Frequently Asked Questions
Order Placing & Shipping
Simply add your chosen products to cart and proceed through checkout. You will receive an order confirmation email once your purchase is complete. If this is your first time ordering with us, please check your spam or junk folder just in case. We recommend moving the email to your inbox to ensure future updates, shipping notifications, and offers reach you without issue.
No; you may check out as a guest. However, creating an account allows you to track orders easily, earn rewards points, and enjoy a faster checkout experience.
No. Once an order is placed, we are unable to change, edit, or update the order or the shipping address. Orders begin processing quickly; for this reason, order details or the delivery address cannot be altered after checkout.
You may update your address in your account for future orders only, or correct it directly with Australia Post after your parcel has shipped; however, the order will always be delivered to the address entered at the time of purchase.
Please double-check your name, address, and contact details before completing your order; incorrect or incomplete information may result in delays, lost parcels, or returns to sender. Parcels affected by incorrect details are not eligible for refunds or replacement, and re-shipping costs will apply.
• Orders are processed promptly and dispatched within 6–72 hours.
• Weekend and public holiday orders ship the next business day.
• In-stock orders placed before 9:00 AM (AEST) dispatch the same day.
• Orders placed between 9:00 AM and midnight (AEST) ship the next business day.
Yes. We ship to PO Boxes, Parcel Lockers, and residential or business addresses Australia-wide.
We ship Australia-wide from our local warehouse. At this time, international shipping is not available unless otherwise stated.
Please check your spam or junk folder first. If you still can’t find it, contact us and we will happily resend it.
Samples, Gifts & Promotions
Up until 31 January 2026, we have included complimentary samples with all orders.
Important update: from 1 February 2026, Alva Grove will no longer be offering free samples with every order. We are transitioning to a Gift With Purchase (GWP) model instead.
Many of our partner brands are moving away from wholesaling samples due to rising production and sustainability costs. Rather than offering limited or same samples, we are choosing a more thoughtful approach that allows us to curate meaningful gifts when eligible.
Gift With Purchase offers are special promotions where a full-size, travel size or deluxe product is included when you meet a qualifying spend or purchase condition. These offers will be clearly communicated on our website and are available for a limited time or while stocks last.
Returns & Refunds
Yes; eligible items can be returned within 7 business days of delivery for store credit. Items must be unopened, unused, with seals intact. Returns must be pre-approved before sending them back.
Yes; exchanges are available for eligible items.
Original shipping costs are non-refundable, and customers cover postage for the replacement item.
Contact us via your order confirmation email before sending anything back. We’ll guide you through the quick approval process.
No. Due to hygiene and safety, some items cannot be returned. These include cosmetics, skincare, wellness items, food, fragrances, vitamins, feminine hygiene products, underwear, period underwear, menstrual cups, reusable sanitary pads, and gift cards.
Contact us immediately with photos. We will help resolve the issue; this may include a refund or replacement once the item is returned and inspected.
Can't find your questions?
If you do not find the answer to your question in our FAQ, you can send us a message by filling out the form below.