Amazon Australia sells consumer products, electronics, books, and digital services through its Australian marketplace at amazon.com.au, and provides cloud computing services through Amazon Web Services. The company is a wholly owned subsidiary of Amazon.com, Inc., a U.S.-based multinational technology company.
Amazon Australia Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate Amazon Australia
What you need to know about Amazon Australia
- Amazon Australia’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Amazon Australia with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Amazon Australia.
Amazon Australia customer service response times
| Phone support | Response times: Usually 1 to 30 minutes (estimate; Amazon Australia does not publish response times). Availability: Phone support (callback service) is available 7 days a week from 7 a.m. to midnight Australian eastern daylight/standard time. |
| Email support | Amazon Australia does not provide a direct customer service email address on its website. However, the company offers a guided online contact process, where customers can log in, select the issue, and choose the preferred contact method, including phone callback, live chat or email. |
| Live chat support | Response times: Usually within a few hours. Availability: 7 days a week, 7 a.m. to midnight Australian eastern time. |
| Social media | Amazon Australia is active on Facebook, X (Twitter), Instagram, and YouTube. Response times can range from several hours to a few business days depending on the platform and the inquiry’s complexity. |
| Help center/FAQ | Amazon Australia help center/FAQ provides quick answers to common questions regarding orders, account information, return and refunds, payment settings, account settings and gift cards. |
How to resolve a problem with Amazon Australia
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Amazon Australia mailing address
Level 37, 2 Park St
Sydney, NSW 2000, Australia
Amazon Australia loyalty program
Amazon Prime is a paid subscription program costing AU$9.99 per month or AU$79 per year. Australian members receive free and expedited shipping on eligible products, access to exclusive sale events (including Prime Day), Prime Video streaming, Prime Music, Prime Reading, and Amazon Photos. Shipping speed and same-day delivery availability vary by postcode. A 30-day free trial is available to new members.
Amazon Australia social media channels
Amazon Australia executive customer service contacts
Primary Contact
Claire Bourke
Head of Customer Solutions, ANZ, AWS
2 Park Street
Sydney, NSW 2000
clairebourke@amazon.com
Also try: cpbourke@amazon.com
Andy Jassy
President and CEO, Amazon.com, Inc.
410 Terry Avenue N.
Seattle, WA 98109
andyjassy@amazon.com
What products are being recalled on Amazon Australia?
You can view product recalls on Amazon Australia through the official recall page. All recalled products are listed in a dedicated section, where you can find details on safety alerts and affected items. If a product you’ve purchased is recalled, you’ll need to follow the provided instructions for returning or replacing the item.
My Amazon Australia order was marked as delivered, but I didn't receive it. What can I do?
Sign in to amazon.com.au, go to Your Orders, select the order, and choose “Where’s my stuff?” Amazon will investigate and typically issue a refund or replacement within a few business days if the delivery cannot be confirmed. You can also request a phone callback or live chat through the Contact Us page. If the issue is unresolved, the A-to-z Guarantee may apply for third-party orders.
How do I speak to a real person at Amazon Australia?
Amazon Australia does not publish a direct inbound phone number on its website. To request a callback, sign in at amazon.com.au, go to the Contact Us page, select your issue, scroll down, and choose the phone option. A representative will call you back.
I cancelled my Amazon Australia order, but I haven't received my refund. What should I do?
Refunds typically take 2–5 business days to process after a cancellation is confirmed, plus an additional 2–5 business days for your bank to settle the amount. Check Your Orders to confirm the cancellation status. If no refund has appeared after 7 business days, contact Amazon Australia through the Contact Us page. Debit card refunds may take longer to appear than credit card refunds.
A third-party seller on Amazon Australia refused my return. What are my options?
If a third-party seller does not respond to your return request within 2 business days, you can file an A-to-z Guarantee claim through Your Orders. Amazon will review the claim and may issue a refund. Your rights under Australian Consumer Law also apply independently of Amazon’s policies, including for faulty items outside the 30-day return window. Contact Amazon Australia through the Contact Us page if the A-to-z Guarantee process is unclear.
I received a wrong or counterfeit item from Amazon Australia. What should I do?
Report the issue through Your Orders by selecting the order and choosing “Problem with order,” then selecting “Received wrong item” or “Item not as described.” Amazon AU will typically arrange a free return and issue a full refund, including original shipping costs. If the item was from a third-party seller and that seller does not cooperate, file an A-to-z Guarantee claim. Counterfeit items can also be reported directly through Amazon’s Report infringement page.
How to get professional help with your Amazon Australia problem
If you need help with Amazon Australia, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
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