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How To Buy

We love to assist our customers and we always strive to provide the best possible service. If you can't find the answer to your question here, please feel free to email us at cs@voilamart.com with your enquiry. 

CONTACT
SHIPPING
PAYMENTS
PRODUCTS
RETURNS
MY ACCOUNT
   
 
How To Buy - ANSWERS
  • How do I place my first order online?

Browse the site for items you are looking for and add items to your shopping cart. When you are ready, select the shopping cart icon or link and follow the instructions to complete your order. You don’t need to be registered first before you can complete an order. There are four stages of the checkout process:

1. Your details: This section will confirm your name, email address and telephone number.

2. Delivery details: This section will allow you to choose the delivery address you would like your order delivered to.

3. Payment: This section will prompt you to enter your payment method and details.

4. Order confirmation: This will display your order number and order summary. A confirmation email will also be sent to the email address you supplied during checkout.

 

  • How will I know when my order is successfully completed?

You will receive an order confirmation email to the email address you supplied during checkout which will display your order number and order summary.

 

  • How do I register as a new user? 

    You can register as a new user at the flowing link:

     

   
CONTACT - ANSWERS
  • How can I contact you?

    As an online company we can best assist you if you direct your enquiries via email to cs@voilamart.com

    In both cases your request will be forwarded to the Customer Care team for follow-up. We are committed to a 24 hour turnaround time on all enquiries. Response times may be longer during peak periods.

     

  • Why don't you provide a contact phone number? 

    We are unable to provide phone support purely because we want to save YOU money. In order to answer hundreds of calls a day we would have to hire a team of call-centre staff! This would mean charging far more for our products! We would much prefer to keep prices low and pass the savings on to YOU.

     

  • How long will it take for you to reply to my enquiry?

    We try to respond to enquiries within 24 hours. However, this is not a guarantee. The time may vary depending on the volume of customer enquiries we receive.

  • I haven't received a response yet? Why not? 

    We always reply to every enquiry which appears in our inbox. If you haven't received a reply from us, there could be a number of reasons:

    • Our reply to you may have been filtered out by your email system as spam.
      • If you are using YAHOO please check the folder entitled SPAM. If our message is in there, please click to select it. Then click Not Spam, which is above the list of emails.
      • If you are using HOTMAIL please check the folder entitled JUNK. If our message is in there, please click to select it. Then click Not Junk, which is above the list of emails.
    • If you are using another service provider, please contact your service administrator for details on how to check messages marked as spam, and to prevent future emails from us from being marked as spam.
    • It is possible that your message may not have got through to us. If using email, try sending your enquiry from a different email address. If using our support ticket system, please try using a different reply email address.
SHIPPING - ANSWERS
  • When will I receive my order?

    Please allow up to 5 working days for delivery once your item(s) have been shipped from our warehouse. In many cases delivery is much quicker (2-3 business days). Weekend and after-hours delivery is not available. 

    PLEASE NOTE: When ordering wholesale lots, you need to allow 30-40 days after the date of payment is received but in most cases the delivery is much quicker.

    Wholesale lots are ordered directly from overseas when you purchase them of us, please note the ETA on the item page, this date will give you a better understanding of when your item will arrive. Please note that this date is approximate and you may need to give or take a day or two.

     

  • I have a PO Box. Can you deliver to me?

    Unfortunately we are unable to deliver to PO Boxes or Private Bags.

     

  • When will my order be shipped?

    95% of orders are dispatched within 48 hours of payment but please note the ETA date displayed on the listing to obtain a more accurate time of arrival.

  • What do you charge for shipping?

Shipping charges are shown on the shopping cart, however, most of items are free shipping.

  • Can you send my item faster and speed up the delivery?

    Unfortunately we are unable to fast-track shipments. If you need something by a specific date, you should allow at least a 7 working day time frame for the order to be processed and delivered to you.

  • Can I pick up from your warehouse or organize my own courier?

    Sorry, but we are unable to organize individual customer pickups. Our warehouse is run by a third party company which does not allow customers onsite. As the warehouse system works on a large scale and is fully automated we are not able to provide for external couriers or external collection arrangements.

  • Do you offer shipping discounts for bulk purchases?

    Sorry, we don't. However, we do offer special deals every week. We frequently offer free shipping on various product ranges. Why not enroll with our newsletter to receive daily updates?

  • Can you ship my items together?

We are able to combine shipping for orders which consist of more than one item. However, all items are sent separately for shipping and are picked separately at our warehouse. This means that your items may not arrive on the same day - please bear this in mind.

  • Do you ship internationally?

Currently we ship to Australia, UK, Germany and France Only . However, as we are one of Australia's fastest growing e-tailers, overseas shipments will be coming soon and announcements will be made through our newsletter when this happens.

  • Which delivery services do you use?

Australia Post,E-parcel, Toll, Royal Mail, Parcel Force etc . They offer a fantastic service. For example, if no one is home, they will leave a note and the item will be waiting for you at your local post office. Safe and simple.

  • What does partially shipped mean?

If your order status appears as Partially Shipped on your order page, this means that while some of your items have been dispatched a part of your order is still awaiting shipment. This may be due to a delay at the dock with containers.  In any case there is nothing to worry about - the rest of your order will be dispatched very shortly!

 

PAYMENTS - ANSWERS
  • Which payment methods do you accept?

    We prefer Paypal, however we do accept Direct Deposit. You can also pay via credit card through the Paypal link when going through Checkout.

     

  • What is PayPal?

    PayPal allows you to send money securely from your credit card, debit card or bank account. We are not affiliated with Paypal so your account and card details are never revealed to us. In fact, Paypal is a subsidiary of eBay so you can rest-assured that the transaction will be secure

    Paypal is free to join, with over 1 million accounts in Australia alone! Paypal has over 85 million accounts worldwide, and is rapidly becoming the standard way to make purchases online.

     

  • Can I pay by money order or cheque?

    No, you cannot pay via Money Order or Cheque. Sorry

     

  • Is your site secure? I am nervous about purchasing online with my credit card!

    You will be pleased to know that we only accept Credit Card payments via Paypal website which, as previously mentioned, is one of the worlds most trusted payment transfer companies. Please refer to the question What is Paypal? for more information.

PRODUCTS - ANSWERS
  • Can I change the products or payment method in an order I've already submitted?

    Regrettably we are not able change the items in your order or your selected payment method once your order has been placed.

     

  • You have such low prices - how do you do it?

    We source our products far and wide to find the most competitive prices. Our ability to purchase at huge volumes and our streamlined ordering, processing and shipping methods enable us to save money too. We then pass those savings onto you!

     

  • The item I would like is out of stock, do you know when more stock will be available?

    We regularly repurchase stock and for this reason can provide an ongoing supply of most of our product lines. Make sure you subscribe to our free Voilamart Newsletter so you will always know when our products are available.

     

  • Can I view your items in person?

    We do not currently have a store or showroom. Not having such costly overheads helps us to provide you with better prices! If you have further questions about an item you can contact cs@voilamart.com. We are committed to responding all enquiries within 24 hours. Response times may be longer during peak periods.

     

  • Can you hold a product for me?

    Our items are so popular that we cannot hold them for customers. They are sold on a first come, first served basis. When prices are this good you should not hesitate!

     

  • The item I received is different to what I ordered!

    We are very sorry to hear that! We can solve this for you when you email us at cs@voilamart.com

 

RETURNS - ANSWERS
  • I have received a faulty item - what now? 

    If you have received a faulty item please email our Customer Support Team at cs@voilamart.com All issues are dealt with on a case by case basis and we try to resolve all cases directly with customers.

     

  • Who pays the postage costs if an item has to be returned? 

    If a full refund has been approved and you have been provided a Return Authorisation number, we are obliged under the Trade Practices Act to pay the return shipping fees. 

     

  • I have changed my mind about the product, can I get a refund? 

    We are sorry but we cannot provide a refund if you have changed your mind about your item or no longer want it because it does not suit your purposes. 

     

  • I made an incorrect choice about an item. Can I return it for a refund? 

    We are sorry but we cannot provide refunds for incorrect choices or failure to take note of the item description before purchasing. 

     

  • How quickly do I need to report a faulty or damaged item to Voilamart? 

    Please contact us as soon as is reasonably practicable via email at cs@voilamart.com We are committed to responding to all enquiries within 24 hours. Response times may be longer during peak periods. You will receive an automated email regarding the shipment date.

     

  • I do not have the original packaging of my item, so can I still return it? 

    Yes, you can still return the item without the original packaging as long as you can provide suitable packaging for the return of the item. Naturally we would prefer the original packaging as long as it is still in reasonable condition.

     

  • If my item is damaged in transport will the item be replaced? 

    All items will be assessed on a case by case basis. You must email us as soon as is reasonably practicable. Please return our issues form along with suitable confirmation of the damage (Photos primarily, and/or written quotes if the damage is internal, electrical or mechanical). Replacements are subject to stock availability and selected product lines. If we are unable to replace, we will provide either partial compensation (should you choose to retain the item) or a full refund (should you wish to return the item to us).

     

  • Can I drop my return item off in person to your warehouse? 

    Drop offs are generally not accepted at our warehouse. However, occasional exceptions are available where the situation has been approved through the Customer Service Manager and the Warehouse Manager.

MY ACCOUNT - ANSWERS

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