9. Frequently Asked Questions
Last updated: 19 July 2026
Welcome to the Avanara Melbourne Frequently Asked Questions page.
Here you will find helpful information about ordering, shipping, delivery, returns, refunds and payments. For further assistance, please contact our customer support team.
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
Once your order has been processed and dispatched, delivery usually takes approximately 3 to 7 business days.
Business days are Monday to Friday, excluding public holidays.
Please note that delivery timeframes are estimates and may be affected by shipping carrier delays, customs processing, busy sale periods, public holidays, severe weather, incorrect delivery information or other circumstances outside our reasonable control.
Where do you ship from?
Some Avanara Melbourne orders are shipped directly by our trusted suppliers and fulfilment partners.
These suppliers may be located outside Australia, including in China.
Direct supplier fulfilment allows an order to be dispatched without first being sent to another facility, helping reduce unnecessary handling.
Do you offer free shipping?
Yes. Avanara Melbourne offers free standard shipping throughout Australia, unless otherwise clearly stated during checkout.
Will my order arrive in one parcel?
Orders containing multiple products may be shipped separately.
This can happen when products are stored at different supplier or fulfilment locations. As a result, your products may arrive in separate parcels and on different days.
You will not be charged additional standard shipping fees when an order is divided into multiple parcels.
How can I track my order?
Where tracking is available, you will receive an email containing your tracking information after your order has been dispatched.
Please allow some time for the tracking information to become active after receiving your shipping confirmation.
If you have not received tracking information, please check your spam or junk folder before contacting us.
What should I do if my order is delayed?
If your order has not arrived within the estimated delivery timeframe, please contact:
Please include:
- Your full name
- Your order number
- The email address used to place your order
- Your delivery address
- Any available tracking information
We will review your order and assist you with the next steps.
What should I do if tracking says delivered but I cannot find my parcel?
Please first check:
- Around your property and any safe delivery locations
- With other members of your household
- With your neighbours
- With your local post office
- Directly with the delivery carrier
If you still cannot locate your parcel, contact:
Please include your order number and tracking information so we can review the situation.
Can I change my delivery address?
Please carefully review your delivery details before placing your order.
If you notice an error after ordering, contact us immediately at:
We will do our best to make the requested change. However, once an order has been processed or dispatched, we may no longer be able to update the delivery address.
Can I cancel or change my order?
Please contact us as soon as possible if you need to cancel or change your order.
If your order has not yet entered processing or been dispatched, we will do our best to assist you.
Once an order has been processed, prepared for dispatch or shipped, cancellation or modification may no longer be possible.
Do you offer returns?
Yes. Avanara Melbourne offers a 30-Day Money Back Guarantee on eligible purchases.
Please contact us within 30 days of receiving your order to request a return:
Our voluntary 30-day return period does not limit any rights you may have under the Australian Consumer Law.
How do I request a return?
Email us at:
Please include:
- Your full name
- Your order number
- The email address used to place your order
- The reason for your return
- Clear photographs if the product is damaged, faulty or incorrect
- Any additional information that may help us review your request
Please do not return a product before receiving approval and return instructions from our customer support team.
Where do I send my return?
Once your return has been reviewed and approved, we will provide you with the correct return address and instructions.
Depending on the product and fulfilment location, change-of-mind returns may need to be sent directly to one of our suppliers or return facilities outside Australia, including in China.
Please do not send a return to an address shown on the original parcel unless our customer support team has confirmed that address by email.
Who pays for return shipping?
For voluntary change-of-mind returns, incorrect size selections or products that are no longer wanted, the customer is responsible for arranging and paying the return shipping costs.
Where an approved change-of-mind return must be sent to an overseas supplier or return facility, the customer is responsible for the applicable international return shipping costs.
If a product is confirmed to be faulty or fails to meet an applicable consumer guarantee, Avanara Melbourne will reimburse reasonable return shipping costs where required under Australian law.
Do I need tracking for my return?
Yes. Approved returns must be sent using a tracked shipping service.
Please retain your postage receipt and provide us with the valid tracking number after dispatching your return.
A return cannot be completed until the parcel has been received and confirmed by the approved return location.
What condition must a returned product be in?
For a voluntary change-of-mind return, the product must generally be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with its original tags
- Returned with its original packaging where reasonably possible
- Free from stains, makeup, perfume, odours, damage or alterations
Customers may carefully try on clothing to check the fit. Products showing signs of extended wear, washing or use may not qualify for a change-of-mind return.
Different rules may apply where a product is faulty or otherwise fails to meet a consumer guarantee.
When will I receive my refund?
Once your approved return has been received and inspected, we will notify you by email.
If your refund is approved, it will be returned to the original payment method used to place the order.
Your bank, card provider or payment service may require additional processing time before the funds appear in your account.
Do you offer exchanges?
Exchanges may be available depending on the requested product, size and current stock availability.
Please contact:
Our team will review your request and explain the available options.
What should I do if my product is faulty, damaged or incorrect?
Please contact us as soon as reasonably possible at:
Please include:
- Your full name
- Your order number
- A clear description of the problem
- Photographs or videos showing the product and issue
- Photographs of the parcel and packaging where relevant
- A photograph of the shipping label where relevant
We will review the issue and work with you to provide an appropriate solution.
Depending on the circumstances and your rights under the Australian Consumer Law, this may include a repair, replacement, refund or another suitable remedy.
Is your checkout secure?
Yes. Payments are processed through trusted third-party payment providers using secure payment technology.
Avanara Melbourne does not directly store your complete credit or debit card details.
The available payment methods will be displayed during checkout.
Which payment methods do you accept?
Depending on availability, accepted payment methods may include:
- Credit cards
- Debit cards
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
- Other secure payment methods displayed during checkout
Available payment options may vary depending on your device and location.
How can I choose the correct size?
Please review the sizing information displayed on the relevant product page before placing your order.
Sizing may vary between different products and styles. Where measurements are provided, we recommend comparing them with a similar item of clothing that fits you comfortably.
For additional sizing assistance, contact:
How can I contact Avanara Melbourne?
For questions about your order, shipping, returns, sizing or payments, please contact:
Avanara Melbourne
Website: avanaramelbourne.com
Email: info@avanaramelbourne.com
To help us respond efficiently, please include your full name, order number and a clear description of your question.