If you forgot your password or need to reset your password, please go to MY ACCOUNT login page, and click on Forgot your password? And follow the prompts. An email with arrest link will be emailed to your registered email with us. You need to go to your inbox and click on the reset link. This will take you to a secure page where you can rest your password.

We recommend that your new password is one that is not used on any other site. For good security a strong password is one that is long and uses a mix of numbers and characters, and it is best to avoid using common simple words.

Still need assistance?

If you did not receive a "reset password" email or are having troubles resetting your password, submit a request through our online form, and then: Please select ‘My Account’ as the Enquiry category. Then select ‘I need help with my password’ as the Enquiry sub-reason and provide details of your privacy complaint or enquiry. A member of our Support Team will review your enquiry or complaint and get back to you as soon as possible.

How do I create an account?

Having an account with us is free and simple. Go to the navigation bar at the top of our page and click on ACCOUNT and then click on Register button.

An account with us has many benefits which include:

• Track your orders
• Personalise your shopping
• Create a Wishlist and save your shopping cart
• Redeem store credit(s)
• Speed up future purchases and check out faster
• Contacting sellers directly

Guest Checkout

• You can purchase any of our products on desktop and mobile website as a guest.
• Guest check-out allows you to search and buy from thousands of products on offer.
• You will be prompted to enter your email address for order confirmation, as well as your address details for delivery.

Please note: To receive up to date tracking information or request a return, you need to create an account at any time after your purchase.

To view all your orders, you need to login to your account. Then simply click on Orders at the top of page. Here, you can view your current and old orders, download invoices and request a return authorisation.

Need an invoice from a Marketplace Order?

If you have purchased a Marketplace item, you can contact the seller directly from your account and request that an invoice be sent to you.

• Sign-in to your Account
• Click on Orders
• Click on Show Order Details
• Click on Contact Seller, then select General Enquiry > Request an Invoice

Marketplace sellers will endeavour to respond to you within 2-3 business days. If you don’t hear from the seller within this timeframe, please contact our Customer Service Team by submitting an enquiry on our online form.

Still can't find your order?

If you still can't find your order, but believe you have been charged for it, please contact us via the "submit a request" link below and we will be happy to investigate this for you. It is possible that you used a different email address to make your order (for example, your work email address instead of your personal account). In any case, our Customer Service Team will help you track it down.

Need Help?

How do I update my account or delivery information?

First, you will need to log in to your account to change your account details. Your account details can be updated as often as you need.

If you would like to update your address book, complete the steps below:

• Under ‘My Account’ click on ‘Addresses’ - here you can perform a variety of changes:
• You can add an address (or multiple addresses) by clicking "Add new address".
• You can delete a saved address by clicking on the "X".
• You can click "Edit Address" if you need to update an existing address.
• Or you can click "Set as primary" to save your first-choice delivery address.
• Make sure you hit the "Save" button to save your changes.

If you have already placed an order that contains Marketplace items, please contact the seller directly via your account to request this change. To ensure your request has been updated, you must receive confirmation from the seller directly.

If you change the email address linked to your Hospitality Sales account you will receive an email from us to your previous email address, notifying you of this change. This is a security feature that we have in place to ensure that no one can change your personal details without your permission. If you are aware of this change, please disregard our email.

I'm having trouble logging in or other problems with your site

If you are experiencing technical issues whilst using our site, such as buttons missing or drop-down menus not appearing, this is most likely due to your Internet Browser not being compatible with our website. This can be easily fixed by upgrading or switching to the latest version of Google Chrome.

We recommend Google Chrome for navigating our site as it is most compatible with the gizmos and gadgets on the site. You can download a copy of a free upgrade at the link here: https://www.google.com/chrome/

Otherwise, you may need to jump on another computer in order to complete your request. We are committed to improving your shopping experience for our members, so we would greatly appreciate your time to provide this invaluable insight for our team if you have been experiencing technical issues.

If you wish to raise a technical concern with us, please use the Submit Request feature on our Help Centre. You may then select, "Pre-Purchase" and "Something else".

Why is my order on hold?

If you receive an email from us advising that your order has been placed on hold for additional verification, don't panic!

We randomly select some orders for additional security checks. This is to ensure the customer has knowingly placed the order and all customer details match and we can dispatch your order without delay. Some orders might be cleared automatically. In other cases, we might send an email requesting additional information. Please reply to our email or call us within 24 hours to avoid the cancellation of your order.

If your status stays "on hold" for 48 hours, please contact us via one of the channels shown below. Note: If you receive an email from us that you are unsure about and do not feel comfortable, please submit a request below, or call us so we can organise a time to verify your details and avoid order cancellation.

How do I subscribe or unsubscribe from the Newsletter / Email?

Updating your Newsletter subscription is easy by following these simple steps:

• Log in to your account
• Go to 'My Account', then click on 'Communications'
• Select the types of communication you would like to receive
• Click 'Update Preferences'.

Or, if you are having trouble with these steps, you can click on the 'Unsubscribe' button at the bottom of the email you received and then update your settings from the Subscription Centre or simply contact us for further assistance.

Note: Your new settings will take effect within 24 hours - so it may take a day for your updated Newsletter settings to kick in.

We’re sorry to see you go!

If you would like to close your account with us, submit a request through our online form, and then select ‘My Data & Privacy’ as the Enquiry category. Then ‘Close My Account’ as the Enquiry sub-reason and provide additional details of your request

A member of our Customer Support team will get in touch to verify your identity before proceeding with closing your account.

Please note that if you close your account, you will not be able to log in or purchase from us using that account and will not receive marketing communications from us relating to that account.

If you have a privacy-related complaint or enquiry, submit a request through our online form, and then select ‘My Data and Privacy’ as the Enquiry category. Then select ‘Data & Privacy Enquiries or Complaints’ as the Enquiry sub-reason and provide details of your privacy complaint or enquiry.

A member of our Support Team will review your enquiry or complaint and get back to you as soon as possible

The quickest and easiest contact method is our online/email form.

Online Form Click on "Submit a request" and follow the drop-down to send us your enquiry

If you need to talk to our customer service team, please raise a support ticket clearly outlining the subject of your enquiry or the issue and the relevant team member will contact you directly.

Customer Service Hours: Monday – Friday 9am – 5pm AEST

Closed: On weekends and public holidays.

How can I access the information Catch holds about me?

You can access your personal information in your Account:

• Login to your account by entering your email address and password in the 'Login' box.
• Select 'My Account'.
• Click on the following sections to view your personal information:
• ‘Orders’ to view your shipping address
• ‘Payment Details’ to view your payment card details
• 'Personal Details' to view email, phone, first name, last name (and optional fields of gender, birthday)
• ‘Addresses’ to view your primary and additional address for shipping

If you can’t find what you’re looking for or require assistance, submit a request through our ticketing system and select ‘My Data & Privacy’ as the Case Subject;

Then select the ‘Access & Correction Requests’ as the Enquiry sub-reason and provide details of the personal information you would like access to.

A member of our Customer Support team will get in touch to assist with your request.

How can I correct my personal information?

If you need to update your personal details, follow these steps:

• Sign into your Account.
• Go to 'My Account’.
• Click on the following sections to view your personal information:
• ‘Orders’ to view your shipping address
• ‘Payment Details’ to view your payment card details
• 'Personal Details' to view email, phone, first name, last name (and optional fields of gender, birthday)
• ‘Addresses’ to view your primary and additional address for shipping
• Make changes to your personal information.
• Once you have updated the personal information data fields, make sure you hit the "Save" button to save your changes.

If you can’t find what you’re looking for or require assistance, submit a request through our ticketing system and select ‘My Data & Privacy’ as the Case Subject; Then ‘Access & Correction Requests’ as the Enquiry sub- reason and provide details of the personal information you would like to correct.

A member of our Customer Support team will get in touch to assist with your request.