FAQs
Last updated on 3th April, 2021.
SHIPPING/ORDERS AND COVID-19
1. Can I place an order? Will Ava Beauti deliver the package?
Yes, customers can continue to buy any in-stock product in our store. Some delivery times are longer than usual. Please do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. workplaces).
2. What's the status of my order and delivery?
Once your order has shipped, you can find tracking information in your order details from our 'Track Your Order' page.
3. Why are some deliveries taking longer than the estimated delivery time?
As COVID-19 has spread, we have experienced increased difficulties in shipping due to heightened restrictions placed by governments on import/export, a surge in demand for online shopping, and our suppliers facing challenges in ensuring that stock is consistently available. We do our best to minimise this as much as possible, but unfortunately we cannot eradicate this completely.
4. Will all my items be shipped together?
Due to the COVID-19 pandemic, there may be some cases in which we cannot ship all your items from the same warehouse. This will result in varying delivery times. A tracking number will be provided for each item. This does not apply to ordering multiple quantities of the same item.
5. Is it safe to receive orders?
For guidance on COVID-19, please refer to the World Health Organisation website.
6. How do I track my order?
Tracking numbers will be updated 3-5 days after your order has been shipped. If you don't have a tracking number after 5 days please email us at help@avabeauti.co.
WARRANTY/RETURNS
7. What is your returns policy?
We offer a 30-day money back guarantee if your item arrives in a faulty condition.
Please see our 'Refund Policy' page for more info.
8. I have entered an incorrect address, what do I do now?
Should you notice an error on your order or if you want to change your details please email help@avabeauti.co with your order details as soon as possible and we will try and help.
Unfortunately once the order has been shipped, it's yours.
9. Can I cancel my order and receive a full refund after the item has already shipped out?
Unfortunately we cannot cancel orders once they have already shipped out. If you would like a refund, you must wait for the item to arrive and we will refund you upon returning the item.
10. Why is my order being returned to the sender?
Whilst this happens very rarely, some packages are returned either due to insufficient addresses or being unclaimed. In these circumstances, once your order is returned to our warehouse you will be issued with a store credit to the value of your original purchase. Unfortunately shipping costs are non-refundable (if applicable). Store credits are valid for 12 months from their issue date.
PAYMENTS
11. What payment methods do you offer?
We accept credit/debit cards including American Express, MasterCard, and Visa, PayPal, Apple Pay, Google Pay and Shopify Pay.
12. I have a question that wasn't answered, can you please help?
Absolutely! Please send us an email to help@avabeauti.co and we will be happy to assist you in any way we can. Our response time is within 24 hours. As we receive a large volume of emails, please state your order number as well as address your query clearly.