Q: Does your company have customer catalogues?
A: Our main catalogue is in our product catalogue section of our website, however we do have a catalogue available on CD that can be sent out via the post.
Q: Are all the products displayed on your website currently in stock?
A: We keep some items in stock, however due to varying quantity requirements for each bride some items are ordered on an as needs basis. If you would like to double check on any item being in stock at the present time, please feel free to send an email to customerservice@princessweddings.com.au and include the product number(s) and quantities required in the body of the email.
Q: I don't have a credit card and would like to purchase products from your website. How do I go about ordering without using a credit card?
A: Payments can be made via our PayPal account, which accepts credit card or direct debit payments. Alternatively we accept Australia Post Money Order payments by mail or you can make a direct deposit into our account (please contact our office for these details). Please note, orders will not be sent until payment has been made.
Q: How do I order online?
A: Follow these steps:
- Browse through the product catalogue until you find the item you wish to order.
- Fill in or select the boxes relating to the quantity you require, colour, size, etc.
- Click "Add to Cart".
- Click "Continue Shopping"
- When you have selected all the items you wish to purchase go into your cart, here you must enter your postcode so the correct shipping costs can be calculated, then select "Purchase Now" to go through to the payment section.
- If you are a new customer please complete the information required in the New Customer section. Once you have registered your registration information will be emailed to you so next time you can simply log in without having to re-enter your information.
- If you are a returning customer, simply log in. If you have forgotten your password click on “Forgot Your Password”, enter in your email address and your password will be sent to you.
- Once you have registered/logged in you will be prompted to check your order and contact details entered, please make to check all details especially your shipping address and make any changes at this point. Once everything is ok, click "Confirm Order".
- You will then be taken to the payment screen. Please select your payment option.
- Once payment has been arranged, you will then be given an order number. Our system will also send you an email confirming your order.
- Our office will then process your order, please allow 7-10 days for delivery. If we have stock of the items ordered, your order will be sent earlier.
Q: Is there a minimum order amount?
A: Generally no, unless the product clearly states it has a minimum.
Q: How long will my order take?
A: Please allow 7-10 working days. Once your payment has been processed and approved your order will be dispatched by either Australia Post or courier. If your order is being sent interstate please allow an extra couple of days for delivery. All enquiries can be directed to customerservice@princessweddings.com.au
Q: How do I know that you have received my order?
A: Once you have placed your order, you will receive an order confirmation email related to your purchase. We will then be in touch with you to let you know your order has been dispatched.
Q: Can I send the order to someone else?
A: Yes, the delivery address can be different to yours. Please ensure that you have the correct addresses as PW&F will only ship to the locations you state online at the time of purchase.
Q: Can I make changes to my order?
A: Yes, all changes must be made within 3 days from the date of your order otherwise a 10% administration fee will be charged. If your order has been shipped, no changes can be made and you will have to follow the returns process.
Q: What can I do about Returns or Refunds?
A: At PW&F, we want you to be fully satisfied with every item that you purchase. If you are not satisfied with the quality or the products are damaged, please contact the staff at PW&F on customerservice@princessweddings.com.au within 7 days of receiving your order. PW&F reserves the right to replace any products before a refund will be offered. Please choose your product carefully as we will not refund for incorrect choice. Shipping & handling charges will not be refunded and any products that are to be returned to PW&F are at the purchaser’s shipping costs, unless otherwise agreed with Management. Cash refunds will not be given on credit card purchases. Please contact our office for a full copy of our Terms & Conditions.
Q:What if I passed my 7 day refund period...can I still return the products for a full refund?
A: If more than 7 days have passed since you received your shipment, you will not be able to send it back for a refund. We will, however, consider exchanging your product for another product on our website (for the same dollar value) as long as the returning products are in the original, unopened packaging and are not Sale/Specials/Clearance products. Please contact our office for a full copy of our Terms & Conditions.
Q: What do I do if I need to cancel my order?
A: All cancellations must be done within 3 days from your order date or a 20% cancellation fee will be charged. Please contact us by phone immediately and we will instruct you in the necessary processes. If the order has been shipped it will be necessary to follow the returns process. Please contact our office for a full copy of our Terms & Conditions.
Q: What areas do you deliver to?
A: Our shipping covers all of Australia. International orders must contact us via email at customerservice@princessweddings.com.au to initiate the shipping enquiry process.
Q: Can I have my order sent to a post office box?
A: We are sorry, but you must provide us with an existing street address (either residential or business) and someone must be present to sign for your order. If no-one is there to sign for the goods a re-delivery fee may be charged.
Q: I live in the country – can you ship to an RMB?
A: No, we suggest that you pre-arrange a delivery point in your nearest town, for example, the post office, the main hotel, a friend in town, or the CWA office. As long as you have pre-arranged for someone to sign for the goods, all will be well. If you have further questions, please contact us at customerservice@princessweddings.com.au.
Q: Do you deliver on weekends?
A: Generally no, unless prearrangements have been made with Management.
Q: Does someone have to be there to sign for the delivery?
A: Yes, someone must be present to sign for your order. If no-one is there to sign for the goods a re-delivery fee may be charged.
Q: I am not living in Australia and wish to purchase products from your website. Do you ship orders out of Australia?
A: Our standard shipping is geared to Australian delivery addresses, but if you contact us directly, we can discuss your needs.
Q: How do I know that my credit card details are secure?
A: Information collected in order to facilitate manual processing of credit card transactions will be destroyed after your payment has been received and cleared. None of our customers have ever reported fraudulent use of their credit card details as a result of giving them to us for processing, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.
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