Shipping and delivery policy
Sustainable and fast delivery
We ship your order directly from our foreign warehouse, because we deliver worldwide. This ensures that you enjoy a wide range of products that would otherwise be difficult to obtain. In addition, this method helps to reduce transport costs and CO2 emissions, which contributes to an environmentally conscious approach. This allows us to always offer you competitive prices, without compromising on service or quality. This way you make a conscious choice for sustainability and shopping profitably!
Free delivery in Australia
We offer Always Free Shipping, with no minimum amount! Your order will be delivered directly to your home, without extra costs.
Processing Time & Package Tracking
All orders are processed immediately upon receipt and shipped within 1-3 business days from our foreign warehouse. Once your order has been processed, you will receive an email with a Track & Trace code, so you can easily track your package via: Track your Order
In most cases, you will receive this code almost immediately after placing your order. If this unexpectedly takes a little longer, you will receive the code within 2 days at the latest. This way, you will always be fully informed about the status of your order.
Delivery time
Our standard delivery time is 7-14 days. We will do everything we can to deliver your order within this period. In exceptional cases, such as holidays, vacations or extreme weather conditions, it may take up to 28 days. We appreciate your patience and will keep you informed of the progress of your order via: Track your Order
Correct delivery information
For a smooth delivery it is important that your delivery details are complete and correct. If there is an error, please let us know as soon as possible via contact@aventra-melbourne.com, so that we can adjust the details and your order will arrive without problems.
Cancellation of your orders
Unfortunately, it is not possible to cancel an order after it has been placed, as it is sent and processed directly from our foreign warehouse. There is a right of withdrawal up to and including 14 days from the day of receipt of your ordered product(s), in which you can return the order. Did you order more products in one order? Then the 14 days start from the day the last product is received.
Not received your package yet?
Has your package been marked as delivered, but you have not received it yet?
- Sometimes the package is delivered a day later, so please wait 24 hours.
- Check with your neighbors or delivery service to see if it was delivered somewhere else.
- Check your mailbox, a safe place or around the house.
- Please feel free to contact our customer service if your package has not arrived after 24 hours. We are happy to help you!
Lost delivery
We are sorry to hear that there are problems with your order. We kindly request that you contact us as soon as possible, so that we can find a suitable solution together. If you indicate that you have not received your order, even if the track & trace information indicates that it has been delivered, we will start an investigation according to our procedures as standard.
During this investigation, we work closely with the delivery service to determine the location of the package. This process can take several weeks to sometimes several months because such investigations are unfortunately not a priority for the delivery services. We expect proactive communication and your cooperation during this period, so that we can complete the investigation as quickly as possible or work towards a solution that fits within our policy.
Our goal is to resolve this situation to everyone's satisfaction. We will do our utmost to provide a solution within the possibilities of our policy and appreciate your understanding and cooperation in this.
Do not accept or collect a package from a service point
If you are not at home during delivery, the package will be offered a maximum of two times, depending on the delivery service. If the delivery is not successful, the package will normally be taken to a collection point or service point, where it must be collected within the specified period. If the package is not collected, it will be returned to a warehouse of the delivery service outside our control and therefore not to us.
It is important to note that we cannot issue a refund if a parcel is refused or not collected from a collection point. This is because refused parcels are not returned to us by the delivery service. Our terms and conditions state that the customer is obliged to accept the parcel or collect it from a collection point. Only by returning the parcel according to our exchange and returns page can a refund be issued or the invoice with Klarna can be cancelled.
If a package needs to be resent because it could not be delivered successfully or was not picked up, we will bear the costs for a resend once. For an additional attempt after this, we will charge the buyer €8,-.
Easily track your order
With our Track & Trace service you can always follow the status of your order. Enter your order number and email address or your track & trace number and easily follow the progress of your package via our Track & Trace page.
Questions about your order?
Visit our FAQ page for answers to the most frequently asked questions. If your question is not listed, please feel free to contact us.