Shipping Policy

At Heaven Melbourne, we're proud to serve customers across Australia with reliable and efficient shipping. Please read below for everything you need to know about how we ship your favourite fashion finds.

1. General Shipping Information

We currently ship throughout Australia only. Orders are dispatched from our warehouse in Footscray, Victoria, so no customs or import charges apply to your delivery.

Shipping options and delivery times may vary depending on your location and the size/weight of your order. Delivery is free on every order, so the price you see at checkout is the total amount payable, in line with the single price requirement in section 48 of the Australian Consumer Law.

2. Processing Time

Orders are typically processed within 2–3 business days (Monday to Friday), excluding weekends and public holidays. Victorian public holidays apply at our warehouse.

During peak seasons or promotional events, processing times may be slightly longer. We'll keep you informed of any delays.

3. Shipping Rates

Free Shipping – We offer free shipping on all orders, with no minimum purchase.

4. Estimated Delivery Times

Here's what to expect once your order is processed:

• Processing Time: 2–3 business days (Monday to Friday)

• Transit Time: 4–9 business days (Monday to Friday)

• Total Delivery Time: 6–12 business days

• Order Cutoff Time: 6:00 PM

• Time Zone: (AEST/AEDT) Australian Eastern Time – Melbourne

Please note: Delivery times are estimates only and are not guaranteed; they may be affected by carrier delays or extreme weather conditions. We will supply your order within a reasonable time, as required by the consumer guarantees in the Australian Consumer Law. If delivery is taking unreasonably long, contact us and we will resolve it with you.

5. Shipping Restrictions

We do not ship to PO Box addresses, parcel lockers, military addresses or restricted areas. Certain items may be subject to shipping restrictions depending on Australian regulations or carrier restrictions.

6. Failed Delivery or Returned Packages

In the event of failed delivery attempts, incorrect address information or undelivered packages, orders may be returned to us. We will contact you if this occurs and arrange a new shipment. Where the failed delivery was caused by incorrect or incomplete address details you supplied, or by the parcel not being collected within the carrier's holding period, we may ask you to cover the cost of re-delivery, and we will tell you the amount before we send it again.

7. Lost or Damaged Packages

Please check your order as soon as it arrives. If your package is lost or damaged in transit, please contact us immediately by email: support@heaven-melbourne.com. We will work with the carrier to investigate the problem and find a solution as soon as possible — you do not need to contact the carrier yourself. Because risk in the goods passes to you only on delivery, a parcel lost before it reaches you remains our responsibility, and your rights under the Australian Consumer Law are unaffected.

8. Shipping Policy Update

We may update our shipping policy from time to time to meet Google Shopping Ads requirements or to improve our service. The latest version will always be available on this page. Orders already accepted are governed by the version of this policy in force when the order was placed. (Last updated: 16/08/2026)

9. Contact Information

Store name: Heaven Melbourne

Company name: KN-Investments

Company Address: Botermelkstraat 49, 9400 Ninove, Belgium

Warehouse Address: 41 Whitehall St, Footscray VIC 3011, Australia

Company nr.: 1041.060.121

Phone: +61 8 7534 5710

Email: support@heaven-melbourne.com

Monday to Friday | 9:00 AM – 5:00 PM (AEST/AEDT)

Saturday and Sunday | 9:00 AM – 1:00 PM (AEST/AEDT)

We aim to respond to your inquiries within 24 hours.