Help Center

 

General
Do you have a showroom? How can we visit the showroom?
Our showroom is located at 1021 Beaudesert Road, Archerfield.
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Orders
What is your minimum order?
All orders have a total minimum order value of $300 ex GST and shipping across both Rayell & DWBH brands.
I just placed my order, how long will it take to be dispatched?
We are known for our fast turnaround time and in most cases we'll get your order out the door and on its way within 48 hours. It’s a cracking pace but no point in dilly dallying!
The freight charges are too expensive, can you do anything?
We have moved to a percentage based freight system however will always try to help out where we can. If you can email sales@rayell.com with your order number we will look further into freight to your area and see if there are any options to reduce the costs.
I need my order urgently, can you get this sent out right away?
We will do whatever it takes to make this happen and get your order out to you right away! Just let us know your order number and we will ask the warehouse to prioritize your order.
Can I add to my order?
Please give our team a call on 1300 859 728 as soon as possible so they can update your order for you on the spot.
Do you do dropshipping?
At this time we do not offer dropshipping services.
Can I add a DWBH item to my Rayell Order?
Under our new website, our lovely stockists will have the option of purchasing both brands with one checkout point
Can I pick up my order?
Of course! We are located at 1021 Beaudesert Road, Archerfield in Brisbane. We only ask that you give us a call 30 minutes before you arrive so we can make sure it is at the front and ready for you.
Can I use my own Freight Company?
Absolutely! Please get in touch with our team to discuss options. We can ask our warehouse to provide dimensions for you to pass onto your freight carrier and we can then prepare the order, have it packaged and ready to go. We can even label the cartons if you send us through the freight labels!
What payment method do you accept?
We accept Visa, Mastercard and Bank Deposits. Credit card payments
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Credit
My item arrived damaged, what do I do?
Our warehouse team works so hard to safely pack and ship your order, but once it leaves us it is out of our hands. If you need a credit on any damages please email your claim to sales@rayell.com - Don’t forget to include your order number, SKU code of the damaged item along with a photo of the damages and one of our CS team will get back to you right away. 
Can I get a replacement for this item?
We know how hard it is when an item you were expecting arrives damaged or worse - gets lost in transit. In these cases, we will definitely do our best to assist you with your replacement request. Depending on product availability, our Customer Success Team can arrange a replacement & have it on its way to you asap!
I don't want credit. Can I have a refund?
Absolutely! We can definitely organize this for you. Just get in touch with our lovely Customer Success Team at sales@rayell.com, with your bank details, damage claim & any images as soon as possible.
I only checked my order now & it is damaged (3 months or later after purchase
After a certain period of time, we really can’t assume liability for damages if we can’t confirm when/ where the damage has occurred. We ask that you get in contact with us immediately to report damages, upon receiving your order so we can process your claim right away.
My customer is upset and I don’t want to deal with them, will you?
Please note that because we are a wholesaler, we cannot negotiate the credit process with your customers. We will do as much as possible to help you in the background and provide whatever assistance you may need.
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Shipping
How can I track my order?
At the time of dispatch, we will send out Order consignment details. You can track your order on the specified freight couriers tracking website
I’ve only received some of the items on my order. Where is the rest?
Sometimes freight couriers split deliveries for an order.Unfortunately, this is what works best for them when delivering according to their procedures. You’ll be able to track the complete delivery using your consignment details on the couriers website. A “Partial Delivery” means you have some items/ cartons still on its way.
How long does shipping take?
There are a few factors involved with this mainly being your location and the courier company however generally once an order is dispatched from our warehouse you can expect to receive it within the next 48-72 hours.
How do you calculate freight?
We’ve spent a lot of time working this one out so it is nice and simple for our buyers! We have moved to a percentage based freight system. This means the freight is calculated based on your location as well as the size of your order.
Do you ship outside Australia?
At the moment we only ship within Australia. However, we can work with freight forwarders of your choice to get your order on its way to you internationally. If you do not have a freight forwarder - get in touch with our Customer Success Team at sales@rayell.com and we can work together to find one that works best for you.
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Account
I can’t log into my account.
We can definitely help with getting you all logged in again. If we can confirm your email address and business name we will get a new password sent out to you right away. 
How do I register?
Thank you so much for your interest in our products. It is super easy to register to become a stockist, all you need to do is complete the online application and our customer success team will get onto processing that right away so you can start shopping!
I don’t have an account, can I buy direct from you?
As a wholesaler we do require everyone to have an account with us in order to purchase or view our prices, that being said it is really simple to apply for an account with us.
Can I go on an account?
We have a number of customers on an account with us  currently and it is definitely something we can offer. Prior to applying for an account we ask that our customers purchase from us three times on a proforma basis. You can then get in touch with our accounts team on accounts@rayell.com and ask for a credit application.  Once we have qualified your eligibility you will be offered an account.  
What type of accounts do you offer?
For the majority of our customers, we offer account terms of 14 days.  
I’m having trouble paying my account, what do I do?
Please just talk to us. We’re in business too and understand the trials and tribulations of cashflow! Avoiding us makes us nervous, so always please just jump on the phone and give us a call. We can work out the best options together for a payment plan. Please think of us as a partner!
Can I have my invoice in excel format?
Unfortunately we can’t provide an invoice in excel format. However, if you need barcodes to upload into your POS system, please let our customer care team know and we will gladly help you.
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Products
Is this coming back into stock?/ When is the product coming back into stock?
Once an item goes out of stock online, a “Notify Me” button will appear below the product. Please click the “Notify Me” button to receive an email as soon as the item comes back in stock.
Where can I find the product Barcode?
Product Barcodes can be found on an item online, under the “Specifications” tab.
Where are your products sourced from?
We’ve managed to source reliable manufacturers across different countries, including our home Australia. If you’re interested in any specific product's origin - get in touch with us on call 1300 859 728, live chat us or email sales@rayell.com  and we will be more than happy to confirm this for you!
Do you offer exclusivity?
Because we have such a large collection of products, we don’t offer any one customer exclusivity. If you’re worried about competitors in your area, please let our customer success team know and they can do a cross check against your orders to ensure that you’re not ordering the same stock.
Can I use your photography?
Absolutely! Our website is yours to use. Please download any image you need to assist in the sale of our products.
Can I tag you on Social Media?
Yes please! We love it when our customers tag us on socials! It gives us great pleasure to see our products in your stores!
Do you offer discounts?
We believe in keeping a level playing field for all, so with this in mind, we don’t offer any discounts, regardless of the size of the purchase.
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