Tilley Website FAQ Wholesale 210617 .pdf

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To:
From:
RE:
Date:

Robin Craigie, Tilley Australia
Mkt. Communications
FOR REVIEW: Website FAQ – Wholesale
June 2017

Mkt. has put together the following Wholesale FAQ to be designed as a PDF
and linked to on the Wholesale EDM blast.
Tilley to confirm:
• Email addresses: With varying email addresses for Customer Care,
please confirm if the below are correct for each enquiry/question
• Information in red: Mkt. has drafted these responses from
information available for Consumer Enquiries – Tilley to confirm if
these details are also appropriate for Wholesale

tilleysoaps.com.au
Frequently Asked Questions (Wholesale)
Login & Account FAQ
How do I apply for a Wholesale Account?
To apply for a Wholesale Account, you must be an accredited retailer with a
current ABN.
New Customers: If you are a new Tilley Customer and would like to open an
online Wholesale Account, please contact the Tilley Customer Care team
on reception@tilleysoaps.com.au, who will share the registration form.
Approval and login details will be shared pending the completion of all
required details.
Existing Wholesale Accounts: If you are an existing Tilley Wholesale Customer
and wish to create an online account, please complete the online sign up via
the login page and contact Tilley’s Customer Care team with your ABN on
reception@tilleysoaps.com.au / (03) 8727 6700 to complete the process.
How do I know if I have been approved?
Approval and account details will be shared via email from Tilley’s Customer
Care Team, pending the completion of all required details.
I have purchased before but can’t log into my account, what do I
do?
If you haven’t already, reset your password to re-activate an existing account.
If you’re still unable to login, please contact Customer Care on
reception@tilleysoaps.com.au / (03) 8727 6700 to investigate further.
Can I change my account password and personal details?
Yes, personal details and your account password can be changed under the
‘My Account’ column on the left once logged in. If you have forgotten your



password, or unable to log in, please select ‘Forgot your Password’ on the login
page.
Order & Payment FAQ
What payment options are available for Wholesale orders?
Online orders can be paid for by immediate Credit Card, or a 30-day account.
<<Tilley to elaborate more on availability of 30-day account>>
How is freight on Wholesale orders calculated?
Freight is calculated at checkout pending the order quantity, weight and
delivery address with different price points available for different levels of
delivery time. Once the order has been complete, goods will be sent via
StarTrack. Online freight is in line with pricing offered to manual orders.
Does the Wholesale price include GST?
All Wholesale prices online are EX GST, which are calculated and shown at
checkout.
What is the minimum Wholesale order?
The minimum wholesale order is $200.
Do you have a complete Tilley Australia order form?
If there is a Tilley product you cannot see, it may still be available via a
manual order form. Please contact CustomerOrders@tilleysoaps.com.au for a
PDF file, which can then be completed and emailed or faxed back for the
items.
How many units are per product?
Unless otherwise stated, all quantities for Wholesale are in quantities of six
units.
Can I purchase discontinued or out of stock items?
Please contact Tilley’s Customer Care team on reception@tilleysoaps.com.au /
(03) 8727 6700 to confirm availability of discontinued or out of stock items.
How do I change my order, after it has been placed?
Please contact Tilley’s Customer Care team as soon as possible on (03) 8727
6700 to check if your order has already been processed, or able to be updated.
Flexibility to make changes will be subject to each individual order.
I experienced technically difficulties. How do I check if my order
went through?
If any technical difficulties are experienced, please contact Tilley’s Customer
Care team on reception@tilleysoaps.com.au / (03) 8727 6700 as soon as
possible to confirm order placement.
Can I pick up our order directly from Tilley’s factory?
At this moment, pick up from Tilley’s head office is not available. <<Tilley to
confirm>>




What is Tilley’s return policy?
Please note we cannot accept the return of opened or used products that are
not faulty. Therefore, we do not accept returns or provide refunds or
exchanges due to a change of mind on the aroma, colour or product. <<Taken
from consumer information - Tilley to confirm is this is correct for Wholesale
orders?>>
How do I return or exchange an item?
If you believe you have purchased a product from tilleysoaps.com.au that is
faulty, please contact Tilley’s Customer Care team immediately on
webenquiries@tilleysoaps.com.au / (03) 8727 6700 with proof of purchase.
Customer Care will endeavor to contact you within three business days of your
call or email to confirm the details and do its best to replace the product or
provide a refund. <<Tilley to confirm if this is correct for Wholesale>>
How do I know when my order is dispatched?
Order dispatch will be confirmed via an email alert to your account email
address.
I have not received my order, what can I do?
Please contact Customer Care on reception@tilleysoaps.com.au / (03) 8727
6700 to track your order.
My order was received damaged, what can I do?
If you believe you have purchased a product from tilleysoaps.com.au that is
faulty, please contact Tilley’s Customer Care team immediately on
webenquiries@tilleysoaps.com.au / (03) 8727 6700 with proof of purchase.
Customer Care will endeavor to contact you within three business days of your
call or email to confirm the details and do its best to replace the product or
provide a refund. Please keep your receipt for proof of purchase and the faulty
product in question. <<Tilley to confirm if this is correct for Wholesale>>




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