Service Terms

Is there a minimum order?

Yes. Our Minimum Order Quantity (MOQ) is $250, less shipping. From The Valley specialize in assisting small and micro businesses so we always endeavor to keep our MOQ as low as possible to accommodate this. You will be required to meet the MOQ in your cart for us to be able to process your order for shipping.

What if I don't meet MOQ?

You do not need to reach the Minimum Order Quantity to proceed with your order. Simply click the "add to open basket" at check out and we will open up a basket for you here in our warehouse. Once you have reached the MOQ we will invoice you your shipping fee via email and get your items sent out to you.

This is also a great option if you have a basket open with us from our social media sales and want to add a few things without having to start a new minimum order!

Reaching MOQ

Website MOQ

When ordering from the website, you will be required to reach the minimum order of $250 in order to ship your order. We also have an open basket option which you can read more about in our "What If I Don't Reach Minimum Order" tab. We have Buy Now Pay Later options available when ordering via our website.

Social Media MOQ

If you don't or can't order the full MOQ amount in one go, then social media ordering it the option for you!

When ordering via social media, we don't require members to achieve the full minimum order of $250 in one order. From The Valley allows members to add to their basket and pay as they go and once your total reaches MOQ we will ship!

For example, if you want to claim a tower worth $15, we will invoice you the $15 (subject to Invoice Policy rules), add it to your basket and keep it open for you until you find another $235 worth of items you like!

You can take your time to find the perfect pieces too, as we allow baskets to stay open for up to six weeks. We do this so that members with micro businesses can build up their basket as funds become available and so that we don't have people feeling like they have to add items they don't particularly want just to meet minimum order.

Whether ordering on a live sale, via comments or 1:1 this option is available!

In-person MOQ

Our in-person MOQ rules are the same as our social media rules, however we definitely recommend that members come to their appointment ready and willing to reach MOQ so that they don't have to leave without their items!

What payment methods do you accept?

We accept regular debit and credit card payment, Afterpay, PayPal, PayPal Payin4 and bank transfer via PayID.

How do I join?

From The Valley is wholesale only. This means that you are required to have a valid ABN or equivalent to have you're application to join approved. Simply click the 'Unlock Wholesale' button on the home page to lodge an application. 

Don't have an ABN? You can get one for free via the following link!

Applying for an ABN | Australian Business Register

Can I combine my web orders and social media orders to reach MOQ?

Yes! Our "add to open basket" option at the checkout allows you to add to your basket little by little if you cannot commit to the full MOQ in one hit. Once you have reached MOQ we will send you an invoice via email for your shipping fee.

What happens if I pay for shipping when I haven't reached MOQ?

If you do select and pay for shipping without reaching the MOQ of $250, your basket will be kept open and not shipped until the MOQ is reached either via web order or social media order. We will not charge a secondary shipping fee.

What is the cost of shipping?

From The Valley set shipping fees with low prices being the highest priority. Our shipping costs are broken up into the following tiers and are decided based on the size, weight and contents of the order. 
1. $50

2. $75

3. $90

4. Quoted

Shipping costs cover the courier fee, signature on delivery fee set by the courier to ensure safe delivery, fuel surcharges as set by the courier, staff wages to cover the time they take carefully packaging your orders, packaging supplies and warehouse storage fees.

Shipping fees have been very carefully considered and therefore are not discounted or negotiated. 

Do you offer local pick up?

Yes, local members are welcome to pick up their orders from our warehouse. We ask that you book your pick up appointment via our bookings page.

Do you offer free shipping over a certain value?

YES! We offer Free Shipping on single orders over $750 for Australian Residents.

Do you ship internationally?

Our systems are not automatically set to ship internationally, so you won't be able to select that option at checkout, however, we can provide international shipping options upon enquiry. Please email us at support@fromthevalleywholesale.com.au for further information.

General Shipping Policy Information

All of our packages are shipped with Aramex, a third party courier service. We do not have any affiliation with Aramex.

Our shipping costs reflect the charges dictated by Aramex and From The Valley does not profit from shipping fees.

By default, all orders are shipped with the 'Signature on Delivery' option. You will need to organise someone to be at the address to sign for your package. This is to ensure safe delivery to the correct recipient and to prevent theft. If you miss the delivery, it is your responsibility to organise collection or redelivery with the shipping company. We can remove the 'Signature on Delivery' option at your request, however this will mean that you also assume the risk. The full shipping fee will still need to be paid.

It is the responsibility of the member to ensure that their address is correct on the invoices received. If the shipping address on the invoice does not reflect your correct address, you are required to notify us within 24hours of receiving your invoice and prior to payment. If you change your postal address in our website, you are required to notify us of the change of address within 24hrs of the update.

If the member does not notify us of their change of address and a package is sent to the wrong address, it is the responsibility of the member to organise redelivery and pay any associated fees as set by the shipping company.

Once the package leaves our warehouse, From The Valley is no longer responsible for it, nor are we liable for and damages or lost packages. As stated, Aramex is a third party service so any shipping related issues need to be addressed with Aramex. From The Valley cannot assist you with courier information.

However, if issues do arise, we would like to be made aware. Please email support@fromthevalleywholesale.com.au

Packages will be automatically shipped once payment is processed. If you would like to keep your basket open, please notify us prior to making payment via social media or the email above.

General Terms and Conditions

All persons who have a From The Valley website account and/or are members of our social media pages are required to adhere to all of the rules and policies as outlined in this FAQ section.

By being in our social media groups and website lists, you are agreeing to abiding by our rules and regulations.

Any persons acting outside of our policies and regulations may face one or more of the following actions:

- Banishment from From The Valley and its affiliated businesses

- Debt collection action

- legal action

Previous members of From The Valley who have since left or been removed are still subject to legal action and debt collection processes if deemed necessary by From The Valley.

If you have any questions or concerns regarding our policies, please email us at support@fromthevalleywholesale.com.au

Refunds and Returns Policy

If you have a problem with your package, you are required to email support@fromthevalleywholesale.com.au within 72 hours of receiving your items outlining any issues.

All refund requests will be assessed on a case-by-case basis.

What do we consider refunds for:

If an item is damaged (Not during transit)

If an item does not match the description

If an item is faulty

If an item does not meet expectations

In the circumstance of a successful claim, we may provide the member with the option of a partial refund or store credit with consideration of the value affected, or a full refund or store credit once the item is sent back to us. If a member chooses to send the item back for a full refund, it will first need to be inspected and approved by staff to ensure the item is as described and that the member or the courier has not caused the damage. 

What don't we consider refunds for:

Change of mind

Items not meeting Metaphysical expectations

Items damaged after leaving our possession

Items that were described as damaged at time of purchase

Sale Items

From The Valley do the best to provide accurate details of our products. We request that members allow a margin for human error and differences in measurements provided by different equipment when it comes to measurements. We also request that members be aware that colours may vary slightly due to different screen settings on devices. All measurements are taken from the largest points.

Refunds or returns are not accepted for sale items or any items described as damaged or seconds.

Social Media Policy

From The Valley runs several social media accounts including Facebook, Instagram and Tiktok.

The accounts are run by several staff members and all staff have access to any DMs, comments, emails, etc.

All personal information provided via social media is subject to our Privacy Policy.

Being a member of our social media platforms means the following;

- All member will treat staff with respect at all times

- Abuse, slurs, threats or generally poor behaviour will not be tolerated

- All members or our social media pages agree to any and all policy's as outlines in this FAQ section of the website

- Members are not to share personal information of other member or staff outside of the groups

- Members are not to send friend requests or private DMs to our staffs personal social media accounts

- Members are not to share From The Valley pricing outside of the groups

Any members acting outside of these terms may face banishment and/or legal action.

Copyright and Intellectual Property Policy

All Mineralogy-based information shared within From The Valley's private groups is permitted to be shared outside of the groups provided that;

- No From The Valley logos or watermarks are removed

- From The Valley is referenced as the original creator of the information

- The information provided is not edited or reworded in anyway and the posts are shared in their entirety and as originally intended

- References provided by From The Valley in original posts are not removed

- Only posts shared on Facebook or Instagram are permitted to be shared. Subscription-based app posts are not permitted to be shared outside of its original source

- Posts do not contain pricing information or personal information of other members 

Any members acting outside of these terms may face banishment and/or legal action.

Ordering Policy

Live Sale information

Currently, From The Valley runs two lives sale a week. This takes place on Mondays at 4pm and Tuesdays 11am (NSW Time) via our closed Facebook Group.

Members who claim on social media live sales are subject to the following rules and regulations

- Members must claim with the grid number (eg, A1 or Claim A1)

- Where there is no grid number, members must claim with the item price in full (eg, $7.32 or Claim $7.32) or as otherwise described by the host

- Members are aware that any and all claims made are final and we do not accept basket changes to keep it fair for staff and other members

- Members are aware that screens may show comments in different orders and that the claim decision is based on what the From The Valley staff member sees on their screen

Ordering via Social Media

Members are welcome to order via social media outside of live sales.

We try to post items daily with photos, prices and an accurate decision. Members are welcome to comment on these posts to claim items or DM us to claim.

We do our best to keep posts up to date by marking "SOLD" next to the items as they are claimed. However please be aware that as items move quickly, sometimes we miss marking items.

Any orders made via comment or DM claims are final. We do not adjust baskets after claims.

Private Shopping

We offer one-on-one appointments at From The Valley.

Members who are unable to make live sales or with to have a personalized experience can book a timeslot to have an appointment with one of our staff members.

We offer 1:1 Facetime calls and 1:1 DMing for those who prefer to text!

All 1:1 appointments are subject to the same policies as dictated above.

To book an appointment, just DM us or email us at fromthevalley_au@outlook.com

In-person Appointments

We love visitors!

All in-person appointments are done via appointment only. Please DM us or email us to secure an appointment.

Orders are processed every Thursday and tracking details will be sent via email from the courier company.