Frequently Asked Questions

What are my payment options? accepts Visa and MasterCard credit card payments, as well as payments through Paypal. We also accept direct deposits. Please note that orders will not be processed until payment has cleared, so paying by direct deposit may delay your order by several days. Items will appear on your statement as Webstore Pty Ltd

Do you ship overseas?

All prices listed are in Australian Dollars and include GST. Please contact us prior to purchase for an overseas shipping quote.

Are online transactions secure? processes all payments through a Secure SSL Certified webpage. All credit card numbers are deleted immediately after processing. We do not forward or sell your details to any outside sources. Items will appear on your statement as Webstore Pty Ltd.

Do you offer samples?

You are welcome to order a single item on most items which will be charged at a unit cost plus shipping. Some items are sold as a set and therefore can not be sampled individually.

How do I know if the products I want to order are in stock? strives to keep all items in stock in quantities to meet your requirements. Our product availability is updated every night. From time to time our products may be placed on backorder without our knowledge. If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you immediately to let you know and provide you with the option to replace or refund your order. If you have any questions regarding this, please contact us at

Do products arrive assembled?

Many of our products come with packaging options included. However, unless specified, products do not come pre-assembled. Please read the product description provided on the product page for details.

Will I receive a confirmation of my order?

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing delivery and tracking information (if selected). Order and shipping confirmation emails are sent to the shipping email address.

Can I collect my order in person?

Yes, items can be purchased or collected from our showroom at 1a, 310 Boundary Road Dingley Village. We hold a percentage of the range at the showroom and recommend you place a “pickup order” via the website should you wish to guarantee we will have the item put aside for collection.

Do you have a shopfront I can visit to view your products?

Yes, please see our contact us page for details.

How do I work out my shipping costs?

We offer a flat rate shipping cost of $9.00 standard shipping on all orders. Registration of your parcel is an additional $1.50 if required.

How long does it take to receive my order?

We aim to have goods dispatched within 3-5 working days of your order being placed. If a delay outside of this timeframe is expected you will be notified via email as to the delay

How do I check the status of my order?

To check on the status on your order, please send an email to You will need to quote your order number and email address to retrieve the status of your order. We will respond to email inquiries within 24 hours.

What are my shipping options? uses Australia Post for all deliveries. There is an upgrade option to register your parcel for $1.50. This is highly recommended as without this you will not be able to track missing or damaged parcels.

Can I rush my order?

We will do our best to ensure that your order ships in time for your event. If you need your items urgently, please email to discuss whether your order can be expedited.

Do I have to sign for the delivery?

If you are not home at the time of delivery, Australia Post will leave a card advising you of your delivery which can be used to collect your parcel from the post office.

What is your refund and exchange policy?

We do our best to provide detailed descriptions of our products including dimensions and weight including information on packaging. As it can be difficult to ascertain some products over the internet, we offer a 100% Satisfaction Guarantee. If for any reason you're not happy with an item that you buy from us, please contact us and we will do what we can to help.

Shipping charges are only refundable if:

  • We made an error on your order
  • There is damage to your order in shipping

Our generous return policy does noly to items returned more than 30 days after purchase. The returns policy does not apply to sale items. If you purchased your item elsewhere, please contact the place of purchase for assistance as we are unable to offer exchanges or refunds on faulty items not bought from either our website or showroom. Items purchased at sale prices cannot be exchanged or refunded. A restocking fee may be charged at our discretion. We will communicate any charges with you.

If you have purchased the wrong size or colour, or you are not entirely happy with your purchase, will offer an exchange or credit note to the value of the items purchased, under the following conditions:

    All products must be returned within 30 days of receipt.
  • The product(s) must be as new (unused and undamaged) and with their original packaging intact and purchased directly from us.
  • No returns or exchanges on personalised, custom coloured or sale items.
  • No returns or exchanges on bulk orders of 40 items or more.

To organise an exchange or credit note, email with the following details: Your Name, Order Number, Product Name/Code, Reason for exchange.

What happens with damaged, missing or defective products?

All claims for damaged, defective or missing product(s) must be filed with within 7 days of receiving your order. Email customer service at

Registered post includes an insurance that will cover your items from damage or breakage up to $100. This insurance does not include glass breakage. Please contact us if your parcel is damaged and we can assist you with either an exchange or in helping you file a claim with the appropriate party. Please keep all products in their original packaging until the claim is settled.

Can I cancel or change my order?

We are people too and understand that errors can be made when placing orders. If you wish to make additions or change your order let us know and we will advise if this is possible. Usually if your order has not been processed by the warehouse we should be able to help. If you have any questions about this, please email us at

Our Customers

Our customer satisfaction is what we build our business We are growing and constantly strive to ensure every customer is happy with their shopping experience. nce. No problem you may encounter is so great we can’t reach a reasonable solution so please feel free to contact us at any time if we didn’t meet your expectations.

How do I provide general feedback?

Feel free to offer any feedback, good or bad to - we would love to hear from you

I have a general enquiry. Who do I contact?

Please email us:

Do you have a phone number we can contact you on?

Yes, please call on 03 8555 9752. As a web based business the best and most efficient method of contacting us is via email. We also have a live chat option that is available whenever we are working.

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