Q. What is a Sony account?

A. Your Sony account (also known as a MySony, or Sony Store, Online account) qualifies you for membership with the Sony Members program. Your account is what you use to sign in to Sony Online services such as buying products online, lodging a product support request, receiving emails, participating in competitions or events, and providing feedback about your products or these services. It makes your experiences with Sony more personal and relevant to you.

Q. What is my account for?

A. Signing up to an account qualifies you for membership with Sony. Your account is what you use to sign in to Sony Online services such as buying products online, lodging a product support request, receiving emails, enjoying member benefits and providing feedback.

Q. Do member offers and specials change?

A. With your account, you may enjoy exclusive and tailored experiences, just for you. Sony also offers a range of offers and specials through your account - these offers and specials are usually for a limited time and offered on certain terms and conditions.

Q. What are the current Member benefits?

A. By simply being a member, you may be eligible for:

• Special gifts from time to time; birthday surprises and more!
• Invitations to VIP members’ events;
• Exclusive News & Offers;
• Simple tracking of your orders and product registrations.

Q. How do I log into my account?

A. First time logging in? Simply create an account using your email address and a password. Or if you are a returning member, log into your account here.

What are some tips about passwords, privacy and safety?

A. Here is some information about passwords and privacy. 

Creating a strong password

To keep your account safe, we ensure that a series of password strengthening measures are in place.

Your password will need to include:

• A mixture of letters, numbers and symbols
• 6 – 20 digits
• No spaces

Tips for your personal safety

• Make sure your backup password options are up-to-date and secure
• Use a unique password for each of your important accounts
• Don’t use personal information or common words as a password
• Keep your passwords secure

Q. How can I change my registered email address?

A. Our Customer Service team are able to assist with all account inquiries that you may have. To update your email address, please contact our Customer Service team between 9am-5pm, Monday to Sunday on: 1300 13 7669 (AU) or 0800 766 969 (NZ). After verifying your identity our team will be able to change your email address over the phone. 

Q. How do I reset my password?

A. You can reset your password here. If you have questions about your account, our Customer Service team are able to assist with all account inquiries that you may have. Give our team a call between 9-5, Monday and Friday on: 1300 13 7669 (AU) or 0800 766 969 (NZ).

At Sony we take pride in our quality products and services and we value you, our customers. If at any time you feel our products do not meet your requirements please contact our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here to find out what options are available to you. We're here to help you 9am – 5pm (AEST), Monday – Sunday.

Q. How do I track my order?

A. When your order is tracked, you'll get some notifications from Sony as well as our delivery partners. You'll receive an email with your tracking number and invoice so keep an eye on your inbox. You may also get a call from our delivery team for large purchases should they need to arrange a time to deliver and depending on purchase further email or SMS notifications.

You can also track your order using our order tracking page here.

Q. Can I see the status of my order in My Account?

A. Absolutely! Simply log into your account and check out your existing orders. Orders that have shipped will have a tracking number available.

You can also track your order using our order tracking page here.
 

Q. How do I add items to my  cart?

A. Simply find the product that you wish to purchase and use the "Add to Cart" button. Items that are sold out may not be able to be purchased and will display a "Sold Out" badge. You can also proceed to your cart and update the quantities, or remove items, from your order.

Q. What payments methods are  accepted?

A. For both Australia & New Zealand, we currently accept the following payment methods. Keep your eye out as we introduce new methods of payment.

• American Express
• Visa
• Mastercard
• PayPal Express

Q. How come the site won't accept my address?

A. To make delivery easier, we use some fancy address checking during the checkout process which makes sure that the address being used is available for delivery. A tip is to make sure you enter the suburb and state combinations used by the dropdown box and remove and special characters.

Q. Can I exchange my order?

A. If you change your mind, received a faulty item or simply chose the wrong one, please check out our simple returns process below. 

• You must provide us with evidence that your Sony product was purchased from Sony Online (e.g. have a Sony Online order reference).
• Returns for an exchange, refund or repair are available for products that are damaged in transit (ie: before you received it), faulty out of the box, do not work properly or otherwise do not satisfy the statutory consumer guarantees provided by the Australian Consumer Law or Consumer Guarantees Act 1993 (NZ) (as applicable)  (please see below for more information on the Australian Consumer Law and Consumer Guarantees Act 1993).
• Please note that there is no right to an exchange or refund if you simply change your mind about a Product or if you incorrectly placed your order.  However, if you have ordered the incorrect colour, style or model, Sony may, in its discretion, offer you a credit or exchange.  Please contact the Sony Store team or Support Team as set out below if you would like to discuss this.  Note that in these circumstances no credit or exchange will be issued until a return authority ("RA") has been generated and the item has been returned to Sony and inspected. 
• Unless you are returning your product because it is faulty or otherwise does not comply with the consumer guarantees included in the Australian Consumer Law or Consumer Guarantees Act 1993 (NZ) (as applicable), your product must be returned in the original packaging and movies, music, games and software must be unopened.
• To ensure the most efficient processing of any return, before returning any Product to us please contact the Sony Store team or Support Team as set out below to generate a return authority ("RA") first.  This will help Sony track your product and the reason for the return. 
• Contact our Sony Store team at sonystore.au@ap.sony.com or our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here to find out about options that may be available to you.  
• Refunds, credits and exchanges are based on the price paid for the original product. If, however, your product is exchanged because it is faulty or otherwise does not satisfy the consumer guarantees provided by the Australian Consumer Law or Consumer Guarantees Act 1993 (NZ) (as applicable), and you opt for a replacement product (rather than a refund), such replacement product provided by Sony will be of an equivalent value type and functionality to your original product.

This process is in addition to any further rights you may have under the Australian Consumer Law.

• Australian Customers: 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 compensation for any  other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods otherwise fail to meet a consumer guarantee in the Australian Consumer Law.
• New Zealand Customers: Under the Consumer Guarantees Act 1993, you are entitled to a replacement or refund for a failure of substantial character and for compensation for any other reasonably foreseeable loss or damage that could have been expected to result from the product's failure. You are also entitled to have the goods repaired or replaced if   the goods fail to be of acceptable quality or fail to comply with another guarantee in the Consumer Guarantees Act 1993.

Q. How do I get a refund or credit?

A. If your product is faulty or damaged when you receive your order, Sony will happily, at your choice either replace your purchase with a new item or provide you with a refund. If your product does not otherwise comply with a statutory consumer guarantee provided under the Australian Consumer Law (Australian purchases) or Consumer Guarantees Act 1993 (New Zealand purchases), you will be entitled to have your product repaired, replaced or have the amount paid for it refunded. You are also entitled to compensation for any reasonably foreseeable loss or damage that could have been expected to result from the product's failure. No additional shipping charges will be added to your order and we’ll help arrange for the original product to be shipped back to us. 

For items where an incorrect colour, style or model has been chosen, as long as the product is returned in its original packaging within 30 days after the product is delivered, Sony may decide in its discretion to offer you a credit or exchange. No credit or exchange will be issued until the item has been returned to Sony, inspected by Sony and a returns authority has been generated by the Sony Store team (contact our Sony Store team at sonystore.au@ap.sony.com). In these circumstances, if Sony agrees to offer an exchange, additional shipping charges may apply depending on the size of the product.

Where applicable, refunds will be provided via the same form of payment used for your order.

Please choose gift cards and Sony Entertainment Network vouchers carefully as these cannot be returned or exchanged (unless they are faulty).

View our returns information here.

Q. What if I change my mind?

Please choose carefully as refunds are not provided if you simply change your mind. However, if the original product is in the original unopened packaging, Sony may offer a credit or exchange for the original product value. Please note, credits will only be issued once Sony has received and inspected the returned item and a returns authority has been generated by the Sony Store team (contact our Sony Store team at sonystore.au@ap.sony.com).

View our returns information here.

Q. How much does delivery cost?

A. When you add a product to your cart, you can go to your cart to see what (if any) delivery charges will be charged to your order before you go to checkout. 

Q. Do you deliver to PO Boxes and Parcel Lockers?

A. As most of our products sold online are large, we currently do not deliver to PO boxes or parcel lockers. Keep your eye out for information about these options in the future.

Q. Can I get my delivery left at my doorstep or hidden at the back of my house?

A. Currently, we do not have authority to leave (ATL) for our deliveries. We require a signature for each delivery and a card to call will be left should delivery not be successful.

Q. Do you ship overseas?

A. Shipping is only available to customers within NSW, VIC, QLD, SA, WA, NT, TAS and ACT for orders on www.sony.com.au and to North Island, South Island and Stewart Island addresses for orders on www.sony.co.nz.

Q. How long does it take to dispatch an order?

A. We usually are able to dispatch the same or next day if we receive your order before 9am Monday-Friday and items are in-stock and have been fully paid for (eg: credit card payment). Orders received on the weekend may be processed and dispatched on Monday or Tuesday.

During a sale event, we can experience thousands of orders which may mean a delay. Please allow and additional five (5) business days.

Q. How long do deliveries typically take?

A. AU: Regular deliveries to NSW, QLD and VIC metro areas should be received within 1-5 business days. For SA, WA, NT metro and rural areas, orders should be received within 1-7 business days.

NZ: Regular deliveries to Metro areas should be received within 1-5 business days. For rural areas and Stewart Island, orders should be received within 1-7 business days but may dependant on local carriers.

Note: Should items within your order be out of stock, or payment not cleared, there may be a delay on delivery of your order. Sony will attempt to contact customers within reasonable time periods if there is a significant delay to an order.

If you are requiring partial delivery, please contact sonystore.au@ap.sony.com with your order information. Delivery is currently during standard business hours only.

Q. What notifications will I get about delivery?

A. Tracking details and invoice details will be supplied via the email entered in the order delivery details field. Automated email notifications will be available after 6pm on the day of despatch. 

Q. How come the site won't accept my address?

A. To make delivery easier, we use some fancy address checking during the checkout process which makes sure that the address being used is available for delivery. A tip is to make sure you enter the suburb and state combinations used by the dropdown box and remove and special characters.

Q. My goods were damaged while being delivered, what do I do?

We understand the disappointment in opening a new product only to see it  broken so there are no additional charges for out of box failures to get sent back to Sony for a refund or exchange. Please contact our sales team at sonystore.au@ap.sony.com or [our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here to arrange for the broken product to be returned to Sony for an exchange or refund. You can also view our returns information here.

Q. What is my Wishlist?

A. Your wishlist allows you to save and share your favourite Sony products to view later.

Q. How do I view or use my Wishlist?

A. In your account, you are able to save your favourite Sony products in a wishlist format and send a link to your favourite products to a friend. This feature makes it easy to compare, shop, share and come back to your favourite products later.

Q. What can I save in my Account?

A. Currently you can save your personal details to make purchasing online easier. You can also track your orders here, select which newsletters and notifications you want to receive from Sony and register your products.  We'll be adding more features soon so make sure to check back often and update your subscription information to hear the latest.

Q. Can I save my delivery addresses?

A. Yes! You can save your preferred delivery addresses in your account section. Prefer a gift to be delivered to your home address? Or, headphones delivered straight to your workplace? It's easy! Simply keep these details saved to your account to help you speed through the checkout process.

Q. Can I save my contact details?

A. Yes! Your account dashboard will keep all of the Sony contacts that you need in one place, your account keeps your Sony contacts at your fingertips.

Q. Where can I view the privacy policy?

A. You can view the latest version of our privacy policy here.

Q. Is my information secure?

A. Your details are encrypted and stored in accordance with best practice to make sure your information is secure at all times. Important details like credit card details are encrypted and you can delete this information from your account at any time.

Q. How do I get my product repaired?

A. To find out how to return a product for repair, please contact our service team at sonystore.au@ap.sony.com. 

Sony will assess and repair products within a reasonable time. This time frame will be communicated via the service team when your goods are assessed but may vary due to part availability or fault diagnosis. For repairs that are not covered by consumer guarantees under the Australian Consumer Law (for Australian purchases), Consumer Guarantees Act 1993 (for New Zealand purchases) or manufacturer’s warranty (applicable in both countries), where possible, Sony will estimate any fees (labour, freight, assessment) that will be incurred for the repair. Where a fault is not found, you may also incur a service fee.

If you need more information, our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here.

You can also view our returns information here. 

Q. What happens to my data on a product that is repaired?

A.  Depending on repair requirements, some data may be lost. Sony is not liable for any lost data so please ensure, where possible, that before returning a product, all data is backed up on recordable media (flash drives, computer hard drives, camera memory cards, mobile phone contacts). 

Q. Are these products locally sourced, or parallel imported?

A. All products sold through Sony Australia Limited and Sony New Zealand Limited are sold directly from the manufacturer and are not parallel imports.

Q. How do I contact Sony?

A. You can send us a message at sonystore.au@ap.sony.com or contact our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here or contact us here for other enquiries.

Q. Can I chat to someone online?

A. Our chat is available 7 days a week, 9am-5pm (Australian Eastern Standard Time), and covers Australian and New Zealand enquiries. If available, our chat will be displayed as available on our contact us page. Please note, due to time zone differences and volume, live chat may not be available.

Q. What email address can I use to contact Sony?

A. You can send us a message at sonystore.au@ap.sony.com. Depending on the volume of messages we receive, you should hear back from us within 2 business  days.

Q. Closing your account, or unsubscribing from communications. What is the difference?

A. If you close your account you will terminate your account and membership, your products will no longer be registered and you will no longer receive exclusive offers registered to your account or communications with offers, product updates, news, information and member-only event invitations. If you reactivate your account, you can always re-register your products.

Your records will continue to be treated in accordance with our Privacy Statement.

Alternatively, you can unsubscribe from communications (emails, SMS etc.) by changing your subscription preferences in your account here. Your order details, product registrations and account details will still be available to you.

Contact our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here if you wish to close your account.

Q. How do I close my account?

A. If you close your account you will terminate your account and membership, your products will no longer be registered and you will no longer receive exclusive offers registered to your account or communications with offers, product updates, news, information and member-only event invitations. If you reactivate your account, you can always re-register your products.

Your records will continue to be treated in accordance with our Privacy Statement.

Contact our Support Team on 1300 13 7669 (AU) or 0800 766 969 (NZ) or start a LIVE CHAT here if you wish to close your account.

Q. How do I un-subscribe?

A. You can unsubscribe from all communications from Sony Australia (emails, SMS, direct mail etc.) by changing your subscription preferences in your account. You will stop receiving communications with offers, product updates, news, information and member only event invitations.

Q. Where can I view the privacy policy?

A. You can view the latest version of the privacy policy here.

Q. Where can I view the terms of use and terms and conditions?

A. You can view the latest version of our terms of use policy here.

Q. Is there any information about what type of information is being collected?

A. The latest version of the privacy collection notice (available here) contains information about the types of information we are collecting.

Q. I need info on the Consumer Law, can you help?

A. Australia and New Zealand each have national regimes for consumer protection which include statutory consumer guarantees that cannot be excluded, limited or modified ("Consumer Guarantees").  These Consumer Guarantees give consumers a range of rights in respect of goods or services and remedies against the supplier and manufacturer of goods or services if those goods or services fail to comply with one of the Consumer Guarantees.

The Consumer Guarantees include guarantees that:

• the supplier has the right to sell the goods;
• goods are of acceptable quality;
• the goods are reasonably fit for any purpose for which goods of that kind are commonly supplied, for which the supplier represents they are reasonably fit, or which you make known to the supplier (unless the supplier warns you they are not fit for that purpose);
• the goods correspond with any description by which they were supplied;
• the goods correspond with any sample or demonstration model by reference to which they were supplied;
• the manufacturer of the goods will take reasonable action to ensure that parts and facilities for repair of the goods are reasonably available for a reasonable period after the goods are supplied; 
• the supplier and manufacturer will comply with any express warranty given or made by them respectively in relation to the goods; 
• services will be rendered with due care and skill; and
• services will be supplied within a reasonable time.

Australia: 
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 otherwise fail to meet a consumer guarantee in the Australian Consumer Law.

New Zealand:
In New Zealand, you are entitled to a replacement or refund (at your election) for a failure of substantial character 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 comply with a statutory guarantee.

For further information about the Consumer Guarantees under the Australian Consumer Law, visit www.consumerlaw.gov.au. For more information about New Zealand Consumer Guarantees under the Consumer Guarantees Act 1993, visit www.consumerprotection.govt.nz.

Updated: September 2019