Hero Shop FAQs

This article addresses commonly asked questions around Hero Shop. Article topics include:

  • What kind of products does Hero Shop offer?
  • How to opt-in and access Hero Shop
  • Accepted payment methods
  • Steps to place an order
  • How do I receive gift card purchases?
  • How are physical products shipped?
  • How to check your Hero Shop orders
  • Cancellation, return & refund policy
  • How to contact support
  • How to make a warranty claim


For an overview of Hero Shop, please see: What is Hero Shop?


What kind of products does Hero Shop offer?

Hero Shop aims to provide employees with access to products and services that enhance their lives at home and at work.


How to opt-in and access Hero Shop?


This section details how your organisation can enable access to Hero Shop.


Step 1 - Opt-in:

Please note, your organisation must use both Employment Hero HR & Hero Pay to enable Hero Shop. If you cannot currently access Hero Shop in your HR platform, and you would like to do so, please complete the following steps.


For employers:  if your organisation is using Hero Pay payroll, and currently does not have access to Hero Shop-- HR admins and owners can opt-in by letting us know here. Please ensure a current owner or admin of the organisation is making the request.


If your organisation is not using Hero Pay payroll, and you would like to chat to us about the benefits of Hero Pay, Hero Shop, InstaPay, or other WorkLife modules included free with HR + Hero Pay, you can contact our sales team here.


For employees: if you are not able to access Hero Shop when you log into Employment Hero, and you would like to-- please contact your management team to let them know you would like your organisation to opt-in.


Step 2 - Log in:

Once we have enabled Hero Shop for you, please log into your account at https://secure.employmenthero.com/users/sign_in.  You may then see a few prompts introducing you to the new feature.


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Step 3 - Start Shopping!


On your dashboard, you should now be able to see a new menu item called “My Life”.


Click “My Life” to open up your new WorkLife modules. You can access the shop by choosing  Hero Shop itself, and you can view past orders in Orders. You can browse the shop by category, or from our front-page deals, to see what’s on offer.


Once you have made your selection, simply click “Buy Now” to be taken to check out.


Accepted payment methods


Hero Shop users can purchase products and gift cards from Hero Shop using their debit or credit card*, or by using InstaPay. For more information about InstaPay, please see **What Is InstaPay.


*Only Visa & Mastercard debit or credit cards are accepted at this time.

**Purchasing from in HeroShop via InstaPay will not incur additional InstaPay transaction fees.


Steps to place an order



Have a look through a selection of gift vouchers and products. When you are ready to purchase a product simply choose “Buy Now” and you’ll be taken to make a payment. Please note, only one product or voucher may be purchased per order. However, you can still place as many orders as you would like.


Then buy!

After you click “Buy Now”,  you will choose your payment method and shipping details (where applicable). You can choose to complete your purchase via credit or debit card (Visa or Mastercard), or with InstaPay. What Is InstaPay.


Follow the prompts to complete your checkout information and complete your order.


Once you have completed payment, you will be taken to a confirmation screen, and an email notification of confirmation of your order will be sent to you.


How do I receive gift card purchases?


For gift cards & movie tickets: gift cards and movie vouchers are delivered instantly and electronically and can be accessed via your Orders. You can find this when logged in to your EH mobile app, or desktop.


In the mobile app, tap into “Find More Savings” and then tap the “Orders” button on the top, right of the screen. On desktop, simply go to My Life > Orders.


Here you can view your orders, and view gift card details when you are ready to redeem them. When tapping into a gift card purchase, you will see the barcode and any voucher details and conditions. You can use the barcode to redeem the value of your vouchers at participating physical and online retailers.


How are physical products shipped?


Hero Shop orders made on normal business days will be processed by the Employment Hero team.


Physical products will be shipped to you at the shipping address you provide when ordering. You will receive a second email notification, with tracking number, once your order has shipped. Please note, items usually take 1-2 business days for your item to ship.


Shipments are made via AusPost, Toll, StarTrack. After an order is dispatched, delivery times can vary. However, they approximately follow these timelines:

  • As early as next-business-day delivery for metropolitan areas
  • Approximately 3 business days for rural areas
  • Up to 1 week for remote locations


Once you have been issued a tracking number, please use this number to track the location of your order.


How to check your Hero Shop orders

You can view the status of your order at any time via the mobile app, or on desktop, in your Orders. The following table details each order status you may see there.





Employment Hero is processing your order


Payment has been received by Employment Hero


Hero Shop order has been shipped and is in transit


Hero Shop order has been received by you


How to contact Support


Employment Hero Support is here to help with issues related to your order.


Please contact EH Support:

-If your order has not shipped after 2 business days of you placing the order,

-If your order is incorrect or damaged,

-If you would like to ask about cancelling or changing your order,

-or if you require other assistance with your order.


For support requests, please contact us here.


Cancellation, return & refund policy


Only orders for tangible products can be cancelled/returned and refunded. Electronic voucher purchases are not eligible. All electronic voucher sales are final.


Support requests can be submitted: here


In the case that:

-Your order has not shipped: you may be able to cancel the order and receive a refund. You can cancel your order in the Employment Hero desktop platform by clicking the ‘Cancel’ button next to your order in My Life > Orders.


-Your order has shipped: you may still be able to return your item, and request a refund. In any case, the item and packaging must not be damaged, and the packaging must be unopened.


For “change of mind” orders that have already been received, your refund will be subject to review. Depending on our supplier’s refund policies, you may receive a complete refund to your bank account or store credit.


Please note, your refund will not be issued until the item has been received by the supplier, and the supplier accepts the return.


After a refund confirmation has been sent to you via email, return of funds may take up to 3 business days to be received by your bank.


How to make a warranty claim


Employment Hero Support will also be your point-of-contact for any claims made against warranties on products purchased through the Hero Shop. If you need to make a claim on a product you have purchased from the store, please send the request with details here.


In the event that a Hero Shop  product has stopped working, please check the product’s warranty period. If you feel you have valid grounds to submit a claim, submit a support request here.


For faster processing of your request, please attach the warranty, details of your issue, and photos of the item with your initial support request. Warranty claims cannot be submitted without you including this information.

Have more questions? Submit a request