Frequently Asked Questions

Is it safe to use a credit card online?

Yes. Compass Group are dedicated to providing a secure online store for its customers. To ensure security in online transactions, we use “Verified by Visa” and “MasterCard Secure Code” to ensure that your online transactions are protected. For more information on credit card security please refer to the Contact Us section of our website.

How do I contact you if there is a problem or question regarding my order?

Please email us at

What do I do if my order has not arrived within the estimated time frame?

If your order has not arrived within the expected timeframes, please contact us:

How do I return an item or exchange it for another colour or size?

Our returns policy is spelt out in detail under the “Contact Us” heading on our website.

What if I have forgotten or need to change my member password?

If you have forgotten your password, go to the “login” section of the website and click on the “Password forgotten?” prompt, enter your email address and we will send you a new password to your registered email address.

If you need to change your password for any reason, go to the “My Account” section which is on the top right of our website using your current password. Click on the “Change my account password” and change your password as required.

When will a purchase be charged to my credit card?

Your credit card will be charged immediately and goods will be dispatched within three working days of your payment being processed.

Can I purchase/order products online if I am outside of Australia?

Yes, you can make an order if you are outside Australia, but payment is limited to direct deposit and goods will only be dispatched once funds have cleared. We cannot deliver to Africa, Asia or the Middle East.

What is your refund policy?

We are happy to stand by the quality of all of our goods. We like to discuss any issues with our customers to try to work out a solution, so if you require a refund on an internet purchase please contact us at

Why are some goods not shippable?

Some goods are not permitted to be delivered because of health and safety reasons. Other items, like knives for example, require the person to present themselves for identification. Finally, some items are just too big and awkward to ship.

Can I buy everything in your online store or are some items only available in-store?

For security reasons some items, such as knives, are only available in our stores. Other items that are difficult to send in the mail are also only available in store. Any item not available for purchase online is clearly noted.