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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.

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

 

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 hello@whola.com.au within 72 hours of delivery.

We will happily arrange a return & refund for you. 

 

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 comlete 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:

  1. We can combine your orders and send them all from our Whola HQ if cost is more important to you.
  2. We can send direct to you from each brand's warehouse if speed is more important to you. 

Please email hello@whola.com.au 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?

Yes, WHOLA uses Stripe technology to ensure this. We recommend you select “save card data” for ease of check out and this information is stored securely within Stripe’s Services.

At no time does wHOLA have access to your credit card details. All payments are encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). For more information on Stripe’s Privacy Policy visit: HTTPS://STRIPE.COM/EN-AU/PRIVACY

We also recommend you prevent unauthorised access to your Account by choosing a complex password and signing out after each session.

 

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.

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