We have received reports from some customers using BigPond or Telstra email addresses that they are not receiving our emails.
This can affect emails such as order confirmations, shipping notifications, preorder or backorder updates, and replies from our customer service team.
This does not appear to affect every BigPond or Telstra user. However, based on customer feedback, the issue appears more common with BigPond and Telstra email addresses than with services such as Gmail, Outlook or iCloud.
In some cases, our emails may be placed in your Spam or Junk folder. In other cases, they may not appear in your inbox at all.
What you can do
If you use a BigPond or Telstra email address, we suggest:
- Check your Spam or Junk folder.
- Search your mailbox for “Buildandplay”.
- Add our email address or domain to your Safe Senders list.
- Use a different email address, such as Gmail, Outlook or iCloud, when placing future orders.
Important
If your payment was successful and your order appears in your account, your order has been received.
If you are unsure whether we have received your order, please contact us and include your order number where possible.