FAQ

Here are the answers to the questions we're asked most often. The information below summarises our Returns and Refunds Policy, Shipping Policy, Payment Policy, Terms of Service and Privacy Policy. If there is any difference, those full policies apply.

1. Can I return my order?

Yes. We offer a 14-day change-of-mind return policy, which means you have 14 days after receiving your item to request a return. Australian law does not give you an automatic right to return goods bought online simply because you have changed your mind, so this 14-day window is offered voluntarily by us — and it does not limit your rights under the Australian Consumer Law. To be eligible, your item must be unworn and unused, in the same condition you received it, with tags and in its original packaging, and you'll need your receipt or proof of purchase.

2. How do I start a return, and who pays for return postage?

Contact us at support@heaven-melbourne.com before sending anything back. Once your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return can't be accepted. For change-of-mind returns you pay the return postage. If your item is faulty, damaged or not as described, you won't be out of pocket — see the question below.

3. What if my item is faulty or not what I ordered?

Contact us straight away at support@heaven-melbourne.com. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Where the failure is major, you choose between a refund and a replacement. If you've paid to post a faulty item back to us, we'll reimburse your reasonable return postage, so please keep your receipt.

4. Which items can't be returned?

For hygiene reasons, underwear, swimwear, hosiery and pierced jewellery can't be returned for change of mind once the hygiene seal has been removed or sealed packaging opened. The same applies to custom or personalised products and personal care goods, as well as perishable goods, hazardous materials, flammable liquids and gases. We also can't accept change-of-mind returns on sale items or gift cards. These exclusions apply only to our voluntary change-of-mind policy — your Australian Consumer Law rights still apply to every item we sell, including sale items.

5. When will I get my refund?

We'll let you know once we've received and inspected your return, and whether the refund was approved. If approved, you'll be refunded automatically to your original payment method within 10 business days, in Australian dollars for the amount originally paid. Your bank or card issuer may need extra time to post the refund. Because shipping is free on every order, no delivery charge is deducted from your refund. If more than 15 business days have passed since we approved your return, contact us at support@heaven-melbourne.com.

6. How do exchanges work?

The quickest way is to return the item you have and, once the return is accepted, place a separate order for the one you want — that way your new size or style is secured before it sells out. There's no automatic legal right to exchange an item because you've changed your mind; we offer exchanges as part of our voluntary policy. If an item has failed a consumer guarantee, your Australian Consumer Law rights apply instead.

7. How long does delivery take?

Orders are usually processed within 2–3 business days, and transit takes a further 4–9 business days, so allow roughly 6–12 business days in total (Monday to Friday). The order cutoff is 6:00 PM (AEST/AEDT). During peak periods or promotions processing can take a little longer, and we'll keep you posted. Delivery times are estimates, not guarantees — but we're required to supply your order within a reasonable time under the Australian Consumer Law, so if it's taking unreasonably long, get in touch and we'll sort it out.

8. What does shipping cost, and where do you deliver?

Shipping is free on every order, with no minimum spend, so the price you see is the total you pay. We deliver throughout Australia only, dispatching from our warehouse in Footscray, Victoria, which means no customs or import charges. We can't deliver to PO Boxes, parcel lockers, military addresses or restricted areas.

9. My parcel is damaged, lost or hasn't arrived — what now?

Check your order as soon as it arrives and contact us straight away at support@heaven-melbourne.com if anything is damaged, missing or wrong. We'll take it up with the carrier ourselves — you don't need to chase them. Risk in the goods passes to you only on delivery, so a parcel lost on its way to you remains our responsibility. If a delivery fails because the address details given were incorrect or incomplete, or the parcel wasn't collected within the carrier's holding period, we may ask you to cover re-delivery, and we'll tell you the cost first.

10. How can I pay?

We accept Visa, Mastercard, American Express, Maestro and UnionPay, as well as the Apple Pay, Google Pay and Shop Pay wallets. All prices are shown in Australian dollars as a single total price, which is the minimum you'll pay, in line with section 48 of the Australian Consumer Law. We are not currently registered for GST, so no GST is charged on your order.

11. Is my payment information safe?

Yes. Our site uses Secure Sockets Layer (SSL) technology with 128-bit encryption, so sensitive details such as passwords and card numbers are encrypted in transit. You can spot a secure connection by the closed padlock in your browser and the “HTTPS” in the address bar. Card payments are processed exclusively through PCI DSS compliant payment providers, and your full card number is never visible to us — we see only your billing and delivery details, the order, and the last four digits of your card.

12. What are my privacy rights, and how do I contact you?

We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. You can ask us for access to the personal information we hold about you (APP 12) and ask us to correct it if it's wrong or out of date (APP 13), and we'll usually respond within 30 days. We don't sell or rent your personal information. Marketing emails are only sent with your consent and always carry an unsubscribe link. If you're unhappy with how we've handled a privacy matter, contact us first and you can then complain to the Office of the Australian Information Commissioner at www.oaic.gov.au. For anything at all, reach us at support@heaven-melbourne.com or +61 8 7534 5710, Monday to Friday 9:00 AM – 5:00 PM and Saturday and Sunday 9:00 AM – 1:00 PM (AEST/AEDT). Quote your order number and we'll help you faster.