Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately we cannot cancel an order once invoiced and dispatched due to a change of mind, please contact our customer service team once goods received and a return can be arranged. Please note surcharges will apply for orders cancelled after invoice.
However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Wholesale Account Queries
I am a wholesaler, but I can’t see my wholesale prices.
I am a wholesaler, but I can’t see my wholesale prices.
You must be logged in to see your company’s wholesale prices. Login via the link in your invitation email, click on the login icon in the top right of the screen or register for wholesale HERE.
How do I login to my wholesale account?
How do I login to my wholesale account?
Existing Online Account Holders
If you are registered to shop online with us, you will have received an invitation with a link to the OWNER EMAIL of your account.
If you would like to shop with a different email, please select the account icon in the top right-hand corner of the page and follow the login prompts. Our customer service team will then receive the notification and link your email to your account.
This is a manual process as we need to verify you have permission to shop on behalf of the wholesale business.
Customers Not Yet registered To Shop Online
If you are not registered to shop online with us, you will need to fill out the form here to REGISTER FOR WHOLESALE. Our team will process your application in a timely manner and contact you with the outcome of your account application.
Once accounts are approved you will be sent an invitation and then be able to login and shop the store with wholesale prices.
How do I add team members to my wholesale account?
How do I add team members to my wholesale account?
Your Charles Parsons Interiors invitation will have been sent to the account “owner” email in our system. However, you are welcome to have multiple team members shop online as representatives of your company, they will simply need to be linked to your account by our team.
To do this they will need to login by going to our website and select the account icon in the top right-hand corner. Follow the login prompts. We will then link the new email address to the main account and send a confirmation email once this has occurred. When your email account has been linked your team member will be able to login and see your wholesale prices and place orders on behalf of your company.
If you have a large number of team members you wish to use the website, please provide our customer service with a list of these emails to speed up the linking process.
It is important to note that this is a manual process, undertaken during business hours, as we will need to verify these individuals have permission to shop on the account holder’s behalf.
We cannot register the emails for you, each individual needs to undertake the above login process themselves as they need to provide the 6-digit verification code to complete the registration process.
Please contact our Customer Service team should you require further clarification or assistance.
Australia: 1300 306 316 or sales@charlesparsons.com.au. New Zealand 0800 651 112 or interiors@charlesparsons.co.nz
Why am I sent the 6 digit verification code every time I login?
Why am I sent the 6 digit verification code every time I login?
This is the equivalent of your password and a much more secure form of login than the traditional password.
Most individuals re-use passwords and due to the increasing occurrence of data breaches worldwide, onetime 6 digit codes are a much safer and easier form of verification to protect your data and your payment information.
Please understand this cannot be changed or turned off.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
I am a wholesale account holder. How do I update my delivery address?
I am a wholesale account holder. How do I update my delivery address?
To update your delivery address you can select the account icon in the top right-hand corner to take you to your dashboard, then select the address from the drop-down menu. You can also select your desired address from the dropdown menu when you first login and set up your account.
If you encounter any problems or are unable to access the delivery dropdown menu please contact our customer service team for further assistance.
Australia: 1300 306 316 or sales@charlesparsons.com.au.
New Zealand 0800 651 112 or interiors@charlesparsons.co.nz