FAQ

How long will it take for my online order to arrive?

For standard delivery within Australia we use Australia Post Express service. For international deliveries we use DHL. All orders are dispatched after two business days except during an Outlet sale or a sale period. Please note we cannot deliver international orders to PO Boxes or Parcel Lockers. Delivery is made during normal business hours to residential or business addresses. Please be advised that during an Outlet sale or a sale period your order may not be dispatched for 10 business days.

Australian Delivery timing

  • Standard – allow 5-7 working days (from time of dispatch)

International Delivery timing

  • New Zealand – allow 3 working days (from time of dispatch)
  • Rest of the World – allow 5 working days (from time of dispatch)

If your parcel cannot be delivered for some reason, our courier service will leave a calling card for you to reschedule your delivery at your convenience. Should your item not arrive within the estimated delivery time please contact our customer service team.

If you enter an incorrect address during checkout Wilson is not liable for any delay or if the item does not arrive to you. Where an incorrect address is entered parcels are usually returned to sender. We will make every effort upon the parcel being returned to us to re-label and re-dispatch however Wilson cannot be accountable for any delays which are incurred during the transit/delivery period. Please note there will be an added delivery charge to resend your item(s) to the correct address.

Please note: Expect delivery delays for all online orders placed during SALE/OUTLET SALE PERIOD. Please allow a minimum of 10 business days before your item is dispatched. Following this time the delivery window will be approximately 7-10 business days.
We appreciate your patience during this period.

What are the shipping charges?

Our shipping charges are as follows;

Australian Delivery Charges

  • Standard – $14.95

International Delivery Charges

  • New Zealand – $19.95
  • Rest of the World – $19.95

For international deliveries we will provide a tracking number so that you know where your parcel is at all times.

  • For full terms and conditions of this service, click here.

What payment methods are available?

Wilson Australia Accessories accepts Credit Cards (Visa, Mastercard) and PayPal payment for all online purchases.

Will I be charged Customs and Import Charges?

Please note customs or import duties are charged once the parcel reaches its destination (delivery) country. These charges must be paid by the recipient of the parcel. As customs policies and import duties vary widely from country to country we have no control over these charges, and cannot confirm what the cost would be. We recommend that you contact your local customs office for current charges before you order, to avoid any unforeseen charges.

When will I receive a confirmation that my online order has been processed?

I have not received a confirmation email for my online order

  • If you have not received an online order confirmation after five business days of placing your order, please contact customer service. The reason for this may be because you have incorrectly entered your email address.

I have not received a tax invoice for my online order

  • Tax Invoices are emailed only when online orders have been dispatched.
  • If more than six business days have passed (excluding sale periods) and you have not received your tax Invoice, please contact customer service. The reason for this may be because you have incorrectly entered your email address.

How can I find out the status of my online order?

If you have not received your Tax Invoice via email within six business days (starting the following business day after placing your online order) please contact customer service.

Please note: The dispatch process for orders placed during public holiday or weekend periods will begin processing from the first business day (or return to work day). Online orders will then be processed on a day-to-day basis in the order of which they are placed/received by our distribution centre.

Has my order been shipped yet?

When your order is shipped you will receive your Tax Invoice via email. Your Tax Invoice will clearly state the dispatch date.

I am trying to register to buy online but am told I already exist in the system?

If you are registering your details and the following pop-up appears, it means your details already exist on the system.

In this case you can have your details re-sent to your email address by clicking on ‘Forgot Password’ (under Existing Customers).

How can I track my order?

Domestic
Tracking ID’s are issued to all parcels once dispatched. When you have received the tax invoice email, if you wish to obtain a tracking number please contact customer service by replying to your tax invoice email. Please note, we will not be able to generate a tracking number for you until your parcel has been dispatched from our distribution centre.

International
If you have requested shipping to an international destination please contact Customer Service by replying to your tax invoice email. Customer Service will provide you with the DHL tracking number.

I have received my online order but I wish to exchange/return items.

From the date you receive your items (date your delivery was signed for) you have a 14 day return/exchange period for change of mind. PLEASE NOTE: For items purchased on sale, we do not offer refunds.
You may exchange/return your items in two ways.

  1. Return or Exchange by Mail

Our online store accepts returns for a refund (full price items only), or exchange for a different size or colour. If you would like to return your item/s to our online store please reply to your confirmation email or forward your tax invoice to customer service.

Please note during an Outlet Sale or sale period we do not offer returns for a refund, exchange or credit. We do not guarantee the availability of sizes or styles therefore if the size or style is not available you will be granted an online store credit.

To return full priced items our customer service team will respond to you within 24 hours and provide you with a return authority number and reply paid address to return the item/s free of charge.

You have 14 days from the date of receipt to return the goods. Wilson cannot guarantee availability of exchanged sizes after this period.

Our Customer Service team are available to take your call from Monday to Friday on +61 3 9596 0616 or email customer service sales@wilsonaustraliaaccessories.com.au

  1. Return of an online purchase.

You have 14 days from the date of receipt to return the goods. Returns and exchanges must be made within the guidelines of our Return Policy. You must have your original tax invoice with you in order to process your return and credit the original form of payment. Returns for online purchases cannot be made at Department stores or specialty store locations. Items must be in new condition and unworn to be accepted as a return.

  1. Returning an International Delivery

Our online store accepts returns for a refund, (full price merchandise only). If you would like to return your item/s to our online store please reply to your confirmation email or forward your tax invoice to customer service.

Please note during an Outlet Sale or sale period we do not offer returns for an exchange online.

To return full priced items our customer service team will respond to you within 1-2 business days and provide you with a return authority number and details to return the item free of charge through your local DHL office.

You have 14 days from the date of receipt to return the goods. Wilson cannot guarantee availability of exchanged sizes after this period.

Our Customer Service team are available to take your call from Monday to Friday on +61 3 9596 0616 or email customer service sales@wilsonaustraliaaccessories.com.au.

My promotional code isn’t working, why was I charged full price?

Promotional codes are not automatically applied to online orders. To use a promotional code you need to enter it in the ‘Promotional Code’ box and click to apply to update the order total.

Is the sale only available online?

Unless otherwise stated, end of season sales are only available at the online store.

www.wilsonaustraliaaccessories.com.au

What is considered a personal effect of wear and tear?

Anything which is caused by general use of the item over time. For example a common example is colour migration from denim or dark materials onto light coloured leather. This effect of wear and tear is usually irreversible thus we recommend when purchasing Wilson products that you seek care advice from our Wilson Australia Accessories care of product guide.

Does Wilson Australia Accessories have a repair service?

Unfortunately Wilson does not offer a repair service. If you have a previous season or vintage Wilson item which requires a repair, please feel free to contact Wilson for a recommendation for a local repair service.

Please note that Wilson is not responsible for items damaged by recommended repair centres.

Can Wilson Australia Accessories provide spare parts?

Unfortunately Wilson does not provide or sell spare parts.