I have a question about my wholesale order, what should I do?
Please message us on the online live chat or via any of the methods listed on the Contact Us page, and we will gladly assist you with any questions you may have.
I'VE JUST PLACED A WHOLESALE ORDER, WHEN WILL I RECEIVE IT?
We will ship out your wholesale order between 1 -3 business days after you have placed your order.
We use NZ Post shipping services for New Zealand orders. For most NZ cities, delivery usually takes 1 - 3 business days. For rural areas, delivery usually takes 2 -4 business days.
We use DHL Express shipping services for Australian, United States and all other international orders. For most international cities, delivery usually takes 3 - 7 days. For rural areas, delivery usually takes 5 - 9 days.
Orders placed after 8:30am on Friday will be shipped out the following Monday.
CAN I RETURN OR EXCHANGE ITEMS FROM MY wholesale ORDER?
How much is the shipping cost for wholesale orders?
This varies depending on your shipping location. See below for the applicable pricing:
$12.50 for all orders within New Zealand, with additional $4 surcharge for rural addresses.
Please contact us at firstname.lastname@example.org for all international shipping prices. We will provide an exact price based on your location and order selection. This way you will not overpay for your delivery and we can provide personal service to you.
How do I view the wholesale prices of your products?
To see wholesale pricing you must be an approved stockist for EcoLuxe Living products and logged in to your account.
You can log in here, and view the Wholesale Store here. If you are not currently an approved stockist, you may apply here.
If you would like to talk to us about our pricing before requesting a wholesale account, please contact us.
Does the price displayed include sales tax?
No the price does not include sales tax on wholesale priced products, if applicable this will be applied at cart and checkout.
If you are located in New Zealand, then sales tax (GST) of 15% will be applied at the cart & checkout.
If you are located outside of New Zealand then no sales tax is added as we are a business based in NZ and are not required to charge sales tax on sales outside of New Zealand.
My wholesale order is late, damaged or missing items. What should I do?
If your order is late: You can check to see where it is on the tracking which can be found on the order fulfilment email that you should have received when your order was dispatched. Please keep in mind the shipping times per country when determining if it is late or not, these can be foundhere on ourshipping policy.
If your order arrived damaged: Please take photos of the damaged items and please make sure to also take photos of the condition of the package it arrived in (we will need these photos to process your claim and replace the items). Then please email us with your order number and the photos of the damaged products and packaging:email@example.com.
If your order arrived with items missing: Please email us quoting your order number and the items that are missing: firstname.lastname@example.org.We will endeavour to rectify any issues as fast as possible.
Why are the totals different on the Invoice and Order Confirmation emails?
You may have 2 different amounts because the Invoice is in your native currency, and the Order confirmation is in New Zealand Dollars (NZD), which is our base currency.
The Order confirmation email is automatically sent by our website system and has to be in our base currency. At this time we do not have a way to adjust or turn the Order confirmation notification off. However we are working on this. In the meantime, the Invoice notification email is the actual one you need for reference for your order, as this should have all the correct information in your native currency.
Do you have a question that is not listed here?
Please message us on the online live chat or send us an email to let us know, including your wholesale order number (if relevant). Our friendly Customer Care team will get back to you as soon as possible.