Frequently Asked Questions

About Us

  • What is your phone number?

    We do not offer phone support, however, we do offer prompt email support. By using email and live chat we can prioritise your enquiries and have the correct member of our team get back in touch with you giving you the correct information the first time. Our support team work remotely from all over Australia and our ticket system allows seamless transition across staff members for your enquires.

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  • Do you have a shop?

    No, we do not have shop or showroom available for product viewing and buying. We operate a national dispatch warehouse however due to the warehouse facility setup and other factors we are unable to offer product viewing or onsite purchasing.   You may order online and choose warehouse collection at checkout, our team will notify you when the order is ready for collection. Our dispatch team are available for pickups Monday to Friday between 8am - 2pm Saturday 8am - 11am Pickups are not available outside of the above times.  

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  • What is your ABN

    Our ABN is 69 012 628 628

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  • Can you call me

    As we do not offer phone support we are unable to contact you directly, however, we do offer prompt email support. By using email and live chat we can prioritise your enquiries and have the correct member of our team get back in touch with you giving you the correct information the first time. Our support team work remotely from all over Australia and our ticket system allows seamless transition across staff

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  • Where are we located?

    Our national dispatch warehouse is located at Kunda Park on the Sunshine Coast QLD. 

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  • Are we located in Australia?

    Yes our national dispatch warehouse is located in Kunda park on the Sunshine Coast QLD. 

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Placing Orders

  • The product I want is listed as preorder. What does that mean?

    What is a Backorder/Preorder? From time to time when we have an estimated arrival date for incoming stock we will put popular products into our website on a preorder/backorder basis. This allows customers to order before the stock arrives so they can be sure they have reserved the items they need. These dates listed are actually only estimates based on the date our shipping container is booked in to leave our factories. What is the release date? The release date shown is the estimated date we can release your order from our warehouse to the freight carrier. Along the way sometime things can and do happen that will delay the ...

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  • How to place your order

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  • Does the listed price include GST?

    GST in the Australian Goods and Service Tax, this is an additional tax that is charge on all products and shipping charges.  For retail customer the prices listed on our website include GST. On you invoice the listed price will be ex GST with the GST shown as a seperate line in the subtotals.  For wholesale customers once you log in the GST componant of the price is not shown in the pricing. You will see the GST in the subtotals section of your invoice. If you are purchasing from overseas GST is not included in your invoice as long as the shipping address is outside of Australia.  

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  • Can I place an order via phone?

    I am very sorry but we are unable to accept phone orders. 

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  • Is the price listed for sale or hire

    All of our prices is the selling price, we are not a hire company and do not hire any of our products to customers

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  • The product I want is out of stock. When will that arrive?

    Product eta's are a little tricky at the moment due to delays in China and also with international container shipping.  Unless the products have finished manufacturing and are ready to load into a shipping container we are not going to be able to provide an exact ETA, unfortunately. The best we can say is 4-12 weeks.  We will only know a true eta when we have those loaded into a shipping container, then the arrival date is around 3-4 weeks.   We do have a notification feature available. If you navigate to the product page of the item that is out of stock, you will see the add to cart button has changed to a notify me. Click on no...

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Wholesale Purchasing

  • How do I apply for a wholesale account

    For information on our wholesale discount program please see the link below https://www.wholesaleweddingsuperstore.com.au/v/wholesale-wedding-supplies/wholesale 

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  • I cannot log into my account

    There are a few reason why you may not be able to log into your wholesale account.   1. If you have not purchased in more than 2 years your account may have been archived, you will need to start the application process again as we no longer have your account on our system.   2. You are using the incorrect email. Please check all of your emails as sometimes accounts are setup with your paypal email address if you used paypal for your initial order.   3. Ensure your caplocks are not on when entering your password.   If you still cannot log in and you are sure of the email address and have used the account in the last 2 years please...

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  • I did not log into my wholesale account to order can I get a credit

    Unfortuantly we do not offer any form of a credit if you do not log into your wholesale account before you place your order. It is your own responsibiliuty to ensure you log in prior to purchasing

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  • Do I have to have an ABN to access your wholesale discounts?

    Yes you will need an current ABN to be accepted for our wholesale discount.

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Public Purchasing

Changes and Cancellations

  • I have placed my order but need to cancel.

    We work hard to process your order quickly and efficiently, so you receive your product as soon as possible.  Once you confirm and submit your order to us it is instantly sent to our dispatch system and the order is locked from any form of editing. Even if you email straight away we are not able to edit, change or cancel an order. You would need to return the items for a refund.       

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  • Can I add to or change my current order?

    We work hard to process your order quickly and efficiently, so you receive your product as soon as possible.  Once you confirm and submit your order to us it is instantly sent to our dispatch system and the order is locked from any form of editing. Even if you email straight away we are not able to edit, change or cancel an order. You would need to return the items for a refund. 

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Quotations

  • I need to pay for a quote

    Please use the contact us button below to send us a message, be sure to include your quote number and we will convert that quote to an invoice and send you an email with the invoice. From there you can pay via bank transfer or log into your account (use password reset if you do not have a password) and pay by credit card

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  • I need a quote

    It is very simple to receive a quote and our website can do that straight away for you. Add the items you require to your cart Proceed to the cart page in the center lower part of the screen is a quote button, select this Complete the data fields and submit the quote You will receive an email almost immediatly with that quote. The stock is actually not reserved for you until the order is created, please bear this in mind as we could sell out.

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Stock Availablility

Dispatch and Delivery Times

  • Delivery to PO Boxes, Parcel Lockers etc

    While we do not recommend posting to PO Boxes etc we do understand that some people require this service due to their remote location or inability to have a delivery to their house. If you wish to enter a PO Box option at the checkout that is ok, however, please bear in mind Australia Post is not always the cheapest carrier in metro areas and you may pay more for postage than we offer with other carriers. Australia Post also will not carry packages over 1m, so you may be limiting what you can purchase by using a PO Box option. We offer Australia Post as the only option PO Box, parcel lockers etc. Couriers Please, Aramex and Borde...

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  • Postage Times

    99% of orders are dispatched to the carrier within 1 business day of receiving your order. Below is our Transit Guide Table below for you, this is based on Aus Post Regular Road Service.    Australia Post Express is an option at checkout.   Below is also a link explaining the transit times further. https://www.wholesaleweddingsuperstore.com.au/v/postage-information/6622   Please note the courier services we offer at checkout are road freight and not express freight. We only recommend courier services for major cities on the East Coast and Adelaide. Delivery times are extensive for WA and regional areas.   Destination Regular ...

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  • How much is postage?

    The easiest way to find postage prices is to add the items you are interested into your cart on our website and then click the cart button at the top right hand corner of the website. From there if you enter your postcode you will see a range of options shown to you with pricing and estimated postage times.  The cost of postage depends on the weight and size of your order, all carriers use the greater of the two. The prices are worked out by by the freight companies and we do not charge any additional to what they charge us to post your order. If you are concerned the postage is high please contact us so we can check for you

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  • My order is urgent do you have express post?

    We sure do. Express Post is available at checkout just add the items to your cart and choose express at checkout. Cut off time for same day dispatch is 8am.   Not all items are available for express postage, there are size restrictions with Aus Post and they will not accept items over 1m in length. If the item is not suitable our checkout will not show an express post option for your order. Items such as arches and tall flower etc are not suitable for Aus Post Express.

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  • What carrier will deliver my order?

    We use several carriers to deliver our online orders to your door. The carrier will depend on what you choose during checkout. We will offer a list of carriers suitable for the items you are ordering  at checkout with the pricing for each for you to choose from. 

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  • Will I have to sign for my delivery?

    If you provide authority to leave during checkout, you will not be required to sign for your delivery. If you don’t provide authority to leave, you may be required to sign for your delivery.

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Pickups

  • Can I pick up my order

    You sure can, pickups are available direct from our warehouse for local customers. When completing the checkout please enter your address as per a normal website order. In the postage section if your postcode is local the option for warehouse collection will show in the shipping options section.     If the option is not visible please enter our address as the shipping address for you order, please remember to use your own name and phone number. 64-66 Hoopers Road Kunda Park Q 4556.  

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  • What day and time are you open for pickups?

    Our dispatch team are available for pickups Monday to Friday between 8am - 2pm Saturday 8am - 11am Pickups are not available outside of the above times.

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  • Can my International Freight forward collect from your warehouse?

    To send your own freight forwarder you will need to follow the below steps. 1. Add your items to the cart and proceed to the checkout page 2. In the shipping address field please enter our warehouse address 64-66 Hoopers Road, Kunda Park Q 4556 3. Insert a note into the delivery notes section of checkout advising you are sending your own courier to collect. You must do this at checkout not email us after you place the order. If you do not enter the note at checkout the order will not be packed suitable for a company to collect and pickup will be rejected.  4. Please forward all document/consignment notes 1 business day before you...

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  • Can I send my own courier to collect

    To send your own courier you will need to follow the below steps. 1. Add your items to the cart and proceed to the checkout page 2. In the shipping address field please enter our warehouse address 64-66 Hoopers Road, Kunda Park Q 4556 3. Insert a note into the delivery notes section of checkout advising you are sending your own courier to collect. You must do this at checkout not email us after you place the order. If you do not enter the note at checkout the order will not be packed suitable for a company to collect and pickup will be rejected.  4. Please forward all document/consignment notes 1 business day before you have sche...

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Delivery Issues

  • Can the carrier take my parcel to the post office if I am not home?

    Couriers Please, Aramex and Border Express are not permitted by Australia Post to deliver to a PO Box or take a package to the local Post office for Collection. If you are not home and you have choosen one of these carriers at checkout you will need to contact them for redelivery or collection details. 

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  • I didn’t pick up my package from the carrier and it has been returned to sender

    Once the package is returned to our warehouse, we’ll refund the cost of the items excluding the delivery fee which is non-refundable and a restocking fee. In some cases especially with Australia Post, there is a return fee that we are charged for none deliverable items, if this is charged we will need to pass the charge on to you.

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  • I gave authority to leave at my address but the carrier didn’t leave my package.

    Safely delivering your package is our carriers’ priority. If the carrier believes the location is not secure, they will not leave the package unattended.

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  • Where is my order?

    If your order has been dispatched we would have sent you a dispatch notice to the email address that you provided at checkout. If you paid with Paypal please check your email address associated with your Paypal account.  On the dispatch email are your tracking number and the carrier used to send this to you. Please go to the carrier's website and enter your tracking number into the system. This will show you the status of the shipment. If the carrier is stating the package is overdue please initially contact the carrier for a new eta. If you have an issue or the carrier requests the sender logs the enquiry with them please email ...

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Refunds and Returns

  • What is your return policy

    We offer a 30-day change of mind returns policy. For more information please see the link below. https://www.wholesaleweddingsuperstore.com.au/v/returns-policy

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  • I need to return an item or order

    Thank you for letting us know you would like to return an item(s). Please find attached a return form which you will need to download and complete. This also has instructions for returns.  Please review our terms and conditions for returns located on the link below for more information. https://www.wholesaleweddingsuperstore.com.au/v/returns-policy

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Order Issues

  • My item/order was cancelled but I can still purchase it online.

    Stock levels in our warehouse are constantly changing, and it can take time to update our inventory levels to reflect that product now being out of stock.

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  • An item in my order was refunded. Why?

    Unfortunately, this will happen from time to time if we haven’t been able to secure all items in your order from our warehouse inventory. While we do try to maintain accurate inventory levels there are issues that arise where we could be short to fulfil your order. You’ll be contacted by email as soon as possible and we’ll refund you,using your original payment method. Please allow 3 – 5 business days for your refund to process. For items purchased online with buy now, pay later options such as Afterpay/Zippay a refund will be processed. Your payment plan will be adjusted by the service provided and reflect the new total order va...

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  • Damaged item in my order

    If you have a damaged item in your order we will need you to contact us via email. In your email to speed things up, we do ask that you include a photograph of the damaged item you have received as this will be required to open the resolution case for you. Our email address is sales@wholesaleweddingsuperstore.com.au Please bear in mind if you choose TNT or a satchel method of postage at checkout which are advised as not suitable for fragile items we will not accept claims for damage on fragile items.

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  • Missing Item in my order

    If you have a missing item in your order we will need you to contact us via email. In your email to speed things up, we do ask that if you received a different product instead to include a photograph of the incorrect item you have received. Our email address is sales@wholesaleweddingsuperstore.com.au  once we have received your email we will lodge a case with our resolutions team for you to get that sorted out.

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  • Incorrect Item in my order

    If you have an incorrect item in your order you will need you to contact us via email. In your email to speed things up, we do ask that you include a photograph of the incorrect item you have received as this will be required to open the resolution case for you. Our email address is sales@wholesaleweddingsuperstore.com.au 

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Payment Information

  • My employer needs an invoice before we can pay for our order

    While we do not offer a credit account we do understand many employers will require an invoice prior to payment being submitted.     Our system will create an invoice very easily for you by following the below steps. 1. Add items to your cart 2. Proceed to the cart 3. If you wish to receive a quote use the quote function in the middle lower section of the cart page (please note this does not reserve stock for you). 4. If you wish to head straight for invoice complete the checkout and choose bank transfer as the payment option, this will reserve the stock for 30 days and then email you a tax invoice straight away. 5.To pay an invo...

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  • What are your bank account details to pay for my order

    Bank: Commonwealth Bank of AustraliaAccount Name: Wholesale Wedding Superstore®BSB: 064-152Account Number: 10304250*Please ensure your order number is used as a reference on your transfer

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  • Do you offer Layby

    Unfortunately, we do not offer a layby option. We do however offer buy now payment options at checkout such as Afterpay and Zippay. 

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Buy Now Pay Later

Tablecloth Sizing Guides

Table Skirting Size Guide

  • Table Skirting & Clip Guide:

    Table Skirting Guide.  There are various combinations of tables that are used for buffets and bridal tables and we are not able to provide measurements for all those however the principles used on the table below will help you calculate your skirt length and clips needed. With skirting clips we offer different sizes, to work out the size you need you will have to know the table top thickness and the clip size refers to the thickness.      Table Skirting & Clip Guide   Length of skirt required Amount of Clips Required   Table Size  Round or Square           122cm (4ft)      13ft 6 Skirt clips   ...

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Table Linen

Material Handling

  • Material Handling Instructions

    Material Care Materials and Care Below is our quick and handy guide to how to care for your purchases. Here are a few tips to avoid initial linen damage: Keep your products in their bags/casing until your event date draws closer and you need to remove them for ironing or prep. Always store your products in a safe, dry, dark place as exposure to sunlight and water over time will damage them. When in doubt, always contact our customer service department before cleaning linens in any way not listed on this page. Avoid fabric softeners with our machine washable and dryable items, they can leave your linens with oily spots or lo...

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Flowers

Balloon Stands

  • How do I make the balloon garland?

    How to Create your Balloon Garland: 1. Blow up your balloons Using a manual pump or electric pump start blowing up your balloons . If you have balloons of varying sizes in your pack then just blow them up to their intended size. If you have all the same size in the pack and you would like different sizes in your garland blow them up to different sizes as you need. If you put to much air in the shape of the balloons may distort or pop easily. 2. Attach balloons to decorating strip Use the clear garland strip we provide in each pack to attach the balloons. Start approx. 30cm from the end of the strop as you need that space to atta...

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  • Howto put together our plastic balloon table arch

       

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  • How to put together our multi balloon 1m, 1.3m and 1.5m stands

      Open the packet of Balloon Risers, and assemble as shown in the photo below, insert the risers into the top of the plastic tubes, there is no attachment for this they will just push in.  Once you have pushed these in you can push down or pull out further to get them set to the correct heights to suit your balloons.

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Wedding Accessories

Cake Stands

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