Order and Delivery Policy

Last updated: 12 August 2026

This policy explains how orders placed through Octavello are processed, shipped and delivered.

Order Confirmation

After placing an order, you will receive a confirmation email. Please check your order and delivery details carefully and contact support@octavello.com immediately if anything is incorrect.

Receiving an automated confirmation does not guarantee acceptance or availability. We may cancel and refund an order if payment cannot be verified, the product is unavailable, the delivery address is unsuitable or the order contains an obvious pricing or product-information error.

Processing Time

Orders are normally processed within 1–3 business days.

Processing times may be longer during weekends, public holidays, sales or periods of high demand. Once an order enters processing, changes or cancellations may no longer be possible.

Estimated Delivery Time

Standard delivery normally takes 5–15 business days after dispatch.

Delivery times are estimates and are not guaranteed. Delays may occur because of carriers, customs, weather, public holidays, transport disruption or other circumstances outside our reasonable control.

If your order is substantially delayed, contact us so we can investigate.

Free Standard Shipping

Free standard shipping is provided on all orders unless otherwise stated during checkout.

Express or upgraded delivery, where available, may incur an additional charge. Any charge will be displayed before payment.

International Fulfilment

Octavello works with international suppliers and fulfilment centres. Products may be dispatched from outside Australia, including from locations in Asia.

The dispatch address shown on a parcel is not necessarily a return address. Contact us before returning any product.

Split Shipments

Products within the same order may be dispatched separately. You may therefore receive:

• More than one parcel;
• Parcels on different dates; and
• Separate tracking numbers.

You will not be charged additional standard shipping costs because an order is divided into multiple parcels.

Tracking

Where tracking is available, you will receive a tracking number after dispatch.

Tracking information may take several business days to activate or update. Limited tracking updates do not necessarily mean that the parcel has been lost or stopped moving.

You can track your shipment through our Order Tracking page.

Delivery Address

You are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an error. We will try to update the address, but we cannot guarantee changes after processing has started.

Octavello is not responsible for delays or failed delivery caused by:

• Incorrect or incomplete address information;
• Failure to collect a parcel;
• Refusal of delivery;
• Unauthorised address changes requested from the carrier; or
• Limited access to the delivery location.

If a parcel is returned for one of these reasons, reasonable re-delivery or return costs may be deducted from any refund or charged before re-delivery, where permitted.

Delivery and Collection

Depending on the carrier, a parcel may be delivered to the address provided, left in a safe location, delivered to an authorised person or taken to a collection point.

You are responsible for following the carrier’s instructions and collecting the parcel within the specified period.

Delayed, Lost or Delivered Parcels

If your order has not arrived within the estimated delivery period, contact support@octavello.com with your order number and tracking information.

Before contacting us about a parcel marked as delivered, please check:

• Around the delivery location;
• With household members or neighbours;
• At any designated safe place; and
• With the local carrier or collection point.

We may open an investigation with the carrier before offering a replacement, refund or other resolution. Investigations and replacement deliveries may require additional time.

Taxes and Customs Charges

Applicable charges collected by Octavello will be shown during checkout.

Depending on the destination, order value and shipping arrangement, a parcel may be subject to taxes, duties, customs charges or carrier fees. Where these charges are not collected by Octavello, they may be payable by the recipient.

Octavello does not control customs decisions or processing times and is not responsible for delays caused by customs.

Refusing a parcel because of customs charges does not automatically qualify the order for a full refund. Any costs incurred because of the refusal may be deducted where permitted.

Order Changes and Cancellations

Contact us immediately if you wish to change or cancel an order.

We will try to assist, but changes and cancellations cannot be guaranteed after an order has entered processing or been dispatched.

Returns and refunds are handled under our Return and Cancellation Policy.

Circumstances Outside Our Control

Octavello is not responsible for delivery delays or failures caused by circumstances outside our reasonable control.

Where such circumstances materially affect an order, we will provide an appropriate solution subject to product availability, carrier information and any mandatory rights that apply.

Mandatory Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable consumer law.

Contact

Octavello Customer Support
Email: support@octavello.com