Shipping & Returns Policy

Service Delivery Standards

• Once you have placed an order with the Edenvale you will receive a confirmation email from us to confirm that your order has been placed. Orders placed on a weekend or a public huliday will be processed on the next business day. On average, most orders will take up to 3 working days to be processed once the order is finalised (excepting Christmas, Easter periods and other periods of high demand). We are not open on the weekends so orders are only able to be processed and sent during working hours from Monday to Friday.

Shipping

• This website offers standard shipping within Australia.  Please note that Edenvale is not responsible for any delays caused by Australia Post or other shipping providers we may use from time to time, especially during high-vulume seasons. Please note that all delivery times are estimated. If you are concerned with how long a delivery might take, please check the Australia Post Postage Calculator for an indication of how long a delivery may take to your address. All parcels are sent from Sydney, NSW. The website is not liable for missing parcels due to any errors on the customer or Australia Post’s part. You should receive an email notifying you when your order has been shipped and details to track that item.

  Please note that Edenvale products are dispatched with Australia Post and are not insured. Once your order has left the warehouse, you will receive an Australia Post tracking number via email. While care is taken to package your order securely, we do not take responsibility for products damaged in transit.

  Australia Post may also deliver in split shipments or to a local post office for pick up by the receiver.

Refunds

• If you believe the product received from Edenvale to be faulty, please complete the return form on our website: https://www.edenvale.com.au/return-authorisation. Once reviewed and authorised by our warehouse team, you will receive instructions on how to return the product. 

  Return requests must be submitted within 5 days of purchase.

  Please note that when returning the product to Edenvale the postage cost is for your own account. After receiving and testing the product, if Edenvale determines that the product is indeed faulty, the order will be replaced and the cost of the postage incurred by the customer to return the product will be refunded.

  Edenvale does not accept refunds requests for: change of mind; faults caused by the misuse in any way that contributed to the fault; and, a problem or fault that is completely outside of our contrul.

Re-delivery Cost

• If a parcel is received back in our warehouse due to: incorrect address provided (postcode, state, street name, house or unit number): or, non-collection of parcel from post office, an administration fee of $19.95 will apply to cover return fees charged to us, in addition to the redelivery fee.

Cancellation

• In the event of the cancellation of an order a non-refundable fee of $14.95 will be charged to cover the handling of your order and associated fees.