Common Questions

Helpful things to say:
A team member response guide for common questions

Is a customer asking for a reduced price on an item in the op shop?

Let’s make sure everyone knows that every purchase at our Op Shops helps feed families in need!


Here’s something you can say in response:

"We carefully price all the items in the op shop to be fair and affordable because every dollar you spend here goes straight to our Community pantry, helping provide food for those in need."

Is a customer asking to buy an item that doesn’t have a price tag?

Here’s something you can say in response:

"Unfortunately if an items doesn’t have a price tag, we can't sell it. We have specific team members assigned to pricing to make sure all items are priced fairly and consistently. Every sale helps support our Community Pantry and other services, so we follow this process to keep things fair for everyone"

Is a customer asking for a refund?

Here’s something you can say in response:

"As a charity selling preloved goods, we're not able to offer refunds or exchanges for change of mind. However if its an electrical item that turns out to be faulty, you're welcome to return it within 7 days with your receipt for a refund."

Is a customer asking to put an item on hold?

Here’s something you can say in response:

I'm sorry, but we're not able to put items on hold. We have a constant stream of donations coming in that we need to sort and get out on the floor quickly, and with limited space, we need to sell items as soon as possible. Unfortunately we also can't rely on people always coming back in time to collect holds, so we've had to stop offering that option."

Has a customer asked about our Community Pantry?

Here’s something you can say in response:

Our Community Pantries are here to help people who are finding it hard to put food on the table. Those with a Health Care Card and photo ID and a $5 donation, our pantry can help with frozen foods, fresh fruit and vegetables and non perishable items. If you or someone you know could use a bit of help, they can register at our Airport West office.