Need to contact

Dick Smith

and make sure they reply?

Dick Smith is an Australian online-only retailer (owned by Kogan.com since 2016) selling consumer electronics, appliances, kitchenware, beauty, fitness gear and tools. Because there are no physical stores, all Dick Smith customer service runs through digital channels — primarily a self-service Help Centre and an online enquiry form.

Key facts at a glance:

• Support model: Fully online — no walk-in stores, no widely advertised Dick Smith contact number.
• Main channels: Dick Smith Help Centre, Contact Us form, account dashboard, and email for commercial matters.
• Typical response time: Around 48 hours for Contact Us enquiries.
• Reputation: Polarising — strong reviews on fast dispatch and pricing, mixed reviews on response speed and the now-reformed FIRST membership signup.
• Coverage: Ships across Australia via Australia Post eParcel and specialist couriers for bulky goods; some remote locations excluded.

Issues sourced from Trustpilot, PissedConsumer, Reviews.io and regulator notices fall into a few clear patterns.

"FIRST" membership auto-charges

• Shoppers were signed up to the $129 AUD / $149 NZD FIRST loyalty subscription via a pre-ticked checkbox at checkout, then charged after a 14-day trial.
• The NZ Commerce Commission formally warned Dick Smith in 2024 over the practice.
• Signup is now opt-in only and refunds are available on request — see the Dick Smith FIRST membership cancel article.

Slow customer service response times

• Reviewers report email and online enquiries can take several days during peak sale periods.
• The lack of phone support amplifies frustration when issues feel urgent.

Dick Smith order delivery problem

• Direct-shipped items typically arrive in 1–2 business days, but marketplace-supplied orders can take 1–3 weeks.
• Tracking numbers sometimes appear inactive until the parcel physically moves.

Marketplace vs. direct-sold confusion

• Some products on dicksmith.com.au are fulfilled by third-party sellers, complicating returns and warranty claims.
• Customers often don't realise the distinction until something goes wrong.

Damaged or incorrect items

• Reports include scratched phones, missing accessories and wrong models being shipped.
• Replacement processing can feel slow without a phone escalation route.

Refund processing time

• Refunds reverse the original payment method and can take up to 10 business days, depending on the bank.
• Some shoppers find this slower than expected versus other Australian retailers.

There is no public Dick Smith contact number — every support pathway runs online. Here's how to contact Dick Smith support quickly.

Step 1 — Search the Dick Smith Help Centre

• Visit the Dick Smith Help Centre and search for orders, returns, refunds, FIRST membership or warranty.
• Many issues resolve through self-service articles within minutes.

Step 2 — Submit the "Contact Us" form

• Use the Contacting Dick Smith Customer Care link from the Help Centre.
• Provide the email address linked to your Dick Smith account, the order number, and clear details (plus photos for damaged items).
• The Customer Care team typically replies within 48 hours.

Step 3 — Use your Dick Smith account

• Sign in at dicksmith.com.au and open "My Orders" to request returns or check delivery status.
• Submitting from inside your account pre-fills order details for the support team.

Step 4 — Email for commercial enquiries

• For formal correspondence or business matters: commercial@dicksmith.com.au.
• This inbox is for commercial dealings, not standard order issues — those should go via the Contact Us form.

Step 5 — Postal address for formal complaints

• Dick Smith, 136 Buckhurst Street, South Melbourne, Victoria 3205.
• Or GPO Box 2579, Melbourne, Victoria 3001.

Step 6 — Escalate externally if unresolved

• File with the ACCC or Consumer Affairs Victoria (or your state equivalent).
• You can also lodge a formal complaint about Dick Smith with help drafting a clear, dated, professional letter.

Returns

• Full Australian Consumer Law (ACL) rights apply to faulty, damaged or "not as described" items, per the Dick Smith returns policy.
• Returns are initiated online via the return your product page.
• Marketplace items follow the seller's process — confirm seller details before lodging.

Change of Mind

• A 14-day change-of-mind window applies to selected products, including footwear, apparel and Dick Smith Exclusive Brand items.
• Refunds for change of mind are usually issued as store credit, excluding original delivery charges.

Refunds

• Refunds reverse the original payment method and can take up to 10 business days, per the refund processing FAQ.
• For full eligibility, timing and step-by-step lodgement, see Dick Smith's refund process.

Warranty (Dick Smith warranty claim)

• Dick Smith repairs, replaces or refunds faulty products in line with manufacturer warranty and ACL.
• Warranty contacts and documentation are listed in the warranty information article and the warranty receivers page.

FIRST Membership cancellation

• Signup is now opt-in only after regulator scrutiny.
• Cancel any time from your account or via the dedicated help article — refunds are available where appropriate.

Shipping

• Most eligible orders ship via Australia Post eParcel Express in 1–2 business days; bulky items use specialist couriers.
• Some remote and rural addresses aren't serviced — see the shipping guide.