Trade Account & Access
How do I open a trade account?
If you're new to Wallace Cotton Trade, you'll need to apply for a trade account before purchasing online. Complete our account application form to get started and once approved, you'll receive login credentials and access to your personalised pricing.
Why can't I see pricing or purchase online?
Our trade website is available exclusively to approved account holders. Pricing, stock availability, and ordering are all accessed through your trade login. If you haven't yet applied, visit our account application page to get the process underway.
I already have an account — how do I access my pricing?
Once logged in, your personalised pricing reflects on the category and product pages. If you're having trouble accessing your account or believe your pricing isn't displaying correctly, get in touch, we are here to support.
Ordering & Stock
No, there is no minimum order.
If you're new to Wallace Cotton Trade, you'll need to apply for a trade account before purchasing online. Complete our account application form to get started and once approved, you'll receive login credentials and access to your personalised pricing.
Can I place a backorder on out-of-stock items?
No, we are unable to accept backorders at the moment.
Can you drop ship directly to my customers?
In many cases, yes. We can dispatch orders directly to your customer's address on your behalf. Please update the delivery address when ordering.
Can I order samples before committing to a larger order?
No, we don't offer samples for our product ranges. We do have an easy returns policy so if you buy it and it doesn't work, you can return it within 30 days for a full refund.
Are there minimum order quantities (MOQs)?
For in-stock items, there is no minimum order quantity. Order as little or as much as you need.
Pricing & Payment
How do I access current pricing and stock availability?
All pricing and live stock availability are visible once logged in. If you need assistance accessing your account or would like more support, please reach out to our team directly.
Do you offer volume or tiered pricing?
Yes, we reward consistent and high volume purchasing with tiered pricing. Contact us to understand what pricing applies to your account.
Do you provide RRP guidance?
Yes. Recommended retail pricing is provided as a guide to help maintain consistency. We do ask that the integrity of the Wallace Cotton brand is respected in how our products are presented and sold.
What are your payment terms?
All trade accounts are on cash terms. If you have questions about your payment terms or need to discuss your account, please contact us directly.
Do you issue GST invoices?
Yes. A full GST invoice is automatically generated and sent to you upon dispatch. You can also access your invoice history by contacting us directly.
Delivery
How long will my order take to arrive?
Courier items — smaller items generally arrive within 2–3 business days, though rural and residential addresses may take a little longer.
North Island freight — larger items typically take 1–5 working days depending on delivery schedules.
South Island freight — please allow 7–10 working days.
A tracking link is sent automatically once your order has dispatched. If you have a specific deadline or delivery requirement, let our team know in advance and we'll do our best to accommodate it.
Do you ship internationally?
We don't currently offer international shipping for trade customers.
How are items packaged?
Items are packaged for safe transit in recycled plastic courier bags or boxes. If you have specific requirements, please let us know.
Returns & Damaged Goods
What is your returns policy?
We want every Wallace Cotton purchase to be exactly right. If you need to return an item, the following applies:
- Change of mind products may be returned for store credit within 30 days of delivery, provided they are unused, in original packaging, and in resaleable condition. Return freight costs are at your expense.
- Faulty or damaged products must be returned following the damaged goods process below.
To initiate a return, contact our team with your order number, photographs, and reason for return.
What should I do if my order arrives damaged?
We take great care in preparing your order, but damage in transit does occasionally happen. Please inspect your order upon arrival even if items aren't going straight into use. Report any damage within 7 days of delivery. We're unable to accept claims outside this window as it affects our ability to lodge a claim with our freight partners.
When getting in touch, please have ready:
- Your order number
- A description of the damage
- Clear photographs of the damaged item(s) and all packaging, including the outer carton
Please hold onto the original packaging until your claim is resolved. Once we've assessed the situation, we'll advise the best course of action, whether that's a replacement, credit, or repair.
Product Information & Care
Do you provide care and maintenance information?
Yes. Care instructions are available for all products and can be provided on request. All products are supplied with care information on the tag.
Do furniture products require assembly?
No, all products are supplied assembled.
Trade & Marketing Support
Do you provide product imagery and copy for trade partners?
Yes. We ask that all trade partners represent Wallace Cotton products accurately across their websites, social channels, and marketing. We provide approved imagery, copy, and product specifications to make this straightforward. Consistent, accurate representation helps protect the brand and ensures your customers have a clear picture of what they're buying. Contact our team to request assets.
Do you provide any point-of-sale or branded materials?
No, we do not supply any branded materials.
How do I stay up to date on new arrivals and launches?
Trade account holders receive updates on new arrivals and upcoming collections via email. Keep your contact details current in your account to make sure you don't miss anything. You're also always welcome to visit our retail stores to see new product as it arrives.
Can I use Wallace Cotton imagery on my own channels?
Trade partners are encouraged to use approved Wallace Cotton imagery across their own platforms, provided it's used accurately and in keeping with the brand. Please request assets through our team rather than sourcing imagery independently. This ensures you're working with current, approved files.
Privacy & Security
Is my information safe?
Absolutely. Your personal information and payment details are handled with the highest level of care and encryption. We will never sell, share, or trade your information with third parties. For full details, please refer to our Privacy Policy. If you'd ever prefer to place an order over the phone rather than online, we're happy to assist.