SUPPORT & FAQ's

If you are leaving the building or no longer want to access London Collective, simply email the concierge on conciergelh@hawaiian.com.au and we will close your account for you.

Use the like button when you see something you like or something you agree with.  This will just count your 'like' and add 1 to the count of 'likes'.  A user can only like something once.  

Likes are anonymous, regular users cannot see who has clicked the 'like' button.

No problems, we're adding new products all the time.  Simply email the concierge team on conciergelh@hawaiian.com.au and we'll work on adding those products to the store for you.

No, London Collective is provided to tenants by the building owners at no cost to end users.

The building owners and managers are looking to offer a fantastic level of service and amenity to all tenants.

If you have any questions or are encountering issues, please contact our Concierge Team on conciergelh@hawaiian.com.au. They are highly skilled and will be able to assist you with most questions. If you have a problem with something that is out of their hands, they will contact the development team and get that answer for you.

This is not a problem. Simply go back to the event and you can remove your RSVP by clicking 'cancel RSVP' on the top right hand side. The count of attendees will reduce by 1 and your image will disappear from the listed attendees on the event detail.

If you have bought tickets, this is a little more complex and the answer depends on the event itself.  See the Concierge for help in this instance.

Aha, you've found one of our fantastic features.  We know you don't have time to waste so this icon is an 'express checkout' feature called QUICK BUY.

If you click on this icon from the store page, that item will be placed straight in your cart and you will be taken to the checkout page - skipping a few steps.  For simple product types such as books and gifts, this can save you a lot of time!

To see all the items available for quick buy, simply filter by quick by items in the left hand side of the store.

Yes, you can.  This is particularly helpful if you want to arrange catering or a bigger order.  Advance ordering is also a great way to guarantee you get what you want for breakfast or lunch, instead of having to settle for whatever is left in the bain marie by the time you arrive!

When you are placing an order, simply select ‘Later Date’ on the checkout screen and select a date & time in the future.

Keep in mind that the item can only be pre-ordered for times it is available.  Availability is usually visible on the product on the right hand side.  The concierge will contact you if there is any problems with an order that you place for a future date and time.

Yes, you can! We support all Apple & Android phones & tablets. 

We are working on an app, which will make this even easier.  Suggestions from users are very welcome.

Information and subscriptions to London Collective can all be fully controlled and managed by you, the user.  See below for how the site communication typically works.

All registered London Collective users automatically receive a weekly update from the site - with the latest news, events and offers.  If you would prefer not to receive these, you can simply change your subscription preferences by using the link at the bottom of any of these emails. You can unsubscribe from newsletters without affecting your actual user account and login.  

Some users prefer to get their site updates via twitter. Click the link in the site footer to follow us on twitter and receive updates that way.

If you post a comment on the community board, you will automatically receive subsequent replies and comments for that thread. These can be switched off in the subscriptions section of your My Account pages.

When you place an order or RSVP to an event, you will receive a confirmation email. These are a system email that cannot be switched off.

If you have comments or suggestions about our user communication, we would welcome them. Please contact the concierge to pass on this feedback.

Please contact the Concierge Team on conciergelh@hawaiian.com.au with your username and/or your first & last name. The Concierge Team will find you on our system and tell you which email address you used. 

I’m afraid we can’t see which password you are using. We do this to maximise security, but it also means we can’t send you the password.

Please use the ‘Forgot Password’ link on the front page and follow the prompts.  You will be sent a one-time only login link to the site via email and you can change your password then.

Simply select "Select a card for this purchase" under the Payment Method section on the Checkout Page and click on "New Card".

Once new details have been entered and the purchase processed, this new card will be available as an option on checkout.

Simply navigate to your My Account section on the top right corner of the page, click on Manage credit cards and click Delete button at the bottom of the page.

We don't store credit cards in our system. When you submit your card details, they are passed securely though to our payment gateway provider Stripe and stored in their PCI DSS compliant system.  

We have advanced SSL (Secure Socket Layer) encryption and authentication software in place to ensure that your credit card and account details remain secure.

Some general information about Stripe:

• Payment Card Industry Data Security Standard
  Stripe has been audited by a PCI-certified auditor and has the most stringent level of certification available.
• Encryption
  All card numbers are encrypted and decryption keys are stored on separate machines. None of Stripe's internal servers are able to obtain plaintext card numbers. Stripe's infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn't share any credentials with Stripe's primary services (API, website, etc.).
• Disclosure
  Stripe rapidly investigates all reported security issues. 

Stripe holds the highest level of PCI DSS accreditation.

We do this to make things easier for you. One of the most tedious elements of online shopping is entering your address and CC details. Through London Collective, you have access to a multitude of products from different suppliers - all with the convenience of a simple, seamless checkout.

Once you have entered your details once, you won't need to enter them again.

For your peace of mind, we don’t have access to your credit card details and they are not stored in our system or with your user account information.  They are stored securely with our payment gateway provider. For more information see our privacy policy.

Yes, you can. Simply go to ‘My Account’ in the top right corner and select ‘Account Information’. You can change the email address to anything you wish.

Go to ‘My Account’ in the top right corner and select ‘My Profile’. You can remove your current image and upload a new one.

Yes, you can. Simply go to ‘My Account’ in the top right corner and select ‘Account Information’.

Please note you have not been charged $1, this is a means for our payment gateway (Stripe) to authorise your bank. This $1 authorisation will be removed from your account anywhere between a few minutes to a couple of weeks.

We're afraid the system needs a credit card to process an order. If you are concerned about entering your credit card details, please refer to our terms and conditions.

You can view all your past purchases under the 'Purchases' tab of 'My Account'. A printable PDF is available if you need to provide a receipt of goods purchased for tax purposes.

If you require additional documentation, please don't hesitate to contact the concierge team on conciergelh@hawaiian.com.au and they'll do their best to accommodate your request.