Answers to your questions!

Sales Enquires

As of 2019, WWS has been in business 20 years. We started in the Western Suburbs of Brisbane but moved our warehouse to the Sunshine Coast in 2012. We currently operate out of a 2000m2 warehouse located in the Sunshine Coast Hinterland and have 18 staff members based both here in Australia and in China.  

We do not currently offer phone support, however, we do offer prompt email support. There are a few reasons we do this. We found when we used to offer phone support the enquiries received could be quite time consuming and also the person taking the call may not have been able to assist you fully with your enquiry causing a ticket to be raised. By using email and live chat we can prioritise your enquiries and have the correct member of our team get back in touch with you giving you the correct information the first time. Our support team work remotely from all over Australia and our ticket system allows seamless transition across staff members for your enquires, this method of business helps us keep our operating costs down and then we can pass on the discounts into our pricing

 

We are an online retailer and the best method to contact us is via online methods such as email and live chat, our internet support staff have quick access to all orders and direct access to the delivery companies to lodge missing parcel reports etc.

We do not currently offer phone support, however, we do offer prompt email support. There are a few reasons we do this. We found when we used to offer phone support the enquiries received could be quite time consuming and also the person taking the call may not have been able to assist you fully with your enquiry causing a ticket to be raised. By using email and live chat we can prioritise your enquiries and have the correct member of our team get back in touch with you giving you the correct information the first time. Our support team work remotely from all over Australia and our ticket system allows seamless transition across staff members for your enquires, this method of business helps us keep our operating costs down and then we can pass on the discounts into our pricing. 

 

 

 

Unfortunately, we do not offer a pickup option from our warehouse

I am sorry but we are an internet based business and we do not have a system for processing phone orders. If you are local you may come into our showroom and order direct from there.

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. Stock quantities vary if the quantity is not available that you require an error will show on the shopping cart page

Being an importer it can be hard to give accurate eta's for items until they left our factories.  Some items sell out very quickly once they arrive and could be up to 12 weeks to arrive back into stock. If we do have an approx. ETA this will show in place of the add to cart button. 

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

All prices for sales within Australia will include GST and a formal tax invoice is issued as soon as you submit your order to us. If you are purchasing from overseas GST is not included in your invoice as long as the shipping address is outside of Australia

Contact needs to be made with us within 72hrs 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

Payment Information

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)

In additional we also have Afterpay and Zippay which are buy now pay later style options. To view detailed information for these methods please click here

At the moment we do not offer layby however we are in the process of searching for a solution to offering a layby service

Shipping Information

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. 

Yes, we offer various methods of express and overnight postage. The delivery time will vary depending on your location. Our shipping calculator will give you more of an idea on the time for our express services

Once we dispatch your order from our warehouse delivery times will vary depending on your location. Below is guided to postage times from Australia Post once the order has left our warehouse, these time may vary especially during the busy Christmas period

  •   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 by clicking here
  • Alternatively, you would have been emailed a dispatch notice, shipping notification and may also email updates from the carrier in regards to your parcel. These will all have the carrier and tracking number so you can follow the progress of the deliver

 

 

 

We offer Australia Post as the only option PO Box, parcel lockers etc.

Couriers Please, TNT and Sendle are not permitted deliver to a PO Box. Please bear in mind in some case Australia Post are more expensive than the courier companies so if you choose to use a PO Box you may not be getting the best priced freight we can offer

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.

A delivery time is stated at checkout which is the time it takes the parcel to reach your own country after we have dispatched the order from our warehouse. 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.

99% of orders are posted within 24hrs of receiving your payment. The only exception is sometimes during peak season, Christmas and Easter. If we are not meeting our 24hr dispatch times a note will be placed on the top of our website to advise the current dispatch times

Large bulky multiple box orders or oversized items such as arches may take up to 48hrs after receiving payment to leavewarehouseehous. 

Sorry we no longer offer order pickups

We are not able to facilitate other courier companies picking up the order. Each carrier has different requirements in regards to labelling requirements, package dimensions and pickup times and we have found this too hard to be a tedious and time-consuming process in the past.

Returns

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 

Contact needs to be made with us within 72hrs of receiving your order by either email or live chat so we work with you on a solution to the problem. Please be aware that 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

Backorders

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.

Order Cancellations, Edits & Changes

Please order carefully as once an order has been confirmed and paid we may not able to cancel that if the order has already progressed through our warehouse. 

If are able to process a cancellation for you 10% restocking and administration fee will be applied prior to your refund to cover any payment provider fees and the administration charges associated with the cancellation

Please order carefully as once an order has been confirmed and paid we are not able to be changed in any way.  

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