Help Centre

Need some help? or have a question? No stress the team is here to help!


What Is the standard Delivery Time?

The delivery time-frame for your order may vary depending on the items you have purchased and the delivery address you have specified. At Wellsons, we aim to dispatch all orders as quickly as possible, typically within 2-10 working days from the time your order is placed. However, there may be unforeseen circumstances or stock availability issues that could cause delays in delivery.

To avoid any delays, we suggest ensuring that your items are in stock at the time of checkout. Our website displays real-time stock information for each product along with future replenishment dates for items that are not currently in stock.

After placing your order, you will receive a confirmation email that includes your order number and a link to track your order. You will also receive further emails as your order is dispatched by our specialist warehouse team. You can keep track of your order's progress by using the track your order feature on the Wellsons website.

We recommend that you refrain from booking plumbers until your goods have arrived and been checked, as we cannot be held responsible for any costs, losses, or compensation related to the services of plumbers or other contractors.

Do you offer a next day delivery Service

If you require next-day delivery, please get in touch with us, and we will do our best to accommodate your request. Please keep in mind that the availability of next-day delivery is dependent on several factors, including stock availability, your postcode region, and courier coverage.

My Order has not arrived, What should I do?

Once your order has been processed you'll be emailed your tracking. Please email us at sales@wellsons.com.au or alternatively conus us via the live chat and a customer service member will be happy to help.

Something is missing from my order...

If you have received an incorrect item, please inform us within 48 hours by using the Contact Us form or emailing sales@wellsons.com.au. Our team will investigate the issue and get in touch with you as soon as possible. We strive to resolve such issues within 48 hours.

Can I choose a delivery time slot?

At Wellsons, we provide the option for split deliveries. If you require this service, simply get in touch with our customer service team, and they will arrange it for you. Please keep in mind that split deliveries will result in an additional delivery fee.

Can I collect an item from you?

All Orders can be collection via our warehouse location, in some cases orders can be collected directly through our suppliers in some cases.

Custom cabinet lead times

All of our custom cabinetry products at Wellsons are proudly made in Australia and are created specifically for your unique order. We offer a 24-hour review period for all custom cabinetry orders. After this period, your order will be sent into production and no changes can be made.

Please note that lead times for our cabinetry products vary depending on the brand:

  • Timberline: Please allow a lead-time of 3-4 weeks from the time of order confirmation for vanities and up to 3-4 weeks for cabinets.
  • Architectural Designer Products (ADP): Please allow a lead-time of 5-7 business days for woodgrain cabinets or painted cabinets, 7-12 business days for non-standard cabinet finishes, and 15 business days for metal frame vanities.
  • Marquis: Please allow a lead-time of 3-5 weeks from the time of order confirmation for vanities and cabinets.
  • Rifco: Please allow a lead-time of 5-6 weeks from the time of order confirmation for vanities and up to 4 weeks for cabinets.

We appreciate your patience as we create your made-to-order cabinetry products.

Will the delivery driver call me?

Depending on our partner couriers, drivers delivering larger pallets are instructed to contact you on the day of delivery, up to an hour before arrival. Smaller deliveries, depending on the courier, will send a text message with a delivery time slot on the day of delivery.  

Do you offer free delivery?

We are pleased to offer free delivery for orders of showers, tapware, and accessories over $100 dollars Australia-wide. Please note that terms and conditions do apply. For more information on Delivery Click Here

Can I modify an existing order?

You can update or modify your orders until the picking process begins. To make changes to your order, you can get in touch with us via Live Chat or by emailing us at sales@wellsons.com.au.

Please be aware that once your order has entered the picking process at our warehouse, no further additions can be made. In the event that you wish to change your mind after receiving the order, a 20% restocking fee will be applied to cover the handling costs.

Please note that all custom-made orders cannot be modified once they enter production, as they are made to order according to your specific requirements.

Do you deliver on a weekend?

Please note that at this time, we do not offer weekend deliveries. However, please be aware that some couriers may choose to deliver on weekends, such as Australia Post. If you have any further questions or concerns, please do not hesitate to contact us.

Will I be contacted before delivery?

Depending on our partner couriers, drivers delivering larger pallets are instructed to contact you on the day of delivery, up to an hour before arrival. Smaller deliveries, depending on the courier, will send a text message with a delivery time slot on the day of delivery.

If I am not home when the delivery arrives, what happens?

For larger pallet deliveries, the courier will typically contact you on the day of delivery to provide an estimated time of arrival. As these deliveries can be quite large and expensive, a signature will always be required upon receipt. We strongly recommend ensuring someone is available to accept the delivery, as a missed delivery may result in a re-delivery fee being charged.

If the courier has left you a calling card, you may contact them directly to arrange a more convenient delivery time. Alternatively, if you have not received a calling card, we are happy to assist you with re-booking delivery. You can speak directly to a member of our team using the live chat function on our website, or email us at sales@wellsons.com.au.

Can you leave my delivery with a neighbour if necessary?

Please note that we can only deliver and accept signatures from the delivery address as per the order. For larger pallet deliveries, the courier will contact you on the day to provide an estimated delivery time, and a signature is always required due to the size and cost of the delivery.

However, for small parcel deliveries, the courier may leave the parcel with a neighbor if no one is available to accept delivery, and will leave an appropriate calling card. We always recommend ensuring someone is available to accept the delivery, as missed deliveries may result in a re-delivery fee being charged.

How much is tile delivery?

Please use the shipping calculator for tile delivery under 500kg, for orders over 500kg Please contact our staff via live chat, email or phone 1300 265 812. Visit Tile Delivery for more information.  

Stone Bath Delivery

For deliveries of stone baths or heavy baths, please note that they will only be delivered to the front of your address at a curb location. Additionally, heavy stone baths will require the assistance of up to four people to unload upon delivery.

To avoid any missed deliveries or additional charges, please make sure to prepare for delivery before the estimated delivery time. Thank you for your cooperation.

What payment options are available?

We offer a range of payment options including google pay, apple pay, shop pay, after pay, Zip pay, Klarna, Lattitude pay, Paypal and direct Bank transfer Please click this link for more information.

My method of payment has been declined. what now?

If your payment is declined, please check that you have entered all the information displayed on your card correctly, and that all required fields have been filled in. If any problems persist, please contact our customer services team regarding the issue, providing as much detail as you can, and we will try to resolve it for you as soon as possible.

How do I place my order with you?

To place an order, the process is quick and easy. Simply browse the products you're interested in on our website, add the goods you want and any recommended items you require to your basket, then proceed to the delivery and payment pages to complete the order. We can also help you process your order via email invoice.

Can I pay cash?

We accept cash payments only via the warehouse.

Do you offer Finance?

We offer finance options through our partner payment providers such as after pay, lattitude, klarna, zip pay and paypal.

Where can I find specific product dimensions?

Our items dimensions size is available via the image slider or dimensions Link tab on each specific product page which will give you an accurate scale of the product. If dimensions are unavailable on a product, please contact us via email at sales@wellsons.com.au or alternatively via Live Chat.

Where can I find information on delivery?

Delivery information can be found on the product page, Cart page, and checkout page via the shipping calculator. Additional information can be found here.

How do I contact you?

For general enquiries, you can easily get in touch with us by emailing sales@wellsons.com.au. Our goal is to respond to all email queries within 24 hours. If you happen to send an email outside of working hours, we will do our best to reply as soon as possible.

Additionally, we have a variety of social media profiles and a live chat function that you can use to reach out to us. You can find links to these in the footer of this page. Following us on social media is also a great way to stay up-to-date on our latest news and deals.

Im having trouble at the checkout...

If you're experiencing difficulties while trying to place an order, we suggest utilizing our live chat feature. One of our customer service representatives, who are both friendly and knowledgeable, will be pleased to assist you in identifying and resolving any checkout issues you may encounter.

Do you have a installation instructions?

The majority of our products come with installation instructions included. If, for any reason, your instructions have become misplaced or damaged, please don't hesitate to get in touch with us. We'll do our best to provide you with a replacement copy via email, if it is available.

Can I order products not listed on your site?

Certainly! If you've found a product elsewhere and would like our assistance in sourcing it, please reach out to us via email at sales@wellsons.com.au. We'll be more than happy to help.

Can I order an item that is not currently in stock?

Yes! To place a pre-order, please get in touch with our team via live chat or by sending an email to sales@wellsons.com.au. If you're also purchasing other items that are currently in stock, please note that your order will be held until all items are available for dispatch. If you'd like to arrange a split delivery, please inform our team as soon as your order is confirmed.

Where do I enter my discount code?

All Discount codes are entered via the checkout section "Discount Code" then click Apply to see your discount rate.

Why isn't my discount code working.

Discount codes are normally displayed via the slider for use in the checkout, certain discount codes are send via email. Please contact us if your discount code is not working.

Who deals with trade orders?

Our Trade Team are always happy to provide dedicated customer service and discounts for our business and trade customers, meaning that your order is tailored to suit your needs. Please email us directly for trade enquries.


Email Us Sales@wellsons.com.au

Call: 1300 265 812