Registration
How do I register on Wellastore?
How do I register on Wellastore? Click on 'Register' in the top right hand corner. If you are an existing customer, you can simply use your account number, or if a new customer you can complete the new registration form.
Where can I find my account number?
Your Wella account number can be found on your invoice.
Can multiple people within my salon place an order?
Yes - you can add multiple employees under the 'my employees' tab In the drop down menu of your profile.
I would like to order online for several of my salons, do I need to register each salon separately or can I use the same email address?
You can connect to several salons with the same email address. You need to register online for the first salon, then request Customer Service to add the other salons to your online account. Please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.
Commercial Conditions
I cannot see certain brands when I am logged in, why?
Some brands like , System Professional, benefit from special trading conditions. These brands are only available for hairdressing salons that meet specific criteria and/or a standard first-order. If you would like more information on these brands you can contact your Sales Executive or through the contact us page.
Ordering
What should I do if a product is not visible on Wellastore?
Please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.
How can I order one of my past orders again?
To place a previous order again, click on your user name in the upper right corner of the store after you have successfully logged in to open the menu. Then go to the order history and click on the desired order number. Above the order overview you can now select the 'Reorder' button. All products of the selected order will be added to your existing shopping cart. If you wish, you can still adjust the quantities in the shopping cart view.
I regularly order the same items, can I create a favorites list?
Yes, you can easily create your own personal favourites list. To do this, click on the heart symbol at the top right of the desired products. The product will be added to your favourites list. You can call them up at any time in the menu under the tab "My favourites".
Can I view my previous orders online?
You can find all of your previous orders from the 1st May under 'My Invoices' on your profile.
Can I cancel my order?
Unfortunately once the order has been placed we are unable to cancel this order.
Will my Sales Executive be informed about my online orders?
Yes, online orders will be sent by e-mail to your Sales Executive. This way they can check during your next visit whether to propose additional items and to ask about your online shopping experience.
Can my Sales Executive still take orders?
Yes, online ordering is simply an additional way for you to place your order when you need it. Ordering online does not change your relationship with your Sales Executive.
Payments & Discounts
What are the payment modes available on Wellastore?
Payment is either on invoice as per your contractual agreement or credit card from January 2023.
Will my invoice discount be applied?
All contractual discount is applied to every order at checkout.
Do the product prices include GST?
All prices are exluding GST and this is applied at checkout.
Do I have the same promotions on Wellastore than via my Sales Executive?
We try wherever possible to replicate business promotions, however there may be occasions where Area Sales Executive have introductory specials. In addition we run online only promotions from time to time.
How to use a promotion code?
Please enter any promotional code at checkout.
Invoice
Where can I find my latest invoices and print a duplicate?
You can find all of your bills in the 'My Invoices' under your profile.
Where can I find the invoices of the orders that were done via my Sales Executive?
You can find all your invoices in the INVOICES tab from the account menu. You also have the possibility to see OPEN ITEMS (open invoices) in the same menu.
Will I receive an invoice for my online orders?
You can access your invoice on via your profile on Wellastore.
Delivery
How much does shipping cost?
Handling fees are displayed for your area prior to finalising your order.
When should I expect my order to arrive after placing it?
Orders must be placed before 11am to ensure dispatch from your allocated warehouse today. We aim to deliver within two to three working days of dispatch dependent on the delivery location within Australia.
How can I track my order?
Once your order has been shipped, you will receive a Shipment Confirmation email with your order details.
Can I select a desired delivery date?
Unfortunately this isn't possible at this time.
Can you deliver to an address other than my usual delivery address?
As part of the checkout process, you will be prompted to confirm you delivery address for your order. You can edit the address here or via your profile if it is a permanent delivery address change.
What happens if I haven't received my order or have an issue with my delivery?
Please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.
What happens if I am missing items from my order?
"Return requests for short shipments or wrong items must be made within 5 business days after delivery. If your order is missing an item, please contact Customer Service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128 so that we can help open a claim on your behalf."
Returns
Can I return or exchange my order?
All claims for product returns, except in the case of defects, must be made within 5 business days after delivery. To do this, please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128 so that we can help open a claim on your behalf.Please note, the returns may be subject to a 20% administrative/restocking fee. No returns will be allowed on discontinued products
How long do refunds typically take?
It can take up to 3 weeks for the credit to show on your account.
What if my item is damaged or defective?
Please contact customer service within 5 business days after delivery by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.
I have received an item I did not order, what should I do?
Please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.
My Account
I have a Wellastore account but I don't manage to log in
Your password is potentially incorrect. Click "forgot password" and reset your password through email that will be sent to you
How can I reset my password?
Have you forgotten your password and want to reset it? Click on 'Login' in the upper right corner. Then select “Have you forgotten your password?”. Now enter your registered email address and follow the instructions in the email sent to you. If you are already logged in but would like to renew your password, then select the 'Password' tab in the menu. Here you can easily change your old password to the new password of your choice.
I cannot find the email to reset my password - where can I find it?
Please check your junk email, however, if after checking you're still unable to find this, please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.
How can I manage my account information?
You can manage and edit your account information in the 'account details' tab on the dropdown menu in your profile.
Can I download the order overview?
No, it is not possible to download the order overview.
I cannot find an order that I did with my Sales Executive?
You have the possibility to see OFFLINE ORDERS in the order history in your profile.
How can I sign up for the Wellastore newsletters?
If you aren't already opted in to our newsletters, you can either do this by heading to the bottom left corner of the site and clicking 'Subscribe'
Contact
How can I contact Wellastore customer service?
Please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.
You haven't found a response to your question?
Please contact customer service by email wellaaustralia@service.wella.com or by telephone on 0800 800 128, and they will be able to assist you.