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.
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
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.
Visit the Customer Service home page, sign in, and select the issue. Phone callback, live chat, and email options appear after issue selection.
Amazon Australia customer service policies
Amazon Australia's privacy notice describes how the company collects, uses, and protects personal information. It covers transmission security using encryption, compliance with PCI DSS standards for payment card data, and information-sharing arrangements with third-party sellers and advertisers. Customers can manage their privacy preferences, including browsing history and ad settings. The notice states Amazon will not materially reduce protections for previously collected data without customer consent.
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.
Frequently asked questions about 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.
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.
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.
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.
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.
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.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published February 4, 2025. Updated May 17, 2026.
