FAQ

 

FAQ’s

 

How to Order

 

There are many ways to order through Rayell but the quickest, safest and most efficient is via our website. You will first need to register for an account.  Head to our login page and register as a new stockist.

 

Existing customers just need to login and start shopping!

 

The benefits of ordering online is you’re able to ascertain what is currently in stock, what is on backorder and how long it will take for that backorder to arrive.  

 

Of course, if websites aren’t your thing then please feel welcome to give us a call on 1300 859 728 or email your order through to salesadmin@rayell.com.

 

Another great way to order is by visiting our stands are the AGHA trade fairs in both Sydney and Melbourne.  Head to the trade show section of our website to see our stand numbers for upcoming fairs or check out the AGHA website for updated information - Click here!

 

Our Trading Terms

 

If you’re a new customer with Rayell we will put your account on a proforma basis.  

 

The most efficient way to make this proforma payment is via visa or mastercard, but of course you’re most welcome to make payment via EFT.

 

Our account details are as follows:-

BSB:        064-000

Account:    12905459

Please ensure that you use your invoice number as a reference so we can match the payment to your order.

 

Please note with proforma invoices, freight is an estimate and the true value of the freight is not known until we pick, pack and calculate the freight based on the cubic measurements.  With EFT payments you may have a subsequent invoice to cover any shortfalls in freight charges.

 

Upon completion of three proforma invoices, we ask that should you wish to be considered for a 14 day account you complete our credit application form.

 

Minimum Order Value

 

Our minimum order value requirements are $200 pre GST and excluding freight charges.  

 

For us to send out backorders, please note that the minimum order requirement is $100 pre GST and excluding freight charges.

 

All our prices on the website are shown as GST exclusive, but please note that GST is charged on all invoices with the exception of orders that are destined for our international customers.

 

Freight

 

We are very conscious of the high cost of freight in Australia and have implemented a system where we are able to compare rates between a number of freighting companies so we can secure the cheapest rate possible for your orders.  We pass freight charges on to you at cost.

Additional charges are often charged by freight carriers for deliveries to residential addresses.  Further charges may apply for what the freight companies deem as oversized freight. However, should your freight charges appear excessive or disproportionate to your invoice we will always give you a call to discuss prior to sending.

 

Once your order has left our warehouse we will send you tracking details via email.  Should you have any issues relating to the delivery of your items, your first port of call is to get in touch with the courier company.  It’s worth noting that sometimes carriers split deliveries and it’s not uncommon to receive cartons over the course of a few days. When this occurs it is always best to head to the carrier’s website and track your order.  Should you require any assistance, please get in touch with our freighting team on 1300 859 728 or email salesadmin@rayell.com.

 

Should you wish to collect your order from our warehouse you are most welcome.  Remember to advise us at the time of ordering. Further, if you wish to use your own freight company, then we are happy to accommodate that.

 

How long will it take you to get your order

 

We always aim to have your order out the door and on it’s way to you within 2 days of ordering.  Most times throughout the year we are able to maintain this pace.

However, post trade fairs and during sales promotions, our warehouse can get very busy and our lead times will exceed 48 hours.  We ask that you have patience with us and give us as much information as you can so we can prioritise should it be necessary.

A call to our sales order team to advise that your order is urgent and needs prioritising is always greatly appreciated.

 

Discounts

 

At Rayell we believe in fairness for all so we don’t offer discounts except for on full container load consignments.  For more information on our container program please get in touch with manager@rayell.com

 

Full Container Deals

 

We are able to create bespoke designs that suit your product ranges on a per container basis.  Container purchases take the hassle out of bulk purchases and we take care of the design process and shipping - delivered right to your door.

 

Not only a stress free way to purchase, you get to work with our product team on creating bespoke designs that are specific for your business, or use any of our historical or current images.  These containers can attract discounts of up to 40% so not only are they hassle free, they are cost effective.

 

For further information please get in touch with manager@rayell.com

 

Backorders

 

Sometimes our products are more popular than we expect and sell out quickly!  If this is the case then the product is usually scheduled to return quite promptly. However the manufacturing time, along with shipping may increase the wait time on products.

 

Our website is now updated with estimated delivery times for products that are backordered.  When you add those products to your cart, at the time of processing your orders, we create a separate backorder and send what is currently in stock in the warehouse.  You will see clearly when you receive your tax invoice, those products supplied and those products on backorders.

 

No backorder is ever sent by us without first advising you via email that the product has arrived in our warehouse.  Once we receive your confirmation we arrange for the product to be on it’s way to you. Please note that you may be asked to reach a minimum of $100 for backorders.  This is simply because freight charges are expensive when you ship one item - the more you ship the more cost effective it becomes.

 

So, if you’re expecting a backorder then please keep an eye on your email and remember to get in touch with us to confirm you’re  still requiring the product. Backordered products tend to move quickly! Please note that should we not hear from you we will go ahead and cancel your backorder.

 

Our Policy on Market Stall Holders and Facebook Marketplace

 

Please note that we do not approve wholesale applications for potential customers who intend to sell in market stalls or via Facebook Marketplace.

All existing wholesale customers are expected to abide by our strict policy of not allowing our products to be sold at markets or online via Facebook Marketplace. Please be aware that should we become aware of these activities we reserve the right to immediately cease supply to those customers.

 

Dropshipping

 

We do not drop ship orders as a general rule for our customers.  We are however happy to accommodate you by sending direct to your customer provided the total order per destination reaches our minimum of $200 pre GST (excluding freight).  Be sure to remind us not to include tax invoices if we are shipping direct to your customer.

Credits, shortages

 

Our warehouse team is a delightful bunch and they take great pride in what they do.  Each product is packed with care and designed to minimise any movement during the freighting process.  However, once your items have left our care, it is out of control.

 

Should your items arrive damaged or there is a shortage to your order, please take an image of the damage and send attached to an email, along with a description of the damage and the product code to accounts@rayell.com.

 

Exclusivity

 

Here at Rayell we believe that we have a large enough product offering to ensure that there is a variety for all our customers, particularly those in small towns.

 

Should you want our help navigating the tricky issue of competitors, then we are happy to put alerts on your records to ensure that we let you know when you are purchasing a product that has been stocked by a nearby business.  We ask that you assist with reminding us throughout this process as well.

 

So we’re clear, we don’t offer exclusivity to any customer.  But what we do offer is to work with all parties involved to reach a mutually beneficial solution.

 

Showroom/Warehouse

 

Visitors are welcome in our showroom but we ask that you give us a call to make an appointment.  If you arrive during peak periods and we don’t have a heads up then we might not be able to give you the attention you deserve.  

 

Please ensure that visits to the showroom occur prior to 2.30pm each day as our freight carriers arrive at 3pm each day to load all your orders!

 

Sales Representatives

 

Currently we are only represented in Queensland, Northern Territory and Northern New South Wales.  

 

Should you wish to get in touch with Kirsten Robinson @ Frankie Leigh Lifestyle call her on 0477 647 500 or send her an email to frankieleighlifestyle@outlook.com

 

How to keep up to date

 

We are constantly releasing new products.  Always a good idea to keep an eye on our social media along with the “New Arrivals” section of our website.

Of course, there are regular posts and stories on our social media so please make sure you follow us

Instagram

 

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