Shipping policy
SHIPPING INFORMATION
ILA + AVA skincare uses Australia Post for all purchases within Australia and overseas, excluding the USA. All orders are dispatched frequently with shipping prices determined by weight. International shipping rates for ILA + AVA orders vary depending on your country and the weight of your parcel. For any enquiries regarding the shipping of your ILA + AVA skincare products please me via email at hello@ilaandava.com
ILA + AVA aims to minimise packaging and shipping wrapping and therefore chooses to utilise cardboard, tissue paper and other packaging products which cause minimal environmental impact. Where possible, it is encouraged to reuse the postage packaging while the ILA + AVA glassware can be returned to me for reuse to minimise waste.
RETURN POLICY
Please report any discrepancies which may have occurred with your order within 3 days of receiving your products. All discrepancies will be retained in my system to ensure order errors and your account are better managed.
Returns
If a product is delivered damaged or is incorrect please contact me immediately to ensure I can best correct the situation as soon as possible. Photographs are encouraged to help resolve and record these issues to better manage my service of postal orders.
No refunds are given for change of mind or dislike of product. We strive to ensure our customers are very satisfied and love their ILA + AVA products. If there is a concern with your product/s or you are unsatisfied please contact us to discuss the concern. In situations of a contaminated product due to manufacturing or handling faults or a product not meeting the high standard of ILA + AVA please contact us within 3 days of receiving your products to discuss.
In cases where a product/s may need to be returned by request of ILA + AVA via Australia Post, a reimbursement of return freight costs will be included in the refund/credit (if the error was made by ILA + AVA). Errors made by customers when placing online orders may be rectified only when reported on the day of ordering, and when ordering within Australia.
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CAN THE ORDER BE DELIVERED TO MULTIPLE ADDRESSES?
We do not accept shipment to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately.
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DO YOU OFFER DELIVERY TO PO BOXES OR MILITARY APO/FPO ADDRESSES?
We support shipments to PO Boxes, but we cannot ship to Military APO/FPO addresses.
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Depending on the country, the postal package may incur local customs or VAT charges. Please contact your local customs office for more information regarding your country's customs policies.