Frequently Asked Questions

‌
‌
‌
Blog

FAQ | Wellastore

Frequently Asked Questions

Registration

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 you are 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 our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

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 Rep or through the contact us page.

Ordering

What should I do if a product is not visible on Wellastore?

Please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

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 favourites 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 "Favourites".

Can I view my previous orders online?

You can find all of your previous orders under 'My orders' on your profile.

Can I cancel my order?

Unfortunately once the order has been placed we are unable to cancel it. Please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

Will my Sales Rep be informed about my online orders?

Yes, online orders will be sent by e-mail to your Sales Rep. 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 Rep 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 Rep.

I’m unable to add products to my cart, or products are showing as unavailable

This may mean your account hasn’t been approved for online ordering yet. Please contact your sales rep, or reach out to our customer service team - you can use the live chat during business hours, email us at wellaaustralia@service.wella.com, or call 1300 885 002 (AU) or 0800 800 128 (NZ).

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 excluding GST and this is applied at checkout.

Do I have the same promotions on Wellastore than via my Sales Rep?

We try wherever possible to replicate business promotions, however there may be occasions where Area Sales Rep 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.

My promotional code isn’t working

Some promotional codes are exclusive to certain customer types, such as salons, RED accounts, or wholesalers. Please check that you’re eligible for the promotion you’re trying to use. Note that only one promotion per category or brand can be applied to each order. If a promotion includes a set limit of complimentary items and you wish to order more, please contact your dedicated sales rep to request a larger quantity.

I forgot to apply my promotional code at checkout

All issues or discrepancies with promotional codes must be reported before placing your order. Once an order has been processed, we’re unable to make any adjustments or apply promotional discounts retroactively. Unfortunately, we’re also unable to add free-of-charge products after checkout if they were not correctly included when the order was placed. Thank you for your understanding.

Invoice

Where can I find my latest invoices and print a duplicate?

You can find all of your bills in the 'My Orders' under your profile.

Where can I find the invoices of the orders that were done via my Sales Rep?

You can find all your invoices in the "My Orders" tab from the account menu.

Will I receive an invoice for my online orders?

You can access your invoice on your profile on Wellastore.

Delivery

How much does shipping cost?

Free shipping over $500 excl. GST - exclusively on Wellastore. The online price shown is indicative of the price you will pay, your invoice received after delivery will confirm final amount payable. If paying by credit card the payment won't be taken until after the invoice has been issued. This can take up to 4 days.

When should I expect my delivery?

Place your order before 12pm to ensure dispatch on the same day. we aim to deliver within two working days of dispatch but this can vary by location.

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?

Address changes cannot be made online. To update the address on your account, please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

What happens if I haven't received my order or have an issue with my delivery?

Please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

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 our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ) - 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 our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ) - 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 our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ) - within 5 business days after delivery, and they will be able to assist you.

I have received an item I did not order, what should I do?

Please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

My Account

I have a Wellastore account but I can'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. If the issue persists, please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

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 “Forgot 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 'Settings' 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 our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

How do I update the email address on my account?

To change the email address linked to your account, follow these steps:

Log in using your current email address.
Click the dropdown menu in the top right-hand corner and select "My Profile."
Click "Edit My Account Details" in the top right.
Update your email address in the relevant field.
Click "Save."

Once saved, you’ll be automatically logged out. You can then log back in using your new email address.

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 Rep?

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 register by selecting the “Be in the know” option in the footer of the site.

My details aren’t working when I try to register on Wellastore.

If your details appear as invalid, it’s possible you’re already registered. Please try the ‘Forgot Password’ option on the login page to check if you have an existing account. If you’re still having trouble you can reach out to your sales rep or contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

Contact

How can I contact Wellastore customer service?

You can reach out to our customer service team using the live chat during business hours, email us at wellaaustralia@service.wella.com, or call 1300 885 002 (AU) or 0800 800 128 (NZ).

You haven't found a response to your question?

Please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).