Shipping & Returns
Shipping
Where we deliver
We currently ship within Australia only. For international enquiries, please email orders@arovabeauty.com.au.
How we ship
Orders of A$300 and over, which includes every order containing a mask, are sent with Australia Post by Express Post, insured and with signature on delivery. Orders under A$300 are sent by express delivery with Australia Post or StarTrack, without insurance.
| Order | Cost | Estimated delivery after dispatch |
|---|---|---|
| A$300 and over (including all mask orders): insured Express Post, signature on delivery | A$19.95 per order | 1 to 2 working days |
| Under A$300, parcel under 1 kg: express delivery (not insured) | A$16.50 | 1 to 2 working days |
| Under A$300, parcel 1 kg and over: express delivery (not insured) | A$30.00 | 1 to 2 working days |
The shipping cost for your order is shown at checkout before you pay.
Delivery times are estimates and may vary in regional and remote areas, during peak periods or due to circumstances outside our control.
Processing
All orders are processed and dispatched within 2 working days from our warehouse in Sydney, Australia, by express delivery. Orders of A$300 and over are insured. Orders placed on weekends or public holidays are processed on the next working day. You will receive an email with tracking details once your order is on its way.
Signature on delivery
Orders of A$300 and over require a signature on delivery. If no one is available, Australia Post will leave a card and hold your parcel for collection at your local Post Office. As a signature is required, we are unable to deliver these orders to parcel lockers.
Pre-orders
Where a product is offered for pre-order, the expected dispatch date is shown on the product page and in your order confirmation. If that date changes, we will let you know and you may cancel for a full refund.
Lost parcels and incorrect addresses
If your tracking has not updated for 5 business days or your parcel appears lost, please email orders@arovabeauty.com.au and we will work with Australia Post to resolve it. Please check your delivery address carefully; if you notice an error, contact us as soon as possible, as we cannot guarantee changes once an order has been dispatched.
Returns
Change of mind
As our masks are personal electronic devices, we are unable to accept change-of-mind returns. Please choose carefully. This does not affect your rights under the Australian Consumer Law.
Damaged or faulty items
If your order arrives damaged or develops a fault, please email orders@arovabeauty.com.au with your order number and photos or a short video. We ask that you let us know of any damage or fault on arrival within 5 business days of receipt, so we can resolve it quickly. This is for convenience only and does not limit your rights under the Australian Consumer Law.
- Minor faults: we will repair or replace (exchange) your item.
- Major failures: you may choose a replacement or a refund.
Return postage
For fault returns, please pay the return postage upfront and email your postage receipt to orders@arovabeauty.com.au. We will reimburse 100% of the cost within 10 business days.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
How to start a return
- Email orders@arovabeauty.com.au with your order number and a description of the issue.
- We will reply with return instructions.
- Please do not send items back without contacting us first. Our warehouse is open by appointment only.
For full details, please see our Refund Policy.