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Help

 

This is a How-To page for using our online store DES Direct. If you have a question, view our FAQ page (Frequently Asked Questions) or call our  department.

Why use DES Direct?

The DES Direct website has two basic functions: allowing you to place orders, and to access your account online.

Online order placement gives you access to all of our major consumable products as well as select software and hardware. All discounted pricing is available to you when you log in and you can pay by any major credit card. Account customers can also charge to their credit account. To help you select the most suitable products, those requiring explanation and specifications display such information on info pages. In addition your entire order history is available back to 2002, if applicable, including the ability to re-order past orders and check on outstanding back orders.

Online account access gives you up-to-date account status information, the ability to pay invoices online if you have a credit account and transaction/payment histories going back to 2002.

Getting Started

To begin ordering online and/or accessing your account you will need a login:

Creating a Login for Existing Customers

If you have an existing account with DES, either with credit terms or cash sale terms, then contact  for a set of login details to access your account online. You will then gain access to your account status and history and your order history. Read on for more information on these services.

Creating a Login for New Customers

If you are a new customer you can start purchasing right away. You can register immediately by clicking Register in the top right hand corner of any page and completing your details. Alternatively you can do so during the check-out process.

Placing an Online Order

Ordering online is simple:

  1. Find a product, enter a quantity and click Buy. Repeat for additional products.
  2. Click My Cart to review your order.
  3. Click Check Out to complete your order.
  4. Login or create a login.
  5. Select or enter your address.
  6. Pay for your order.
  7. Click Submit.

You’re done!

If you need more detailed help then read on.

Finding Products

You can find products one of 4 ways:

  1. Search for products using the Search box in the top right hand corner. Simply enter some text and hit the submit button.
  2. Use Shop by Category and Shop by Brand on the Browse menu on the left and click one of the top level Categories or Brands. Drill down into each by clicking sub-categories on the proceeding pages to find your product.
    Tip: You can use the category path at the top of the page to help you move back in the categories or simply to see where you are.
  3. Use My Favourites to display your list of favourite products. My Favourites can be found on the top menu. You must login to use this feature and have added products to your Favourites.
    Note: You must first set up your Favourites. See below for instructions on how to do this.
  4. Use Quick Order to enter products by Item Number. Quick Order can be found on the top menu. Simply enter the product Item numbers if you know them. If you prefer, you can click the magnifying glass to use the search function in Quick Order to search for products by Item Number and Description.

Buy Products by adding to your Cart

Products can be added to your Cart one of 2 ways:

  1. From the listing pages that display your search results or the contents of a category, simply enter your quantity and click Buy. You must do this line by line. To check what has been added to your Cart, click My Cart on the top Menu.

    Note:     All pricing is for illustration purposes only during documentation and is not indicative of actual pricing.

    Tip:     You must add products one line at a time. This is why you are returned to the page you have added a product from.
  2. From the More Info pages which display information about selected products, enter your quantity and click Buy. To check what has been added to your Cart, click My Cart on the top Menu.

    Note:     All pricing is for illustration purposes only during documentation and is not indicative of actual pricing.

    Tip:     You must add products one line at a time. This is why you are returned to the page you have added a product from.

Using My Cart

Note: All pricing is for illustration purposes only during documentation and is not indicative of actual pricing.
My Cart is your shopping cart and contains products that you have added while shopping on the DES Direct online store. On this page you can:

  1. Update quantities by typing over the existing quantity and clicking anywhere on the page, or using your Tab key.
  2. Remove product lines by clicking Remove on the desired product line.
  3. Remove all cart contents by clicking the Remove All button.
  4. Enter a coupon or promotion code as advertised from time to time.
  5. Save your cart for later. Tick Share if there are other users of your account and you want them to view your saved cart.
  6. Check out by clicking the Check Out button.

Check Out

When you are ready to submit your order, click Check Out on the My Cart page. At this point you will be required to login if you have not already logged in, or create a login. More information on creating a login can be found below.

The Check Out process has 3 easy steps:

  1. Address selection. Accept the existing shipping address, make a change, or select one of your addresses from the drop down list.

    New customers     who sign up online, will have one address to select from. Type over this address if you wish to send to a different address. If you wish to save some additional addresses, contact Customer Service and ask them to set up some new addresses.

    Existing customers     will have a billing address and an additional address or multiple addresses to select from. If you wish to save some additional addresses, contact  and ask them to set up some new addresses.

    Click Next when complete.
  2. Delivery. This page displays your delivery charge. For more information on delivery charges read on.
    Click Next.

    Note    : All pricing is for illustration purposes only during documentation and is not indicative of actual pricing.
  3. Payment Information. This page displays a summary of your order, allows you to enter any Special Instructions to Customer Service and complete payment for your order.

    The order summary includes your Bill To and Ship To address information, products and quantities ordered and a total including freight and GST.

    Before submitting, you must always enter a Purchase Order number or reference and accept our Terms and Conditions. Our Terms and Conditions can be accessed via the link next to the tick box for acceptance, or at any time during your visit to this site by clicking on Terms and Conditions at the bottom of each page.

    Tip:     If you wish to make a change to your cart before completing the payment page, simply click My Cart above or browse for more products and then repeat the Check Out process. As long as you haven’t completed the payment page and clicked Submit you can make as many changes as you want.

    Your payment options are credit card for all customers and adding to your credit account for existing credit account customers. If you wish to open a credit account then contact our  team to have a sales representative contact you with a credit application. The application must be completed and DES will perform a credit check.

    Paying by Credit Card     is easy. Simply select Bill My Credit Card (the default) and enter your credit card number, expiry date, security code, and credit card billing details and continue to Submit your order.

    Cards accepted:     Visa, Mastercard, American Express and Diners Club.

    Note    : All pricing is for illustration purposes only during documentation and is not indicative of actual pricing.

    Note:     If your credit card details are incorrect, you do not currently have enough funds or there is another problem, you will receive an error message such as “Declined” and you will not be able to continue until the issue is resolved. Click your browser’s Back button and check your credit card details are correct. If you need to make a change, simply do so and submit again. If there is a problem with your card you will not be able to continue until the problem is resolved. In this case, click My Cart and save your cart for later.

    Paying by Account     is easy. If you have been granted credit terms, simply select Bill My Account and continue to Submit your order.

    Note:     All pricing is for illustration purposes only during documentation and is not indicative of actual pricing.

Order Confirmation Page and E-mail

After you have submitted your order successfully you see an order confirmation page and receive an order confirmation e-mail.

Using My Account

The My Account page can be used to view your account status, pay open invoices and view your transaction and payment history.

Account Information at the top of the My Account page displays your account status including your outstanding balance, your last statement balance, last invoice balance and date and your last payment amount and date.
Below Payment Information are 3 tabs with further detailed information:

  1. Open Invoices displays outstanding invoices that you can pay online. Invoices can be printed from this screen by clicking on an invoice number which will allow you to download as a PDF.
    Invoice payment can be performed by selecting invoices you wish to pay and then clicking Pay Online.

    The resulting Secure Account Payment page allows you to enter your credit card number, expiry date, security code and billing information.

    Click Pay Invoices to complete. If your payment is successful then you will receive an Invoice Payment Authorisation page which confirms the invoices paid and lists authorisation numbers for each.

    The invoices will appear with greyed out tick boxes until the day rolls over after which they will not appear as open invoices.

    Note:     If your credit card details are incorrect, you do not currently have enough funds or there is another problem with your card, you will receive an error message such as “Declined” and you will not be able to continue until the issue is resolved. Click your browser’s Back button and check your credit card details are correct. If you need to make a change, simply do so and submit again. If there is a problem with your card you will not be able to continue until the problem is resolved.
  2. Transactions displays your transaction history, including invoices, credit adjustment notes and debit notes.

    History is not dependant on the date your login was created but goes back to 2002 if applicable. The default history on the screen is the past month’s transactions. Use the Calendar buttons to change the From and To dates to look at other periods.

    Invoices can be printed from this screen by clicking on an invoice number which will allow you to download as a PDF. Other transactions will produce a non-PDF version which can be printed from the screen. Service invoices currently display on summary details. We hope to correct this sometime in the future and ask for your patience until this can be done.
  3. Payments displays your payment history. History is not dependant on the date your login was created but goes back to 2002 if applicable. The default history on the screen is the past month’s transactions. Use the Calendar buttons to change the From and To dates to look at other periods.
Using My Orders

The My Orders page can be used to view your order status, order history and to re-order past orders. History is not dependant on the date your login was created but goes back to 2002 if applicable. The default history on the screen is the past month’s transactions. Use the Calendar buttons to change the From and To dates to look at other periods.

Orders can be printed from this screen by clicking on an order number which will display the order. Click the re-order button to add the products to your Cart for a new order.
Note: only products still active are able to be re-ordered.

Using My Favourites

My Favourites allows you to create a list of products for repeat ordering to save you time searching through the site. Favourites can be added one of two ways: on any category listing page by clicking the Favourite link, or for products with an Info page, clicking Add to Favourites on that page.

Using Quick Order

Quick Order allows you to enter an order by entering Item Numbers or using our search tool on this page to do so. This page is intended for Purchasing staff and other customers who wish to create an order without searching for products or using My Favourites.
If you know your Item numbers, enter these on each line as required and then enter a quantity. Your Cart will be updated immediately. New lines will appear as needed.

Using Search in Quick Order

When desired, you can use Quick Order’s search function by clicking the magnifying glass and then searching by “item description” or “item number”.

Picking up your Order

If you are in Sydney or Brisbane then simply give our  team a call immediately after placing your order to organise a collection.

Delivery Times

Delivery times depend on your location:

  • NSW
    ydney CBD – Next day delivery if ordered before 4:15pm
    ydney Metropolitan (non-CBD) – Next day delivery if ordered before 1pm
    Regional – Next day delivery if ordered before 1pm (depending on location)
  • QLD
    Brisbane Metropolitan – Same day delivery if ordered before 10am
    unshine Coast – Same day delivery if ordered before 10am
    Gold Coast – Same day delivery if ordered before 10am
    Regional - 2-4 working days if ordered before 10am (depending on location)
  • VIC
    Melbourne Metropolitan – Next day delivery if ordered before 3pm
    Regional – 2 working days if ordered before 3pm (depending on location)
  • SA
    Adelaide Metropolitan – 3 days if ordered before 3pm
    Regional – 4 days if ordered before 3pm (depending on location)
  • WA
    Perth Metropolitan – 5 days if ordered before 3pm
    Regional – 5+ days if ordered before 3pm (depending on location)
  • ACT
    Canberra - Next day delivery if ordered before 1pm
  • TAS
    Hobart Metropolitan – 4 working days if ordered before 3pm
    Launceston – 4 working days if ordered before 3pm
    Regional – 5-6 working days if ordered before 3pm (depending on location)
  • NT
    Darwin Metropolitan – 4 working days if ordered before 3pm
    Regional – 6-7 working days if ordered before 3pm (depending on location)

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

Changing your Password

You can change your password from the My Account page by clicking the Change Password button. On this page you may also change your login e-mail address.

Note: Changing your login e-mail address does not change the master e-mail address that monthly statements are sent to if applicable. Please contact Accounts to do this.

Contacting Us

If you need to contact our  teams, whether it be to ask a question about a product, enquire about an order or your account status, please do not hesitate to give us a call or send us an e-mail. Our national Customer Service 1300 line (1300 728 411) and online store enquiry e-mail ([email protected]) can be found on the bottom of all pages of the site. Our Accounts team can be reached on the same number and by e-mail at [email protected]

Full contact details for DES can be found on our  page.