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| Frequently Asked Questions |
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- Can I change my profile details?
- I forgot my password, what can I do?
- I forgot which e-mail address that I used to create my profile, or I now have a new e-mail address. What can I do?
- Can I pay by credit card?
- I don't have a credit card, can I pay by Cheque or Money Order?
- I don't have a credit card, can I transfer the money to you?
- Why do you need my personal details?
- What is your returns policy?
- How secure is it to shop at the The Coopco Underwear Shop?
- How will my order be delivered to me?
- Why didn't I receive an e-mail confirmation of my order?
- Why is delivery to some countries restricted?
- Can I change my profile details?
Yes, you can. Click on "My Account" at the top of the page to alter your details.
You can change any of your personal details, change the entries in your address book, and/or change your account password.
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- I forgot my password, what can I do?
Your password is encrypted in our database and we can not read it, so you will need to get a new password issued.
You can get a new password in one of two ways.
First Method
Click on "My Account" at the top of the page. The next page is the Welcome, Please Sign In page. Just click on "Password forgotten? Click here." and a new password will be sent to you by e-mail. The new e-mail is automatically generated, and can be changed the next time you log in.
Second Method
Send us an e-mail with your e-mail address, and we will send you a new automatically generated password that can be changed the next time you log in.
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- I forgot which e-mail address that I used to create my profile, or I now have a new e-mail address. What can I do?
Just send us an e-mail that contains your first name, your last name, your address, and your new e-mail address that you wish to use.
We will send you a confirmation e-mail when the changes have been made.
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- Can I pay by credit card?
You can pay online by credit card by selecting Credit Card On-line (via CommWeb), PayPal, or PayMate as the payment method during the checkout process.
You may wish to use the Credit Card Phone Payment option and pay by MasterCard or Visa.
With Credit Card On-line (via CommWeb) you can pay by MasterCard or Visa and only in Australian Dollars.
With PayPal, you can pay by Amex, Visa, Mastercard, Discovery, and eCheck.
With PayMate, you can pay by Visa or MasterCard.
If you click on the link below, our Payment Methods document will open in a new browser window.
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- I don't have a credit card, can I pay by Cheque or Money Order?
You are welcome to pay for your order by Cheque or Money Order.
Orders with Cheque or Money Order payments can be placed on our website. Select the Cheque/Money Order option as the payment method during the checkout process.
The ordered items will be reserved until we receive payment, and the payment has been cleared by our bank.
If you click on the link below, our Payment Methods document will open in a new browser window.
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- I don't have a credit card, can I transfer the money to you?
Yes, you may transfer your payment to our bank account. This is most convenient if you have an online banking facility with your bank.
Orders with Bank Transfer payments can be placed on our website. Select the Bank Transfer Payment option as the payment method during the checkout process.
Please make sure to use your name and order number as the reference for the funds transfer.
Our bank details are provided in the confirmation of your order e-mail that we will send to you.
If you click on the link below, our Payment Methods document will open in a new browser window.
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- Why do you need my personal details?
We have a strong Privacy Policy and we guarantee our customers' confidentiality. Any information that you give to us will be used for the purpose of identifying you so that we may do business with you.
If you click on the link below, our Privacy Policy document will open in a new browser window.
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- What is your returns policy?
If for any reason you are not completely satisfied with any product or service, please contact us to resolve the problem.
If you click on the link below, our Returns Policy document will open in a new browser window.
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- How secure is it to shop at the The Coopco Underwear Shop?
We take all precautions to ensure that your shopping experience with us is secure.
If you click on the link below, our Security Statement document will open in a new browser window.
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- How will my order be delivered to me?
Select one of of the currently available delivery options that are available during the checkout process.
If you click on the link below, our Shipping (Delivery) Policy document will open in a new browser window.
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- Why didn't I receive an e-mail confirmation of my order?
We use payment gateways (such as Comm Web, PayMate, and PayPal) to process your credit cards securely.
At the completion of payment at the payment gateways, you should be directed back to us so that the order confirmation can be generated.
The return to us should be automatic, or there may be a return to store button that needs to be clicked on.
Your return to our shop enables the shop to complete the order process, and gives you the opportunity to log out from the shop.
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- Why is delivery to some countries restricted?
This requirement is imposed on us by the designer / manufacturer. If your delivery address appears to be restricted, please contact us so that the restriction may be reviewed.
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