Shipping policy

Shipping Policy - Tavlux

Effective Date: December 9, 2025

We're committed to delivering your Tavlux purchase safely and efficiently. This Shipping Policy outlines our delivery procedures, timelines, and your rights. This policy works together with our Refund & Exchange Policy to provide you with a complete understanding of your purchase journey from checkout to delivery and potential returns.

1. Your Rights Under 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.

These consumer guarantee rights apply regardless of:

•The shipping method you selected
•Whether items arrive damaged or defective
•The sale status of items (including clearance and promotional purchases)
•Any shipping delays or carrier issues

Nothing in this Shipping Policy limits or excludes your statutory consumer guarantee rights under Australian Consumer Law.

2. Order Processing

Processing Time: All orders are processed within 1–3 business days (excluding weekends and public holidays) after receiving your order confirmation email. Orders placed after 12:00 PM AEST will be processed the next business day.

Order Verification: You will receive a shipping confirmation email with tracking information once your order has been dispatched. All orders are subject to payment verification and fraud screening before processing to protect both you and Tavlux.

Cancellation Before Shipment: You may cancel your order at no cost if it has not yet departed our facility. Contact customer service immediately through your Tavlux account portal or email info@tavlux.store with your order number. If your order has already been shipped, standard return procedures under our Refund & Exchange Policy apply.

3. Shipping Methods & Rates

Domestic Shipping (Australia):

•Standard Shipping – $8.99: Estimated delivery 5–10 business days after dispatch. Includes tracking. Suitable for most orders.
•Express Shipping – $19.99: Priority order fulfillment and dispatch – your order moves to the front of our processing queue. Estimated delivery 5–10 business days after dispatch. Includes tracking and enhanced handling. Important: Express shipping guarantees faster order processing from our facility, but does not guarantee specific delivery timeframes. Actual delivery times depend on carrier performance and external factors beyond our control.

International Shipping:

•Standard International – $8.99: Estimated delivery 15–30 business days after dispatch. Includes tracking. Subject to customs processing.
•Express International – $19.99: Priority order processing and dispatch. Estimated delivery 15–30 business days after dispatch. Includes tracking and enhanced handling. Important: Express shipping means faster fulfillment from Tavlux, but international delivery times remain subject to customs processing, carrier schedules, and destination country logistics.

Free Shipping: Orders over $100 AUD (before taxes) qualify for free standard domestic shipping. This applies to original order shipments only, domestic Australian addresses, and orders at the time of checkout (promotional codes and discounts are applied before calculating the threshold).

Note: For approved exchanges, you are responsible for the cost of sending the original item back to us. Tavlux covers the shipping cost of sending the replacement item from our facility to you, regardless of order value. Full details are set out in our Refund & Exchange Policy.

Delivery Timeframe Clarification: All shipping timeframes are estimates only and not guaranteed. Actual delivery times may vary due to:

•Carrier performance and routing
•Weather conditions and natural events
•Peak season volume (holidays, sales events)
•Customs processing (international orders)
•Remote or difficult-to-access delivery locations

Important for Returns: Your 30‑day return window under our Refund & Exchange Policy begins from the date of actual delivery, not the estimated delivery date. Extended transit times do not reduce your return rights.

4. Delivery Areas

We ship worldwide to most destinations, with the following exceptions:

•Regions currently under international trade sanctions or embargoes
•Remote locations not serviced by our primary carriers
•Destinations where shipping is prohibited by law or carrier policy

If you're unsure whether we can ship to your location, please contact us at info@tavlux.store before placing your order.

5. Order Tracking

A tracking number will be emailed to you as soon as your order is dispatched. You can:

•Monitor your shipment's progress on the carrier's official website using the tracking number provided
•View tracking status in your Tavlux account under "Order History"
•Contact us if tracking information has not updated within 48 hours of dispatch

We recommend checking tracking regularly, especially for international orders where you may need to coordinate customs clearance or provide additional delivery instructions.

6. Lost or Delayed Shipments

When to Contact Us: If you have not received your order within the following timeframes from the shipping notification date:

•Domestic orders: 10 business days
•International orders: 20 business days

Please contact us immediately at info@tavlux.store or through your Tavlux account portal with your order number and tracking information.

Important: Your 30‑day return window under our Refund & Exchange Policy begins only upon actual delivery. If delivery is significantly delayed, your return rights are not affected by extended transit times.

Lost Shipments: If tracking shows your order is lost in transit, contact us immediately. We will:

•Investigate with our carrier
•Initiate a carrier claim if necessary
•Provide a replacement shipment or full refund once the loss is confirmed

Under Australian Consumer Law, you are entitled to receive the goods you purchased or a full refund, regardless of carrier issues.

Carrier Delays: While we select reliable carriers and provide tracking, we cannot control carrier performance. Delays may be caused by:

•Weather, natural disasters, or other force majeure events
•Labor strikes or carrier operational issues
•High volume periods (holidays, sales events)
•Customs holds or import processing (international orders)

We will work with you and our carriers to resolve delivery issues as quickly as possible. Your consumer guarantee rights under Australian Consumer Law remain in effect regardless of carrier delays.

7. Damaged or Defective Items Upon Delivery

Reporting Damaged Shipments: If your order arrives damaged or defective, please report the issue as soon as possible with the following information:

•Your order number
•Clear photos and/or video of the damaged or defective item
•Photos of the outer packaging showing any damage
•Photos of inner packaging and packing materials if relevant

Do not ship the item back to us immediately. Follow the return authorization process outlined in our Refund & Exchange Policy.

Processing Your Claim:

1.We will review your claim within 3 business days
2.If we can resolve the issue based on your photos alone (for example, where you received the wrong color or there is a minor defect), we may offer a replacement, refund, or another suitable remedy without requiring you to send the item back
3.If we determine that a physical return is required, we will provide a prepaid return shipping label so you are not charged for return shipping
4.You may choose a replacement (exchange) or full refund, including your original shipping costs, where required by Australian Consumer Law
5.If the item is lost or damaged during return transportation using our prepaid label, Tavlux assumes full responsibility

Important: While we encourage prompt reporting to help resolve issues quickly and document carrier damage claims, your rights under Australian Consumer Law are not limited to any specific timeframe. Defects may be reported throughout the reasonable lifetime of the product.

What You Should NOT Do:

•Do not remove or break hygiene seals on defective swimwear or intimate apparel if possible
•Do not use or wash defective items before reporting (unless necessary to discover the defect)
•Do not ship returns without obtaining authorization and a return address first
•Do not ship returns to addresses printed on your original packaging

8. Important Product Handling Notice

Hygiene Seals – Read Before Opening: Many Tavlux products include hygiene seals or protective liners, particularly:

•Swimwear
•Intimate apparel
•Hygiene-sensitive clothing items

Critical: Do not remove these seals if you intend to return the item.

Under our Refund & Exchange Policy, items with removed or broken hygiene seals cannot be accepted for change-of-mind returns and will be rejected during inspection. You may try on items carefully without removing hygiene seals.

This does not affect your rights for defective items: If an item with a hygiene seal is defective, you are still entitled to a remedy under Australian Consumer Law. Report the defect with the seal intact if possible.

9. Returns & Exchanges Overview

This Shipping Policy covers delivery of your original order. For detailed information about returning items, please review our complete Refund & Exchange Policy.

Key Return Policy Highlights:

•30‑Day Return Window: You have 30 days from the date of delivery to initiate a return or exchange request for change‑of‑mind returns, subject to the eligibility conditions in our Refund & Exchange Policy
•Return Authorization Required: All returns and exchanges require prior authorization through your Tavlux account. You will receive a unique return authorization number, the specific return address, return shipping instructions, and customs documentation requirements (international returns)

Critical Warning: Returns must be shipped ONLY to the address provided in your return authorization email. Do not send returns to any address printed on your original package. We use multiple fulfillment locations and cannot process returns sent to incorrect facilities.

Return Shipping Costs – Customer Pays For:

•Change of mind or preference
•Incorrect size ordered by the customer
•Product dissatisfaction (color, style, fit)
•Any other non-defect-related returns

In these situations, you arrange and pay for shipping the item back to us. If you have chosen an exchange, Tavlux will then cover the cost of shipping the replacement item from our facility to you.

Tavlux Covers Return Shipping For:

•Defective items (confirmed manufacturing defects)
•Incorrect items shipped by Tavlux (including wrong color or style)
•Items damaged during transportation

In many cases, especially for incorrect color or minor issues, we may resolve your claim using photos alone and may not require you to send the item back. Where we do require a physical return, we will provide a prepaid return label or reimburse reasonable return shipping costs.

One Exchange Per Order Rule: You are allowed one exchange per order only. Once an item has been exchanged, that order becomes permanently ineligible for refunds. Choose carefully between exchange and refund options – this decision is final and cannot be reversed.

•Choose an exchange if you love the product but need a different size or color and you're confident about your selection
•Choose a refund if you're uncertain about the product or may want to return it again

Product Condition Requirements: To be eligible for return or exchange, all items must meet strict conditions:

•Unused and unwashed with no signs of wear
•Original, resellable condition
•Hygiene seals intact (if applicable)
•Original packaging, tags, labels, and accessories included
•Suitable for resale to another customer

Returns failing inspection will be rejected and returned to you at your expense.

Items Not Eligible for Change of Mind Returns:

•Items marked as "Final Sale" or "Clearance"
•Discounted bundles or multi-item promotional packages
•Gift cards and store credit
•Personalized or customized products

However, your Australian Consumer Law rights still apply. Defective or faulty items from these categories are eligible for remedies (repair, replacement, or refund) under consumer guarantees regardless of sale status.

10. Incorrect Shipping Address

Your Responsibility: You are responsible for ensuring your shipping address is entered correctly at checkout. Please verify:

•Street address and unit/apartment number
•Suburb/city and postcode
•State and country
•Contact phone number

Correcting Address Errors:

•Within 1 hour of ordering: Email info@tavlux.store with your order number and corrected address. We will make every effort to update before processing
•After 1 hour but before shipment: Contact us immediately through your Tavlux account portal or email. We may still be able to update or cancel and reprocess
•After shipment: Address changes cannot be made by Tavlux. Contact the carrier directly with your tracking number to request delivery redirection (carrier fees may apply)

Orders Shipped to Incorrect Addresses: Orders delivered to incorrect addresses due to customer entry error at checkout cannot be replaced or refunded. We strongly recommend:

•Double-checking your address before completing checkout
•Shipping to locations where you can receive packages securely
•Using delivery instructions or safe place notes if you won't be home
•Providing a phone number for the carrier to contact you if needed

11. International Shipping: Customs, Duties, and Taxes

Your Responsibilities: International customers are solely responsible for all customs duties, import taxes, VAT, and brokerage fees. These charges are not included in our shipping costs and are determined by your destination country.

Customs Declarations: We are legally required to:

•Declare the full commercial value of goods on customs forms
•Accurately describe products for customs classification
•Comply with all international shipping regulations

We cannot mark packages as "Gift" or undervalue items to help you avoid customs fees. Requesting this violates customs law and may result in order cancellation.

Customs Delays: Customs processing times vary by country and are beyond our control. International orders may be held for:

•Random inspections
•Additional documentation requests
•Payment of duties and taxes
•Restricted item reviews

Please monitor your tracking information and respond promptly to any customs notifications you receive.

Refused or Abandoned Shipments: If you refuse delivery or abandon your package at customs, you are responsible for:

•All return shipping costs
•Customs fees or storage charges incurred
•Original shipping costs (which are non-refundable)

We reserve the right to deduct these costs from any refund issued.

International Return Shipping: If you need to return an item internationally, your return authorization email will include:

•Recommended carriers for international returns
•Customs documentation requirements
•Instructions for declaring items as "Returned Merchandise"
•Value to declare (typically original purchase price)

Detailed customs guidance is provided in your return authorization to help prevent your return from being held at customs.

12. Fraud Prevention & Account Protection

Order Verification: We reserve the right to verify, cancel, refuse, or restrict orders that appear suspicious, fraudulent, or are associated with:

•Suspicious or fraudulent payment activity
•Multiple failed payment attempts
•Mismatched billing and shipping information requiring verification
•Accounts suspended or terminated under our Refund & Exchange Policy for return abuse
•Return fraud patterns including excessive returns, wardrobing, or false defect claims
•Violations of our terms and conditions

All suspected fraudulent activity will be investigated and may be reported to relevant authorities and financial institutions.

Account Suspension for Policy Abuse: Orders from accounts with documented policy abuse history under our Refund & Exchange Policy may be refused. This includes accounts that have:

•Excessive return rates exceeding reasonable consumer behavior
•History of returning used, worn, or damaged items while claiming they are unused
•Removed and replaced hygiene seals or tags
•Engaged in wardrobing (purchasing items for temporary use with intent to return)
•Provided false information about defects or shipping errors

See our Refund & Exchange Policy Section 13 for complete return abuse definitions and account protection measures.

Secure Delivery Locations: We are not liable for packages showing as delivered by the carrier that you did not personally receive if delivered to the address you provided. To ensure safe delivery:

•Ship to secure locations where you can receive packages personally
•Use delivery instructions for your carrier (e.g., "leave with concierge," "safe place behind gate")
•Consider requiring signature confirmation for high-value orders
•Track your order and plan to be available for delivery

If a package shows as delivered but you didn't receive it, contact us within 48 hours with your order number and tracking information. We will investigate with the carrier.

13. Contact Information & Customer Support

For questions or concerns about your shipment, delivery, or this policy:

•Primary Contact Method: Log into your Tavlux account portal to navigate to "Order History" to track shipments, submit return/exchange requests, and contact customer support directly
•Email: info@tavlux.store (please include your order number in all email correspondence)
•Response Time: We respond to all inquiries within 24–48 hours during business days

14. Policy Changes & Effective Date

Tavlux reserves the right to modify this Shipping Policy at any time to reflect operational changes, legal requirements, carrier updates, or service improvements. Changes will be posted on our website with an updated effective date.

Important: The version of this Shipping Policy (and our Refund & Exchange Policy) in effect at the time you place your order governs that specific transaction, including any subsequent returns or exchanges. We recommend reviewing our policies before each purchase.

15. Complete Terms & Conditions

This Shipping Policy should be read in conjunction with:

By placing an order with Tavlux, you acknowledge that you have read, understood, and agree to this Shipping Policy and our Refund & Exchange Policy.