NEED TO KNOW
A few things you might be wondering.
ORDERS
Ordering, payments & changes
DELIVERY
Shipping, tracking & arrival
PRODUCTS
Choosing, using & caring for them
THE USEFUL BITS
Start here.
01
Orders & payments
Once your order has been successfully placed, you'll see an order confirmation and receive confirmation using the contact details provided at checkout. If you're unsure whether an order was completed, get in touch before placing it again so we can help you check.
Generally, no. We process orders quickly, so once an order has been placed, changes or cancellations may not be possible. If you do need to make a change, contact us as soon as possible and we’ll see what we can do.
The payment methods currently available to you will appear at checkout. Payment options can vary depending on your device, location and the services available through our checkout.
It depends on the offer. Some discounts can be combined, while others can’t. Any conditions that apply will be shown with the promotion or at checkout.
02
Shipping & delivery
Standard delivery is $11.95, with free standard delivery on eligible orders over $99. Express delivery is $17.95, with free express delivery on eligible orders over $139. Signature on delivery can be added for $2.
Orders are packed by our small team in Brisbane and prepared for dispatch as promptly as possible. Current processing and delivery information can be found on our Shipping page.
When tracking is available for your order, your dispatch notification will include the details you need to follow its journey.
Our standard delivery option may include authority to leave where appropriate. If you'd prefer additional delivery security, signature on delivery can be added to eligible orders.
First, check your tracking for the latest delivery update. If your parcel appears delayed, has been marked as delivered but can't be found, or something doesn't look right, contact us and we'll help you work out what has happened.
03
Returns & order issues
Eligible change-of-mind returns can be requested within 7 business days in accordance with our Returns Policy. Products must meet the return conditions set out there, including requirements around condition, packaging and seals.
Final sale items aren't eligible for change-of-mind returns. This doesn't affect any rights you may have under Australian Consumer Law if an item is faulty, defective or otherwise fails to meet an applicable consumer guarantee.
Please contact us as soon as you reasonably can and tell us what has happened. Photos can be helpful where an item has arrived damaged. We'll review the issue and help with the appropriate next step. Your rights under Australian Consumer Law aren't affected by our change-of-mind return conditions.
Let us know and we'll help put it right. Please keep the product and its packaging while we review the order with you.
04
Products & choosing well
We're particular about what earns a place at Alva Grove. We look beyond whether something is simply good; we consider how it fits into the way you care for yourself, what it adds to a routine, and whether there's a worthwhile reason for it to be here.
Yes. Our product pages are designed to make choosing easier, with details such as what a product is best suited to, what it targets and how it fits into a routine. If you're still deciding between products, get in touch and we'll help where we can.
Ingredient information is provided on individual product pages where available. Formulas can change, so if you have a particular sensitivity or ingredient you need to avoid, always check the packaging before use as the most current source of information.
No. Alva Grove is a retailer. We bring together products from independent and established brands rather than manufacturing the products ourselves.
Our edit changes as Alva Grove evolves. Sometimes a product sells out, a brand changes direction or we decide something no longer earns its place. We'd rather keep the selection considered than keep everything forever.
Often, yes; but not always. If a product is being restocked, availability will be updated on the website once it returns. Products in Final Few may be leaving Alva Grove once remaining stock has sold.
05
Rituals & finding your way around
Nothing complicated. A ritual can simply be something you return to; cleansing your face at the end of the day, taking five minutes for yourself, preparing for sleep or making an ordinary routine feel a little calmer. We use rituals as a way to help you shop by the moment rather than only by product type.
The Edit is a shorter way into Alva Grove; new arrivals, remarkable finds, things worth another look and products we're particularly interested in right now.
Final Few is where you'll find products nearing the end of their time at Alva Grove. Once they're gone, they may not return.
06
Gifts & little extras
Yes. You can have an order delivered directly to someone else by entering their delivery details at checkout. Please make sure the address is complete and correct before placing the order.
STILL WONDERING?