| 1. Delivery |
5. Setting up an Account |
| 2. Returns |
6. Shopping |
| 3. Accounts |
7. Press and Media Relations |
| 4. Pricing |
|
| |
How long does delivery take?
We aim to dispatch orders within 48 hours.
How can I track my order?
You will be issued with an order number and a copy of your order once you have checked out. Please use this order number when contacting our office.
How does your delivery service work?
We use overnight couriers. If you require same day courier or special delivery arrangements please contact our office.
Do you deliver to work addresses?
When placing your order, you have the option to change your delivery details if they are different from those of your customer profile.
Do you deliver to PO Boxes?
Unfortunately we do not deliver to PO boxes.
Do you take international orders?
Yes, we are able to take International orders. These will be sent via Australia Post’s international parcel service unless your order is too large and requires alternative transport. If you have a preferred transport method or a international courier account such as DHL or FedEx, please advise at time of ordering.
Delivery Costs
Delivery costs are subject to your location and method of transport chosen.
< top of page >
|
Return policy
See Credits and Returns Policy in Terms and Conditions.
I have received a faulty item
If the item you have received is faulty, please advise us immediately. Please advise us within 48 hours of receiving the goods. Please have your invoice details on hand and information on what is faulty. We will be only too happy to replace the item. Please note that “changing your mind” does not constitute a faulty item.
I have received an incorrect item in my order
If you have received a wrong item in your order, please advise us within 48 hours of receiving the goods. Please have your invoice details hand and information of what was incorrectly supplied. We will be only too happy to replace the item.
An item is missing from my order
If any item is missing from your order, please advise us immediately. Please have your invoice details on hand and information of what was incorrectly supplied. We will be only too happy to replace the item.
How do I return an existing item?
Please note we have a strict policy on return of goods. We do not accept return of goods ordered over the web. Please select your goods carefully.
< top of page >
|
Setting up an account
Do I need to register to shop online?
Yes. Click on the register button and select the option which applies to you. To be eligible for a Trade account you must provide ABN details. To be eligible for a student or teacher account you must provide a valid and current TAFE member ID.
Why should I setup an account?
There are many advantages to creating an account. Enjoy quick access to your account details, favourites, stock on hand and previous ordering information. If you have an ABN, you can view wholesale trade prices as well as special pricing. You will also be able to benefit from our promotions and download our catalogues.
How long before I can shop on line?
If you wish to shop retail or have an existing Trade account you can begin shopping as soon as you register. If you wish to start a new trade account, this usually takes 1-2 working days for approval. You will be notified by email once approved.
How do I change details on my Koch account?
Click on the My Profile link.
I have forgotten my Password
Go to the log in page and click the “forgotten my password” link. You will be emailed your password.
< top of page >
|
What are retail prices?
Retail prices are for those customers who do not have an ABN or trade account.
How can I get trade Prices?
You will need to have logged on and registered as a trade account to see trade pricing.
Why do you show more than one price?
We like to reward our customers with volume price breaks. In this case you will see that if for example, you buy 2+ of an item the price will be cheaper. Remember, the price breaks work by each item you buy.
I wish to buy regularly from you. Do you have reps that can visit me?
Please contact our office for a Representative in your area.
< top of page >
|
How to set up an Account ?
When you hit the sign up button you will be asked if you are a new or existing Koch customer.
You will be asked to fill out an online form, no credit card details are required to sign up. The only time this web site will ask for credit card details is when you are ready to make a purchase.
Password Details
When you set up an account, you must create a password that is at least 4 characters. This can be changed at any time.
Account details
You may log in at any time to make changes to your account details.
Logging In/Logging Out
To login to your H&E Koch Account you may do so on the home page or on any other page of the web site by simply clicking the signup button and entering your email address and password. The signup button is located on the top right hand side of the web site or alternatively on the homepage to the left hand side.
< top of page >
|
How do I search for a product?
We have built in a fantastic new search function located on the right hand top side of the website. Search by specific word or narrow your search by using “all word” search. You can also browse by our Occasions search function.
Can I see a larger picture of the item I am interested in?
Yes. Simply double click the photo and it will enlarge the photo with all the information needed to order with. On the bottom and top of each page is the “NEXT” button so as you can continue to browse through photos at the larger size if you choose.
How do I filter out items?
The filters will appear only if there is product that can be filtered. Move the arrow over the filter to select a level of filter.
What are “My Favourites” used for?
My Favourites are a selection of products you wish to keep in a separate place so you can refer to regularly either for speeding up your ordering process. This makes regular ordering very quick and easy.
What is “My History” used for?
My History will show you your most recent purchases from Koch and will be displayed in a group format. Click on the group to expand the view and place your order quickly and easily.
How do I add to favourites?
Simply click the favourite link on the top of each item and it will add this to “My Favourites”.
Can I save items for viewing later?
Yes, once you have saved items to “My Favourites” they will remain there until you wish to remove them
I want to place the same or similar order as my last order?
This is easy. Simply go to your account statement details and open up the last invoice you received.
Can I add to my cart faster than one item at a time?
Yes. You can add order quantity to many items on one page and then select add to cart. This will take over everything you have selected on that page at one time and save you a lot of ordering time. Remember to add to cart before you click to go to another page otherwise you will lose this information.
What is a mixed buy?
A Mixed buy is when we offer you a price break on products when you buy a certain quantity of that assortment of products. For example, if an item is normally discounted when you buy 3 or more, we will offer you a discount when you buy 10 assorted of a particular product group allowing you to buy quantities of colours that suit you.
What is a bundle buy?
A bundle buy is a promotion that will give you a specific discount of a “bundle” of goods when you buy the entire bundle
Do you have a catalogue I can buy from?
All our printed catalogues are shown under the Catalogue Library tab on our website in PDF format. You must be a Trade customer and logged in to be able to download pur catalogues. Please contact customer service if you wish to have a catalogue mailed to you.
How can I tell if something is in stock?
If you have not logged in, you will see a flag stating the item is in stock. Red means no stock and green means in stock. If you log in, you will be able to see the exact stock quantity in stock at the time.
How can I know when goods are coming back in?
We have a yellow bar along the base of the item photo which will advise you of the ETA (Estimated Time of Arrival) of when a product will return back into stock
Do you have size guide?
Yes. You can either search using the specific size such as 28cm or Large using the search function. Otherwise, once looking up a specific category, most categories will have a filter that you can use to filter by size.
Can I order over the phone?
Orders are happily accepted over the phone. Please feel free to contact our customer service for assistance on 02 9741 4999
I am interested in purchasing large numbers of an item. How can I get a special price?
Please call our Customer Service Department on 02 9741 4999.
I have just placed an order. Can I amend or cancel it?
If you have checked out and placed an order which you wish to cancel, please contact our customer service immediately. If you wish to add to an order, you will need to make a new order and inform our office of this. Minimum Order Amount Orders under $50 cannot be accepted. Orders under $150 will be charged a handling fee. Freight is applicable to all orders, unless a promotion states otherwise.
Can I pick up my order?
Yes you can pick up your order. Please include this in the comments section on the end of your order.
How do I pay for my order?
When checking out, please tick the method of payment . We accept
- Visa Card
- Mater Card
- Direct Deposit via Electronic Funds Transfer (EFT)
How do I know what is New?
All you need to do is click on the “What’s new” section on the left hand side of the website and this will give you a new view with category break up of what is new in the last 90 days
What is a clearance?
A Clearance item is one which has been marked to clear. Once it has been sold out we will no longer stock it.
How do I sign up to the Koch newsletter?
When creating your account you will be asked to sign up for the newsletter. If you have accidentally unsubscribed to one of our emails you will be able to re-subscribe via the ‘view or change my account information’ under the My Profile link.
Do you sell gift vouchers?
Yes. We do sell Gift Vouchers. Please contact our office.
< top of page >
|
Please feel free to approach Koch for press and media links
Interflora Members
Petals Members
Teleflora Members
Other Relay and Florist groups
Commercial enquiries
All commercial enquires will require proof of an ABN
If you wish to use any of our photography or products on your website, please make request in writing.
Contact Us | About Us
< top of page >
|
Koch & Co Wedding Kit
