FAQ'S
Is it possible to check out as a guest?
During the purchasing process, it is required to create an online account.
Creation of an account will:
- Assist with customer service;
- Give you the opportunity to take advantage of exclusive future Ava Erawan announcements;
- Better facilitate your future purchases.
To create an account, please click here and scroll to the bottom to our sign up form. You will be asked to create a username and password as well as supply your preferred email address.
Can I cancel my order?
If you happen to change your mind after your purchase, please contact the Customer Care Team immediately via the contact page. Please select the “customer care” option on the “select a topic” drop box.
The best efforts will be made to prevent the dispatch of your delivery. Please however be aware, the dispatch of orders is done in an efficient and timely manner, therefore preventing the dispatch is not guaranteed. If averted, a refund for the items will be processed, however any charges already incurred for logistics or duties and taxes will not be refunded.
Can I change my order?
If you would like to change your order, please contact the Customer Care Team immediately via the contact from. Please select the “customer care” option on the “select a topic” drop box. The best of efforts will be made to prevent the dispatch of your delivery. But please note, the success of preventing the dispatch is not assured. The Customer Care Team will make contact to inform you of the status of your delivery and, if the delivery has been prevented, will assist with making the changes to the order.
My address was entered incorrectly?
Please contact our Customer Care Team via the contact form. Please select the “customer care” option on the “select a topic” drop box. If the delivery is yet to be dispatched, the correct address with be updated. If the dispatch cannot be averted, you are best to contact the carrier and use the tracking number to identify your delivery.
I don’t understand why my order was cancelled?
There may be times when an order will regretfully need to be cancelled. This can be due to limited numbers of a stock item, size or colour. When this happens, you will receive notice from the customer care team. If you are yet to receive notification, please contact the Customer Care Team via the contact form.
Why has my order been sent back to the warehouse?
If your order has been sent back to the warehouse, please contact the Customer Care Team via the contact form. They will be happy to assist you. Once the issue has been resolved, your delivery will be resent with the correct amendments.
How soon do I need to notify that I wish to make a return?
If you wish to make a return and our criteria has been satisfied, please contact the Customer Care Team within 48 hours of receiving your delivery. Please do this via the contact from. Please select the “returns & refunds”” option on the “select a topic” drop box.
How are returns sent back to Erawan Pty Ltd ?
It is requested that your return will be sent with the carrier of your choice to the Erawan Pty Ltd post office box. After you complete the contact form, the Customer Care Team will be in contact to assist you through the process.
How long will it take for the money to be refunded?
Within 48 hours of the Customer Care Team receiving your return, a request will be sent to our merchant services provider to credit your original method of payment. This is assuming your return meets the criteria. Please refer to the returns criteria.
What happens if my return does not meet the returns criteria?
If you are planning on making a return, and you need assistance with the criteria, please contact the returns team via the contact page. They will be happy to assist you. If your return has already been received, and there is a problem meeting the criteria, the returns team will make contact.
I don’t understand why my order was cancelled?
The following criteria must be met for refunds items:
- Proof of purchase to be presented.
- The Item is to be new, unused and in saleable condition.
- It must not be worn, altered or washed.
- There are to be no creases, damages or odours.
- Original tags, swing tags and labels must be attached.
- There are to be no signs of makeup, marks or stains.
- All original packaging materials, boxes and dust bags must be included.
- Swimwear and undergarments cannot be returned.
- No refunds are offered on any sale item unless it is deemed faulty.
- Contact with our Customer Care Team via our contact form must be done within 48 hours of receiving your delivery.
What are the costs associated with a return?
The cost of the return will be at the expense of you, the customer. This includes the cost of the delivery as well as any duties and taxes which may be deemed payable. Once the contact form is received, the Customer Care Team will make contact and guide you through the process. Erawan Pty Ltd will only cover the cost of delivery, duties and taxes for returns of faulty goods or goods not as described.
If my delivery incurs a tax or duty, how is that paid?
All deliveries from Erawan Pty Ltd will be Delivery Duties Unpaid (DDU). This means that you, the customer, will be responsible to pay any taxes or duties which may be incurred in the process of your delivery. If you have any questions, please contact our customer care team via the contact page.
How long will it take to receive my delivery?
Once payment is confirmed, deliveries will be dispatched daily with the exclusion of weekends and public holidays.
Please find some indicative delivery times below.
| Australia | Duration – Standard | Duration – Express |
| Sydney | 2 days | 1 day |
| Mebourne | 2 to 3 days | 1 day |
| Brisbane | 2 to 3 days | 1 day |
| Adelaide | 2 to 4 days | 1 day |
| Perth | 4 to 5 days | 1 day |
| Dawin | 4 to 7 days | 3 to 4 days |
| International | Duration – Standard | Duration – Express |
| New Zealand | 4 to 7 days | 2 to 5 days |
| United Kingdom | 4 to 7 days | 3 to 5 days |
| United Staes | 5 to 9 days | 3 to 6 days |
| Canada | 5 to 9 days | 3 to 6 days |
Do you ship internationally?
Yes, overseas purchases are welcome. The checkout page automatically accepts purchases from Canada, New Zealand, the United Kingdom and the United States.
If you live outside of these countries, and you would like to make a purchase, please enquiry via the contact page. Our Customer Care Team will be happy to assist in organising your delivery.
Do you ship to PO boxes?
Deliveries can be sent to Post Office Boxes within Australia. If you are outside of Australia, please contact the relevant logistical partner for clarification.
- New Zealand – New Zealand Post
- United Kingdom – Royal Mail (Standard) or Parcelforce (Express)
- United States – USPS
- Canada – Canada Post
My address was entered incorrectly?
Please contact our Customer Care Team via our contact form. Please select the “customer care” option on the “select a topic” drop box. If the delivery is yet to be dispatched, we will update the correct address. If the dispatch cannot be averted, you are best to contact the carrier and use the tracking number to identify your delivery.
I don’t understand why my order was cancelled?
There may be times when an order will regretfully need to be cancelled. This can be due to limited numbers of a stock item, size or colour. When this happens, you will receive notice from our Customer Care Team. If you are yet to receive notification, please contact our Customer Care Team via the contact page.
Why has my order been sent back to the warehouse?
If your order has been sent back to the warehouse, please contact our Customer Care Team via our contact form. We will be happy to assist you. Once the issue has been resolved, your delivery will be resent with the correct amendments.
How much will the shipping cost?
| Standard | Express | Standard | Express | |
| Country | Price (0.5kg) | Price (1kg) | Price (0.5kg) | Price (1kg) |
| Australia | $9.20 | $12.56 | $12.14 | $15.92 |
| New Zealand | $15.32 | $20.60 | $27.32 | $32.60 |
| United States | $24.01 | $34.98 | $36.76 | $47.73 |
| Canada | $24.01 | $34.98 | $36.76 | $47.73 |
| United Kingdom | $28.52 | $40.04 | $41.27 | $52.79 |
How do I use my promotion code?
When in the checkout screen, you will see a field to enter your promotion code. Please enter the code and press apply. If you would like any assistance, please contact the customer care team via the contact page.
Can I use multiple methods of payment?
Sorry, you can only use one method of payment.
What methods of payment do you accept?
Our merchant services provider accepts payment from Visa, Master Card, American Express and JCB. Also supported are Afterpay, Apple Pay and Samsung Pay.
How do I become a member of the community?
We welcome you to join the Ava Erawan Community. Joining takes place using one of two methods. You can join by making a purchase. At the checkout you will be asked to create a membership. Alternatively, you can click here and scroll to the bottom to our sign up form. You will be asked to create a username and password as well as supply your preferred email address.
What are the benefits of becoming a community member?
The benefits of becoming a member of the Ava Erawan Community are:
- Notification of any impending new releases;
- Access to limited releases;
- You will receive Ava’s newsletters.
How do I get the Haffenden Kane newsletters?
If you would like to receive our newsletters, simply join the Ava Erawan Community by clicking here and scroll to the bottom to our sign-up form. You will be asked to create a username and password as well as supply your preferred email address.
Can I unsubscribe from the newsletter?
Yes, you can unsubscribe from the newsletter by clicking on “unsubscribe” on one of the newsletters. If you do choose to unsubscribe you will still remain a member of the Ava Erawan Community and you will still be eligible for other benefits of membership. Though, please be aware that if you unsubscribe, you will miss out on notifications for member only limited offers and presale member only releases.
How do I reset my password?
If you have forgotten your password, please click on the account page. Then click “lost your password”. You will receive an email to assist you.