faq

We operate exclusively online and currently do not have a physical showroom. Rest assured, our website provides detailed information and high-quality photos to give you an accurate representation of each product.

For any questions about products, or orders, our friendly customer care team is here to help! Connect with us via Live Chat for instant support, or feel free to email us anytime, and we’ll respond as soon as possible.

No, Click & Collect is unfortunately unavailable. All items can only be delivered to you.

Our friendly customer care team is here to assist with any questions about products, or orders! Connect with us via Live Chat for instant support or give us a call at 1300 612 662 (Mon – Fri, 9am – 5pm AEST). You can also email us anytime at info  info@wescohub.com.au, and we’ll respond as quickly as possible.

At Wesco Hub, all products have a 12-month warranty to offer you peace of mind against defective materials or workmanship on all products. For further information, please check out our Warranty policy.

Unfortunately, we don’t currently offer an assembly service. We recommend seeing if you have a family member or friend who can assist you or using a service such as Kitset Assembly Service.

We offer payment methods via Visa, MasterCard, American Express, Google Pay, Apple Pay,PayPal, PayPal Pay in 4, ZipPay, Afterpay, Store Credit and Gift Cards.

At Wesco Hub, we prioritize your security by ensuring that all transactions take place in a protected environment. We utilize Maropost's native payment gateway, which features advanced 3D Secure technology to safeguard your credit card and personal information. Your data is protected by the latest industry-standard SSL (Secure Socket Layer) encryption with 256-bit strength.

As part of our commitment to information protection, we guarantee the following:

No Storage of Credit Card Details: Your credit card information is never stored on our systems.

Trusted Third Parties: We work exclusively with reputable and reliable third-party providers that meet our stringent security standards.

Robust Network Security: Our systems are secured with advanced measures such as firewalls and virtual private networks (VPNs) to protect against unauthorized access.

Your trust is our top priority, and we continuously strive to maintain the highest security standards.

Fortunately, no! We don’t charge additional surcharges if you wish to purchase via credit card payments.

Unfortunately, we don’t offer a layby service. We offer ZipPay, Afterpay, and PayPal Pay in 4 as payment options that may be of assistance to you.

Simply select the Afterpay and Zip pay option during checkout. You will then be redirected to your selected payment method to complete an application. This will only take a few minutes. Repayments will vary depending on your selected payment method.

Customer security is a top priority at Wesco Hub, and we take extensive measures to protect your information. If your order is placed on hold, you may be asked to complete our verification process.

Our Security & Payments Team may occasionally request additional verification from some customers to prevent credit card fraud and ensure a secure shopping experience for everyone.

You can redeem a Wesco Hub store credit note on anything on Wesco Hub.

Once a credit is issued you will receive an email notification. Credit notes cannot be transferred to other Wesco Hub Accounts.

To redeem your credit during checkout:

1. Ensure you are logged in with the email address the credit is attached to

2. Tick the box to apply the credit to the purchase

You can check your available credit balance and the expiry dates at any time by going to the My account.

If your credit does not appear on your account, please contact us and select Credit Note Enquiry.

Shipping costs vary based on item weight, dimensions, and your postcode. To view the shipping fee, simply enter your postcode on the cart or delivery page. This will confirm if we deliver to your area and display the applicable shipping cost.

Unfortunately, we can't facilitate collections from our suppliers' warehouses for any of our products.

We process and dispatch orders from Monday to Friday, aiming to ship them within 3 business days of receipt.

Delivery times may vary, and occasional delays can occur due to extreme weather conditions or high order volumes during holidays and peak periods.

Standard Locations: 3-10 business days

Rural Locations: Up to 12 business days

Metropolitan Cities: 5-20 business days

Non-Metropolitan Areas: Up to 28 business days

*Fragile items include marble coffee tables, entertainment units, buffet units, and items containing glass.

Once your items have dispatched, you will get an email notification that includes a tracking number. This tracking number will be linked to the carrier's tracking website, and if you click on it, it will allow you to track the status of your order.

In some cases, tracking updates can take 24-48 hours to update accurately. For the most accurate and up-to-date tracking information, we recommend contacting the courier directly, quoting your tracking number.

Unfortunately, we're unable to accommodate self-arranged couriers for delivery. All items must be delivered by our assigned couriers to ensure proper handling and service.

There are some instances where the assigned courier cannot arrange delivery to certain locations. We recommend getting in touch with our friendly Customer Care team so that we can work out if there is an alternative delivery method to your area.

If you’re not available to accept delivery or your delivery address is unattended, you must contact the courier with direct instructions: “Authority to Leave” goods if unattended. Please note that this will void Wesco Hub’ and the courier’s liability that covers any loss, theft, or damage to your product. If you do not specify “Authority to Leave”, our couriers will leave a card in your mailbox for collection at the local depot.

To ensure a safe and completed delivery of your goods, we advise you to be present at the delivery address to accept REMOVALIST deliveries.

No, we cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and require a signature upon delivery.

Once your items have dispatched, you will get an email notification that includes a tracking number. This tracking number will be linked to the carrier's tracking website, and if you click on it, it will allow you to track the status of your order.

In some cases, tracking updates can take 24-48 hours to update accurately. For the most accurate and up-to-date tracking information, we recommend contacting the courier directly, quoting your tracking number.

Our couriers deliver Monday to Friday between business hours, which are 8am to 6pm.

Unfortunately, we currently only ship within Australia. Delivery to overseas or international addresses is not possible at this time. Please ensure that you enter an Australian billing and shipping address during checkout.

Unfortunately, we do not offer express shipping at this time.

If your order is time-sensitive, we recommend submitting an inquiry before purchase so we can provide you with an estimated delivery date.

At this time, Wesco Hub cannot accommodate specific delivery date requests due to factors beyond our control. However, we are continually working to enhance our delivery service and hope to offer this option in the future.

Our items are shipped from multiple warehouses across Australia, which means different products may come from various locations and could arrive at different times.

Once an item leaves the warehouse, you’ll receive an email confirmation with tracking details. This email will specify which items have been dispatched, and you’ll receive separate notifications for any other items shipping separately.

We're really sorry that your delivery hasn't arrived when you were expecting it. Please contact our Customer Care team and we will find out where your delivery is.

Due to Australian Occupational Health and Safety regulations, we are only able to guarantee delivery to the ground floor. This includes but is not limited to, steps that are immediately outside the premises which must be climbed to gain access to the property.

We kindly ask that you arrange people who can accept delivery.

As we use a range of couriers, each courier maintains their own policies on delivery.

Delivery redirections are available but require Wesco Hub's approval and processing. Please note that there may be fees associated with this service.

To request a redirection, please email us at info@wescohub.com.au, with the subject line "Delivery Redirection" and include your order number. We will respond as soon as possible to confirm if the timeline allows for a redirection and provide the next steps.

Please note that Wesco Hub is not responsible for any transit damages or losses if the delivery redirection is arranged directly between the customer and the courier.

All orders will be delivered during business hours, Monday to Friday, between 9:00 AM and 5:30 PM.

When your order has been dispatched, you will receive an email update with a link to check your tracking details online.

For a more precise delivery estimate, you can contact the courier directly once you have received your dispatch and tracking information.

Due to their fragility, size, and packaging, certain products labelled 'Melbourne Only' are restricted to delivery within the Melbourne metro area. These products will not be included in the total shipping costs in your cart, as they cannot be delivered interstate.

Pre-orders allow you to purchase items before they become available or are back in stock. Products available for pre-order come with an expected delivery date. Once you place and pay for a pre-order, you will receive an email with your order details. We will contact you when your order is ready to be shipped. Please note that the estimated time of arrival (ETA) for pre- order shipments may sometimes be delayed due to customs or other reasons.

The expected shipment date is an estimate of when Wesco Hub anticipates the shipment will arrive at our warehouse for unpacking. This date is not the expected delivery date. For pre- orders, customers will be contacted within 2-5 business days of the advertised shipment date. Please note that expected shipment dates may change due to unforeseen delays in processing or logistics. This date is separate from the delivery date for customers.

Yes, Wesco Hub offers a price match, subject to certain conditions. To request a price match, please send us a screenshot of the competitor's advertised price for the identical product. We will review the screenshot and let you know if a price match can be authorized.

Please note the following guidelines:

• The product must be listed at full price on the competitor’s website.
• We do not match promotional offers, sale items, or clearance products.
• The product must be in stock and available for purchase on the competitor’s website.
• We do not match discounts from online deal retailers.
• We do not match shipping costs.
• We do not match prices from advertising errors.
• We do not match prices from overseas competitor websites.

Prices on our website are subject to change at any time. We do not offer a price match on items that have gone on sale after your purchase has been made. If your order was made on the same day of a price change, we will offer a store credit for the difference in price.

Unfortunately, we cannot honour a sale or promotional price if an offer has finished. If you wish to keep up to date with our current sales and promotions, please sign up to our newsletter.

Unfortunately, we don’t offer an assembly service. But we do provide easy-to-follow assembly manuals for every product you purchase.

Wesco Hub offers returns for a refund if you change your mind, provided the product meets the following conditions:

• Returned within 14 days of receiving the item
• Eligible for return
• In resalable condition: unopened, with seals intact, unused, unworn, and undamaged
  Items that do not meet these criteria may incur an additional handling fee (deducted from your refund), including any damage that occurred in transit due to insufficient packing.

Please note that you are responsible for all shipping charges for change-of-mind returns. Initial shipping costs are non-refundable, and you will also be charged the shipping costs to return the item.

To initiate a return, follow the steps outlined in our Return & Refund policy. First, accept the delivery, then initiate the return through your account on our website. All returns are subject to the terms and conditions specified in our policy. For full details, please view our Return & Refund policy here:.

Wesco Hub offers returns for a refund if you change your mind, provided the product meets the following conditions:

• Returned within 14 days of receiving the item
• Eligible for return
• In resalable condition: unopened, with seals intact, unused, unworn, and undamaged
  Items that do not meet these criteria may incur an additional handling fee (deducted from your refund), including any damage that occurred in transit due to insufficient packing.

Please note that you are responsible for all shipping charges for change-of-mind returns. Initial shipping costs are non-refundable, and you will also be charged the shipping costs to return the item.

To initiate a return, follow the steps outlined in our Return & Refund policy. First, accept the delivery, then initiate the return through your account on our website. All returns are subject to the terms and conditions specified in our policy. For full details, please view our Return & Refund policy here: https://www.wescohub.com.au/returns-refunds/.

To arrange a return, please reach out to our customer service team at info@wescohub.com.au. For detailed terms and conditions, please visit: https://www.wescohub.com.au/returns-refunds/.

Unfortunately, not all items sold on Wesco Hub are returnable.

Non-returnable items excluded from all change of mind returns include:

• Products described as "made to order" or “NOT eligible for our 14 days change of mind return”
• Mattresses, bedding, pillows and sofa covers
• All forms of clearance stock (e.g. warehouse, floor stock etc.)
• Clearance items
• Personalised items
• Gift cards
• Orders for commercial or non-domestic use

You will be responsible for all shipping charges to facilitate a change-of-mind return. Your initial shipping charge is non-refundable and you will also be charged the shipping costs to return the item.

If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from your store credit voucher. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.

Items returned must be in “as-new condition” and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the items.

No, we only accept returns for item/s that are unused.

We are unable to accept returns delivered in person to our courier depots, offices or warehouse facilities.

No, unfortunately, in order to monitor the status of the return we need to book the labels under Wesco Hub courier accounts.

Unfortunately, as our items come from different suppliers, we don’t offer direct exchanges on any products. Our Customer Service team can assist you to return the item, and then place a new order for the item/s you are after.

Refunds are processed within 3 business days after returned items are received and inspected by our warehouse team. All refunds are issued via the original payment method used for the purchase. You’ll receive a notification once your refund has been completed.

Once your order has been dispatched, we will email you the tracking information. You can check the most up-to-date delivery status by visiting the courier's website and entering your tracking number.

You can also access your dispatch and tracking information through "My Account" and the "Track My Order" page on our website.

Please note that your tracking link will include an Estimated Time of Arrival (ETA) provided by the courier. This is only an estimate and may change due to factors within the courier network. If your order does not arrive by the ETA, it does not necessarily indicate an issue. Check your tracking link for updates, as all the information you need will be connected to your tracking. If you still have further questions, please contact the courier for more information.

To ensure timely delivery, we process orders quickly and may not be able to update your address in time. Please double-check your shipping address during checkout before submitting your order.

If you need to change your address, contact us promptly to confirm whether your order has been dispatched and if we can process your request. Send your inquiry as soon as possible to info@wescohub.com.au..

Please note that changes cannot be made to dispatched orders. Any updates made in your 'My Account' will only apply to future orders, not existing ones.

You can request to cancel an item from your order through your account before the order reaches its dispatch processing stage. After this point, cancellation will not be possible.

Once your order has been dispatched, the delivery fee and any return or redirection costs are non-refundable and/or payable by the customer.

We process orders quickly to ensure prompt delivery, so we may not be able to update your items or quantities in time. We advise double-checking your cart before completing checkout.

If you need to change your order, please contact us as soon as possible to confirm if the change is possible. Please note that we cannot make any updates once your order has been dispatched.

Customer security is very important to us at Wesco Hub, and we take measures to ensure the safety of your information. If your order has been placed on hold, you may be required to complete our verification process to protect against unauthorized use of your card.

To verify, please reply to any correspondence regarding payment verification. Once we confirm your payment verification, we will proceed with your order.

If you are unable to provide the requested information within 5 business days, the order will be cancelled.

We understand that sometimes things don't go as planned, and we sincerely apologize if your order has arrived damaged, faulty, or incorrect. To help us resolve the issue swiftly, please provide the following information:

1. Original Order Number: This helps us locate your purchase details quickly.
2. Product Name: The name of the item in question.
3. Detailed Description of the Issue: Use the assembly instructions to confirm the specific quantity, panels, and/or hardware affected.
4. Photos or Video Evidence: Include clear photos or a short video showing the issue as best you can. If the item arrived damaged, please also include a photo of the outer packaging to assist our transport team.
5. Batch Number: This is crucial for us to identify the specific production batch. You can find this number on the original outer packaging or on the item itself.

You can report an incorrect item via the “Resolution Centre” or by emailing us at info@wescohub.com.au. with photos or video and your comments.

Occasionally, we may accidentally ship the wrong item to you. If you receive an incorrect item, please notify us as soon as possible, ideally within 2 business days of receiving the delivery. We will arrange to send you the correct item and organize the pickup and return of the incorrectly shipped item at no cost to you.

You can report an incorrect item via the “Resolution Centre” or by emailing us at info@wescohub.com.au. with photos or video and your comments.

Our items ship out from multiple warehouses around Australia, and this means different products may ship from different locations and may not arrive at the same time. Once an item has left a warehouse, you will be sent a dispatch email confirmation with tracking details. The email will specify which items have been dispatched, and you will receive separate emails for items coming from other warehouses.

If the tracking details list the missing items as delivered, please let us know within 2 business days and we will investigate.

Occasionally, we may accidentally ship an item to you with missing parts. If you receive an item with missing parts, please notify us as soon as possible, ideally within 2 business days of receiving your delivery. Send us a photo of the assembly instructions with the missing parts circled. We will either send you the missing parts or provide compensation for you to obtain them.

You can report a problem via the Resolution Centre or by emailing info@wescohub.com.au. with photos or video and your comments.

As products are subject to availability, we are unable to reserve stock to facilitate a delayed dispatch request.

If you will be away on holiday or in the process of moving house, etc. we'd advise to use an alternative delivery address.