FAQ
If you have questions about your package, we have compiled a list of frequently asked questions here. We hope it is useful to you! If not, please contact us.
1. How long will it take to receive my order?
The average delivery time of our packages is 8-14 working days. We are a company that cares about the environment and wants to do its part to make the world better. When we reach the minimum order quantity, we ship all orders at once. We hope you understand this and want to help us make a difference.
2. How can I track my order?
Once your order has been shipped, you will receive a tracking number that will allow you to track your package online on our tracking page. Also check your junk mail folder, because sometimes our emails end up there. The Track & Trace system may take a few working days to become active.
3. Has it been 12 working days and I still haven't received my package?
We're sorry this happened... Have you checked your Track & Trace code? It may happen that packages are blocked at customs. Please wait another 3 days. We apologize for the inconvenience, but in 99% of cases the package will still be delivered. Have you waited 5 working days plus another 3 days? Contact us and we will find a solution together.
4. Can I cancel or modify my order?
We understand that plans may change. If you need to cancel or change your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that we cannot guarantee changes after your order has been processed.
5. Do you offer refunds or exchanges?
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, please contact us within 14 days of receiving your order to arrange a refund or exchange.
6. What payment methods do you accept?
You can pay securely with us using your credit card and Paypal.
7. How can I contact customer service?
You can contact our customer service via email. You can contact us via e-mail at admin@heaven-melbourne.com. Our contact details are also available on the contact page of our website.
Most questions have already been answered here, so there is no need to contact us! Of course, if you can't find the answer to your question, you can always contact us.
1. How long will it take to receive my order?
The average delivery time of our packages is 8-14 working days. We are a company that cares about the environment and wants to do its part to make the world better. When we reach the minimum order quantity, we ship all orders at once. We hope you understand this and want to help us make a difference.
2. How can I track my order?
Once your order has been shipped, you will receive a tracking number that will allow you to track your package online on our tracking page. Also check your junk mail folder, because sometimes our emails end up there. The Track & Trace system may take a few working days to become active.
3. Has it been 12 working days and I still haven't received my package?
We're sorry this happened... Have you checked your Track & Trace code? It may happen that packages are blocked at customs. Please wait another 3 days. We apologize for the inconvenience, but in 99% of cases the package will still be delivered. Have you waited 5 working days plus another 3 days? Contact us and we will find a solution together.
4. Can I cancel or modify my order?
We understand that plans may change. If you need to cancel or change your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that we cannot guarantee changes after your order has been processed.
5. Do you offer refunds or exchanges?
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, please contact us within 14 days of receiving your order to arrange a refund or exchange.
6. What payment methods do you accept?
You can pay securely with us using your credit card and Paypal.
7. How can I contact customer service?
You can contact our customer service via email. You can contact us via e-mail at admin@heaven-melbourne.com. Our contact details are also available on the contact page of our website.
Most questions have already been answered here, so there is no need to contact us! Of course, if you can't find the answer to your question, you can always contact us.