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.
Using the Website
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. If you have an online shopping account with us you can login via the account icon in the top right hand of the page.
If you do not have an online shopping account with us please see item "How do I register to shop online" below.
How do I login to my wholesale account?
How do I login to my wholesale account?
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.
Simply click the link in the email or select the Login icon in the top-right corner of the homepage. Enter your email address, then use the 6-digit one-time code sent to your email to securely sign in.
Once logged in, you'll be able to access your wholesale pricing, place orders online, and manage your account
details.
Note: Instead of a password, we use a secure one-time verification code. A new code is generated each time you log in, providing enhanced account security.
How do I add team members to my wholesale account?
How do I add team members to my wholesale account?
If another member of your team would like to shop online using their own email address, they'll need to create their own account.
To register:
- Click the login icon in the top right-hand corner of the website.
- Follow the registration prompts.
- Enter the one-time six-digit verification code sent to their email address.
Note: Instead of a password, we use a secure one-time verification code. A new code is generated each time you log in, providing enhanced account security.
Once registered, our Customer Service team will verify that the user is authorised to purchase on behalf of your business and link them to your company account.
After approval, they will be able to:
- View your company's wholesale pricing
- Access approved delivery addresses
- Place orders on behalf of your business
Please note: This verification process is completed manually during business hours.
How do I register to shop online?
How do I register to shop online?
If your business already holds a wholesale account with us but has not previously shopped online, you'll need register to shop online with us via our website.
- Select the login icon in the top right-hand corner of the website.
- Follow the prompts to create your online account.
Once your registration has been submitted, our Customer Service team will activate your online account, and apply your unique wholesale pricing. This process may take a few hours. It is a manual process undertaken
during business hours.
When setup is complete, you'll receive a confirmation email. You can then log in to view your wholesale pricing, delivery information and place orders online.
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.
How do I see stock levels in another country?
How do I see stock levels in another country?
We know many customers like to check stock availability across both Australia and New Zealand.
You can easily switch between Australian and New Zealand stock views by using the currency selector in the header of the website. Selecting a different currency will update the stock information shown for that
region.
If you're logged in, you may not see the currency selector. To view stock levels for both countries, try logging out or opening the site in a private/incognito browser window.
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