FAQ

DES Direct - Frequently Asked Questions (FAQ)

This page displays a list of common questions and their answers. Please also visit our Help page with detailed instructions on how to access all of the DES Direct features.

Logging In


  1. I have an account already, how do I get my login details?

    If you are the primary accounts contact in our system then we will provide login details to you immediately upon request via e-mail from our Accounts team.

    If you require additional login details for other staff (eg. other Accounts or Purchasing staff, please click here to access our Login Request Form so that we can validate your request. Instructions for returning are on the form. We will then e-mail you the login details. If you have any questions please contact our Customer Service or Accounts teams.



  2. I don’t have an account. How do I get my login details?

    If you do not have an existing account with DES, register online for a login. To do so click Register in the top right hand corner of any page on the DES Direct site.



  3. How do I log in to My Account?

    Click Login in the top right hand corner of any page on the DES Direct site.



  4. How do I change my password?

    Log in and click My Account and Change Password. See below if you have forgotten your password.



  5. I have forgotten my password. How do I retrieve it?

    Log in and click My Account and Change Password. If you have forgotten your password, click "Forgot Password?" to have your password e-mailed to you.





Ordering


  1. How do I order online?

    Anyone can order online, whether you are a new or existing customer. See above for about setting up a login.

    You may also view our Help page for detailed instructions on how to access all of the DES Direct features.



  2. What freight options does DES offer?

    DES delivers all orders by our own delivery service or a courier service. Both of which are a door to door service and require a signature on delivery.

    If you have an urgent requirement, call Customer Service immediately after placing your order to organise a priority courier or Express Post. Customer Service will then provide you with a special freight quote and organise for you. Please have your order number when you call. Your order number can be found on the order confirmation page and the order confirmation e-mail after you submit your order.



  3. How long will it take to get my order if the goods are in stock?

    Delivery times depend on your location:

    NSW
    Sydney CBD – Next day delivery if ordered before 4:15pm.
    Sydney Metropolitan (non-CBD) – Next day delivery if ordered before 1pm.
    Regional – Next day delivery if ordered before 1pm (excepting remote areas)

    QLD
    Brisbane Metropolitan – Same day delivery if ordered before 10am.
    Sunshine Coast – Same day delivery if ordered before 10am.
    Gold Coast – Same day delivery if ordered before 10am.

    VIC
    Melbourne Metropolitan – Next day delivery if ordered before 3pm.

    SA
    Adelaide Metropolitan – 3 days if ordered before 3pm.
    Regional – 4 days if ordered before 3pm.

    WA
    Perth Metropolitan – 5 days if ordered before 3pm.
    Regional – 5+ days if ordered before 3pm (depending on location)

    Note: Bulk paper orders may take longer due to manufacturing lead times.



  4. Can I pick up my order?

    Yes, if you are located in the Sydney or Brisbane metropolitan areas and the goods are in stock. Call Customer Service immediately after you have placed your order online to organise. Please have your order number when you call. Your order number can be found on the order confirmation page and the order confirmation e-mail after you submit your order.



  5. How do I contact you if I have a problem or a question?

    DES has Customer Service staff in Sydney, Melbourne and Brisbane to handle your query.

    Access our Contact Us page for methods of contact which include phone, fax and e-mail.



  6. How does DES handle my issues or concerns?

    DES’s experienced customer service staff will make it their priority to help you with your issue or concern as soon as possible.

    Access our Contact Us page for methods of contact.



  7. What is DES' return policy?

    See our Terms and Conditions for our return policy.



  8. What payment options does DES accept for online orders?

    We accept Credit Card (Visa, Mastercard, American Express or Diner's Club) or if you have a Credit Account with us you may charge to your account.



  9. Does DES ship internationally?

    We ship locally within New Zealand but these orders cannot be placed online. Please contact Customer Service. For other countries please contact Customer Service to find out if we can supply to you.



  10. Can I view my order history online?

    Yes. Log in and click on My Orders to view your order history. Completed orders appear here and you may re-order items on previous orders.



    11. See our Help page for full instructions on how to make the best use of DES Direct.

  11. Can I track my orders online?

    Your orders are viewable online by logging in and clicking on My Orders. We hope to bring online tracking to our website in the future.



    12. See our Help page for full instructions on how to make the best use of DES Direct.

  12. Do prices include or exclude GST?

    All product prices exclude GST and this is noted on each page where you see a product price. On the Checkout pages GST amounts are confirmed for you.



  13. Can I save my shopping cart for later?

    Yes. See our Help page for full instructions on how to make the best use of DES Direct.



  14. When do you charge my credit card?

    Your credit card is charged on the day that goods are dispatched including the freight charge. Back orders are charged as they are dispatched. You will not incur multiple freight charges if you have a back order.



  15. Why when I click re-order on a previous order are not all of products added to my Cart?

    You can only re-order active products. It is likely that the products have been discontinued. If you cannot find an equivalent product then contact your account manager or our Customer Service team.



  16. Do you charge multiple freight charges if there are back orders?

    No we do not.



  17. How long does it take for my invoice to appear in My Account?

    Order and invoice processing takes 24-48 hours depending on when your order was submitted (eg. may be out of business hours). Generally your invoice will be visible the next morning.



  18. I have paid for an order by credit card, why is the invoice showing in Open Invoices?

    Payment processing against your account can take up to 24 hours and sometimes an invoice will display as open when it has already been paid. In this instance the tick box is grayed out so that a payment cannot be duplicated.



  19. I have paid an invoice online, why is the invoice still showing in Open Invoices?

    Payment processing against your account can take up to 24 hours and sometimes an invoice will display as open when it has already been paid. In this instance the tick box is grayed out so that a payment cannot be duplicated.



  20. I have changed my e-mail address online. Why aren’t my statements going to this e-mail address?

    Statements get sent to a master e-mail address assigned to your account by our Accounts Receivable department. There is potential for many logins for each of your staff who need one and your e-mail address represents only the e-mail address for your login.



  21. How does your freight charge system work?

    Our freight charges are based on the weight of the products ordered and your location. The calculation always assumes that they will be shipped from the nearest major capital city (Sydney, Melbourne, Brisbane, Adelaide and Perth) so charges follow those of a standard courier system. The minimum charge is $12.85 + GST. Major capital cities have a maximum charge of $39.95 + GST. Regional areas have higher maximums depending on the distance from the nearest major capital city reflecting the higher costs of delivery.



  22. How can I tell how much I will be charged for freight?

    During checkout your freight charge will be automatically calculated and you can see it before submitting your order.



  23. I am a dealer, why are some categories empty?

    Dealers are only set up for the categories of products they purchase. If you want access to additional categories of products, contact your account manager.





My Account



  1. Can I view my account online?

    Yes absolutely. Log in and click on My Account. Visit our Help page for detailed instructions on how to access all of the DES Direct features.



  2. Can I pay for invoices online?

    This can be done from My Account.

    Visit our Help page for detailed instructions on how to access all of the DES Direct features.



  3. Can I view my invoices online?

    This can be done from My Account under Outstanding Invoices for invoices yet to be paid, and under Transactions for all previous invoices.

    Visit our Help page for detailed instructions on how to access all of the DES Direct features.



  4. Can I view my payment history online?

    This can be done from My Account under Payments.

    Visit our Help page for detailed instructions on how to access all of the DES Direct features.



  5. I have recently paid my account, why are there invoices showing in Open Invoices?

    Payment processing against your account can take up to 24 hours. If you have just paid an invoice online the tick box is grayed out so that a payment cannot be duplicated.



  6. Why do some invoices/credits not appear as PDFs?

    At present our Service invoices and credit notes do not print as PDFs. We hope to bring this to you in the near future.



  7. Why do some invoices/credits not show detail?

    At present our Service invoices and credit notes only show summary details. We hope to bring you full details in the near future.



  8. How do I change a delivery address?

    If you have a credit account and want to change one of your delivery addresses, please e-mail the old and new address details to accounts@des-pl.com.au





General Accounts



  1. I would like to close my credit account. How do I do this?

    Please e-mail confirmation to accounts@des-pl.com.au or fax to 02 9743 6709.



  2. I am relocating. What do I have to do?

    If you have a credit account and want to change one of your delivery addresses, please e-mail the old and new address details to accounts@des-pl.com.au



  3. How often will I receive a statement and how?

    Statements are issued in the first week of each month and are sent by e-mail. If you are unable to receive statements by e-mail then we can organise to post statements to you. Please note that we are phasing out faxed statements.



  4. How do I increase my credit limit?

    Please e-mail your request to accounts@des-pl.com.au or fax to 02 9743 6709. You will receive a response in approximately 2-3 business days.



  5. What are DES' bank details for direct deposit payment?

    Please contact Accounts for our banking details.

    Please be sure to e-mail a remittance to accounts@des-pl.com.au or fax to 02 9743 6709 to ensure your payment is allocated correctly.



  6. What do I do if there is a price discrepancy?

    Please e-mail notification to accounts@des-pl.com.au or fax to 02 9743 6709 and we will endeavour to respond to you within 24 hours.