Order Changes, Additions, Cancellations & Address Changes

Changes, Additions & Cancellations

Orders may be released to our warehouse fulfilment system shortly after they are placed. For this reason, once an order has been submitted we cannot guarantee that it can be changed, amended or cancelled before processing or dispatch.

This includes, but is not limited to, requests to add, remove, substitute or exchange products; change quantities, colours, sizes or variants; add additional items; remove individual items; partially cancel an order; change the delivery method; combine or separate orders; apply discounts, promotional codes or other adjustments after purchase; or otherwise modify an order after it has been placed.

If an order has already entered our warehouse fulfilment process, been packed, labelled or dispatched, we may be unable to stop or alter it even where the customer contacts us shortly after placing the order.

Where an order cannot be changed or cancelled before dispatch, eligible products may be returned after delivery in accordance with our Returns & Refunds Policy. Change-of-mind return conditions, return freight costs and any applicable restocking fees will apply.

Delivery Address Changes

Customers are responsible for checking that the delivery address entered at checkout is complete and correct before placing an order.

There is only a very limited opportunity to amend a delivery address after an order has been placed. Address change requests must be made as soon as possible; however, we cannot guarantee that a requested change can be completed before the order is processed, labelled or dispatched, regardless of how soon after placing the order the request is made.

Once shipping information has been transmitted to the carrier or the parcel has been dispatched, we may be unable to change the delivery address. Any redirection may then be subject to the carrier's systems, restrictions, approval and applicable fees. International shipments may also be subject to customs, postal and destination-country requirements that prevent or restrict address changes or redirection.

Wedding Superstore is not responsible for delivery issues resulting from incorrect or incomplete address information supplied by the customer, except to the extent required by the Australian Consumer Law.

Australian Consumer Law

Nothing in this section limits any cancellation, refund, replacement or other remedy a customer may be entitled to under the Australian Consumer Law.

Authority to Leave (ATL)

Delivery Address Changes

Customers are responsible for checking that the delivery address entered at checkout is complete and correct before placing an order.

There is only a very limited opportunity to amend a delivery address after an order has been placed. Address change requests must be made as soon as possible; however, we cannot guarantee that a requested change can be completed before the order is processed, labelled or dispatched.

Once shipping information has been transmitted to the carrier or the parcel has been dispatched, we may be unable to change the delivery address. Any redirection may then be subject to the carrier's systems, restrictions, approval and applicable fees.

Wedding Superstore is not responsible for delivery issues resulting from incorrect or incomplete address information supplied by the customer, except to the extent required by the Australian Consumer Law.

Dispatch & Delivery Timeframes

All dispatch and delivery timeframes provided on our website, at checkout, or by customer service are estimates only and are provided as a guide.

While we make every effort to dispatch orders within the stated timeframe, delays may occur due to operational requirements, peak periods, carrier delays, public holidays, weather events, address issues, access issues or circumstances outside our control.

Once an order has been collected by the carrier, delivery timeframes are outside our direct control. We will assist customers with carrier enquiries where appropriate, however delivery dates remain estimates unless expressly agreed in writing.

Nothing in this clause limits rights available under the Australian Consumer Law where goods are not supplied within an agreed or reasonable timeframe.

Event Dates

Customers are responsible for ensuring there is sufficient time between placing an order and the date of their event.

We strongly recommend ordering well in advance to allow for dispatch, transit, possible carrier delays, split deliveries and any unforeseen issues.

We are not liable for event losses, hire costs, replacement purchases or other consequential losses arising from late delivery where dispatch occurred within our stated timeframe and no guaranteed delivery date was expressly agreed in writing.

Delayed, Missing or Delivered Parcels

Parcels showing as delivered

If tracking shows your order has been delivered but you have not received it, please notify us as soon as reasonably possible, and preferably within 5 business days of the recorded delivery date, so that we can investigate with the carrier.

Where a parcel is recorded as delivered but cannot be located, or there is a concern that it may have been delivered to an incorrect address, we may need to conduct an investigation before determining the appropriate resolution.

This investigation may include reviewing carrier tracking information, delivery scans, GPS data, proof-of-delivery photographs, delivery instructions and other information available from the carrier. We may also request reasonable information from the customer, such as photographs, security footage, confirmation of the delivery location, or confirmation from household members, neighbours, building managers or reception staff.

Parcels missing in transit

If your parcel has not arrived within the estimated delivery window, please notify us as soon as reasonably possible so that we can initiate an investigation with the carrier.

Carrier investigations may take time, particularly for bulky freight, multi-parcel shipments, regional deliveries or depot transfers.

Carrier Investigations & Resolution

Where a delivery issue requires investigation by the carrier, we may need to await the carrier's findings and supporting delivery information before we can determine the appropriate resolution. This may apply to parcels that are missing in transit, recorded as delivered but not received, delivered to an incorrect address, damaged in transit, or otherwise subject to a delivery dispute.

Carrier investigations may include reviewing tracking scans, GPS data, proof of delivery, depot records, driver information or other delivery records. We will follow up with the carrier as appropriate and ask customers to allow a reasonable opportunity for the investigation to be undertaken and the relevant delivery information obtained.

The carrier's findings form part of our assessment of the claim. Once sufficient information is available, Wedding Superstore will determine the appropriate resolution based on the circumstances and the customer's rights under the Australian Consumer Law.

Australian Consumer Law

Nothing in this section excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Multi-Parcel Shipments

Large, bulky or mixed orders may be dispatched in multiple cartons. These cartons may travel separately and may arrive on different days depending on carrier handling and routing.

Tracking details will be provided where available. If only part of your order arrives, please check all tracking numbers before contacting us.

Return to Sender Parcels

This section applies where freight is returned to us by the carrier, including but not limited to:

• Incorrect, incomplete or inaccurate delivery details provided at checkout
• Failure to include sufficient delivery information, such as a required business name
• Failure to collect parcels from post offices, parcel lockers, newsagents or carrier depots within the required timeframe
• Claims of not receiving collection or delivery notifications
• Access issues, unsafe delivery locations or failed delivery attempts

Carriers may charge return-to-sender fees per parcel. Where these charges are caused by customer-provided delivery details, failed collection, access issues or other customer-related delivery issues, these costs may be passed on to the customer.

Re-dispatch will not occur until applicable return and re-shipping fees have been paid.

Returns & Restocking Fees

Approved returns may incur a restocking fee of up to 10% of the product value. This fee assists with administration costs, merchant facility charges, payment processing fees and warehouse handling costs associated with inspecting and returning items to stock.

Restocking fees are applied at our discretion, depending on the nature, timing and condition of the returned goods.

Restocking fees do not apply where a customer is entitled to a remedy under the Australian Consumer Law for a product failure, incorrect item, or other issue covered by consumer guarantees.

Colour & Batch Variation

Dye batches and production runs may vary slightly between shipments. Minor variations in colour, finish, stitching, sizing within industry tolerances, or packaging are not considered faults.

These variations may affect fabric, ribbon, floral, decorative and event styling items. Customers requiring exact colour matching should contact us before ordering, particularly for repeat orders or large event quantities.

Reporting Missing, Damaged or Incorrect Items

Customers should report missing, damaged or incorrect items as soon as reasonably possible, and preferably within 2 business days of receiving the parcel, so that we can promptly investigate with the carrier or warehouse team.

A delay in reporting may affect our ability to investigate or recover costs from a carrier, but does not remove any rights a customer may have under the Australian Consumer Law.

Photo Evidence & Claim Assessment

We may request clear photographs, packaging images, delivery photos or other reasonable information to assess a claim relating to damage, missing items, incorrect items or delivery disputes.

If requested information is not provided, this may delay our assessment or limit our ability to investigate the claim with the carrier.

Where items are damaged, customers should retain the goods and packaging until the claim has been assessed, as carriers may require inspection or collection.

Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantees, rights or remedies that cannot be excluded under the Australian Consumer Law.

Where a product or service fails to meet a consumer guarantee, customers may be entitled to a remedy depending on the circumstances.

Missing, Incorrect, Damaged Items & Order Errors

If an item is missing, supplied incorrectly, damaged, or affected by a packing or order-processing error, please notify us as soon as reasonably possible so that we can assess the issue.

Where a refund is the appropriate remedy, the refund will be issued for the affected item(s) and any applicable amount required under the Australian Consumer Law.

We do not routinely resend or replace individual items from an order, and we do not provide store credit, future postage credits or free shipping on a subsequent order in place of a refund.

This applies even where the affected item formed part of a larger order, set-up or event requirement and the customer required all items together. If the customer still requires an item after a refund has been issued, a new order may need to be placed and the delivery charges applicable to that new order will apply.

Assessment of Claims

We may review warehouse records, packing information, packing-area CCTV footage, parcel weights, photographs or other relevant information when assessing reports of missing, incorrect or damaged items. We may also request photographs of the items received and the original packaging where reasonably required to assess the claim.

Australian Consumer Law

Nothing in this section excludes, restricts or modifies any rights or remedies available to customers under the Australian Consumer Law.