FREQUENTLY ASKED QUESTIONS
WE ♥ RETAIL
Everything we do, we do to make life better for retailers. So if there's a question you have, but we haven't answered please email: HELLO@WHOLA.COM.AU
WHAT'S YOUR MISSION AT WHOLA?
Our mission is to make life better for retailers, and to do that by making our stores relevant to their target market, instantly.
HOW DO I TRACK MY ORDER?
You can find your tracking via My Account once you login. Find a visual of all the instructions HERE.
Hit My Orders > Find your order > View Order > Click on Order Shipments. The courier & tracking number will be listed there.
Please note it can take some brands up to 24 hours to update shipping.
Refer to the brand's homepage on Whola > Policies page to see the dispatch timeframe for that label.
If you're still having difficulties please SUBMIT YOUR QUERY HERE
HOW MUCH ARE PRE-ORDER DEPOSITS?
Pre-order deposits vary by brand.
They are usually 10-20% for apparel brands, but some do charge higher deposits.
Smaller items with a fast turn around usually have a 100% deposit and will be shipped to you as soon as they land.
A pre-order deposit is a sign of good faith that you are committed to the order so the brand can commit to producing this order for you.
WHEN IS MY PRE-ORDER DUE TO LAND?
When viewing a pre-order product, if you click on the pack and colour option the estimated arrival date will appear.
Please understand this is just an estimate and we allow a window of 10 business days either side of the ETA.
WHAT IF A PRE-ORDER DOESN'T LAND ON THE DUE DATE?
All due dates are an estimated arrival date of that style into our warehouse. Please allow 10 business days either side of a due date. Orders that land within this timeframe may not be cancelled.
During COVID times logistics into Australia are difficult and often delayed. Our brands are working to get your stock into the country asap and out to your store!
If your preorder is likely to ship to you outside of this window we will contact you to discuss your options.
CAN I CANCEL MY PRE-ORDER?
Pre-orders are non-cancellable as they are made specifically to your order by the brand.
If you find yourself in difficulty please speak with our team on 0416681530 to arrange a payment plan.
If your pre-order arrives and automatic payment is not successful, you will be contacted to pay the balance owing.
If we do not hear from you within 10 business days, we will need to cancel your order and you will forfeit the deposit on your pre-order.
WHAT IF I ORDER SOMETHING & IT'S NOT LIKE THE PICTURE?
To ensure you'll be happy with every Whola purchase, our brand onboarding team quality and fit check all brands before we on-board them to Whola. But if you ever receive a style that doesn't look like tlhe imagery you ordered from, simply contact email@example.com within 72 hours of delivery. We will happily allow a return & exchange if you notify us within 3 days of arrival.
WHAT DO I DO WITH A FAULTY ITEM?
From time to time all brands experience faults. Please check your deliveries carefully as our return window for manufacturing faults is 14 days. Should you experience a fault, you can simply COMPLETE THIS FORM. We will get back to you within 1 working week with instructions for your return. Unfortunately items returned without a valid Return Authorisation Number cannot be processed.
CAN I CHANGE OR CANCEL MY STOCK ON HAND ORDER ONCE IT'S BEEN PLACED?
Unfortunately, we're currently unable to edit your order once it's been placed.
I'M BASED OUTSIDE OF AUSTRALIA, CAN I BUY WITH WHOLA?
Absolutely! We service retailers around the world. We currently accept AUD - your credit card will usually offer this facility automatically at check out.
We have 2 options for international freight:
We can combine your orders and send them all from our Whola HQ if cost is more important to you. We can send direct to you from each brand's warehouse if speed is more important to you.
Please email firstname.lastname@example.org with your order number and your preferred freight option.
International freight fees are quoted at the best daily rate available to your location and will be charged after check out.
ARE MY PAYMENTS SECURE?
ARE MY PRE-ORDER COMPLETIONS SECURE?
Yes, WHOLA uses Stripe technology to ensure your pre-orders are completed securely & automatically as per the terms agreed to when placing your order. All pre-orders are made to your order, and as such are not cancellable. Should your pre-order completioin decline you will be contacted to arrange payment. In cases where we're unable to reach you to complete payment your order will be cancelled and your deposit and any relating payments will be forfeited by you.
CAN I WITHDRAW MY CONSENT?
Yes. You can opt out at any time or update your details via My Account.