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FAQs

Q: Can I collect my order?

We do not offer a cash and carry service, however, you are welcome to collect your order. Our warehouse is extremely busy, so collection times must be booked in advance.

Q: Can I order just a few of items?

We can only dispatch orders over $300. If you only need a small quantity, please keep an eye on the Sales section on the website to build up your order with some bargains!

Q: Why are the boxes that my order arrived in damaged & scruffy?

At IDC, we are proud to say that we send most of our orders out in recycled packaging. We only use sound and secure boxes. If your cases arrive ripped, wet or crushed, this is NOT how they left our warehouse. Please let us know straight away and make a note of it on the driver’s delivery note so we can address the issue.

Q: Why do I have to pay freight and not have free delivery?

We work extremely hard to give honest and fair pricing for all our products. We would rather offer you the true price than inflate our prices to absorb the delivery costs.

Q: I paid my pro-forma invoice by bank transfer, but did not receive all the stock?

We do not hold stock for pro-forma orders. If you delay paying the invoice, then unfortunately you will sometimes miss out on stock. If you have overpaid then the balance will sit on your account ready for your next order.

Q: If you are out of stock, will you send the item when it comes back in to stock?

We cannot hold backorders on our system, so we ask you to re-order at a later date any items you missed out on.

Q: How do I know what’s in stock?

All of our account managers will present our product to you using an iPad app called Field Folio. This application is linked to our stock holding. If the item is available to order on the website, then it’s in stock.

Q: What is your RRP?

As we are a wholesale supplier, we don’t have an RRP.

Q: Can I use your images on our store website & advertising?

Yes, please do! Your account manager has access to all high resolution images that they can send you.

Q: I’ve just seen your products online and I’m not happy about it.

We are happy to support the majority of our customers that have websites, which run alongside their stores. We also partner with a small handful of carefully selected, larger and better known online stores who we feel will both display our products and brands appropriately. They buy their stock at the same price as our independent customers and advertise their own RRP. These high profile online stores sell our products for 3-5 days at a time. These types of retailers actually help boost our independent stores as the volume of orders we receive during these times increases substantially.

Q: Can I visit your showroom? I’m in the area, can I just call in?

We love to have visitors to our show room! Please give us as much notice as possible as the showroom is used on a daily basis for meetings and presentations. Contact your account manager who can book a date and time for you.

Q: Has my order left?

When you order has been dispatched, we will send a copy of the invoice to your email address. We are also working with Star Track to email you the tracking number as soon as they scan the delivery.

Q: Why do you offer pre-order on products? Why can’t I just wait until new stock arrives?

We offer pre-order as many of our customers like to plan ahead and know that they have secured the stock. We bring in promotional items several times a year to keep our offering new and exciting. These promotions come in at fantastic value and sell out fast, so again, you can secure that stock.

Q: Do I have to pay for my pre-order?

If you are a credit account holder, your pre-order will go straight into the queue for the new stock. If you are a pro-forma customer, you will need to supply your credit card details to join the queue. Please note we will not take payment until we dispatch your order. It’s a first come first served system, so if you leave it too late to supply us with your details, you may miss out on the promotion. The good news is, if we sell out we can get another promotion in!

Q: Do you just have one annual brochure a year?

This year, we have listened to our customers and will be issuing not 1, but 4! This will keep our offering new and exciting. It also gives us the opportunity to act quick on new trends.

Q: A customer of mine wants to order 300+ throws in her own choice of colour. Can you do that?

Yes of course. There are minimum orders but we can supply any of our designs in any colour! Let us know the volume, style and Pantone colour reference and we will work on a quote for you.

Q: You used to supply napkins in many colours and I have a customer who wants to order some. Can you still get them?

Yes, we can order those in for you. Just let us know the quantity, colour and design.

Q: I ordered a product online and when I received it, the shade of colour was slightly different. Why is this?

All photos used in our advertisement is true to colour. However, depending on the device or processor you’re using to view the product, the colour may vary slightly to the true product.

IDC Homewares - ABN 52079912191