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Frequently Asked Questions

Registration

How do I register on Wellastore? / How do I create an account in Wellastore?

To create a professional account you can click here (https://au.wella.professionalstore.com/create-account) and complete the registration form. If you are an existing Wella customer, you can simply use your account number, or if you are a new customer you can complete the new registration form. You will need to include your ABN and attach proof of ABN. Once completed, our Customer Care team will approve or decline your application.

How do I register on WellaOne? / How do I create an account in WellaOne?

If you already have a Wellastore account you can use the same login details for WellaOne. To create a new professional account, which enables you access to all Wella Company digital platforms, you can click here (https://au.wella.professionalstore.com/create-account) and complete the registration form. If you are an existing Wella customer, you can simply use your account number, or if you are a new customer you can complete the new registration form.

Where can I find my Wella account number?

Our existing Wella customers can locate their account number on their invoice. You can also view & manage your account on our digital platform WellaOne [https://www.wellaone.com].

I would like to order online for several of my salons, do I need to register each salon separately or can I use the same email address?

You can connect to several salons with the same email address. You need to register online for the first salon, then request Customer Service to add the other salons to your online account. Please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

What documents do I need to register?

If you are an existing Wella customer, all you need is your Wella account number, that you can find on any invoice. If you have never ordered from Wella before, you will need your company details as well as ABN.

Can I register on Wellastore if I am not a salon owner?

Yes, if the customer fits an eligible professional profile: salon professional, freelance/self-employed hairdresser, store or wholesaler. Registration is required before ordering.

Do I need an account to shop on Wellastore?

Yes, a Wellastore account is required before ordering.

Can I register on Wellastore if I have never bought directly from Wella Company?

Yes, during registration, simply select "I'm a new professional customer." You can create a Wellastore account even if you've never purchased directly from Wella Company before.

My Account

Can multiple people within my salon place an order?

Yes - you can add multiple employees under the 'My team' tab in the profile drop down menu on our digital platform WellaOne [https://www.wellaone.com], which is accessible on all devices (desktop, mobile, tablet). This feature is currently not accessible on Wellastore mobile app.

I already have a Wellastore account. How do I register on WellaOne?

If you already have a Wellastore account, there's no need to register on WellaOne. Your account has already been migrated. Simply log in with your existing credentials and explore all the features WellaOne has to offer!

How do I close my WellaOne / Wellastore account?

Please submit your request by emailing our Customer Service team: wellaaustralia@service.wella.com

I need help with my account. Who can I contact?

For any assistance with your account, please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

I have a Wellastore account but I don't manage to log in

Your password is potentially incorrect. Click 'Forgot password' and reset your password through email that will be sent to you.

How can I reset my password?

Have you forgotten your password and want to reset it? Click on 'Login' in the upper right corner. Then select 'Forgotten your password?'. Now enter your registered email address and follow the instructions in the email sent to you. If you are already logged in but would like to renew your password, then select the 'Password' tab in the menu. Here you can easily change your old password to the new password of your choice.

I cannot find the email to reset my password - where can I find it?

Please check your junk email, however if after checking you're still unable to find this, please contact our customer services - email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

How can I manage my account information?

You can manage your account information in the 'My profile' and 'My team' tab in the dropdown menu, located under your user name in the top right corner of our website.

How do I update the email address on my account?

To change the email address linked to your account, follow these steps:
  1. Log in using your current email address.
  2. Click the dropdown menu in the top right-hand corner and select "My Profile."
  3. Click "Edit My Account Details" in the top right.
  4. Update your email address in the relevant field.
  5. Click "Save."
Once saved, you’ll be automatically logged out. You can then log back in using your new email address.

Can I download the order overview?

No, it is not possible to download the order overview.

I cannot find an order that I did with my Sales Rep?

Your full order history, parcel tracking, ability to raise Help request for your order and many more features are available on our digital platform WellaOne MyOrders [https://www.wellaone.com/my-orders]. You can access it from Wellastore (available on desktop, iPad and mobile) by clicking on your username at the top right of the page, and selecting My Orders. When using our mobile app, proceed to More at the bottom left of the screen, where you will find Order History section

How can I sign up for the Wellastore newsletters?

On our web version of Wellastore: If you aren't already opted in to our newsletters, you can do this by heading to the bottom of our Wellastore website and clicking 'Subscribe to our emails'. On Wellastore app: Click on the banner located at the top of the screen

My details aren’t working when I try to register on Wellastore.

If your details appear as invalid, it’s possible you’re already registered. Please try the ‘Forgot Password’ option on the login page to check if you have an existing account. If you’re still having trouble you can reach out to your sales rep or contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

Commercial Conditions

I cannot see certain brands when I am logged in, why?

Some brands like System Professional, Sebastian Professional and Sassoon benefit from special trading conditions. These brands are only available for hairdressing salons that meet specific criteria and/or a standard first order. If you would like more information on these brands you can contact your Sales Rep.

Ordering

What should I do if a product is not visible on Wellastore?

In case product can not be located on Wellastore, please submit a Help request via WellaOne MyOrders [https://www.wellaone.com/my-orders] or contact our Customer Services team if you require an immediate assistance with placing your order

How can I order one of my past orders again?

To place a previous order again on our website, click on your user name in the upper right corner of the Wellastore after you have successfully logged in to open the menu. Then go to 'My Orders'. Once you have found the order you would like to reorder, click on the arrow circle under the 'Reorder' header. All products of the selected order will be added to your existing shopping cart. If you wish, you can still adjust the quantities in the shopping cart view. If accessing via mobile app, proceed to 'More' located at the bottom left corner and by clicking on Order History, you will locate your previous purchases. By clicking on arrow down you will be able to view the content and reorder it.

I regularly order the same items, can I create a favourites list?

Yes, you can easily create your own personal favourites list. To do this, click on the heart symbol at the top right of the desired products. The product will be added to your favourites list. You can call them up at any time by clicking on the heart symbol located below your user name in the top right corner on our website. On our mobile app you will find your Favourites section in the bottom bar.

Can I view my previous orders online?

Your full order history, parcel tracking, ability to raise Help request for your order and many more features are available on our digital platform WellaOne MyOrders [https://www.wellaone.com/my-orders]. You can access it from Wellastore (available on desktop, iPad and mobile) by clicking on your username at the top right of the page, and selecting My Orders. When using our mobile app, proceed to More at the bottom left of the screen, where you will find Order History section

Can I cancel my order?

Unfortunately once the order has been placed we are unable to cancel this order.

Will my Sales Rep be informed about my online orders?

Yes, your Sales Rep has visibility of your orders. This way they can check during your next visit whether to propose additional items and to ask about your online shopping experience.

Can my Sales Rep still take orders?

Yes, online ordering is simply an additional way for you to place your order, available 24/7 with additional capabilities like re-ordering previous purchases, back in stock notifications, quick order and other functions to simplify this task. Ordering online does not change your relationship with your Sals Rep.

I’m unable to add products to my cart, or products are showing as unavailable

This may mean your account hasn’t been approved for online ordering yet. Please contact your sales rep, or reach out to our customer service team - you can use the live chat during business hours, email us at wellaaustralia@service.wella.com, or call 1300 885 002 (AU) or 0800 800 128 (NZ).

Is there minimum a order threshold?

No. However, if you spend $500 or more (excl. GST) you will get free shipping on Wellastore

Is ordering via Wellastore different from ordering through my sales representative?

Ordering through Wellastore offers the same products, trade terms, and delivery timeframes as ordering through your sales representative. While some promotions may have different redemption conditions online, Wellastore also provides access to exclusive offers and promotions that are not available through your sales representative. Wellastore is designed to complement, not replace, your relationship with your sales representative. It gives you the flexibility to place orders anytime with 24/7 self-service access, convenient card payment options, and exclusive online deals, while continuing to receive the same support from your sales representative.

How do I access Wellastore in WellaOne?

Log into your WellaOne account, and you'll see the Wellastore logo next to your user icon at the top of the page. Click on it to explore all our professional range of products and exclusive promotions.

Where can I find my order history or manage purchases?

Your order history, parcel tracking, ability to raise Help request for your order and many more features are available on our digital platform WellaOne MyOrders [https://www.wellaone.com/my-orders]. You can access it from Wellastore (available on desktop, iPad and mobile) by clicking on your username at the top right of the page, and selecting My Orders. When using our mobile app, proceed to More at the bottom left of the screen, where you will find Order History section

Why does my order show as "Overdue" / "Due"?

Our system shows this order as unpaid. If you have just recently paid for your order, it may take some time for the status to update in MyOrders. If you would like more details please submit a Help request on WellaOne MyOrders [https://www.wellaone.com/my-orders]

What are the status that can appear in the "Status" column on My Orders?

Pending: Order was just placed on Wellastore and is moving through our systems. There is no action needed from you. Cancelled: Either we have received a request from yourself to cancel the order or some or all of the products are unfortunately not available for shipping. Blocked: There may be a credit related issue with your order. Please contact our Accounts Receivable department who will be more than happy to help. In packing: Your order is already at our warehouse being prepared. Shipped: Your order has already shipped, you can click the “Track” button to see exactly what is its status directly with the carrier responsible for delivery. Unfortunately we are not able to show "Delivered" status, "Shipped" is the last stage an order will reach on MyOrders. Users can use the tracking link to check if the order was delivered.

Why was my order split into multiple deliveries/invoices?

If your order is being shipped from multiple warehouses, it may arrive in one or more parcels. Additionally, if any products were unavailable, we shipped the available items as soon as possible, and the rest will follow in a second delivery.

I cannot find an order that I did with my Sales representative?

The order history, status & reorder capability for all your orders are available within our WellaOne MyOrders [https://www.wellaone.com/my-orders] portal. It allows you also to track your orders, make payments or to submit a Help request for any queries or issues that you might have with your order

Can I add or remove products after placing an order?

No, once an order is placed, it cannot be changed. Direct urgent order issues to Customer Service.

How long do products stay in my cart?

You can build your cart over time and come back to it whenever you're ready. If there's no activity in your cart for 28 days, it will be automatically deleted. Adding a product resets the 28-day period, so your cart remains active.

Payments & Discounts

What are the payment modes available on Wellastore?

Payment is either on invoice as per your contractual agreement or credit card from January 2023.

Will my invoice discount be applied?

All contractual discount is applied to every order at checkout.

Do the product prices include GST?

All prices are excluding GST and this is applied at checkout.

Do I have the same promotions on Wellastore than via my Sales Rep?

We try wherever possible to replicate business promotions, however there may be occasions where Area Sales Rep have introductory specials. In addition we run online only promotions from time to time.

How to use a promotion code?

Please enter any promotional code at checkout.

My promotional code isn’t working

Some promotional codes are exclusive to certain customer types, such as salons, RED accounts, or wholesalers. Please check that you’re eligible for the promotion you’re trying to use. Note that only one promotion per category or brand can be applied to each order. If a promotion includes a set limit of complimentary items and you wish to order more, please contact your dedicated sales rep to request a larger quantity.

I forgot to apply my promotional code at checkout

All issues or discrepancies with promotional codes must be reported before placing your order. Once an order has been processed, we’re unable to make any adjustments or apply promotional discounts retroactively. Unfortunately, we’re also unable to add free-of-charge products after checkout if they were not correctly included when the order was placed. Thank you for your understanding.

Invoice

Where can I find my latest invoices and print a duplicate?

You can find all of your bills in WellaOne MyOrders [https://www.wellaone.com/my-orders]. To download your invoice or obtain a copy by sending it to a desired email address, locate the invoice and simply click on the invoice icon in the 'Invoices & Value' column. On smaller screens or mobile devices, go to order details screen and scroll down to Payment Details section, where the invoice number will be available, as well as the send or download buttons.

Where can I find the invoices of the orders that were done via my Sales Rep?

You can find all your invoices in WellaOne MyOrders [https://www.wellaone.com/my-orders]

How can I download my credit note / debit note as a pdf. / obtain a copy via email?

To download your credit note / debit note or obtain a copy by sending it to a desired email address, go to WellaOne MyOrders [https://www.wellaone.com/my-orders]. Proceed to CREDITS / DEBITS tab to locate the document. Click on the invoice icon in the 'Invoices & Value' column. On smaller screens or mobile devices, go to order details screen and scroll down to Payment Details section, where the invoice number will be available, as well as the send or download buttons.

Will I receive an invoice for my online orders?

Yes, you will receive your invoice via email. You can also download a copy or send it to a desired email address, by going to WellaOne MyOrders [https://www.wellaone.com/my-orders], locate the invoice and simply click on the invoice icon in the 'Invoices & Value' column. On smaller screens or mobile devices, go to order details screen and scroll down to Payment Details section, where the invoice number will be available, as well as the send or download buttons.

Delivery

How much does shipping cost?

Free shipping over $500 excl. GST - exclusively on Wellastore. The online price shown is indicative of the price you will pay, your invoice received after delivery will confirm final amount payable. If paying by credit card the payment won't be taken until after the invoice has been issued. This can take up to 4 days.

When should I expect my delivery?

Place your order before 12pm to ensure dispatch on the same day. we aim to deliver within two working days of dispatch but this can vary by location.

How can I track my order?

Once your order has been shipped, you will receive a shipment confirmation email with a tracking link. You can also track your orders in WellaOne MyOrders [https://www.wellaone.com/my-orders], where tracking link is available in Order Status column for a period of 30 days.

Can I select a desired delivery date?

Unfortunately this isn't possible at this time.

Can you deliver to an address other than my usual delivery address?

Address changes cannot be made online. To update the address on your account, please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).

What happens if I haven't received my order or have an issue with my delivery?

For any assistance with your order please submit a Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

What happens if I am missing items from my order?

Return requests for short shipments or wrong items must be made within 5 business days after delivery. If your order is missing an item, please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ) - so that we can help open a claim on your behalf.

What should I do if I have an issue with my delivery?

For any assistance with your order please submit a Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

Returns

Can I return or exchange my order?

All claims for product returns, except in the case of defects, must be made within 5 business days after delivery. To do this, please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ) - so that we can help open a claim on your behalf. Please note, the returns may be subject to a 20% administrative/restocking fee. No returns will be allowed on discontinued products.

How do I return an item?

For any assistance with your order please submit a Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

How long do refunds typically take?

It can take up to 3 weeks for the credit to show on your account.

Claims / Complaints

A product I ordered is not delivered, nor billed, do I need to order it again?

For any assistance with your order please submit a Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

What if my item is damaged or defective?

For any assistance with your order please submit a Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

I have received an item I did not order, what should I do?

For any assistance with your order please submit a Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

Customer claims / complaints: faulty, damaged, incorrect items. Any order related queries

If you require an assistance with your order please submit a Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

Help or advice with products after 30 days of purchase

For help or advice with products after 30 days of purchase, please raise Help request through WellaOne MyOrders [https://www.wellaone.com/my-orders]

WellaOne

What is WellaOne

WellaOne is our digital portal with a single login account that will connect you to all Wella Company digital platforms, including Wellastore. From the start you will be able to view, track and pay orders, download invoices or to submit Help request for your order. Soon you'll enjoy additional features like a personalised Calendar, access to our Loyalty programs and our innovative Education platform.

What is the difference between Wellastore and WellaOne?

WellaOne is the single entry point for all of our digital offerings, including Wellastore. With just one account, you'll unlock access to all Wella Company digital platforms, including Wellastore, our dedicated online store for professionals within WellaOne.

What are the benefits of WellaOne?

WellaOne allows you to access services that were previously hosted in different platforms, with one-single log-in. View, track and pay orders as well as conveniently download invoices or submit Help request in one place.

What impact does WellaOne have on my current ways of working/ordering?

WellaOne is an account management platform designed for salon professionals who want to streamline their business without compromising creativity. Through WellaOne, you can also access Wellastore, our online ordering store for professionals. Manage orders, invoices and payments, track deliveries in real time, raise Help request for your order and oversee your salon accounts and team access - all from one login.

How do I log in to WellaOne?

Using your username and password, like any other login. If you already have a Wellastore account, simply log in with your existing credentials and explore all the features WellaOne has to offer!

How do I get to WellaOne from Wellastore App?

From your Wellastore app, click on 'More' to select WellaOne from the menu, and it will open in your browser.

Data Privacy

Where is my data stored? What type of data do you store? How long is my data stored for? How do you use my personal data?

For details on data privacy please refer to our privacy policy: https://www.wellacompany.com/privacy-policy

Where can I see the data you are holding of me?

Please fill in this form: https://www.wellacompany.com/consumer-affairs and we will get back to you with the details requested

Contact

You haven't found a response to your question?

Please contact our customer service team via live chat during business hours, email us at wellaaustralia@service.wella.com, or call us on 1300 885 002 (AU) or 0800 800 128 (NZ).