FAQ's



Wholesale Wedding SuperStore ®  
Basic Information 
  • Where are you located? 

We are located on the Beautiful Sunshine Coast and hour north of Brisbane. 

93 Enterprise St 

Kunda Park

QLD 4556

 

 

  • What are your opening hours?

 

Because we are a warehouse facility not a retail shop we are setup to process our internet orders and as a priority and as a result we do not have dedicated staff in our warehouse to offer the retail shop service. However in saying that if you wish to come in an look around and make purchases you are more than welcome during the the times listed below. Please note that as we are a warehouse children under the age of 12 are not permitted inside for safety reason.

Our warehouse packs and dispatches orders between the hours of 6am and 2pm Monday to Friday, order cutoff for same day postage is 11am. Our showroom and customer service hours are below.

  Email & Phone Support Showroom Hours
Monday 8am-2pm 10am-1pm
Tuesday 8am-2pm 10am-1pm
Wednesday 8am-2pm 10am-1pm
Thursday 8am-2pm 10am-1pm
Friday 8am-2pm 10am-1pm
Saturday Closed Closed
Sunday & Public Holidays Closed Closed
 

 

  • Do you have a showroom?

We do not have a showroom however you are more than welcome to visit out warehouse to look at items and make your purchase.  Please note however this is a working warehouse facilty and safety procedures are in place at all times. Children under 10 years are not permitted access to our facility, babies toddlers must be in a pram not walking or carried.

  • What is the best way to contact you?

We have numerous methods of contact our customer service team
Live Chat on the lower right hand side of our website
Phone: 07 3137 - 0747 between 9am - 2pm 
Contact us form on our Website http://wholesaleweddingsuperstore.neto.com.au/contact-us
Email: sales@wholesaleweddingsuperstore.com.au

Phone support:  is provided by our warehouse staff who are working the floor picking and packing orders. We have found our warehouse staff are the best ones to handle the majority of queries that come through which are for for urgent orders that need shipping same day &  product enquires.  Please do not take offense however if you call with an account enquiry, return or none product enquiry you will be directed to email us.

Email/Live Chat support is provided from 7am - 4pm Monday for Friday, due to the large volume of emails we do receive it can be up to 24hrs before we get back to you.

Order Shipping Information
  • How much is shipping?

Shipping is calculated on the total weight or volume of your order depending on what is greater. To receive a shipping quote please add your items to your cart and enter your postcode, various types of postage will be displayed with the costs. 

  • How long does delivery take?

Once we dispatch your order from our warehouse delivery times will vary dependent on your location. Below is guide to postage times.   

  •  
      Metro Regional
    QLD 1-2 Days 2-5 Days
    NSW 1-2 Days 3-6 Days
    Vic 2-3 Days 4-6 Days
    SA 3-4 Days 5-7 Days
    Tas 5-7 Days 8-10 Days
    WA 6-8 Days 8-10 Days
    NT 5-8 Days 8-10 Days
     
  • You can log into your account at any time to check your order status. Alternatively you can click on the link belowWhat is my order status?

https://wholesaleweddingsuperstore.neto.com.au/_myacct/#orders

  • How do your shipping service work?

We use courier services and Australia Post to delivery your order. Our courier is not an overnight service however they are faster into Capital cities than Aus Post.

Couriers Please is our preferred carrier, they have a faster response time - same day if things go wrong in transit where as Aus Post can take up to 10 days to get back to us for a missing parcel.

*Express Post - Standard warehouse processing times apply, in most cases this is 24hrs (with the exception of teh Christmas New Year Period and Public Holidays where it could be longer). We advise for express postage that you look on the Australia Post website for actual transit times to your destination as they may not always be overnight. Our Postcode is 4556 Kunda Park. We take no responsibility for Express Post shipments once they leave our warehouse that is up to Australia Post to deliver, compensation is not available as we are an Australia Post account customer if they do not deliver next day, this is in our contract with them

  • Do you deliver to multiple addresses from one order?

Yes we can. During checkout you will have the option to enter your delivery addresses and add item to those addresses. Our site will then calculate postage on all of the addresses

  • Do you have a pickup service?

Pickups for website orders are no longer available however our warehouse is open to the public and you are more than welcome to come in and shop for your items then pay at checkout.

  • Do you deliver to P.O. Boxes?

We offer Australia Post as an option PO Box delivery. Couriers Please will not deliver to a PO Box

  • International Purchases
    If you are an international purchaser, GST will not be applied to your invoice. We ship to most countries with the exception of the USA, Canada and some African countries. Import Duties are not included in your order costs. Delivery times may vary due to customs intervention. 

Backorders

  • Do you backorder?

From time to time when we have an  estimated arrival dates we will put popular products into our website on a preorder basis. These date are actually only estimates based on the date our shipping container is booked in to leave our factories. Along the way sometime things will happen that will delay the shipment arriving. By purchasing using our preorder system you are agreeing to this and we cannot be liable for goods not arriving in time for your event.

 With these items we request that you place a separate order for them and not combine the backordered items on a regular order as freight charges will need to be paid on those items once they arrive. If you do not separate your backorder there will be in a delay in getting the items to you as we will have to contact you for the additional postage payment.

 

General Sales Enquiries

  • How do I contact a sales representatives?

As WWS is an online business we do not employ sales reps. You can contact us via email, live chat and we also offer basic phone support. Any complicated matters will be directed to email or our resolution centre for management.

  • Do Items stay in my cart after I leave the site?

If you are just browsing and like an item you can add those to your cart of wish list. Any items in your cart will stay there for the next time you log in.

  • Can I order via email, phone etc?

Yes you can contact us to order via email or phone however in doing so a surcharge will be added to your invoice and any website specials will not apply to phone or email order. A manual order processing charge of $10 will be applied to all orders under $100 this is a non negotiable charge for manual invoicing.

  • How do I update my details?

You will need to log into your account on our website and choose the my account button to update and manage your contact details.

  • How can I tell if an item is in stock?

If an item is in stock the add to cart button will be available on that product. If a product is out of stock the add to cart button will be replaced with an out of stock button

  • When will the item I want be back in stock?

Some items may have an approx. ETA date listing instead of an add to cart. If we do not have an clear date or have not updated that information please send us an email. However as we do order via container from China stock can take a while to arrive

  • The item I want is not on the website now?

Our stock is constantly expanding and being replaced with new lines. If the items is no longer on our site it means we are out of stock of that item and are not restocking at this stage

 

  • Can I cancel an order I have place?

A 10% Surcharge is applied for any orders which a customer requests to be canceled after a payment has been received

  • Can I change an order I have place?

A 10% Surcharge is applied for any orders needing changes to be made. Changes cannot be made after the order is marked as pack

  • The item I want is not on the website now?

Our stock is constantly expanding and being replaced with new lines. If the items is no longer on our site it means we are out of stock of that item and are not restocking at this stage

  • There is now a special offer can this be applied to my order?

Very sorry these special offers are only valid from the time the notification email is sent until the end date/time on the email. We cannot apply the discount outside of those times

Wholesale Enquiries

  • How do I create a Wholesale Account?

To create a wholesale account please ensure that you have a Valid ABN and have a fully registered business recorded with ASIC. We accept applications from Sole Traders, Partnerships, PTY LTD companies as long as you are not trading in your own name and can provide an ABN and Registered trading name

https://wholesaleweddingsuperstore.neto.com.au/_myacct/wholesaleregister

If you are trading in your own name or your business is not part of the wedding, event or gift ware industry we will not accept you application for discounted wholesale pricing. You will need to place orders via our discounted retail pricing on the website instead. eg: Your husband is an electrician and you sign  up for wholesale with his ABN and trading name we will not accept that.

  • How long before my wholesale account is approved to purchase?

We require up to 48hrs to check your ABN and business name registration before we approve your application. An email will be sent to you once the account is approved

Pricing Information

  • What are retail prices?

Retail prices are for customers who do not have a fully registered business or have an ABN but trading in there own name

  • What are wholesale prices?

Wholesale pricing is available to fully registered business with an ABN that are trading within the wedding, event or gift ware industries. Please complete our wholesale application for consideration for a wholesale account

  • Goods & Services Tax (GST) Pricing

As we are an wholesale company all prices on our website are in $AU and are exclusive of GST.  GST at the moment is charged at a rate of 10% during checkout

Returns & Exchanges

  • Return policy

We offer a 30 day peace of mind return policy. Please review our returns page for further information. Restocking Fees do apply for all change of mind returns

We are unable to accept returns/refunds on the following:

  • Items dispatched in satchels , satchels are only suitable for items made from fabric
  • Clearance lines, factory seconds, items in our sale category, veils, jewellery, fragile items such as vases, glassware, ceramic, mirrors, wax candles and LED lights supplied with batteries
  • Digitally delivered products

We do not under any circumstance accept any of the above noted items back for return if you change you mind.

  • I have received a faulty item

Contact needs to be made with us within 24hrs of receiving  your order by email. Refunds will be issued for the item we do not resend these out, this is none negotiable. Please review our returns page for more information

  • I have received an incorrect item in my order

Contact needs to be made with us within 24hrs of receiving  your order by email. Refunds will be issued for the item we do not resend these out, this is none negotiable. Please review our returns page for more information.

  • I have received daamged glasswear

PLEASE NOTE: All orders are supplied FOB, once the order leaves our warehouse no responsibility is taken for any loss or damage. 
We offer both insured and uninsured freight options for general & fragile items

Freight Insurance

Cover is available at checkout for total/partial loss of your order and also damage to general or fragile goods in transit. Without the insurance all packaged posted are the responsibility of the purchaser from the moment they leave our warehouse.

  1. If you order FRAGILE ITEMS and you do select our insured method of postage your order will be sent and is your responsibility from the time it leaves our warehouse. Claims for damage or loss will be not available to you.
  2. If you choose our insured service, a signature on delivery is require.
  3. There is a $10 excess per claim
  4. We do require full photographic evidence of any damage. We must receive one photograph showing all damaged bases in the one photo. If multiple styles are purchased one photograph showing all the same damaged vases, then another for a different design is required.  If you cannot provide a photograph your insurance is void as we cannot submit a claim without evidence.
  5. A refund**** will be provided for the damaged item.

**** The insurance cover provided will cover the cost paid for the lost or damaged item. The cover is provided by way of a refund on the cost paid for the damaged/lost items. Cover is not provided for repostage fees or any for of personal compensation and out of pocket expenses.

  • An item is missing from my order

Contact needs to be made with us within 24hrs of receiving  your order by email. Refunds will be issued for the item we do not resend these out, this is none negotiable. Please review our returns page for more information

  • Can I return sale, seconds or clearance items?

Sale items cannot be returned unless they are not as described, damaged or not suitable for the intended usage of the items. Clearance & Seconds stock are not available for refund unless the damage greater than stated or the items are damaged during delivery

Payment Enquiries

  • Do you have a minimum order?

We do not have a minimum order

  • Are there any handling fees or charges?

We do not charge a handling fee on any order. Our freight is calculated accurately by our dedicated freight server based on the cubic or dead weight of you order depending on what is greater.

  • What payment methods do you accept?

We will happily accept the following as payment methods:
• Visa
• MasterCard
• PayPal
• Bank Transfer (please ensure you have your return bank account details loaded in your website account to ease in the efficiency of refunds)

  • When will I be charged?

If you choose PayPal or credit card to enable the order to be placed on our system you are giving authority when you submit the order for access to your accounts at that point for the instant payment to be removed. We do not at any point after you have placed the order access your accounts to remove funds.
If an order is out of stock when we come to pack your order we will let you know and refund you via your initial payment method