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 holiday 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. Orders are dispatched from Sydney, NSW, using a range of delivery providers, including CouriersPlease, Aramex, TNT and Australia Post. The carrier used will depend on your delivery address, order size and available services. Most orders arrive within approximately 2–7 business days after dispatch, although deliveries to regional and remote areas may take longer. This is a general guide only, and delivery times may vary—particularly during peak periods or due to circumstances outside Edenvale’s control. Once your order has been dispatched, you will receive an email with tracking details. Please ensure the delivery information provided at checkout is complete and accurate, as Edenvale cannot accept responsibility for delays or unsuccessful delivery resulting from incorrect address details. Orders may occasionally be delivered in separate shipments. Depending on the carrier and delivery location, an order may also be redirected to a local depot, post office or collection point if delivery cannot be completed. We take care to package all orders securely. If your order arrives damaged, incomplete or does not arrive, please contact us as soon as possible with your order details so we can investigate the issue with the relevant carrier.

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.