FAQs

General

Is OurDeal still operating? »
OurDeal has been acquired by Groupon. From 1 August 2016, the OurDeal website and app will operate with limited functionality, meaning you will be able to view vouchers purchased prior to this date, but will no longer be able to transact on these platforms.
What's happened to my unredeemed OurDeal credit? »
All unredeemed OurDeal credit is still valid and has been carried over to your Groupon account. To access your credit, log in to the Groupon website or app and start shopping more than 6,000 awesome deals with Groupon.
What’s happened to my unredeemed OurDeal vouchers? »
All unredeemed OurDeal vouchers are still valid and ready for use. You can continue to access your vouchers via your OurDeal account.
I'm new to Groupon - how do I sign in? »
All OurDeal customers now have a Groupon account. To sign in to your new Groupon account, visit the Groupon website or download the app and enter the same login email and password details as you use to access your OurDeal account.
I have Groupon and OurDeal accounts - how do I sign in to Groupon? »
Please sign in to your Groupon account using your usual Groupon login email and password. If you have unredeemed OurDeal vouchers, you can continue to access these via your OurDeal account.
Do the OurDeal terms and conditions still apply to my unredeemed OurDeal vouchers? »
All unredeemed OurDeal vouchers purchased prior to 1 August will be governed by the OurDeal terms and conditions under which they were sold.
Any vouchers purchased after this date will be governed by Groupon terms and conditions.
I have a problem with my unredeemed OurDeal voucher. Who do I speak to about this? »
Delivering a positive customer experience is Groupon’s focus, and our customer care team will be happy to answer any questions you have regarding your voucher. You can email support@ourdeal.com.au and quote your voucher number and details as required.
I ordered a product on OurDeal and it hasn’t been delivered yet or I’ve had a problem with it since delivery. Who do I speak to about this? »
We’re sorry to hear you’ve had an issue with your product or its delivery. To speak to a customer service representative about this, email support@ourdeal.com.au and quote your voucher number and details as required.
I’m still receiving daily emails from OurDeal. Why is this happening? »
As an OurDeal member you are very special to Groupon and we want to ensure you continue to enjoy great offers and savings, so you will continue to receive OurDeal emails for the foreseeable future. You can manage your email subscription preferences via your OurDeal account.
How do I unsubscribe from receiving daily OurDeal emails? »
You can unsubscribe from emails by clicking ‘Unsubscribe’ at the bottom of the email or manage subscriptions via your OurDeal account.
I prefer to shop with OurDeal. What can I do? »
From 1 August, customers will no longer be able to purchase via the OurDeal website or app. The good news is OurDeal is now part of the Groupon family and you can still shop the same awesome deals via the website and mobile app.

My Account

How do I view my purchase history? »
Your vouchers are available to view and download via your OurDeal account. Follow these easy steps to view your complete purchase history at any time.
  1. Click on “Sign In” at the top right hand corner of the page.
  2. Once signed in, your name will appear in the top right of the webpage – click on your name
  3. Select “My Vouchers”
I forgot my password or I want to change it. »
If you are unable to sign in due to forgetting your password, please visit OurDeal.com.au and click on “Sign In” at the top right hand corner of the page. You will notice a “Password help?” link – click on this and follow the prompts. You'll then receive an email with your password direct to your inbox.

To change your password and manage your account login Details:
  1. Click on “Sign In” at the top right hand corner of the page.
  2. Once signed in, your name will appear in the top right of the webpage – click on your name
  3. Select “My Account”
  4. Select the “My Profile” tab.


Your Account login details are required to sign in to OurDeal to take advantage of all the incredible Deals on offer. Updating this information will change the email address and password used to log in to your account.

Deals

I’ve read the highlights and Deal Terms, but I still have a few questions? »
If you have specific questions regarding an advertised Deal, it’s generally best to approach the Merchant as they will have the knowledge and expertise to assist you. Please refer to the Deal Page for the relevant contact details.

If the contact details are not listed please email the Customer Support team at support@ourdeal.com.au. They will be able to point you in the right direction.
Does OurDeal offer refunds for change of mind? »
All local and travel vouchers (unless otherwise stated in the Deal Terms and inclusions) come with a cooling off period of 7 business days, during which we will be happy to refund to your method of payment as long as the voucher has not been used. After that 7 day period, we do not refund for change of mind.

For goods vouchers, we do not refund for change of mind at any point as the order is processed as soon as you complete the purchase.
What happens if a business closes before I get to redeem my OurDeal voucher? »
In the unfortunate event that a business does cease trading, OurDeal is here to ensure that any impact to you is minimal. Sometimes we'll be able to arrange for you to use your Voucher with an alternative partner business, but you'll always have the option to refund the Voucher instead if that's your preference. Whatever happens, we'll make sure you don't lose out on the money that you spent with us.

If you become aware of a business closing prior to OurDeal notifying you, please let our customer support team know via support@ourdeal.com.au.

Voucher

What if I haven’t received my voucher? »
Check your Spam/Junk folder in your email account just in case it’s there. If not, please email support@Ourdeal.com.au with your transaction number and your voucher will be re-sent to you.
Do I have to use my voucher on the same day I bought it? »
No. The conditions of use, expiry date, and location information about the Deal you’ve purchased are clearly outlined on your voucher.
How do I use my voucher? »
Just follow these three, simple steps!
  1. Read all the information on your voucher and be aware of any special notes or details.
  2. Make a booking if necessary, according to the method outlined on your voucher.
  3. Print your voucher and present it to the business when redeeming your Deal.
What information will I find on my voucher? »
Each voucher will include your name, a unique voucher identification number and the terms of the Deal you purchased. It will also state whether your Deal needs to be redeemed at a particular location or if it is a delivery. Please be aware that the voucher can not be sold, redeemed for cash or applied as payment to any account.
Can someone else use the voucher even if my name is on it? »
Sure, no problem. You don’t need identification to redeem the Deal. Just print out the voucher and present it to the business. (Make sure you contact the business first to make a booking if necessary).
I accidentally deleted my email with attached voucher. »
You can view your Vouchers online at any time by Signing in to your Account. Your Vouchers are available and ready for you to print through your account. Alternatively, check your deleted folder in your email account. If it’s not there, email support@Ourdeal.com.au and request to have your voucher resent. You’ll need to include your transaction number found on the payment page when you purchased your Deal.
Can I use half my voucher now and half for my next visit? »
Unless otherwise stated in the Deal Terms you will need to use the entire voucher in one session.
Can I use my voucher with other offers? »
Not unless the Deal you purchased states that it can be used in conjunction with other offers.
I bought more than one voucher of the same Deal. »
Your voucher will show the quantity purchased and the merchant will keep a record of how many you have left each time you redeem your Deal.
Can I buy a Deal for a gift? »
Of course! OurDeal vouchers make the perfect gift for friends and family. You can either request OurDeal to send the voucher directly to the recipient or you can print off the voucher and give it to them yourself. Just select the option you prefer at the time of purchase.
I have purchased a Voucher using an incorrect email address »
If you enter an incorrect email address when registering and making a purchase your Voucher will not be emailed to you.

However, you can actually still Log In using this alternate email Address in order to view and print your Vouchers.

  • - Simply Sign In (use the incorrect email address you have accidentally registered)
  • - Once signed in, your name will appear in the top right of the webpage – click on your name
  • - Select “My Vouchers”

View and print your vouchers at any time.
I bought multiple Vouchers but only received one? »
When you purchase multiple Vouchers in the one transaction, all Vouchers are issued in the one PDF file. Simply scroll down and you will see your second Voucher.
I brought an OurDeal voucher – how do I redeem it? »
Instructions on how to redeem your voucher will be included on your voucher. If you require a copy of your voucher, this will have been emailed to you at the time of purchase and can also be downloaded once signed into your account – Once signed in, your name will appear in the top right of the webpage – click on your name, then “My Vouchers”. If you have any trouble with this process or locating a voucher please contact our customer service team at support@Ourdeal.com.au.

Voucher Redemption

What happens if I can't get in contact with the business? »
If at first you don’t succeed – try again. Sometimes our merchants receive a high demand and don’t always have a chance to answer the phone. Leave a voicemail if possible or send an email. Sometimes it may take a couple of days to get a reply, so just sit tight! If you suspect that there may be a serious issue, let us know and we will look into it right away.
What happens if the business refuses to honour my Voucher? »
OurDeal will contact the business for further information. You may have spoken to a staff member who was not yet aware of the OurDeal promotion. In this case we will either have the merchant re-brief all of their staff and they will contact you to proceed with your redemption, or request for you to try again. You may be in breach of certain Deal Terms that have rendered you voucher void (e.g. your voucher may have expired or you may have cancelled an appointment without providing the required notice, as stated in the Deal Terms). If the Deal Terms are breached, your voucher is invalid and cannot be redeemed or refunded.

Our Website, our Services and all Deals that we advertise are directed solely to persons who are resident in Australia. If you are not an Australian resident or you access our Website from outside of Australia, then we make no representation at all that you can purchase any goods/services advertised in any Deal and you use this Website entirely at your own risk.

Discount Codes/Credit

Why won’t my Discount Code work? »
For eligible deals you will see all Discount Codes linked to your account listed to the top right of the screen after you click the green 'Buy' button on the deal page.

If you are unable to view your discount codes when checking out, this may be because the deal you are interested in purchasing does not allow them. This will be noted in the Deal Terms on the advertisement.

Terms of Discount Codes:
  • - OurDeal Discount Codes are only available for eligible Deals.
  • - Only one Discount Code may be redeemed per transaction
Your Discount Codes are unique to your Account and will not work unless you are signed in.

Once you have signed in, simply follow these instructions to apply your Discount:
  1. Click "Buy" on the eligible Deal of your choice
  2. Click "Apply Discount” or “Apply Credit” underneath your Order Summary on the payment page.
  3. Watch as your purchase total decreases before your eyes!
How do I earn Credit for ‘Sharing’ a Deal? How does it work? »
Share any Deal on OurDeal with friends, and if they are new members of OurDeal and purchase it through the ‘shared link’, you’ll get $10 OurDeal Credit Discount Code.

To share a Deal, simply click on the “Share this deal and receive $10 credit*” link on any Deal page – under the BUY ONLINE button.

In order for your Discount Code to be generated correctly, the person you ‘share’ the Deal with must click on the link (through Facebook, Twitter, Pinterest, Google+ or email) and make a purchase within the page opened by this link.

If the link is broken at any point by closing the browser, opening the Deal in a new window or tab then the vouchers will not generate correctly.

Terms of Discount Codes:

  • - OurDeal Discount Codes are only available for eligible Deals.
  • - Only one Discount Code may be redeemed per transaction.
Your Discount Codes are unique to your Account and will not work unless you are signed in.

Once you have signed in, simply follow these instructions to apply your Discount:

  1. Click "Buy" on the eligible Deal of your choice.
  2. Click "Apply Discount” or “Apply Credit” underneath your Order Summary on the payment page.
  3. Watch as your purchase total decreases before your eyes!

Daily Alert Subscriptions

How do I change my Daily Alert subscription city? »
You can manage your Daily Alert preferences by logging into you OurDeal Account.
  • - Sign in to your account (You'll find the link up the top right of the page)
  • - Once signed in, your name will appear in the top right of the webpage - click on your name
  • - Select “My Account”
  • - Select “Email” tab.
You can then update your OurDeal City.
What if I am subscribed to Daily Alerts but I am not receiving them? »
Check your spam folder in your email account just in case it’s there. Please ensure you add OurDeal to your safe list to prevent this from occurring.

OurDeal Escape Travel Deals

What is the Travel Guarantee? »
Booking your next holiday should be stress free and to help with this we offer the OurDeal Travel Guarantee. If the merchant is unable to confirm the stay dates you want within the availability period or you change your mind about the purchase, OurDeal will offer a full refund within 7 working days of purchasing the voucher.

To claim the Travel Guarantee, simply email support@Ourdeal.com.au.
Can I upgrade my room? »
Travel deals may allow for upgrades at an additional cost. This information will be outlined on the Deal page. If no upgrade details are listed, you can always contact the merchant directly to discuss your upgrade options. Please refer to the Deal page for the relevant contact details.

If the contact details are not listed please email the Customer Support team at support@Ourdeal.com.au. The will be able to point you in the right direction.
Are airfares included with all Travel Deals? »
No. If a Travel Escape Deal includes airfares it will be noted on the Deal page.
How do I make special requests related to my OurDeal Escape Travel Deal? »
If you have any special requests regarding your OurDeal Travel Escape, you will need to contact the merchant directly to discuss this. Please refer to the Deal Page for the relevant contact details.
I need to cancel my Travel Deal Escape – what now? »
Always be sure to check the Deal terms and Deal page prior to finalising your purchase. Vouchers are refundable for change of mind within 7 business days of purchasing the voucher but they are generally not refundable due to changes in personal circumstances or for change of mind after 7 business days from purchase. If the specific Deal terms do allow for cancellations, contact the merchant immediately to cancel your reservation, and bear in mind you may be charged a cancellation fee.

Product Deals

What do I do if I entered the wrong Delivery Details? »
In order to ensure speedy dispatch of your goods, it is usually the case that no amendments can be made to the order or delivery details once your purchase is finalised. However if and when we can help we are always happy to!

Shoot an email to our Customer Support team at support@Ourdeal.com.au. If your product has not been dispatched, they may be able update your details and the product will be shipped to your amended delivery address. If the product has already been dispatched, you will be required to pay a redelivery fee, as stated in the Deal Terms.
Is there a shipping fee? »
Some Deals will incur an additional shipping fee. Shipping costs may be variable depending on where you live. If a Deal includes an additional shipping fee it will be indicated in the Deal terms as well as above the Deal price on the Deal page. For example, you will see: “From $XX + shipping.”

If shipping costs apply and are payable to OurDeal, you will also see the additional shipping costs clearly marked in your order summary on the purchase information page.

For some Deals additional shipping costs may be payable to the supplier direct (at time of redemption). In this instance, additional shipping fee information will be clearly indicated in the Deal terms as well as above the Deal price on the Deal page. For example, you will see: “From $XX + shipping.”

If you have any questions regarding shipping fees, please contact us at support@Ourdeal.com.au.
Is my product covered by a warranty? »
As not all products come with a manufacturer’s warranty, please ensure you read all the information provided on the Deal Page as any warranty details will likely be mentioned here.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you have any further questions concerning warranties or consumer guarantees, it is best to contact the merchant directly. Please refer to the Deal Page for the relevant contact details.
I bought a product through OurDeal – how do I get my stuff? »
Most product Deals will be delivered to the address you provide during payment.

For timely delivery, please ensure that your mailing address and contact details are entered correctly before completing your order.

Some Deals may require redemption via the Merchant's website. If this is the case, it will be noted in the terms of the Deal. To redeem, simply follow the instructions on your OurDeal voucher.

If you run into any trouble with the Redemption process, check the supplier’s website for their Contact Us page. It is likely they will be able to walk you through it. If you require any further assistance, drop us a line at support@Ourdeal.com.au.
My product hasn't arrived, can I get a refund? »
We know that the postal system does not always work as expected, and we also know how disappointing it can be not to receive your order. With this in mind, we offer a Product Delivery Guarantee.

OurDeal will refund the full Deal price and cancel your voucher if you have not received your product within four weeks of your order. Refunds will not be made if we have proof of delivery within four weeks of your order, or if the delivery delay was the result of incorrect information or lack of information provided by you.

If your delivery is missing in action let our customer service team know via support@Ourdeal.com.au.
Can I track my product Delivery? »
The approximate Delivery timeframe will always be listed in the Deal terms, so be sure to read this information prior to completing your purchase.

You can also refer back to this information at any time by viewing your voucher.

If tracking is available a courtesy email will be sent to you upon dispatch of your item. Please allow up to 48 hours for the tracking codes to be available on the courier's tracking system.

Please note: Unfortunately, due to unforeseen circumstances out of our control, parcels may sometimes be delayed through the Australian postal system.

As per the OurDeal Product Delivery Guarantee, we will refund the full Deal price and cancel your order if you have not received your product within four (4) weeks of your order. Refunds will not be made if we have proof of delivery within four (4) weeks of your order, or if the delivery delay was the result of incorrect information or lack of information provided by you.

If your order does not arrive as planned, or if you require any further assistance, be sure to drop us a line at support@Ourdeal.com.au.
I have ordered a product, but is has not arrived yet – where is it? »
The approximate Delivery timeframe will always be listed in the Deal terms, so be sure to read this information prior to completing your purchase.

You can also refer back to this information at any time by viewing your voucher.

If tracking is available a courtesy email will be sent to you upon dispatch of your item. Please allow up to 48 hours for the tracking codes to be available on the courier's tracking system.

Please note: Unfortunately, due to unforeseen circumstances out of our control, parcels may sometimes be delayed through the Australian postal system.

As per the OurDeal Product Delivery Guarantee, we will refund the full Deal price and cancel your order if you have not received your product within four (4) weeks of your order. Refunds will not be made if we have proof of delivery within four (4) weeks of your order, or if the delivery delay was the result of incorrect information or lack of information provided by you.

If your order does not arrive as planned, or if you require any further assistance, be sure to drop us a line at support@Ourdeal.com.au.
I purchased more than one product, but have only received one – where is the rest of my order? »
In some cases multiple orders may be shipped separately, in order to keep freight costs down allowing us to bring you great value Deals at low prices. Should this occur please allow a couple of days for the additional orders to arrive.
What happens if I am not home when my delivery arrives? »
Please ensure prior to purchasing that you take note of the advertised delivery timeframe and any delivery related Deal Terms.

In most cases if there is no one present at the delivery address to accept the product when it is delivered, a card will be left to pick up the parcel from the nearest Post Office or depot (depending on the method used for delivery).

Keep in mind most items will incur a redelivery fee – you will find this noted in the Deal Terms. Should you find an order has been returned to the supplier please contact Customer Support via support@Ourdeal.com.au to organise redelivery.