ORDERS, PAYMENT & SECURITY
ORDERS
Placing an online order with TWH is simple, fast and secure. Following successful payment you will receive an immediate order confirmation receipt sent to the email address you entered at checkout. If you do not receive your confirmation email, please check your junk or spam mail.
Once your order is placed, it will be processed (packed and packaged) by our warehouse. TWH orders are processed Monday to Friday, excluding public holidays.
Standard orders are processed within 2-4 business days after placement, and express orders within 1-2 business days (excluding public holidays).
After processing, your shipping information is then sent to our delivery partners (Australia Post, DHL or Sendle) who will pick up and deliver your order. Please see the tracking section below in regards to when you will receive a tracking number, which is included with all our orders.
Standard domestic orders (Australia) usually take 7-10 business days (after dispatch to shipping company) to arrive.
Express domestic orders will arrive within 3-5 business days (after dispatch to shipping company).
International order delivery timeframes are less predictable due to customs processing which vary between countries, however usually take 14-28 business days for standard orders, and 7-14 days business days for express orders.
CHANGES TO ORDERS
Once your order has been placed, it is immediately forwarded to our distribution centre for processing and despatch. As a result, TWH is unable to make any changes, additions or amendments to an order once confirmed.
We recommend contacting us at hello@the-well-heeled.com if you have any further queries with regards to your order
DUPLICATE ORDERS
If you think you have accidentally placed a duplicate order please contact hello@the-well-heeled.com as soon as possible so we can attempt to reverse and refund the order before processing. This will only be possible if the order is still in queue at our distribution centre and hasn’t already been shipped.
If the order has already been shipped, TWH will refund the additional amount once the duplicate items are securely received without damage or evidence of tampering to our returns address.
STOCK AVAILABILITY
Our online store at TWH aims to always be in stock however, on occasion we may sell out. This will be indicated by an ‘Out Of Stock’ notice on the affected product/s.
If an item is available for purchase online, you will be able to Add to Cart at the Checkout.
If you have any further queries with regard to a particular product availability, please contact us at hello@the-well-heeled.com
PAYMENTS
Currency
All prices on the-well-heeled.com are displayed in Australian Dollars (AUD) as indicated in cart and checkout.
Payment methods
TWH offers both Credit/Debit card and PayPal payment options.
For Credit/Debit card payments we accept Visa, Mastercard and American Express (AMEX)
All payments are securely processed with end-to-end encryption by Stripe or PayPal payment gateways.
You can nominate your preferred payment method at checkout.
PAYMENT SECURITY
TWH takes online security seriously and as such we use Stripe and Paypal as our payment gateway services.
Stripe is PCI Level I encrypted so all transactions are protected from a potential data breach. This means that TWH does not store any of your credit card details nor does our server. Your credit card details are processed via encryption and are therefore not visible to TWH or Stripe at any time.
Click here for more information on Stripe and your online payment security when shopping with TWH.
PAYMENT ISSUES
Credit/Debit cards
If you are experiencing difficulties with your credit or debit card at checkout please first verify the payment details you entered, including CVV and expiry date, are correct. Please check your card is active and that you have the correct funds available. If you are still experiencing issues after this please contact us at hello@the-well-heeled.com
PayPal
If you are experiencing difficulties with using PayPal at checkout please contact PayPal directly about the issue. Please note TWH does not have control over payments processed with PayPal and for security reasons will be unable to resolve the issue on your behalf.
