FAQ
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Shopping Guide and Terms of Use
Q: How quickly will I receive my order?
Q: I have a gift certificate - how do I use it?
Q: Do you offer Lay-by?
Q: Can I check on my order status?
Q: Can I return an item or get a refund?
Q: Can I cancel my order?
Q: What shipping methods do you use?
Q: My order has arrived damaged or there are parts missing - what do I do?
Q: I have to pay high customs fees in my country - will you mark down my package?
Q: I have not received my order - what do I do?
Q: My friend and I are splitting a purchase - can you ship our stuff separately?
Q: How quickly will I receive my order?
A:All items for sale are pre-order unless specified as in-stock. Pre-order periods are from 30 to a maximum of 45 calendar (not business) days - in the event of high-volume period the pre-order times will be specified on the individual product pages. In-stock products will ship within 10 calendar days.
Q: I have a gift certificate - how do I use it?
A:To use a gift certificate you must first contact us by e-mail or through the web-contact form - quote your certificate number and the value on the certificate. Your purchase will then be processed manually and the deduction made from the total cost of your purchase.
Alternatively you may complete your purchase making a note of the certificate number in the note section on the order form and the amount on the certificate will be refunded back to you within 24 hours.
Q: Do you offer Lay-by?
A:Yes, Lay-bys are offered for purchases over the value of $200 not including shipping cost. They must be processed manually and you will be invoiced for each payment each month up to a maximum of three months. Please see this page for further details of the Layby Terms of Use also the Layby Application Page.
Q: Can I check on my order status?
A:Yes, you can either check the order status page or if you require further information please send us an e-mail or use the web-contact form and quote your order number - you will receive a reply within 24 hours
Q: Can I return an item or get a refund?
A: Yes, Most items can be returned within 20 business days- they must be returned unopened or unused in original packaging, in all original boxes and must contain all original packing materials, warranty cards, documentation and all or any accessories provided by Wish-Art upon the items dispatch. Return shipping is to be paid by the customer and a 20% cancellation fee will be deducted from your refund. Any damage to the returned item will also incur further deductions from the refund. Full refunds without penalty can be made at the discretion of Wish-Art.
Q: Can I cancel my order?
A:Yes, if you have not yet paid for an item you can cancel without penalty.
If you wish to cancel a pre-order or in-stock order and have made payment you may cancel within 24 hours of payment without penalty.
If you wish to cancel a pre-order or in-stock order more than 24 hours after payment there will be a cancellation fee of 20%. This may be waived at our discretion.
Q: What shipping methods do you use?
A:Shipping is charged at a flat rate and includes basic tracking and insurance - if you require EMS or Express shipping please purchase the relevant shipping upgrades in addition to your items - only one upgrade per purchase is .necessary.
Q: My order has arrived damaged or there are parts missing - what do I do?
A:Contact us via e-mail or our web-contact form within 5 days of receiving your item and we will give you instructions on how to proceed. All packages are insured for their full value to protect us and our customers.
Q: I have to pay high customs fees in my country - will you mark down my package?
A:No, all our packages will be marked with either their replacement value or their retail value, please do not ask us to mark them down as refusal may offend - Any packages returned due to unpaid customs fees by the purchased will incur additional postage fees for the item to be re-delivered if required. The purchaser is responsible for any and all fees payable in their country for the receipt of goods. Intentional misuse of the customs declaration is a criminal offence.
Q: I have not received my order - what do I do?
A: Please contact us directly by e-mail or using the web contact form to let us know if you have not received your parcel after a reasonable period of time or past the maximum period stated by the postal carrier. We will contact the shipping company to establish where it is.
EMS within 1-2 weeks,
Registered Airmail 3-6 weeks
Domestic Registered Post 1-3 weeks
Q: My friend and I are splitting a purchase - can you ship our stuff separately?
A: This will be dealt with on a case-by case basis - In most cases the answer is no - however dependent on the individual situation we would be willing to assist you.
Making a purchase from this website constitutes your understanding and acceptance of our terms of use. If you have any queries or questions please use the web-form to contact us.
