the correct address

Thank you for your reply. The order number that you have provided 23801438 is incorrect. Could you please reconfirm the order number for me to look into this?Thank you

My Mistake on the order number it should have been 32801438. I accidentally put 2 numbers the wrong way round

Thank you for the order number. Could you please send a private message with your address for me to check this further. Thank you

Hi Stan, thank you for your message and I am sorry for the delay of your order. I checked and see your order for 32070372, has been delivered on 8th of December and you can track your order progress via external link . And for the order number 32189886 and 32189901, these orders is currently in our production cycle and we expect it will be dispatched in the coming days.

Order 32070372 not received. Will I receive other 2 orders by 18/12/2020 or will they be lost as well. Please refund all orders and I wii advise PayPal accordingly. Very upset with service Christmas gifts. Stan

Order 32189886 and 32189901 will they arrive before18/12/2020. If not please cancel and refund and i will purchase locally. Regards Stan. Order 32070372 did not arrive

Hi Stan, the order will not reach you before 18/12/2020. I am checking with our warehouse team if we are able to have this order cancelled for you. I'd get back to you as soon as I hear back from the team.

Very disappointed this was a Christmas Gift for Friends leaving soon. I only have 3 days to purchase elsewhere. Can they be express delivered at my expense Regards Stan

I believe your production line had problems and a full refund will be put into my account. I am so pleased there is no credit instore. Never again will i deal with a retailer that lacks contact by phone, email, and customer relations. I will advise PayPal. Regards Stan

I would like to wholeheartedly apologize for this delivery experience and any inconvenience caused.

What a silly thing to buy in the first place. I wouldn't have bought such things. Inflatable things are fraught with dangerous unknowns.

Hi Robyne, thank you for your message and I am sorry to see there is an issue with your order. I have now issued you with a full refund by original method of payment for these 3 items, we will not trouble you to return the product back to us. Please note that once processed it can take up to seven working days for the refund to appear back on your account. To further apologise for any inconvenience caused, I would love to offer you $10 off your next purchase. Simply enter the below code during the checkout stage before 14/03/21. O22UCEBEGQELDG. If you require any further assistance, please be sure to let me know.

Thank you so much, appreciated, I have sent an express mail letter to you at Brookvale, because I didnt think I had reached you. Do you usually have trouble like this with the soccer balls because I am happy to reorder and give it another go as I really want them for the boys.

Usually it is very rare we encountered this type of issues. Not to be worry as you can place a new order with us. Have a nice day!

Thank you, I appreciate your reply

You're most welcome. Have a nice day!

Hi Jenny, thank you for your message. Could you please provide us your order number and I will check the details for you.

My order number is: 31987962

I have listed the personalization for the two items that you have ordered below. Wine Tote Bag - Sip, Sip, Hooray - Tracy Happy 50th Beer Design Stubby Holder -Liam's Beer Hope it helps!

Yes thankyou. Just what I ordered. I'm am very happy with your companies service. Will definitely use Identity Direct again.

Hi Jenny, we are happy that you are satisfied with our service. Have a great day!

Hi Tammy, thank you for your order. Could you please provide us your order number and I will check the details for you.

Hi, thank you for your message. Could you please clarify further regarding your issue and we will assist you further. Looking forward for your reply.

Hi Annie, thank you for your message. Can I please reconfirm that, does the each book when you ordered stated for free shipping? Once we receive your reply. we will check this for you.

Hi Kathy, thank you for your message and I am sorry to hear that, you are still waiting for your order. We have run into an unforeseen delay in the production of your order. I am going to look into this further to find out when we can expect to dispatch your order and will get back to you as soon as I have an update.

Hi, Thanks for your message regarding your recent purchase. I’ve tracked this parcel and unfortunately our delivery partner has been unable to deliver your order and this has now been returned to sender. Once your parcel reaches our warehouse, our Returns Team will contact you within five business days to confirm your delivery address and redispatch your order with urgency, free of charge.

Sunday 31 May 2020 Hi I am feeling very frustrated that my granddaughter still has not received this book. The address on the original order was correct. Please - I am requesting that you actually send her a copy of this book. I feel sure that with the time involved since my original order that I am justified in feeling that you have not delivered my product so I am asking that you either send a copy of the book immediately or you refund my money. I have never had problems with Identity Direct in the past. PEASE can you just send Milly the book!! Address 92 Central Road, AVALON, NSW 2107, AUSTRALIA THANK YOU

Hi, upon checking, I could see that, your parcel have not reach our warehouse yet and it has been stuck at the depot. Please allow me to check this further with our courier partner and I will get back to you once we receive an update from them. I would like to apologize for all the trouble surrounding this order.

Hi, I'm still waiting for this book and I am feeling VERY UNHAPPY with the lack of service I have received. As it isn't a highly expensive item surely you can just send my granddaughter another one!! It doesn't make sense to me to have drawn this out for so long!! I really would appreciate a remedy. Two weeks ago it was stated that this matter would be checked out but I STILL HAVE NOT HEARD FROM YOU!!!!! VERY POOR SERVICE - PLEASE RESTORE MY FAITH IN YOUR COMPANY. Regards Christine

I'm sorry to see that you are without your parcel. I can confirm that your order was dispatched from our warehouse with our postal partners. It is rare for a parcel to be lost in transit, but in this case, it is clear an inquiry is warranted to locate your parcel. Today I have lodged an inquiry with our courier. We expect for the investigation to take up to five business days to complete, however our team will be in contact with you as soon as we hear from them. Thank you for your patience while I look into this for you

I am very frustrated with the service from Identity Direct. On your last report to me you expected your enquiry to take up to five business days -that was three weeks ago and I have still had NO RESPONSE!! Please can you just send me the book I ordered and when, if ever, you locate the lost book, that can then go back to your stock. This has dragged on and on and I am sick and tied of your lack of response to my request. I'm sorry but my patience has run out!!! This book was ordered on 23 March!!! How long do you expect me to be patient!! Christine

I have been contacted by our delivery partners today who have informed me that they are unable to confirm the whereabouts of your order. As we do not hold excess sales event stock to be able to send a replacement, I will be issuing you with a full refund by original method of payment for this order. I'm sorry for the inconvenience caused by this order going missing. Please note that it can take up to five working days for the monies to appear back on your account.

This is quite frustrating as you have actually been advertising this book lately in your emails. I am at a loss as to why you have strung this on for so long. NOT IMPRESSED with your service.

I would like to wholeheartedly apologise for this delivery experience and any inconvenience caused.

Hi Greigs, thank you for your message. Appreciate if you could reply with the order number for me to check and investigate this for you. Awaiting for your reply.