Shopping Help

  • Orders

    Placing an Order

    Do you ask for additional verification on orders?
    In some cases, yes, we do. We may ask for additional information from you in order to verify your account. If we need you to verify further, we will need you to verify the billing address for the card used, as well as a picture of the cardholder’s government issued photo ID, such as a passport or driver’s license.

    How do I place an order over the phone?
    Although we offer a powerful and fast online ordering system, you can also call us to place your order. The online ordering systems are available to you 24 hours a day, 7 days a week!

    Do you check all orders for fraud?
    Yes! We have many checks in place to be as sure as we can that an order is not fraud. We will check your billing address, your IP address, your credit card information and much more. If you do place a fraudulent order, we will prosecute and contact the authorities in your area. Don't even think about submitting a fraudulent order.


    Order Changes

    How do I change the products that I ordered?
    If you ordered the wrong product or if you would like to delete or add a product, the best idea is to send us an email at  customersupport@magicwalletshop.com with the title "Change Order"

    Note: We ship orders very quickly, usually only minutes after you place it. It may be too late to change your order even if you call or e-mail us right after you place your order. If that happens, you can simply return the product for an exchange or refund. Check out the Returns Policy for more information.

    How do I change my shipping address?

      • If your order has been shipped: We ship orders very quickly. If you're order has already been shipped, then it may be too late to change your shipping address even if you call or email right after you place your order. If that happens, the order may be delivered to the wrong place, but it will most likely be shipped back to us. It may take a while to get back to us, but when it does we will be sure to ship it to the new address that you have given to us.
      • If your order has not shipped: If your order has not yet shipped we can adjust the address for you. Send an email with your order information and change to customersupport@magicwalletshop.com.

    If an order was returned due to an incorrect address, it can be reshipped as soon as the original gets back to us. When the package is returned we will notify you via email within 48 hours. If you decide against having the package reshipped we can refund you for the products purchased as soon as we get them back. The shipping address provided during checkout will be used to ship the items.

    How do I cancel my order?

        • If your order has shipped: We ship orders very quickly. If your order has already shipped, then it is too late to cancel the order. You will simply need to return the unopened product for a refund or exchange. Of course, the shipping fee can not be refunded since we had to pay the shipping company already. Check out our Returns Policy for more information.
        • If your order has not shipped: If your order has not yet shipped, we can cancel it with no problem. Please email our Customer Service Center at customersupport@magicwalletshop.com with your order number.

    How do I change my shipping method or payment method?

        • If your package has been shipped: We ship orders very quickly. If your order has already shipped out, then it may be too late to change the shipping method even if you call or email right after you place your order. If that happens, you can simply return the product for an exchange or refund, minus the shipping fee.
        • If your package has not been shipped: If your order has not yet shipped we can adjust this for you. Send us an email with your order details and the changes you wish to make at customersupport@magicwalletshop.com.

    If you'd like to change your payment method contact us at customersupport@magicwalletshop.com and we will help make the changes you request.


    Order Status

    What happens if I receive the wrong product?
    Don't worry, we will take care of this for you in record time. We take great measures to ensure that packages arrive to you not only quickly, but in perfect condition. Unfortunately, in some cases items may be the wrong product. We understand your frustration and we will do everything we can to replace the product as fast as possible.

    To get a replacement please email us immediately at customersupport@magicwalletshop.com and let us know your order details. Check out our  Returns Policy for more information.

    If something is back-ordered, do you partial ship for no extra charge?
    In almost all cases, yes. Our goal has always been to get your order to you as fast as humanly possible. We pride ourselves on having almost everything in stock all the time, but some things out of our control do cause items to be back-ordered.

    If you ordered more than one item, we will ship the items that are in stock the same day. When the back-ordered item comes in, we will ship it out that same day. We do this at no extra charge to you. In some cases we may not partial the order if we know the back-ordered item will be in stock within 48 hours.

    Most companies will try to save money and hold your order until it can ship complete. We know that even though you won't be happy that one item is out of stock, it is much better to at least get the rest of the order on time!

    If an item is on back-order we will email you within 48 hours. If you would rather not wait, you may email us at customersupport@magicwalletshop.com with your order number to change the back-ordered item for an in-stock item.

    What happens if my credit or debit card is declined?
    Your bank or credit card company may have a security setting in place which blocks purchases from Magic Wallet Shop or online. Call your bank or credit card company for assistance in having this block removed. Your credit or debit card may be denied for one or more of the following reasons:

        • Over your spending limit
        • Wrong card number entered
        • Name on card not correct
        • Billing address does not match what your credit card company has on file
        • Internet charges are not authorized for your credit card account
        • Your new credit card has not been activated
        • Blocked for possible fraud
        • Other: Call your bank. They will have a record of the decline and the reason

    Magic Wallet Shop is not notified of the reason behind a declined card. Most of the time the decline is caused by customers entering in the wrong expiration date or name on card. Once you fix the issue with your card or if you choose to use a different card or payment method, simply try again and re-submit your order. If you try to re-submit more than 3 times in a row you will be considered a fraudulent order.

    My order has shipped and has not arrived, what do I do?
    All in-stock AU orders are shipped within 48 hours. So, if your order was shipped using Australian Post, then it will be delivered within 10 business days, which does not include Sunday. International orders should arrive within 10 business days.

    At least 99% of our customers receive their order within that time period. If you do not receive your order in that time frame do not panic. We will find out what happened and get your order to you quick.

    Very rarely an order is delayed. Here are a few reasons why this may happen:

        • It may have been delayed in the post office
        • If international, customs may have held it for inspection for a few days
        • There may have been a problem filling the order
        • A number of other rare things may have happened that we can check on

    The easiest way to get information about your order is to send us an email at customersupport@magicwalletshop.com and a Customer Service Representative would be pleased to assist you.


    Back-orders, Discontinued Items, Special Orders

    How do I check to see if an item is in stock?
    Back-orders are very rare. If an item is out of stock, it will be listed on the product detail page. If the item is on back-order, we will have it in our warehouses soon, and ship it to you right away. If you have further questions about back-orders, or you just want to see when it will be back in stock, you may email us at customersupport@magicwalletshop.com. We can check to see how much is in stock.

    We always do our best to prevent delays, and will continue working hard to eliminate back-orders as quickly as we can.

    How often do you have back-orders on products?
    We have worked hard to create a system that nearly eliminates back-orders. We maintain close relationships with all our manufacturers, so if a product is running low- we work with them to make sure their next shipment will arrive before we run out. If an external factor does result in a product being out of stock- then it will be clearly marked in the store and product detail page.

    If you have questions or concerns about a specific item, you can email us at customersupport@magicwalletshop.com. We will gladly check to see how much we have available before you order.

    What happens if a product I want is on back-order?
    At Magic Wallet Shop, we do our best to ensure that back-orders are a rare occurrence.

        • If a full order is back-ordered: If all of the products you ordered are out of stock, nothing will be shipped until the item(s) are back in stock. Luckily, most items are replenished within only a few days. We will notify you by email within 48 hours of your purchase informing you these items are temporarily unavailable. We’ll then send you a second email as soon as they ship. If you don’t wish to wait, just ask for a refund.
        • If part of order is back-ordered (partial shipment): If you have a larger order with most items in stock, you can almost always count on those shipping right away. The back-ordered item(s) will be shipped as soon as they become available. This is called a “partial shipment.” We know how frustrating it is to wait for one last thing, so if you don’t wish to wait for the remaining product(s), you can always change it for something similar or remove it from the order all together. If your order does have to be shipped in multiple packages, we’ll never charge you for the split shipment. We believe in getting you what you paid for as quickly as possible, regardless of how many boxes we have to send.

    If you have additional questions about a back-ordered item or a partial shipment, please email us at customersupport@magicwalletshop.com with your order information. We can answer any questions, or make adjustments to the backordered items.

    If a product I ordered is discontinued, what happens?
    It is rare, however, some manufacturers will have to discontinue some of their products for one reason or another. When this happens, we try our best to take it off the site before we run out. Once an item is discontinued we will promptly update the website to reflect it. If you order the item that is later discontinued, we will notify you by email as soon as possible, usually within 48 hours. If you see that an item that you have recently purchased becomes discontinued, please feel free to email us at customersupport@magicwalletshop.com to get the most up-to-date information on your options. Make sure to include your name and order information in your email. You can then change your order to a different item, or if you prefer, we can give you a full refund for the product.

    Can I order a product that you don't have on your site?
    If you are looking for a Magic Wallet product we don't currently carry, please contact us and we will look into special ordering it for you. Once we know what you want, we will work to get a great price for you and let you know how long delivery will take. If you have your eye on a new Magic Wallet product, you can bet we will be picking it up soon. When you get a chance sign up for our Newsletter and we'll keep you informed on all new products.

     

  • Privacy & Security

    Is the ordering system secure?
    Magic Wallet Shop is a 100% secure place to do business. We have 3rd party services that test the site daily. You can go to the ®GeoTrust website to get our rating and security information.

    All transactions take place over an SSL high-bit encryption server. Once you are taken to the payment information page of our shopping cart, you will notice the lock or key in the address bar of your browser, indicating the transaction is being done over a secure server.

    Our webshop is certified Level 1 PCI DSS compliant. We do not store credit card information on web site servers. Within seconds your credit card information is processed and deleted from our system.

    For more information visit the Security & Privacy page.

    Do you give out customer information?
    Absolutely not. We strongly believe in the privacy of our customers and we truly dislike spam and wasteful advertisements. Many companies have approached us about purchasing customer contact information, but we deny them every time. Most greedy businesses believe this is just another way to make some cash. We strongly believe in minimal contact with our customers by only sending order confirmation and shipping notification, because we know that the last thing you want is more spam clogging your inbox.

    For more information visit the  Security & Privacy page.

    Do you send me unsolicited email if I order?
    We hate spam just as much as you do and we would never do that to our customers. The only time we send an email is to confirm an order and ship date.

    Some of our competitors will continue to email you daily, weekly, or monthly with advertisements that you do not want. Once you order from them, they pretty much "own" your email address. Some may even sell your email address to other companies. We will never sell or give out your private information, no matter what. That is our promise to you.

    For more information visit the  Security & Privacy page.

    What is your privacy policy?
    Our Privacy Policy will advise you about our guidelines concerning the use of your personal information, including, without limitation, the reasonable efforts we make to protect your personal information in accord with these guidelines, and about what choices you have concerning our use of such information.

    You can find our Privacy Policy on the Security & Privacy page.

  • Payment Options

    What payment methods do you accept?
    We have worked hard to provide the most payment methods to our customers in order to make purchasing from Magic Wallet Shop as convenient as possible. Here is a list of the payment methods that we accept:

    • PayPal: If you have a PayPal account, you can use this choice to pay quickly and easily.
    • Credit Or Debit Cards: We accept Visa and Mastercard from all major financial institutions.
    • Gift Certificate: If you have a gift certificate you can use it as payment towards a purchase.
    • Apple Pay: Use your credit cards with just a touch on your iPhone or Apple Watch.

    Do you check all orders for fraud?
    Yes. We have many checks in place to be as sure as we can that an order is not fraud. We will check your billing address, your IP address, your credit card information and much more. If you do place a fraudulent order, we will prosecute and contact the authorities in your area.

    What currency are your prices in?
    All prices in our store are shown in AU dollars (AUD). Use the currency drop-down on top of the page to switch to a different currency, you will checkout using USD at the most current exchange rate.

    How do I pay using PayPal?
    We happily accept the PayPal payment method. It is very easy to use.

    When you have your items in the shopping cart and you are ready to pay using PayPal, choose the PayPal option, click the continue button to proceed to the PayPal website. Fill out the form and make your payment. That's it! We will ship your order within 48 hours! Magic Wallet Shop will ship to the shipping address you provide us with.

    If you do not finish this part of the process, your order will not be shipped.

    How do I pay using a credit card or debit card?
    We accept Visa and Mastercard from all major financial institutions. If your bank or debit card has a Visa or Mastercard symbol on the front, we can accept it just like a normal credit card.

    1. When you have your items in the shopping cart and you are ready to pay using a credit/debit card, click the Checkout option. 
    2. Choose the Mastercard or Visa Option. That's it! We will ship your order within 48 hours! Magic Wallet Shop will ship to the shipping address you provide us with.

    With a credit card payment, you will notice the charge on your bill or statement within 2-5 business days.

    If your credit/debit card is declined, you will get an immediate message after clicking the Submit Order button. We will not know the reason why a card is declined. Contact your credit card company or bank for information or try carefully submitting the information again.

    If you receive an error message or card decline make sure the credit card company (Visa, MasterCard, etc.), card number, and expiration date are correct and try submitting the order again.

    How do I pay using a gift certificate?
    Paying for an order using your gift voucher is easy! Once you have chosen your item(s) go to your Cart and click Checkout button. Enter your code in the discount code box on the right and click apply.

    If the amount of your gift certificate does not cover the total order amount, you will need to pay for the remainder of the purchase. If the amount of your gift certificate is for more than the total order amount, the balance amount will remain active on your gift certificate for your next purchase.

  • Returns policy

    Can I return or exchange a product that has not been opened?
    We want to make sure you always have exactly what you want! If you change your mind within 30 days on a product you ordered and haven’t yet opened or used it, we can give you a refund, a replacement, or in-store credit for a future purchase! To make a return, please contact our customer service team at  customersupport@magicwalletshop.com. We’ll need your name, order id, reason for return and if you want a refund, replacement item or an in-store credit.

    Then, send the item(s) in a carefully packed box to:

    Magic Wallet Shop
    ATTN: Returns
    Baliestraat 6
    9000 Gent
    Belgium

    We recommend using a shipping method that assigns step-by-step tracking to your package when returning the item to our warehouse (so you can ensure it has arrived to our warehouse). We are not responsible for the amount of time it takes for the item to be returned to our facility, or if the item is lost or broken during the process.

    Can I return or exchange a product that I opened already?
    We want to make sure that you are always 100% satisfied with Magic Wallet Shop. If you wish to return an item that you’ve opened or used, we won’t be able to refund you but can almost always offer an in store credit or a replacement item! To make a return, please contact our customer service team at  customersupport@magicwalletshop.com. We’ll need your name, order number, reason for return and if you want a replacement item or an in-store credit.

    Then, send the item(s) in a carefully packed box to:

    Magic Wallet Shop
    ATTN: Returns
    Baliestraat 6
    9000 Gent
    Belgium

    We recommend using a shipping method that assigns step-by-step tracking to your package when returning the item to our warehouse (so you can ensure it has arrived to our warehouse). We are not responsible for the amount of time it takes for the item to be returned to our facility, or if the item is lost or broken during the process.

    Items that are opened must be returned within 30 days, and we cannot accept returns on items that you received from a previous exchange.

    What happens if I receive a damaged product?
    We take great measures to ensure that packages arrive to you not only quickly but also in a perfect condition! Unfortunately, in rare cases items may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible.

    To get a replacement please email us immediately at customersupport@magicwalletshop.com and let us know your name, order number, and the item that was damaged. We will then ship a replacement for the damaged item(s). Please be sure to have your order number handy when contacting us. We apologize for any trouble this has caused you.

    What happens if I receive the wrong product?
    Don't worry, we will take care of this for you in record time! We take great measures to ensure that packages arrive to you not only quickly but also in perfect condition! Unfortunately, in some cases items may be the wrong product. We understand your frustration and we will do everything we can to replace the product as fast as possible!

    To get a replacement please email us immediately at  customersupport@magicwalletshop.com and let us know your name, order number, and the item not received. We will then ship a replacement for the incorrect item(s) immediately. We apologize for any trouble this has caused you!

    If you placed the order for this item more than 1 month ago we apologize as we are unable to accept the return.

    When will I receive my refund?
    If you are to be receiving a refund from us for any reason it will be processed within 2-5 business days! If you paid by credit/debit or PayPal it may take up to five business days before the refund is reflected upon your account statement. The amount will be refunded back to the account used in the original purchase. We will work very hard to ensure you receive your refund quickly.

  • Shipping

    What are your shipping rates?

    • Within Australia: Local postage costs apply. All our parcels are sent to you by Australia Post, standard shipping service.
    • International: The rate is based on the size of the package. Parcels are sent to you by Bpost, standard shipping service.

    Please note: orders shipped to international regions may be charged taxes and duties by your own country and are your responsibility.

    For more information visit the Delivery Information page.

    How long will it take to get my order?
    In most cases your item will be dispatched within 1 working day after payment confirmed. Delivery can take up 2 to 10 working days in Australia. Please allow for up to 15 working days for shipping to different locations outside Australia, this will vary from time to time.

    For more information visit the Delivery Information page.

    Will I be notified when my package ships?
    Yes. We will send you an e-mail as soon as your order ships. It will contain all of the information on the shipment. If your order cannot ship for some reason, you will be notified within 48 hours.

    Do you ship to PO boxes?
    Yes, we can ship to PO boxes. The process is extremely simple. Fill out your shipping address information during the checkout process. Our system will then automatically select the correct shipping option to get your order delivered directly to the Post Office box you specified.

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