Hands Free Shopping

Hands Free Shopping is the ideal way to shop without being weighed down by your purchases.

Designed to be completely seamless, you’ll simply show the store staff your SMS which provides a unique Tag ID, then click on the link provided to let the Concierge team know how many bags you want collected. They will then be waiting for you at your selected centre collection location.

You can book Hand Free Shopping for any visit to Chadstone. Valet Parking customers already enjoy this as a complimentary service.

MAKE A BOOKING

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CONTACT US

Our Premium Guest Services team are here to help you enjoy an experience unlike any other.

If you have any questions simply visit our Concierge Desk or call us on (03) 9563 3355.

FREQUENTLY ASKED QUESTIONS

DO I HAVE TO BOOK ONLINE?

Yes, bookings must be made online via this webpage. For Valet Parking customers, Hands Free Shopping is a complimentary inclusion and a separate online booking for Hands Free Shopping is not required.

WHAT’S INCLUDED AS PART OF HANDS FREE SHOPPING?

Hands Free Shopping is a convenient way for you to shop at Chadstone – The Fashion Capital and not worry about carrying your purchases. Our Hands Free Shopping team will collect and temporarily store your shopping bags after you request their collection via the unique SMS link sent to you after booking the service. Valet Parking customers receive this as a complimentary service with parcels placed directly in their car. Non-valet customers will need to pickup their bags from the designated Centre collection location at the end of their visit.

HOW MUCH DOES THE SERVICE COST?

\$10 per customer registration per day.

IS THERE A MAXIMUM AMOUNT OF PEOPLE THAT CAN BE PART OF A BOOKING?

Each booking is limited to one person, with one SMS with a unique link sent to you on payment.

HOW DO I USE HANDS FREE SHOPPING?

Regardless of whether you arrived by Valet Parking or purchased Hands Free Shopping online, you will receive an SMS with a unique link that allows you make parcel collection requests on your mobile phone. Through this link customers can notify the Hands Free Shopping team of parcel collection requests. You must keep this link confidential and secure.

Customers must advise retailers that they are utilising the Hands Free Shopping service and wish to leave their parcels with the store for the Hands Free Shopping team to collect.

Customers must show retail store staff their SMS link so that they may confirm details and store parcels for collection accordingly.

Customers must then tap the unique SMS link to initiate a collection request, completing the mandatory fields:

1. Name of store?

2. Number of parcels to collect?

3. Is a trolley required (e.g. for numerous parcels)?

It is the responsibility of the customer to ensure the accuracy of the information submitted to the Hands Free Shopping team.

Customers can also use the unique SMS link to notify the Hands Free Shopping team to ready their parcels for collection at the end of their visit. Parcels can be collected from your allocated Centre collection location. For Valet customers, any parcels that we collect for you will be placed directly in your car.

WHAT TIME SHOULD I ARRIVE?

Your Hands Free Shopping booking is valid from centre opening on the date booked. We would recommend arriving early to make the most of the service.

Click here for our opening hours.

HOW LONG CAN I USE HANDS FREE SHOPPING?

You can use Hands Free Shopping for the entirety of the day you have booked, so long as your final purchase is made at least 15 minutes before the centre's closing time.

Click here for our opening hours.

WHERE SHOULD I PARK?

If you are a Valet Parking Customer utilising the Hands Free Shopping service, Valet Parking is located on Level P1 of Carpark A (Lower Ground, David Jones Car Park), easily accessed off Chadstone Road.

If you are a non-Valet Parking customer, you may use any car park that is convenient to you. However, please note that you will need to collect your items from your allocated Centre collection location and transport them to your car.

WHAT IF I WANT TO CANCEL OR CHANGE MY BOOKING?

If you wish to cancel or reschedule your booking, please contact the Concierge Desk on (03) 9563 3355.

Cancelling your booking

We will provide a full refund if you request to cancel your booking at least 24 hours before your scheduled booking date.

If you fail to attend Chadstone on your scheduled booking date or request to cancel your booking less than 24 hours before your scheduled booking date, no refund will be provided. However, if you believe there are exceptional circumstances, please call us on the phone number provided above. In such circumstances, we may choose whether to grant you a refund. We will not unreasonably refuse to grant a refund where the exceptional circumstances limited or prevented us from providing the scheduled service as originally planned.

Rescheduling your booking

If you request to reschedule your booking 48 hours or more before your scheduled booking date, you can reschedule to another date (if available), at no cost.

If you request to reschedule your booking less than 48 hours before your scheduled booking date, your request will be refused, unless there are exceptional circumstances. If you believe there are exceptional circumstances, please call us on the phone number provided above. In such circumstances, we may agree to your request to reschedule to another booking date (subject to availability).

WHAT IF I AM LATE AND MISS MY BOOKING?

Unfortunately, there are no refunds (including partial refunds) for missed bookings.

However, if you believe there are exceptional circumstances, please call us on (03) 9563 3355. In such circumstances, we may choose whether to grant you a refund. We will not unreasonably refuse to grant a refund where the exceptional circumstances limited or prevented us from providing the scheduled session as originally planned.

WHAT ARE THE TERMS AND CONDITIONS FOR THE SERVICE?
WHO DO I CONTACT IF I HAVE A QUESTION OR COMPLAINT ABOUT THE SERVICE?

For any queries in relation to your booking please contact by using the online form available at https://www.chadstone.com.au/about/contact-us or call us on (03) 9563 3355.and we will do our best to accommodate your needs.

WHAT IS YOUR CANCELLATION AND REFUNDS POLICY?

We will provide a full refund if you request to cancel your booking at least 24 hours before the scheduled booking date.

If you request to cancel your booking less than 24 hours before the scheduled booking date, no refund will be provided. However, if you believe there are exceptional circumstances, please call us on (03) 9563 3355. In such circumstances, we may choose whether to grant you a refund. We will not unreasonably refuse to grant a refund where the exceptional circumstances limited or prevented us from providing the scheduled session as originally planned.

Please review our Service Conditions (including our Refund and Cancellation Policy) in full, available here: https://a.storyblok.com/f/62672/x/d8c3ba016d/final-hands-free-shopping-chadstone-service-conditions.pdf

CAN I USE A CHADSTONE GIFT CARD TO REDEEM A SERVICE?

Yes, however we can only facilitate payment via Chadstone Gift Card in part or full, in person, at the Concierge Desk.

MY MOBILE PHONE BATTERY HAS DIED. HOW DO I REQUEST PARCEL COLLECTIONS?

Customers must register and pay for the Hands Free Shopping service and provide a mobile phone number. The service operates via a text message system – customers are provided with an SMS link in order to notify the Hands Free Shopping team of parcel collection requests.

We would recommend ensuring your phone is fully charged before arriving. Please go to the Concierge Desk and speak with our friendly team if for any reason you are unable to access the text message system on the day.

ARE THERE ANY ITEMS THAT WILL NOT BE COLLECTED?

General merchandise shopping bags only will qualify for the Hands Free Shopping service.

Items for collection must be appropriately packaged or bagged for ease of collection and transportation by one person – loose items will not be collected.

Bulky goods & heavy items requiring implementation of safe handling procedures and more than one person to lift will not be collected – delivery arrangements should be made directly with the relevant retail store.

The following categories of items are not eligible for collection:

  • fresh food, perishable items and items requiring temperature or environmental controls of any kind;
  • plants or animals of any kind;
  • single high value items that exceed $10,000 in value;
  • any items with a combined total value exceeding $10,000 (when more than one item has been left with us as part of the service);
  • items that may pose a threat to our staff, third parties and/or their property (for example, weapons, explosives, flammables, hazardous materials and/or any other potentially dangerous or damaging items);
  • personal belongings not purchased from a Centre retail store on that day (for example, handbags, briefcases, wallets, purses, backpacks, suitcases or prams); or
  • personal identification documentation or forms of payment of any kind (for example, passports, credit cards, cash and identification cards).

For further information, please refer to our Service Conditions available here: https://a.storyblok.com/f/62672/x/d8c3ba016d/final-hands-free-shopping-chadstone-service-conditions.pdf

IF I HAVE NOT LEFT PARCELS IN STORE BUT DECIDE THAT I NO LONGER WISH TO CARRY THEM, CAN I ADD TO MY ITEMS AWAITING ME AT THE CENTRAL COLLECTION POINT?

No, you will need to register for collection at the store point of sale with the store staff.

IF I HAVE PARKED IN VALET PARKING, DO I NEED TO PAY MORE FOR HANDS FREE SHOPPING?

No. It is included in the Valet Parking rate.

IS THERE A TIME LIMIT ON HANDS FREE SHOPPING?

Your Hands Free Shopping booking is valid for the full trading hours of the date booked. We would recommend arriving early to make the most of the service.

Click here for our opening hours

WHAT HAPPENS IF I AM STAYING FOR DINNER AND A MOVIE AND I WISH TO COLLECT MY ITEMS AFTER THE CENTRE HAS CLOSED?

If you parked at Valet Parking, please return to the Valet Parking desk during trading hours to make payment and collect your key. The gate will let you out when you are ready to leave.

If you did not park in Valet Parking, you must collect your items prior to the centre closing.

I DIDN’T PARK IN VALET PARKING. HOW DO I NOTIFY CHADSTONE THAT I’M READY TO COLLECT MY PARCELS?

Customers must notify the Hands Free Shopping team of their intention to collect items from the parcel collection location in advance by selecting one of the notification options available via the SMS link. You will then need to collect your parcels from the collection location in the centre.

I COLLECTED ALL MY PARCELS AND THEN DID SOME MORE SHOPPING; CAN I REACTIVATE MY LINK?

No, once you have notified the Hands Free Shopping team of collection and then collected all your parcels the SMS link deactivates. Further parcel collection requests made after completion of the service will require booking and purchasing a new registration and you will receive a new SMS link.

CAN MY FRIEND OR FAMILY MEMBER COLLECT MY PARCELS FOR ME?

The person collecting parcels must be listed as the person on the name of the booking, unless another person is nominated at the time of the booking. When you collect your parcels, you must show our Hands Free Shopping team the SMS link, as well as photographic identification to prove that you are the person listed on the booking or a nominated person (if requested).