FAQs

How Can We Help You?

Welcome to Ausvona's Help Centre.

We've answered some of the most common questions about ordering, delivery, payments, returns and customer support.

If you need further assistance, our team is here to help.

Ordering & Payments

1. How do I place an order?

Browse the products lawfully available through our website, review the relevant product information and add your selections to your cart.

Proceed to checkout, enter your details and follow the payment instructions.

Please review your order before submitting it.

2. What payment methods do you accept?

Available payment methods are displayed at checkout.

Payment options may vary depending on the transaction and payment provider.

3. Are your prices in Australian dollars?

Yes. Prices are displayed in Australian dollars (AUD), including GST where applicable.

Any applicable delivery charges and additional costs will be disclosed before payment.

4. Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We will check whether the requested change can be made before dispatch.

Once an order has entered the delivery process, changes may no longer be possible.

Shipping & Delivery

5. Where are orders dispatched from?

Eligible products held in our Sydney warehouse are prepared and dispatched from Sydney, Australia.

Dispatch locations may vary where clearly disclosed for individual products.

6. Do you deliver across Australia?

We offer delivery to eligible, serviceable locations across Australia.

Availability may depend on the destination, shipping provider and any applicable legal restrictions.

7. How long does delivery take?

Delivery timeframes depend on the destination, selected shipping method and carrier conditions.

Estimated delivery information is provided at checkout or in the relevant shipping information.

Please note that public holidays and carrier disruptions may affect delivery times.

8. How can I track my order?

When tracking is available, your tracking information will be provided after dispatch.

You can use the tracking reference to check the latest updates with the relevant delivery provider.

If you need assistance locating your tracking details, please contact our support team.

9. What happens if my parcel is delayed or missing?

Please contact us with your order number and any available tracking details.

Our support team will review the situation and help investigate the delivery with the carrier.

Any applicable remedies under Australian Consumer Law will be respected.

Returns & Refunds

10. What if I receive a damaged, faulty or incorrect item?

Please contact our support team with your order number and a description of the issue.

Photographs may assist us in reviewing the matter, but are not an absolute requirement for exercising statutory consumer rights.

We will assess the circumstances and provide an appropriate remedy in accordance with Australian Consumer Law.

11. Can I request a refund or return?

Refunds and returns are considered under our Refund & Returns Policy and applicable Australian Consumer Law.

Depending on the circumstances, customers may be entitled to a repair, replacement, refund or other remedy.

Please contact us before arranging a return so we can provide the appropriate instructions.

Account & Customer Support

12. Do I need to create an account to shop?

Account and guest checkout options depend on the features available on our website.

Please follow the instructions provided during checkout.

13. Is my personal information protected?

We take reasonable measures to protect customer information and use it for legitimate business and legal purposes.

For details on information collection, storage, disclosure and customer rights, please read our Privacy Policy.

14. Are there age or eligibility requirements?

Certain legally available products may be subject to minimum age requirements or other eligibility checks.

Where applicable, customers may need to complete age verification before an order can be fulfilled.

Age verification does not override restrictions on products that cannot legally be sold through a standard retail website.

15. How can I contact customer support?

You can contact our customer support team through the following channels:

Email: [email protected]

WhatsApp: +852 9373 1755

For order enquiries, please include your order number and the email address used at checkout.

Still Need Help?

If you can't find the answer you're looking for, please get in touch.

We aim to provide clear information and practical assistance with your enquiries.

Ausvona Customer Support

Email: [email protected]

WhatsApp: +852 9373 1755