FAQ

FAQ

FREQUENTLY ASKED QUESTIONS

Below you will find answers to the questions we are frequently asked. We aim to answer all questions promptly and efficiently.
If you do not see the answer to your question below, please feel free to contact us and we will get back to you as soon as possible.
For further information or questions on a product simply click on the link "Ask a question about this product" located on each product page under the "Add to Cart" button.
 
*Please click on the tabs below relating to your question or scroll down the page.
 

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MY ORDER

Pricing

All prices shown for both retail and wholesale customers are Net Price.
GST (goods and services tax) and shipping will be added before submitting your order.

Can I track my order?

Yes, once your order has been shipped an email will be sent to you with your Australia Post or Star Track tracking number. Please supply a valid / frequently used email address at the checkout to receive this notification and check your spam box if you do not receive it within 2 business days of placing your order.

How do I use a promotion code or discount coupon?

Most promotions on our website are activated through a promotional code or discount coupon. The way to receive our special offers is to utilise the promotion code in the correct field at the checkout.

Please follow the steps below:

  1. Once you are done placing your order, click on checkout.
  2. You will see a text field called REDEEM A DISCOUNT COUPON.
  3. Simply type or copy/paste (recommended) the promotional code in this text field and click on REDEEM A DISCOUNT COUPON and the store will deduct the discount from your order total.

Do I have to fill out my address details each time I order?

For customers who have not created an account with us our website will ask you for your delivery address. If you have an account and signed in before you placed your order, it will be pre-filled with your address details. If you haven't signed in before placing an order you can sign it at the checkout. If you would like your order sent to a different address then the one on your account select "Ship to a different address" at checkout. If your order is finalised then click submit.

Can I save my order and come back to it later?

Yes, if you have created an account. Browse our range of products, add the items you wish to order and then click on the checkout button at the top right. All orders are saved until you submit them. If you are interrupted during the ordering process you can close the site and come back to it at any time. Your order will be saved until you complete it.

Out of stock products

If an item is out of stock, we will happily send you an e-mail once it is back in stock. Simply contact us with your details and the item you desire and we will notify you when the item becomes available.
You can also use the Find A Stockist page to find a store near you (call ahead to confirm that they have your desired product in stock and if not we can have it sent).
For wholesale customers all items not in stock will be placed on back order and sent when available. Please inform us if you do not wish this to happen.

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PAYMENTS

Paypal

You will be transferred to Paypal to make payment by either directly using your credit card (you do not need to have an account) or by logging into your Paypal account.

Afterpay

After submitting your order you will be redirected to Afterpay where you will be prompted to create an account or login to finalise your transaction. Upon completing your transaction, please press the button to return back to our shop to view your invoice.

For more information on how Afterpay works please click here

Invoiced on Account (resellers only)

For reseller account holders we will attach an invoice with your order. If it is your first order with us we require payment upfront, 30 day accounts there after for approved businesses.

Do I have to pay for my wholesale order upfront?

For new customer accounts, your first order will be on a pro-forma invoice. We will contact you for payment by credit card or direct deposit. Existing customers will still retain their 30 day accounts even though they may be registering on this website for the first time. Freight will be calculated and added to your invoice when the goods are shipped.

Do we accept orders by phone?

Yes, all orders can be place by phone using a credit card or our bank account details can be supplied if you wish to pay by direct deposit.

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MY DELIVERY

How much does delivery cost and how long does it take?

We offer Free Standard shipping on all orders over $75 Australia Wide. For all orders under $75 a cost will be calculated when you fill out your shipping address.
Purchases are shipped from our warehouse in Penrith, NSW to arrive within 2-5 business days from receipt of your order.
If you want the order delivered earlier select express shipping at checkout with additional cost.

Order deliveries will be made between 9am - 5pm Monday to Friday. All items will be left in a safe place on the premises at the drivers discretion, therefore a business delivery address is preferred if you do not wish this to happen.
Please note a business address has to have a company name and the recipients name as Australia Post may not deliver your parcel to a company without both.

Add the company name in the Company Name (if applicable) field when filling out your details at the checkout or when creating an account.

How to ship to a different address?

Your order can be delivered to a different address from the account billing address. 
In the checkout area click on ship to different address and fill out the details then click submit. An email will be sent to you when the order is sent. All orders are sent with an invoice attached so if you do not wish the recipient to receive one, please advise us in the customer notes text box at checkout.

Do you deliver outside Australia?

Yes, we deliver worldwide by simply entering your shipping address details in the checkout area the shipping cost will be calculated. For orders up to 2 kg a flat express rate applies to over 20 destinations worldwide and will arrive in 2-4 business days with tracking + signature on delivery.

Can I collect my order outside of Business Hours?

With thousands of locations across Australia, Australia Post have plenty of alternative delivery addresses for you to choose from.

And a MyPost account gives you easy access to all of them including:

Free 24/7 parcel lockers, send your parcels to a Post Office of your choice or send to a P.O Box.

For more details on a MyPost account click here

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MY ACCOUNT

How do I login to my wholesale account?

Login to the website by clicking the sign-in link at the top right hand corner of the homepage using your email address and password that you created to register. If you forget your password, don't worry, just click on the Forgotten Password link.

How do I create an account?

  1. Go to the "REGISTER" link at the top right of the website (next to red banner with shopping bag)
  2. Click "REGISTER" 
  3. Enter the information requested and select the membership level either wholesale or retail account from the drop down.
  4. If you wish to sign up for our newsletter select the news lists to which you want to subscribe.
  5. Type the characters you see in the picture
  6. Click "SUBMIT"

What are the benefits of creating an account?

For wholesale customers it is mandatory to create an account with us to view and place orders at wholesale prices. You may sign in at anytime to view your order history and complete unfinished orders.

For retail customers creating an account means your shipping address details will be pre-filled at the checkout (the option to send to a different address still applies) each time you place an order.
You may sign in at anytime to view order history and complete unfinished orders.

How can I update my personal information?

  1. Go to the section "My Account" at the top right hand of the page 
  2. Identify yourself by entering your email address and your password
  3. Click "EDIT ACCOUNT"
  4. Enter the desired changes and click "SUBMIT"

Is my personal information safe?

Your privacy is of the highest importance to us and the info that you send us is kept strictly confidential. We promise never to release your personal details to any outside company for mailing or marketing purposes. 
If you wish to change or delete your personal details, you may do so by clicking on my account details.

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FIND A STOCKIST

How do I find a stockist near me?

We sell to retail customers Australia wide, visit our stockists page to find one nearest to you.
If you cannot find one in your area contact us and we will advise you.
 
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WHOLESALE

How do I buy products at wholesale prices to resell?

You firstly need to register for a RESELLER account. To do this click here or on the Register link at the top right hand corner of the website. Create a profile by filling out all the mandatory fields and select the reseller membership from the drop down, when complete click the submit button. You will receive an email once your account has been approved and activated. You may be contacted by phone to discuss your business further and the products you are interested in reselling.

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If you have any questions at all please contact us by email on frenchimports@hotmail.com or call Peter on 0400 324 313 or alternatively fill out your details and a message on our contact us page.

Thank you from Savon de Marseille