To ensure a smooth transaction, please follow the payment instructions laid out in the eBay system. If you are new to eBay and unsure how to purchase, please send us a message by clicking on ‘Contact seller’ and our Customer Service team will be happy to assist.

We only accept Paypal payments. PayPal is the faster, more secure way to pay online. You can also use a credit card or debt card to complete the payment process via Paypal.

Once your payment has cleared, we will ship your item within 2 business days. Truvana Store is not liable for any unidentified payments or delays of delivery due to failure to follow instructions during checkout.

Some of our items sell with varying freight costs. Simply enter your postcode into the Postage Calculator on most listings to determine the cost to your area. eBay should update your Freight cost into the checkout process once you have committed to purchase. If checkout gets stuck and does not allow you to proceed, simply use your browser's Back button to return to the option and try again.

Due to our warehousing process, once payment has been received, orders are unable to be cancelled. Our 30 Day returns process may assist in this instance.

As always, if you have any questions, please send a message to our Customer Service team who are only too happy to help.

Truvana Store offers free shipping on the vast majority of fixed price items, and unlike some of our competitors, we offer delivery to every state in Australia (including WA/NT/TAS).

International Shipping

We ship selected items internationally. Please refer individual product listings to see if international shipping is available or not

POSTAGE & DISPATCH

After payment is cleared 98% of all items are dispatched within one business day, however please allow 5-10 business days for it to arrive. Your item will be sent via courier or Australia Post depending on its size and weight.

Once your item reaches the nearest depot, the Courier provider (not Australia Post) will contact the buyer via phone to notify of the delivery day. Items will only be delivered during normal business hours (9am-5pm) on weekdays. Delivery is not available on weekends, public holidays or after business hours.

Where goods are sent through Australia Post, the buyer may receive a knock on the door or a card in their letterbox indicating their item is available for pickup from their local post office. A signature is required for collection.

Buyers will be able to trace the delivery online with a unique tracking number.

• A re-delivery fee will be charged to buyers for items that are undeliverable and/or returned due to incorrect delivery address or unsuccessful delivery.
• Please be aware that PO Boxes cannot receive items above 25kg or longer than one metre.
• Buyers have the full responsibility to provide us with the correct delivery address and mobile phone number on the checkout page before payment. Any changes to address after checkout will not be considered as valid.
• The courier may require your assistance unloading from the vehicle. Our couriers deliver to the property entrance only.
• We cannot guarantee door to door delivery for every customer. Buyers in remote areas such as farms, islands, mining camps, small towns, or out-of-towners, etc may either use a different delivery address or choose pick up option.

SPECIAL POST CODES

While we try our best to deliver Australia wide, certain items maybe undeliverable to some postcodes or may incur additional shipping costs. Therefore, please be sure to check with us via eBay messenger prior to placing an order to any of the below postcodes:
• SA 5701
• WA 6740
• WA 6743
• WA 6055
• WA 6215-6699
• WA 6700-6799
• TAS 7151
• NT 0800-0999
• NSW 2641
• NSW 2717
• NSW 2831
• NSW 2898
• NSW 2899
• QLD 4184
• QLD 4421
• QLD 4450-4499
• QLD 4680
• QLD 4700-4805
• QLD 9920-9959
• QLD 4806-4899
• QLD 4900-4999
• QLD 9960-9999

If your item was purchased in error, or you've simply changed your mind, it may not be too late for a refund. To see if you are eligible please check below: We must be notified within 30 days of you receiving the item that you intend to return it. The item must then be returned within 14 days following this notification (see Returning Items*).

• The item must be returned in original re-saleable condition with all tags and packaging (ready to be put back on the shelf)
• The item/s are NOT opened, used, worn or damaged, and are in perfect condition when we receive them back
• That you DO NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.
• The item is securely packed to ensure it is received back by us in original and re-saleable condition.
• Handling fees will apply: $9.95 0-25kg / $19.95 25+kg. Either of these will be deducted from the refund provided.
• The refund amount will also have original freight costs deducted. If the item was sent with free postage, a 20% postage fee will also be deducted from the refund amount.
• If the item has sustained damage in transit, or does not return as noted above, a revised refund amount may be required.

If you wish to take up this offer, please undertake the following:

Send a message to us via the eBay messaging system stating your order number, the item/s you wish to return, and the reason for the return. Our Customer Service Department will review your email and, if applicable, issue you a Return Authorisation number (RAN) which must be included on the address label. All other relevant information will be sent to you at this time. Truvana Store will not accept the return of any item/s without an RAN attached.

Once you receive the RAN, please start the refund order process using the ebay Refund system.