Shipping policy

Last updated: 23 August 2026

At AVENLO, we work with third-party fulfilment partners, suppliers and shipping carriers to deliver our products to customers. However, that does not mean you are on your own if something goes wrong.

If something does not look right with your order or delivery, please contact us at support@avenlostore.com. We are always happy to investigate the issue, explain what is happening and help find the appropriate solution.

This policy explains how orders are processed and delivered, what customers are responsible for, and how delivery issues are handled.

ORDER FULFILMENT

AVENLO works with independent third-party suppliers and fulfilment partners.

Products may therefore be dispatched directly from a supplier or fulfilment facility rather than from a warehouse operated by AVENLO.

Depending on product availability, fulfilment location and the contents of your order, products within the same order may be shipped separately and arrive at different times.

Where an order is divided into multiple shipments, you will not be charged additional shipping fees unless this was clearly disclosed before purchase.

Products may be fulfilled from different countries or facilities depending on availability and the applicable fulfilment partner.

PROCESSING AND DELIVERY TIMES

Orders generally enter processing shortly after payment has been successfully completed.

Any delivery dates or shipping timeframes provided by AVENLO are estimates only and are not guaranteed delivery dates, unless expressly stated otherwise.

Actual delivery times may vary depending on factors including:

fulfilment location;
shipping destination;
carrier capacity;
customs or border processing;
public holidays;
weather conditions;
transportation disruption;
local delivery conditions;
periods of unusually high demand; and
other circumstances outside AVENLO's reasonable control.

To the fullest extent permitted by law, AVENLO is not liable for loss arising solely from reasonable delays caused by circumstances outside our reasonable control.

Nothing in this policy limits any rights you may have where an order is not supplied within a timeframe required by applicable law.

THIRD-PARTY SHIPPING AND FULFILMENT

AVENLO uses independent suppliers, fulfilment providers, logistics companies and shipping carriers to process and deliver orders.

Once an order has entered a third-party fulfilment or carrier network, certain aspects of handling, routing, transportation and final delivery are outside AVENLO's direct control.

AVENLO cannot guarantee the performance, routing, delivery schedule or specific actions of an independent third party.

However, your purchase remains with AVENLO.

If a genuine delivery issue occurs, please contact us so that we can investigate the matter with the relevant supplier, fulfilment provider or shipping carrier.

Where reasonably necessary, you may be asked to provide additional information or cooperate with a carrier investigation before a resolution can be determined.

SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please ensure that all information is correct, including:

recipient name;
street address;
apartment or unit number;
suburb;
state or territory;
postcode;
country; and
any other information reasonably required for successful delivery.

AVENLO is not responsible, to the fullest extent permitted by law, for failed delivery, loss, delay or additional costs caused by incorrect, incomplete or outdated delivery information supplied by the customer.

If you discover an error after placing your order, please contact us at support@avenlostore.com as soon as possible.

We will make reasonable efforts to assist, but we cannot guarantee that shipping information can be changed once processing or fulfilment has begun.

INCORRECT ADDRESS, FAILED DELIVERY AND RETURN TO SENDER

If an order cannot be delivered because:

an incorrect or incomplete address was provided;
the recipient cannot be identified at the address;
the customer fails to collect the parcel;
delivery repeatedly fails due to circumstances attributable to the recipient; or
the customer refuses delivery without a legally valid reason,

the shipment may be returned, held, disposed of or otherwise handled in accordance with the relevant carrier's procedures.

Where the delivery failure results from information or actions attributable to the customer, AVENLO may, to the fullest extent permitted by law, require payment of reasonable additional shipping or re-delivery costs before the order is sent again.

Where a refund is otherwise appropriate, reasonable non-refundable costs actually incurred as a direct result of the customer's error or actions may be deducted where permitted by law.

This does not apply where the delivery failure was caused by an error for which AVENLO is legally responsible.

TRACKING INFORMATION

Where tracking is available, tracking information will normally be provided after dispatch.

Tracking information is supplied by third-party logistics providers and shipping carriers.

Tracking may:

take time to activate;
update with delays;
temporarily show incomplete information;
show no movement while a parcel travels between facilities or networks; or
contain information supplied directly by the carrier.

A temporary lack of tracking updates does not necessarily mean that an order has been lost.

Please allow a reasonable period for carrier tracking systems to update.

ORDERS MARKED AS DELIVERED

If tracking shows that an order has been delivered but you cannot locate it, please first check:

around the delivery location;
designated safe-drop areas;
with other members of your household;
with neighbours where appropriate;
building reception or parcel facilities where applicable; and
any delivery notifications provided by the carrier.

If the parcel still cannot be located, contact support@avenlostore.com.

AVENLO may investigate the delivery with the relevant carrier before determining whether a refund, replacement or other remedy is appropriate.

A claim that an order has not been received will not automatically result in an immediate refund or replacement solely because the customer cannot locate a parcel that the carrier records as successfully delivered.

Each case will be assessed based on the available evidence, carrier information and applicable law.

AUTHORITY TO LEAVE AND SAFE-DROP DELIVERY

Where you request or authorise delivery without a signature, including delivery to a designated safe location, you acknowledge the additional risks associated with unattended delivery.

To the fullest extent permitted by law, AVENLO is not responsible for theft, loss or damage occurring after a parcel has been properly delivered in accordance with delivery instructions specifically provided or authorised by the customer, where the loss or damage was not caused by AVENLO or a product defect for which AVENLO is legally responsible.

LOST PARCELS

An order will not automatically be considered lost solely because it is delayed or tracking has temporarily stopped updating.

Where a shipment appears to be lost, AVENLO may first open an investigation with the relevant carrier, supplier or fulfilment provider.

Customers agree to allow a reasonable period for such an investigation to be completed.

If the parcel is confirmed as lost, or it becomes clear that the order cannot be supplied within the timeframe required by applicable law, AVENLO will provide an appropriate resolution, which may include replacement or refund depending on the circumstances.

DELIVERY DELAYS

Delivery delays can occasionally occur despite reasonable efforts to deliver orders within the estimated timeframe.

To the fullest extent permitted by law, AVENLO is not responsible for delays caused solely by circumstances outside our reasonable control, including:

postal or courier disruption;
customs or border processing;
government action;
severe weather;
natural disasters;
strikes or industrial action;
international transportation disruption;
international logistics delays;
peak-season congestion;
local carrier disruption; or
other comparable events outside our reasonable control.

A delay does not automatically mean that an order has been lost or create an immediate right to a refund.

If an order is significantly delayed, please contact us so we can investigate.

If AVENLO ultimately cannot supply the order within a timeframe required by applicable law, we will provide the remedy required by that law.

CUSTOMS AND INTERNATIONAL SHIPPING

Because some AVENLO products may be fulfilled internationally, shipments may pass through customs or border processing.

Customs processing may result in additional delivery time outside AVENLO's reasonable control.

AVENLO is not responsible, to the fullest extent permitted by law, for delays caused solely by customs, border authorities or government agencies.

Any taxes, duties or charges collected by AVENLO during checkout will be disclosed as part of the transaction where applicable.

Where an additional government charge is lawfully imposed and has not already been collected by AVENLO, its treatment will be subject to the laws applicable to the transaction.

REFUSED DELIVERIES

Refusing delivery does not automatically cancel an order or create a right to a refund.

If a customer refuses delivery without a legally valid reason, the order will be handled in accordance with our Returns & Refunds Policy.

Reasonable costs directly resulting from an unjustified refusal may be charged or deducted where permitted by law.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

If your product arrives faulty, damaged, materially different from its description, or you receive the wrong item, please contact us as soon as reasonably possible.

Please provide:

your order number;
a description of the issue; and
clear photos or video showing the product and issue, where reasonably possible.

Claims relating to faulty, damaged or incorrect products are handled in accordance with our Returns & Refunds Policy and applicable consumer law.

Please do not return any product without contacting AVENLO first.

If a return is required, we will provide the appropriate return instructions.

CHANGE OF MIND

AVENLO does not accept returns, exchanges or refunds for change of mind.

Please refer to our Returns & Refunds Policy for full details.

Nothing in this section limits any consumer rights that cannot legally be excluded.

ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

Because orders may be sent to our fulfilment partners shortly after being placed, we cannot guarantee that an order can be cancelled once processing has begun.

Once an order has been dispatched, it cannot be cancelled solely because you have changed your mind.

CUSTOMER RESPONSIBILITIES

Customers are responsible for:

providing accurate order and delivery information;
monitoring tracking information where provided;
ensuring reasonable access for delivery;
collecting parcels within any timeframe specified by the carrier;
complying with reasonable carrier delivery procedures; and
contacting AVENLO within a reasonable time after becoming aware of a genuine delivery issue.

Failure to do so may affect our ability to investigate or resolve an issue.

Nothing in this section limits any rights that cannot legally be excluded.

LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, AVENLO, its owner, contractors, suppliers, fulfilment partners, service providers and agents will not be liable for indirect, incidental, special or consequential loss arising solely from:

reasonable shipping delays;
actions or omissions of independent carriers outside AVENLO's reasonable control;
customs or border delays;
incorrect or incomplete delivery information supplied by the customer;
failure by the customer to collect or receive an order;
loss occurring after proper delivery in accordance with customer-authorised delivery instructions;
international logistics disruption; or
other circumstances outside AVENLO's reasonable control.

Where applicable law permits liability to be limited but not completely excluded, AVENLO's liability will be limited to the maximum extent permitted by that law.

Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot legally be excluded, restricted or modified, including applicable rights under the Australian Consumer Law.