FAQs
Frequently Asked Questions
Everything below reflects how we actually operate. If your question isn't answered here, email hello@avendae.com and we'll reply within 1–2 business days.
Shipping & Delivery
How much is shipping?
Standard shipping is free on orders of A$49 or more. Orders under A$49 ship for A$11.00. Express shipping is A$15.00. All costs are shown at checkout before you pay — there are no additional handling or import fees.
How long does delivery take?
Orders are processed within 1–4 business days, and standard transit takes an estimated 6–12 business days. Most orders arrive within 7–16 business days of order confirmation.
Why does delivery take that long?
We're an online retailer without a warehouse — products ship directly from our supply partners. That keeps our range wide and prices lower, but it adds transit time. We publish the real timeframe rather than promising speed we can't deliver.
Where do you ship?
Australia only. We do not currently ship internationally, and we do not deliver to PO boxes for larger fixtures.
How do I track my order?
You'll receive a tracking number by email once your order is dispatched. Allow up to 48 hours for tracking to activate. See Track Your Order.
My order hasn't arrived — what now?
If it's past the estimated window, email us with your order number. We'll investigate with the carrier and stay on it until it's resolved, replaced or refunded.
Returns & Refunds
What is your return policy?
Eligible items can be returned within 30 days of delivery, unused and in original packaging. Returns are free within Australia — once approved, we email you a prepaid return label.
When will I get my refund?
Refunds are issued to your original payment method within 14 days of us receiving the returned item, or of you providing valid trackable proof of return — whichever comes first.
My item arrived damaged or faulty
Contact us with photos of the item and packaging. We'll arrange a replacement or full refund including shipping, at no cost to you.
What are my rights under Australian Consumer Law?
Our goods come with guarantees that cannot be excluded under the ACL. You're entitled to a replacement or refund for a major failure, and compensation for other reasonably foreseeable loss. Nothing in our policies limits those rights.
Payments & Pricing
What payment methods do you accept?
The options available to you are shown at checkout, processed securely through Shopify. See Payment Methods. We never see or store your full card details.
What currency are prices in?
All prices are in Australian dollars (AUD) and include GST where applicable. The price you see is the price you pay — no surcharges are added at checkout.
Do you have a first-order discount?
Yes — sign up to our newsletter and receive A$30 off your first order over A$150. The code arrives by email and is valid once per customer.
Is my payment secure?
Checkout is protected with SSL encryption on PCI-compliant infrastructure. If we ever need to verify a payment we'll contact you by email before processing.
Products & Orders
What voltage and fittings do your products use?
Specifications are listed on each product page. Please check voltage, plug type and bulb base before ordering, and have hardwired fixtures installed by a licensed electrician as required in Australia.
Do you take custom or bulk orders?
Yes. Contact us with your requirements and we'll respond with options, availability and pricing. Custom-made items can't be returned for change of mind.
Can I change or cancel my order?
Contact us as soon as possible. If your order hasn't been dispatched we can usually amend the address or cancel it for a full refund.
How do I contact you?
Email hello@avendae.com or use our contact form. We monitor email seven days a week and aim to reply within 1–2 business days.