Shipping and Returns

If your item was shipped through Australia Post-

-  Take a photo of the damage that includes: 

The packaging
The parcel label (clearly showing the reference number)
The damaged item
Important:
These all need to be displayed all in the one photo.


Aligned with Australia Posts broken items policy, they reimburse you the cost of your item directly this cannot be taken up through us as we are not the receiver. If needed we can provide details of packaging and materials including method of items shipped for you to ensure with Australia Post all items were securely packaged at time of sending.

Head to https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation to follow the Australia Post process of applying for compensation for your damaged items. 

Head to https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation ( or click link below ) to follow the Australia Post process of applying for compensation for your damaged items.

Once you have received your reimbursement from Australia Post, if you still wish for another item place another order through our website using the reimbursement from Australia Post. 

Click Here to Get Started

If your item was shipped through Sendle-

1.  Take a photo of the damage that includes: 

The packaging
The parcel label (clearly showing the reference number)
The damaged item

Important:
These all need to be displayed all in the one photo.

2. Email us with the photo and details of the broken item and other details about the delivery. Please ensure to email us within 10 days of your parcel being delivered as Sendle also has timeframes for resolution of postage damages as they use multiple different couriers.

3. We will be in contact with Sendle and seek a resolution based on the information provided by you. We will handle the damages as a business as they will reimburse the business not the consumer as they use multiple different couriers who each have different methods of reimbursement.

4. We will send you out a replacement item of whatever was damaged. If the item is out of stock at the time we can refund you the cost of the item this will take place after the resolution by Sendle. 

Thankyou again for choosing Agavana and we truly appreciate your understanding!