Wedding Superstore - Frequently Asked Questions

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

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

Our warehouse is located at Maroochydore and our showroom address is below for you

Shop 4, 18 Blackall St (At end of arcade between post office and real estate)

Woombye

QLD 4556

 

  • Do you have a showroom?

Our warehouse is not open to the public however our showroom opens on weekdays. Our showroom opening hours can change as they are seasonally based on demand. We always advise you to check our showroom information page to ensure are open before you travel. 

 

  • What is the best way to contact you?

As we are an internet based business we handle all communication via email and live chat, we no longer offer a phone support option. Our customer service operates between the hours of 8am - 2pm, however, these hours are extended during peak season.

We have numerous methods of contact our customer service team
Live Chat on the lower right-hand side of our website 
Contact us form on our Website http://wholesaleweddingsuperstore.neto.com.au/contact-us
Email: sales@wholesaleweddingsuperstore.com.au 

 

How to Contact us:

  • If you have a pre-purchase product enquiry: Please email us any of the above methods to contact us
  • If you needing urgent dispatch on an order: Please ensure your order is placed by 8 am and express post if chosen as the postage option. Our warehouse staff will then aim to dispatch that same day for you.
  • There is an issue with an order you received or your order has not arrived: Please contact us via email for all post-sale issues, our sales staff will be able to help you quickly by this method of contact. 
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 depending on your location. Below is guided 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 below. 

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

  • How does your shipping service work?

We use courier services and Australia Post to deliver 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 whereas 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 th 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 from postcode 4556 Kunda Park 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 an item to those addresses. Our site will then calculate postage on all of the addresses

  • Do you have a pickup service?

              We  do not offer a pickup or in-store shopping option

  • Do you deliver to P.O. Boxes?

We offer Australia Post as an option PO Box delivery. Couriers Please, TNT and Sendle 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.

         We state a delivery time at checkout which is the time it takes the parcel to reach your own country. Delivery times may vary greatly due to customs intervention.  We cannot be held responsible or refund on the delay caused by customs delays in your own country.

         Customs departments in your own country may charge a processing fee, tax and import duties. These are not included in the postage price of your order.

          We do not offer an insured service for loss or damage to international locations, we do not recommend fragile items be shipped outside of Australia.

 

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 dates 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 back ordered 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 or live chat. 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 or your wish list. Any items in your cart will stay there for the next time you log in.

  • Can I order via email, phone etc?

I am sorry but we are an internet based business and we do not have a system for processing phone orders

  • How do I update my details?

You will need to log into your account on our website and choose 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 a 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 are 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 placed?

Once an order has been confirmed and paid for we may be unable to make any changes to the order as the orders automatically print to our warehouse for picking once they enter our system. If we are able to cancel that order for you an administration charge will be deducted from your refund to cover administration charges and any credit card processing fees applied for the initial payment and the refund. Orders under $100 a $5ex GST charge will be applied, orders over $100 a $10 ex GST charge will be applied.

  • Can I change an order I have placed?

Once an order has been confirmed and paid for we are unable to make any changes to the order as the orders automatically print to our warehouse for picking once they enter our system.

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

Our stock is constantly expanding and being replaced with new lines. If the items are 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 giftware industry we will not accept your 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 their 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 giftware industries. Please complete our wholesale application for consideration for a wholesale account

  • Goods & Services Tax (GST) Pricing

As we are a 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:

  • Clearance lines, factory seconds, items in our sale category, veils, jewellery. 
  • Some designs in our Silk Flowers & Bouquets range
  • Fragile items such as vases, glassware, ceramics, mirrors, metal vases, wax candles and charger plates
  • Any product that has restrictions stated in the description about returns, eg must not have the packaging opened. These will be returned to you if they do not meet the terms stated.
  • Items dispatched in satchels. Refunds will only be accepted for soft none breakable items such as linen products
  • Special Order Items such as - stock/sizes/colours we do not normally sell or bulk orders of items we do stock that require us to place a special order with our factory. 
  • Digitally delivered products 

 

  • 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 damaged glassware

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

  1. General goods are fully covered against loss or damage in transit and a refund will be provided should there be evidence of loss in transit or photographic evidence of damage to items the order.
  2. Fragile items are NOT covered by our general goods cover for loss or damage in transit. We highly recommend that should your order include fragile items that you take out the additional flat rate fee to cover those items against damage in transit. Fragile items include but are not limited to glassware, charger plates, mirror bases, vases & wax candles.

     Should you have taken out our insurance cover for your fragile goods and require to make a claim for fragile items damaged we request you contact us via email. In the email please state your order number and provide a photograph of all damaged item clearly showing the damage and qty of items involved in the one photograph. A photograph of all the bases of damaged glassware etc is sufficient. No insurance = No Cover for any damage

  3. All claims for damage on general goods or insured fragile items are closed by way of a refund of monies paid for the items that are damaged.

  • 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 is not available for a 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 your 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


                                                                     

Other Useful Information:

 

MANUFACTURING TOLERANCES

Our products are all man-made as a result all measurements displayed on this site are approx only. There is an allowance for up to a 5% manufacturing tolerance in all displayed sizes.

COLOURS AND DYE BATCHES

Please remember we try our best to ensure photos provide an accurate representation of the colour of an item however different dye batches, different factory dye batches across different products, screen resolutions, camera setting and lighting can change the shade of an item in the picture.

We always recommend purchasing the entire amount of coloured items in one go as if you come back to purchase more there is the possibility they are a new batch and may vary slightly in colour.

Photographic Representation of Products:

We strive to ensure that our products are described as accurately as possible on our website, however, we do not warrant that the description is accurate. Where we become aware of any misdescription, we reserve the right to correct any error or omission.

 Images have been provided for illustrative purposes only and we do not guarantee that any image will reproduce in true colour nor that any given image will reflect or portray the full design or options relating to that product.