Frequently Asked Questions
Delunas Wholesale welcomes your questions and feedback. Feel free to contact us on 03 9020 0168 or email support@delunas.com.au or the fastest answer, read our frequently asked questions below. Do you have a shopfront I can visit to view your products?
Delunas Wholesale is an online store where orders are accepted 7 days a week!
ORDERING
What are my payment options?
Delunas Wholesale accepts Visa and MasterCard credit card payments. We also accept direct deposit. Please note that orders will not be processed until payment has cleared, so paying by direct deposit may delay your order by several days.
What currency are the prices on the Delunas Wholesale website?
All prices listed on Delunas Wholesale's website are quoted in Australian Dollars.
Will I be charged GST?
All prices on the Delunas Wholesale website include GST for Australian residents. For international orders, GST will not be applied.
Are online transactions secure?
Delunas Wholesale assures that all transactions conducted online are completely secure. Our website uses secure socket layer (SSL) certified to encrypt all of your personal information. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records. If you are concerned about paying for your order over the internet, you can contact Delunas Wholesale to pay over the phone.
Can I order by phone? Orders can be placed over the phone by calling Delunas Wholesale's on 03 9020 0168. One of our friendly and helpful customer care representatives can assist you with your order. Our customer care representatives are available to assist you Monday - Friday (9:00 am - 5:30 pm ).
Do you have a printed catalogue? Delunas Wholesale does not have a printed catalogue that can be sent in the mail. We do however maintain our product catalogue on our website, so we ask that you browse the website to view our products in detail.
How do I know if the products I want to order are in stock? Delunas Wholesale strives to keep all items in stock in quantities to meet your requirements; however like with all retail businesses, some items will sometimes run low, be discontinued without the knowledge of Delunas Wholesale or be backordered by our supplier. If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you immediately to let you know and provide you with the option to replace or refund your order. Items on our website listed as "Available" are to the best of our knowledge, available to ship to you within the advertised timeframe. If you have any questions about this, please email us at support@delunas.com.au or call us on 03 9020 0168
Will I receive a confirmation of my order? You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing our nominated Courier or Australia Post delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address.
SHIPPING How long does it take to receive my order?
Between 2-5 working days to dispatch unless stated otherwise. Each product in our online store lists the current timing and availability, so please use this as your guide. If you need a super fast delivery, please call us on 03 9020 0168
How do I check the status of my order?
To check on the status on your order, please call us on 03 9020 0168 or send us an email at support@delunas.com.au. You will be asked to quote your order number and billing email address to retrieve the status of your order.
What are my shipping options?
Delunas Wholesale uses Australia Post for its deliveries. These courier services ensure the security of your items, fast delivery and quality of service. Will I receive a shipment confirmation?
Once your order has been processed and is ready to ship, you will receive and email containing a Nominated Courier or Australia Post tracking number(s) which will allow you track your order on the Nominated Courier or Australia Post website. Some items ship separately and you may receive multiple emails with more than one tracking number.
Can I rush my order?
Absolutely! Unless stated otherwise, we can rush your order for a $20 rush fee. If you need your items more urgently than the advertised timeframes , please call us on 03 9020 0168 to discuss whether your order can be expedited.
Do I have to sign for the delivery? Delunas Wholesale strongly recommends you request a signature when your items are delivered; however we offer you the opportunity to have your parcel left by our courier if you are not home to receive the goods. Please note that if you request your parcel to be left, Delunas Wholesale takes no responsibility for the parcel being lost or stolen. Please write any instructions for the courier in the comments box at checkout.
I wasn't there to sign for the delivery. Can it be resent?
Delunas Wholesale's delivery charge covers the courier delivering to the shipping address you gave us one time only, or leaving the parcel if you requested this. Our courier charges us the same fee every time we have to have the parcel resent to your address, so we think it's only fair that if you didn't give us instructions to leave the parcel or you weren't at the address provided, we will need to organise a small redelivery fee which covers our costs. Alternatively, you can collect your parcel from your local Nominated Courier or Australia Post office.
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RETURNS AND EXCHANGES What is your refund and exchange policy? Our business is based on the quality of the products we sell and the reputation we've earned. Delunas Wholesale's 100% Satisfaction Guarantee means you never have to worry when you order from us. If for any reason you're not happy with anything you buy from us simply return it within 30 days of receipt of the product for a prompt exchange or credit to be used in our store within 12 months (your choice). No hassles, just great customer service - the kind you would expect from the very best companies. Shipping charges are only refundable if:
• We made an error on your order • There is damage to your order in shipping Our generous return policy does not apply to items returned after your event date, items that cannot be returned for hygiene reasons (including underwear, earrings and swimwear) or personalised items. Returns policy does not apply to sale items. Items purchased at sale prices cannot be exchanged or refunded. A restocking fee may be charged at our discretion. We will communicate any charges with you. If you have purchased the wrong size or colour, or you are not entirely happy with your purchase, Delunas Wholesale will offer an exchange or credit note to the value of the items purchased, under the following conditions:
• Please let us know if you want to return your items within 5 days of receipt of your package. • The product(s) must be as new (unused and undamaged) and with their original packaging intact. To organise an exchange or credit note, email support@delunas.com.au with the following details: Your Name, Order Number, Product Name/Code, Reason for exchange. For our full refund and exchange policy, please see our terms and conditions . What happens with damaged, missing or defective products? All claims for damaged, defective or missing product(s) must be filed with Delunas Wholesale within 5 days of receiving your order. Please call our customer service department at 03 9020 0168 to initiate a claim. Can I cancel or change my order? Our order processing team is really fast - which is the service you would expect! However, if we have not yet processed your order, you can make alterations. If we have processed your order, we ask that you place a new order. Orders can be cancelled if the Delunas Wholesale warehouse has not processed your order. If you have any questions about this, please email us at support@delunas.com.auor call us on 03 9020 0168
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CONTACTING US
How do I provide general feedback?
We would love to hear from you! We are constantly trying to improve our customers' experiences and would greatly appreciate any feedback you can provide, both good and bad. Please email support@delunas.com.au. You can also leave feedback on each of our products by visiting our product pages and leaving a rating and comment for others to read about your experiences. I am a vendor. How do I submit my products for review?
We are constantly looking for unique products to add to our selection. Vendors who are interested in submitting product samples to Delunas Wholesale for consideration are encouraged to email product images and pricing information to support@delunas.com.au.
For customer service and order related communication, please contact us during business hours (Monday - Friday 9am -57pm) on 03 9020 0168 or email us on support@delunas.com.au
