faq wholesaler
Frequently Asked Questions:
Product FAQ
Can my Printed wall art products be mounted outside?
No. Antique fragments, Oleographs and canvases are made from various materials which may include canvas, paper, plaster etc and so are not suitable for outside use. Also they should not be placed in direct sunlight. We do not suggest a sealer for these either. The best solution is to order products that are made specially to go outside.
Can I coat them with a sealer so they can go outside?
We do not recommend that you coat your indoor products with anything. All varnishes etc eventually discolour, fade or peel when left exposed to the elements. This is why we make a separate outdoor cement based product for outdoor use. We cannot accept responsibility for any finishes added to our products after they leave our factory. The best solution is to order products that are made specially to go outside.
Can I protect my outdoor product with a sealer?
Yes, to prolong the life of the outdoor plaque you can give it a coat of wax every year to help keep the richness of the colour from fading. Beeswax or any other wax will do for this task.
Which light globe do I use for the lamps?
The lamps require the small size screw- in bulbs (E14) available in most supermarkets, hardware shops and larger stores like IKEA.
There is a screw/ washer missing from my lamp when I attach the lampshade?
The lamps we have supplied in the past used to have two washers for attaching the lampshade. They are now supplied with only one washer. This is not a problem - it-s just a different design. You simply unscrew the single washer, place the lampshade on top of the two lips and then tighten the washer.
How does my clock go together?
Your clock movement should be attached to the clock face already. The first piece to go on is the hour hand. That just pushes down over the shaft. Next is the minute hand which sits on the shaft and is screwed down by the small gold nut. Now push in the second hand and you are done.
How do I hang the wall plaques?
For mounting on a brick wall: Drill a 6.5mm hole using a masonry bit to a depth of about 35 or 45mm. Hammer a green plastic plug into the hole and then screw in an 8g wood screw almost fully leaving about 8mm proud of the wall. This will then support the wire hook on the back of the plaque.
For internal stud walls or other hollow walls: If you are not sure what the walls are made of you can tap them and if they sound hollow then use this method. It is best to find the wooden horizontal or vertical beams inside the wall. You can use an electronic stud finder for this or you can find the beams by tapping in various places to hear where it sounds most solid and then test by banging a very thin nail in to see if it hits wood after going through the surface coating of the wall (usually soft Gyprock). If you are sure that you are on a wooden beam then you can drill a small pilot hole with a steel drill. The width of the pilot hole should be just a little wider than the core of the wood screw but less than the max diameter of the screw. Then screw in the screw as above.
If you want to hang the plaque on a hollow section of wall where there are no support beams then you can buy special fitting for this from your hardware shop.
Where can I buy Anna's designs?
To find your nearest shop a list of agents for each state is available here.Your agent will advise the shop nearest to you. If you are unable to contact your agent you can contact us here.
Can members of the public buy direct from you or must we buy through a retail outlet?
Members of the public are always first directed to your nearest retail outlet but if you are in a very remote area or the retailer is unable to supply you for some reason then you can place an order directly with us here.
Buying FAQ
I want my products to match each other or the brochure/web image.
We do our best to colour match each product to the original. But because each piece is hand painted with many layers of paint, over a number of hours, there is a naturally a slight variation in hue between each batch. However if you wish to have a matching pair or set, we can ensure that that your pieces are painted at the same time thereby minimising this variation.
Do you still sell the old products that are not shown on the website?
If we still have the mould in our archives then it is possible but you should check with head office. There is a surcharge of 20% for older one off items.
I bought an item for my sister who does not like it, can she swap?
It depends on the policy of the retailer that you bought it from. You need to check with them before purchasing. If you buy it directly from us and bring it back to our shop in Perth at your own expense and if there is no damage then, in most cases we will allow a swap depending on stock availability. You will need to have your receipt.
Shop FAQ
Where is your shop and what are your opening hours?
We are located at:
25 Pearson Way Osborne Park WA 6017. contact us
Our opening hours are:
Monday to Friday 10AM to 4PM
Saturday 10AM to 2PM
Do you sell gift vouchers?
Yes we sell gift vouchers for any value at our shop in Osborne Park Perth. They can only be redeemed in our shop.
Wholesale FAQ
Do I order direct or via an agent?
We encourage all our retailers to order through their local agent - see here. The agent has more local knowledge. If for some reason you cannot get hold of the agent you can always contact us here. The agent will receive commission whether the order comes direct or via them.
Do you have certain items in stock?
Some items are made to order and some are stock items which we import. Because our product range is so huge for Printed wall art, Lamps and mirrors and sculpted wall art - these items are to order.
Whereas in the Homewares, Accessories & Stationery and Textiles, most of these items are available from stock.
What are you normal trading terms?
Our normal trading terms are Pro Forma (you send us the payment before we ship the goods) for the first order. For the second order you need to post us a fully completed original credit application form and if credit is subsequently approved then the terms can changed to a 30 day account. A 30 day account in this context means - 30 days from date of invoice.
When will I receive my order?
When we receive your order either via the website, phone, fax or email we will work out the freight component of the order then email you a copy. You then need to confirm the order with us before we start work on it. If the terms are Pro forma then we will send you the order as soon as you pay us for it. If you have a 30 day account with us then we will start work on the order straight away. The turnaround time is usually two weeks i.e. it usually takes two weeks to make your order if the items are not stock items.
Can I add to my order?
Yes you can. Best to email or fax your additions or changes to head office.
How long does the freight take?
We send freight to the eastern states every Tuesday and Friday.
If we send a shipment from Perth on Tuesday it will usually arrive in metro Sydney, Melbourne or Adelaide on the same Friday.
If we send it on Friday it will arrive on the following Monday or Tuesday.
For country areas you need to add an extra working day to the above estimates.
For Queensland orders: Brisbane orders will take about 5 days and Queensland rural areas will take about a week.
For Perth orders we will let you know when the order is ready for pickup or send it with our local courier to deliver next day if you request.
For Western Australia country areas we usually use the customer's own freight company.
Will my shop have exclusive supply of Anna's products?
Yes, due to the distinctive nature of our product and at the request of retailers, our policy is to stock one good outlet per suburb on an exclusive basis. Occasionally, where there are two shops near to each other, the first shop (existing customer of ours) is happy to handle only part of the range. In this case we are happy to supply the other part of the range to the second shop. Obviously the first shop will always have first priority in these situations.
There are some exceptions to this exclusivity rule i they are: Doormats, placemats, coasters, wrapping paper, gift cards and tags
My order has arrived and a piece is missing, broken or not what I ordered, what do I do?
Contact Head office as soon as possible so we can rectify the situation. If the item is broken then please email us a pic of the damage and we can then send you a credit note or replacement. If you cannot send a pic then keep the item for the agent to sight.
It's my second order, why am I still on pro forma?
You may still be on Pro forma because we have not yet received you fully completed original application form.
Can I have Sale or Return?
No, our normal trading terms, as above, are Pro Forma for first order then, if we have a fully completed credit application and credit is approved, you can change to a 30 day account.
I have applied for wholesale access on you website a few days ago and have not been given an access code yet?
This process normally takes a few days but can take a while longer. We have to send your details to our agent who then contacts you before getting back to us with the approval so please be patient.
If there is already an existing stockist in your area then we send you an email saying that we are currently unable to supply but that you will be on the list of people to contact should the situation change in the future.
When I ordered on your website there is no money taken from my credit card?
We do not deduct money from your card at the time of purchase on the website. This is because we need to estimate the freight (see below) first. Once the order is confirmed we can debit your card. This will be done a few days before your order is ready to be shipped.
What will be the cost of freight?
This depends completely on the size of the order as there are fixed charges for each consignment. To minimize the cost of freight per item it is best to place a large order and that way the freight bill gets spread across a large number of items and is therefore smaller per item. If you are concerned about the cost of freight it is best to email us on info@annachandler.com for a quick quote.
I am confused about which code to use to order Antique fragments?
To help you with the ordering of Antique Fragments and to clarify any queries about size:
The Antique Fragments come in 4 different sizes with the following references.
AF means Square
AF15 = 15cm x 15cm - a 15cm x 15cm square
AF20 = 20cm x 20cm - a 20cm x 20cm square
AF30 = 30cm x 30cm - a 30cm x 30cm square
AF50 = 50cm x 50cm - a 50cm x 50cm square
AFA means Rectangle
AFA4 = 29.7cm x 21cm - an A4 size rectangle
AFA3 = 42cm x 29.7cm - an A3 size rectangle
AFA2 = 59.4cm x 42cm - an A2 size rectangle
AFHS means Half Square
AFHS30 = 30cm x 15cm - half of a 30 x 30cm square
AFHS40 = 40cm x 20cm - half of a 40 x 40cm square
AFHS50 = 50cm x 25cm - half of a 50 x 50cm square
AFHR means Half Rectangle
AFHRA3 = 21cm x 15cm - half of an A3 size rectangle
AFHRA2 = 59.4cm x 21cm - half of an A2 size rectangle
Also for Exterior Fragments just enter an X at the end of the reference as follows:
AF30X
AFA4X
AFHS30X
AFHRA3X
So, to get the complete code you start with the reference above and then you add # and the number for the design you want.
e.g. To order a 30cm x 30cm square Antique Fragment DeMorgan for interior use you would use the code
AF30 #003
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