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 not open to the public (including wholesale customers) for instore shopping, customer service or product viewing. All orders must be placed on line. 

Our warehouse packs and dispatches orders between the hours of 6am and 2pm Monday to Friday, order cutoff for same day postage is 8am. Our customer service hours are Listed below.

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

 

  • Do you have a showroom?

No Sorry we do not have a showroom or offer any form of customer service from our warehouse facility in person

  • 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.

 

How to Contact us:

  • If you have a pre-purchase product enquiry: Please email us or call us on  07 5445 1042 and our warehouse staff will do the best they can to help you with your enquiry. I they are not able to help them may ask you to email our sales department for more information. If you are emailing please ensure you include all information in the email we need then we do not need to come back to you for information as that could slow things down.
  • If you needing urgent dispatch on an order: Please call us (do not email) on  07 5445 1042 and our warehouse staff will advise if that is possible. Please be aware express post and urgent mail is collected from our warehouse at around 11.30 each day, this enables it to travel down to Brisbane in the afternoon to be sorted with Brisbanes evening mail. It may not always be possible to process your order urgently as at certain times of year there are a lot off urgent orders. We ask that you do not take out your frustration on our warehouse staff if they are unable to accomodate your request. It is always best to get your orders in early just in case there are any delays in our warehouse or in transit to 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. Please call or email to request to speak to sales or ask that that phone you as these post sale issue need to be handled via email only. ​
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 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 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?

 

  • 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.

         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 delay caused by customs delays in your own country.

         Customs departments in your own country may charge a process 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 damaged 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 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?

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 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?

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.

  • Can I change an order I have place?

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 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
  • Silk Flowers & Bouquets
  • Clearance lines, factory seconds, items in our sale category, veils, jewellery.
  • Fragile items such as vases, glassware, ceramics, mirrors, metal vases, wax candles and charger plates
  • 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