Frequently Asked Questions
Who can I contact if I need help with my order or with anything else regarding Aevitas Actives?
Our Aevitas Actives customer service team is always here to help you with any queries or with any information about the products, brand or your orders.
Please contact us at:
Email: ask@aevitasactives.com
Phone: 03 9645 0200
Social media: @aevitasactives – Instagram
Our business ours are Monday to Friday 9am -5pm (Victoria, Australia time) Alternatively, you can fill out our contact form here.
What do I do if my order does not arrived/ or is missing an item?
Kindly contact our customer service team via email within 14 days of delivery or if your order has not arrived after 14 days of order date at ask@aevitasactives.com
*Our business hours are Monday-Friday 9am-5pm (Victoria, Australia time). Please include your order number and the missing item's product name.
We are determined to resolve any issues in a speedy and efficient manner so that you the customer get the results you need.
What do I do if I received a faulty item in my order?
We want to sort this out immediately - please contact us as soon as you discover the fault. Our customer service team are here to help you. Do not forget to gather enough information about your order as in order number and product details before making contact. If you can provide images of any kind it will be even better. This way we will be able to help you as quickly as we can.
What do I do if an item I received is incorrect?
Contact our customer service team with your order number and product information as in name, colour and description within 14 days of receiving your order. We will get back to you as quickly as we can and your replacement item(s) will be sent out promptly.
Can I cancel my order or make changes to it after I've placed my order?
Sadly no, once you’ve placed your order, it joins a queue for immediate processing and fast despatch so that you can get your Aevitas Actives goodies as soon as possible. We, therefore, are unable to make any changes, additions or amendments to orders.
Having said that it always helps to call our customer service immediately to be doubly sure and if there is any possibility of helping you we will certainly do so and do it quickly.
Oops I made a mistake on the delivery address on my order, what do I do?
If your order has not been shipped yes definitely we can help but contact has to be made immediately to avoid disappointment – contact our customer service team with the order number.
Has my order been successful?
As soon as you place an order and if it is successful you will receive a confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check My Orders and if all else fails call our trusty customer service team.
What is your returns policy?
We are more than happy to offer you a store credit, exchange or refund on any item you purchased from us. You will have to contact us within 14 days of your order date.
If you have changed your mind or are just unhappy about a product you have ordered, you need to send the product(s) back to us unopened and unused, in the original packaging.
We have a strict non-refund policy if your product has been opened or used in anyway. If the item is faulty or damaged please contact us with a detailed description of the issue along with a photo.
If you received an incorrect item please take a photo and contact us within 7 days of delivery.
In the very rare instance you've experienced an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. We then need to be contacted pronto.
*Please note for any allergy returns you must have used less than 20% of the product. We look at each case on its merit and will determine the outcome.
How can I track my order?
We can help you track it (call customer service) or alternatively you can do this yourself. After your order is dispatched you will be provided with a tracking number - you'll find your tracking number under "Consignment Number" in the PDF document attached to your shipment confirmation email.
Enter this tracking number at https://startrack.com.au
For parcel enquiries you can contact Star Track directly on 13 23 45
And you know if all else fails we are here to help.
What happens if I am not home and I receive a "Sorry We Missed You” card?
If you’ve received a "Sorry We Missed You” card follow the instructions on the card and before you know it your goodies will be with you.
What forms of payment do you accept?
Visa, MasterCard and Paypal.