FAQ

Ordering

o    What if the item I am looking for is not shown on the website?

o    Can I order by phone, fax or email?

o    What forms of payment do you accept?

o    Is it safe to use my credit card on wahu.com.au?

o    What if my credit card shows multiple charges?

o    What does it mean when I get Merchant ID Invalid Error Message?

o    How do I use a promotional code?

o    How do I use an Online Gift Voucher?

o    Can I make a change to an existing order?

o    How can I track the status of my order?

o    How do I cancel my order?

 

Returns & Exchanges

o    Can I return an item?

o    What is the return policy for sale items?

o    Do you pay for my return shipping?

o     If I purchase online can I return or exchange at one of your stockists?


Shipping

o    How much does shipping cost?

o    How will my order be shipped?

o    Do you ship Internationally?

o    What happens if my order does not arrive?

 

Promotions & Special Offers

o    What do I need to know about Promotions?

 

Gift Cards

o    Do you offer Gift Cards?

 

Ordering

 

What if the item I am looking for is not shown on the website?

 

All the items that we have in stock at our Warehouse are listed on the website, if it's not available then we have unfortunately sold out.

 

Can I order by phone, fax or email?

All website orders are processed via our website only. If you have further enquiries you are welcome to contact our Customer Service Team by calling (07) 3713 0600 or emailing admin@wahu.com.au

 

What forms of payment do you accept?

We proudly accept Master Card, Visa and PayPal. We do not offer Direct Deposit, Cheques, American Express, Diners or cash on delivery as payment methods. 

 

Is it safe to use my credit card on wahu.com.au?

Yes, shopping at wahu.com.au is safe and secure. Transactions are processed though the secure NAB Transact payment facility. To protect cardholder data NAB Transact complies with the Payment Card Industry Data Security Standard (PCI DSS). The PCI DSS is the global data security standard that a business must adhere to in order to accept payment cards. It presents common sense steps that mirror best security practices. 

 

What if my credit card shows multiple charges?

The NAB Transact payment page will only process the payment once. However if you see multiple charges on your card then you have either: 
a) clicked 'submit' more than once at the checkout stage, or
b) moved back to update and or change your order or details.

If you notice multiple charged please contact admin@wahu.com.au 

 

What does it mean when I get Merchant ID Invalid Error Message?

When a customer chooses PayPal we pass to PayPal the shipping address. We do not allow the customer to change the address to an alternate one from their PayPal account.

Not all customers receive this message when attempting to complete the transaction PayPal.

 How do I use a promotional code?

You must enter the promotional code in the 'promotion code' box at the cart stage of your checkout and click 'apply'. The application of the promotion will then be visible in your cart. 

 

How do I use an Online Gift Voucher?

You must enter the gift voucher number and PIN at the payment stage of you order.

 

Can I make a change to an existing order?

No, once your order has been placed and you have received your order confirmation you cannot cancel or amend your order. If you wish to exchange or return your order please refer to the Returns and Exchange policy.
 

How can I track the status of my order?

Orders are sent using Australia Post eParcel and a tracking number will be provided to you via email. This can then be tracked with directly with Australia Post at http://auspost.com.au/track/

For customers who choose to use the Star Track Premium service a tracking number will be provided to you via email. This can then be tracked with directly with Star Track

 http://sttrackandtrace.startrack.com.au

How do I cancel my order?

Once you have placed your order and received your order confirmation, your order can not be cancelled or amended. If you wish to exchange or return or order please refer to the Returns and Exchange Policy.

 

 

Returns and Exchanges

Can I return an item?

We understand selecting the right size online can be a difficult one. For this reason, for our Swim Vests only we welcome an exchange on full priced items on online orders within 14 days of purchase provided the tax invoice can be produced, the original tags are attached and items are returned in their packaging in an unused condition. Refunds can be issued on Swim Vests made online on www.wahu.com.au only. Refunds for Swim Vests purchased on www.wahu.com.au are not accepted in our retail stockists’ stores.

Swim Vests purchased on sale (permanently marked down items situated in the specials section of www.wahu.com.au) are not eligible for refunds; unless faulty, wrongly described or not of merchandisable quality.

All Swim Vests are subject to inspection. Shipping costs are the responsibility of the customer and cannot be refunded unless the item is faulty.

All other items are not eligible for exchange or refunds; unless faulty, wrongly described or not of merchandisable quality.

Click Here to download Return & Exchange Form.

 

Do you pay for my return shipping?

Please be advised that all postage and handling costs will be incurred by the purchaser.
Faulty or damaged products please include a copy of your postage receipt. If the product is deemed faulty after review we will credit the cost of postage back to you.
 

Britz Marketing Australasia does not take any responsibility for returns lost in transit.

 

If I purchase online can I return or exchange at one of your stockists?

No, returns and exchanges can only be made at wahu.com.au

 

 

Shipping

How much does shipping cost?

All orders under $100 will have the applicable postage charge applied to the cart at the checkout process.

All orders over $100 will receive free shipping, which is applied to the cart at the checkout process. 

 

How will my order be shipped?

We use Australia Post eParcel for all Australian addresses

 

Do you ship Internationally?

Britz Marketing Australasia does not ship internationally

 

What happens if my order does not arrive?

Please contact admin@wahu.com.au

 

Promotions

What do I need to know about Promotions?

Promotional Codes are valid for the specified time period only and cannot be used in conjunction with any other offer.
One time use promotions, e.g. gift vouchers, must be used in their entirety in a single purchase.
Promotions cannot be applied to previously placed orders or to orders that have been adjusted.
Promotions where you receive a reduction on the second item will be applied at the checkout on the lower priced item.
Free Promotional merchandise offers upon meeting minimum spend requirements are only available until stocks last. An alternative will not be provided where stock is no longer available.
Britz Marketing Australasia at its sole discretion, extend or terminate a promotion at anytime.

All Terms and Conditions on current promotions can be found by clicking here.

 

Gift Cards

Do you offer Gift Cards?

We offer a Wahu Gift Card that can be used online. The Gift Card can be of any value between $20 and $500 AUD

Gift Cards can be purchased online at wahu.com.au

We understand selecting the right size online can be a difficult one. For this reason, for our Swim Vests only we welcome an exchange on full priced items on online orders within 14 days of purchase provided the tax invoice can be produced, the original tags are attached and items are returned in their packaging in an unused condition. Refunds can be issued on Swim Vests made online on www.wahu.com.au only. Refunds for Swim Vests purchased on www.wahu.com.au are not accepted in our retail stockists’ stores.

Swim Vests purchased on sale (permanently marked down items situated in the specials section of www.wahu.com.au) are not eligible for refunds; unless faulty, wrongly described or not of merchandisable quality.

All Swim Vests are subject to inspection. Shipping costs are the responsibility of the customer and cannot be refunded unless the item is faulty.

All other items are not eligible for refunds; unless faulty, wrongly described or not of merchandisable quality.

Click Here to download Return & Exchange Form.