How to contact

Aramex

 customer support fast

Aramex Australia offers multiple support channels, though service consistency is a known issue. Here’s how they help:

• Phone Support: Call 1300 327 892 (Mon–Fri, 8am–5pm). Calls route to local depots, wait times can be long.
  
  
• Online Channels: Live chat on the website plus messaging via WhatsApp, Facebook Messenger, WeChat, and SMS.
  
  
• Email Support: Web contact form available for enquiries and feedback.
  
  
• Depot Access: No retail shops, but local depots are available for parcel pickups and support.
  
  
• Social Media: Active on Facebook and Twitter for basic support and public responses.
  
  

Despite the variety, customer reviews frequently mention slow responses and unhelpful service across most channels.

Aramex has one of the lowest-rated support reputations in Australia. Key complaints include:

• “Delivered” parcels never arrived – marked as delivered with no actual delivery attempt.
  
  
• Parcel delays and losses – packages often go missing or are stuck for days with no updates.
  
  
• Lack of communication – calls and emails go unanswered; chatbots provide little resolution.
  
  
• Delivery deception – “missed delivery” cards left without attempting delivery.
  
  
• Unfair charges – recipients pushed to depots or charged re-delivery fees unfairly.
  
  
• Tracking issues – frequent problems with updates, incorrect locations, or no scans at all.
  
  
• Reputation: Averages ~1.2 stars across thousands of consumer reviews; commonly described as “unreliable” or “the worst courier”.
  

There are multiple ways to reach out – here’s the breakdown:

• Phone:
  
  
  • Call 1300 327 892 (Mon–Fri, 8am–5pm).
    
    
  • Use the depot number listed on your delivery card for local issues.
    
    
  • Expect possible wait times of 30+ minutes.
    
    
• Live Chat & Messaging:
  
  
  • Visit Aramex.com.au and click the live chat icon.
    
    
  • Also available via WhatsApp, Messenger, WeChat, and SMS.
    
    
  • Customers report mixed results – automated replies are common.
    
    
• Email / Contact Form:
  
  
  • Submit an enquiry through the online form.
    
    
  • Choose “Parcel enquiry” or “Feedback”.
    
    
  • Good for non-urgent issues. Keep a copy for follow-up.
    
    
• Depot Visits:
  
  
  • Use the Courier Locator to find your nearest depot.
    
    
  • Bring ID and tracking number.
    
    
  • Often the most effective method for resolving delivery issues.
    
    
• Social Media:
  
  
  • Message @AramexAustralia on Facebook.
    
    
  • Tweet @Aramex globally.
    
    
  • Not a formal support channel, but can help get attention if other methods fail.
    
    
• Escalation:
  
  
  • Submit a second form marked as “Feedback” if unresolved.
    
    
  • No separate complaints line – persistence is key.
    
    
  • Keep records of all attempts for escalation to authorities if needed.
    
    

Aramex policies are tightly defined and place the burden on the customer. Key policies include:

• Loss & Damage Claims:
  
  
  • Must be filed within 30 business days (loss) or 7 days (damage).
    
    
  • Photo evidence required within 24 hours of delivery.
    
    
  • Maximum compensation is AUD $1,500 with strict documentation.
    
    
• Refunds:
  
  
  • Courier fees are non-refundable – even for service failures.
    
    
  • No refunds for delays or missed deliveries.
    
    
• Cancellations:
  
  
  • Prepaid satchels are non-refundable after purchase.
    
    
  • Pickup requests can be cancelled, but fees are retained.
    
    
• Returns:
  
  
  • Return to sender available (cost may apply).
    
    
  • All product-related returns must go through the merchant, not Aramex.
    
    
• Shipping & Delivery Guarantees:
  
  
  • No guaranteed delivery times.
    
    
  • Redelivery for recipients is free. Sender-initiated changes may incur fees.
    
    
• Customer Satisfaction:
  
  
  • No service-level commitments are advertised.
    
    
  • Complaints are reviewed internally – for unresolved cases, escalation options include:
    
    
    • Fair Trading (state-based)
      
      
    • ACCC
      
      
    • Postal Industry Ombudsman