Frequently Asked Questions

SHIPPING

When will my order be shipped?

Most of the orders will generally be dispatched the very next day after full payment is received. When your order is shipped out, you will be notified via email with the carrier's details and a consignment note for your delivery status.

Do you deliver anywhere within Australia?

We deliver all places within Australia. Please check for the exception post codes

Do you ship outside Australia?

Currently we only ship within Australia. Heavenly Traders Australia is striving to grow and provide service to international customers. Please contact us for international shipments.

How long does it take to receive my order?

All items are generally dispatched the very next day after full payment is confirmed. Depending on your destination, delivery will normally take less than 10 working days. If you do not receive your item within 10 days, please do not hesitate to contact our customer service representative.

Do you provide express service?

Currently our express post service is not available but we are working on i

Can I come or send my courier to pick up my order from your warehouse?

Unfortunately, pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.

What should I do if I do not receive my order in the estimated delivery date?

You are suggested to track your items from our carrier first. If it cannot be solved, please contact our customer service representative.

Do you deliver to PO Box address?

Po Box address is accepted if item is dispatched with Australia Post. You will be notified on the checkout page if PO Box accepted. If PO Box is provided when it is not acceptable, item will not be dispatched until correct address is given.

Do you offer combine shipping?

At this stage, we do not offer combine shipping.

Can I request an item by an urgent date?

Heavenly Traders Australia endeavours to dispatch your order as soon as possible, however, we cannot guarantee a delivery by a certain date. You will be given carrier's details and consignment note to track your item.

PAYMENT

What Payment Methods Are Accepted?

We accept various payment methods including Paypal ,debit/credit cards (Visa, Master card, AMEX) , EFT, and Zip.

How does PayPal work?

Getting started with PayPal is very easy and quick. Registration will only take you a few minutes. PayPal enables you to link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information. PayPal is being used over hundreds of millions of people throughout the world to prove it is user-friendly and safe.

What credit cards do you accept?

We accept VISA, Mastercard, and American Express.

Is your site safe for credit card purchase?

It is safe as Heavenly Traders uses advanced encryption and cutting-edge Secure Sockets Layer. Your information will be protected from any unauthorized usage, and remain confidential. Our staff also follows the best practice to protect all your personal and payment information.

If I do not want to give out my credit card details, is there an alternative to make the payment?

You can link your credit card or bank account to your PayPal account so you can make your payment online without sharing your information with us. Or transfer the money to our nominated bank account.

What is CSC / CVV number?

CSC number is your credit card security code which is a 3 or 4 digit number usually printing on the back of your credit number. CSC number is required to protect you and help prevent fraud.

Does all the prices are GST inclusive?

Yes, all our prices are GST inclusive.

How long does it take to confirm payment?

Unfortunately, Lay-by is not available at this stage. Alternatively, You can use Zip services for instalment payments.

Order & Retunrs

How do I place an Order?

Step 1: Choose the item you want to purchase and select the right quantity and click the add to cart button. Step 2: Review your cart and finalize your purchase by clicking Proceed to Checkout. You can either checkout as guest or register as a new customer. Step 3: The website will then securely lead you to the address and payment page.

How Can I Cancel Or Change My Order?

With our advanced and comprehensive warehouse system, items are generally shipping out shortly after full payment is received, to ensure you the most efficient delivery. If it is before the order being put in our warehouse system, there might be a change the order can be changed or cancelled but it is not guaranteed. Please contact us immediately if you wish to change your order and hopefully we will be able to accommodate your request before the order is confirmed for shipment.

Do I need an account to place an order?

No, You can use our Guest Checkout Option

How Do I Track My Order?

When your order is confirmed, tracking number and courier will be sent to your email or it can be found when you click the order in your account.

Will I get a tax invoice for my purchase?

When you full payment is received, the tax invoice will be sent to your nominated email address.

Where can I find my previous purchase record?

You will be able to find your purchase history in your account.

What warranty is provided with products sold in Heavenly Traders Australia?

All products purchased from HeavenlyTraders.com.au include warranty. Most of the products are generally offered with 12-month warranty. However, some products will be provided with extended warranty for your peace of mind. Please refer to the product listing for warranty period.

What should I do if I receive a faulty/damaged item?

Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to [email protected] (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

What should I do if the item is damaged during transition?

Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to [email protected] (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

What is the procedure for warranty claim?

Please contact our customer service team for further assistance. We would appreciate it if you can send a photo or short video clip of the faulty/damaged item to [email protected] (please include your order number). This is a fast and convenient option for you, and may prevent the need for you to send back the item for a physical inspection.

How long does refund take to process?

It generally takes up to 3-5 working days to process refunds, and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

If I need to return an item, who will be responsible for the delivery cost?

If an item needs to be returned due to it being damaged, faulty or for a warranty claim, please contact us first as we may have alternatives. Should we decide it needs to be returned, we will arrange for the item to be returned at our expense, if possible. Even if you need to return the item due to a change of mind, please contact us first, as we can arrange return of the item, with the return postage cost deducted from your refund.

How can I return the item I purchased?

To qualify to return an item under this Policy, Products must be in their original packaging, along with all included accessories, be in new condition suitable for resale, and must not be damaged in any way by the customer during the time the item is in the customer's possession. Please see Our Warranty Terms and Conditions in relation to Warranty and Care Plan claims.
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