Shipping policy

Everything you need to know about how your order reaches you. If anything here doesn't answer your question, contact us and a person will reply.

Where we ship

We ship within Australia and to New Zealand.

RYVENA is Australian owned and operated.

New Zealand Customs does not collect GST or duty on orders valued under NZ$1,000. On the rare order above that value, any GST or duty assessed on arrival is payable by you.

How long it takes

5 to 10 business days from the day your order is placed.

Business days are Monday to Friday, excluding public holidays. Orders placed on a weekend begin processing the next business day.

That window covers processing and transit. Most orders arrive inside it. If yours passes 10 business days, contact us and we'll chase it.

What shipping costs

All prices are shown in Australian dollars, including on orders shipped to New Zealand. Prices for orders delivered within Australia include GST.

Orders of AUD $130 or more — free, to Australia and New Zealand.

Everything else — AUD $9.99 flat, any quantity, anywhere in Australia or New Zealand.

The $130 is measured on your order total after any discount is applied.

Your order ships as one parcel

Everything in your order arrives together in a single parcel. You won't receive part of an order one week and the rest the next.

Tracking your order

You'll receive a confirmation email as soon as your order is placed, and a tracking link once it ships. Tracking can take 24 to 48 hours to show its first update after you receive the link — that's normal and doesn't mean anything has gone wrong.

If you haven't received a confirmation email, check your junk folder before contacting us. It's almost always there.

Shipping Protection — AUD $2.49

Optional. You add it yourself in your cart, it is never pre-selected, and your order ships either way.

What it covers

Parcels lost in transit, damaged in transit, or stolen after delivery. Theft after a parcel has been marked delivered is the one thing an ordinary order can't cover, because the parcel reached the address you gave us. That is what Shipping Protection is for.

How to claim

Email operations@ryvenaofficial.com with your order number, within 14 days of the delivery scan, or within 30 days of dispatch if the parcel never arrives at all.

For a stolen parcel we need a police report reference number. Report it to your local police, send us the reference, and we'll take it from there.

For a damaged parcel, send photographs of the packaging and the contents.

What happens next

Once the claim is approved we dispatch a replacement at our cost, with no waiting on a carrier investigation. If the item is out of stock we refund it instead.

Not covered

An incorrect or incomplete address supplied at checkout. A parcel signed for by someone at your address. Change of mind, which is covered by our 30-night guarantee instead. Claims made outside the windows above.

Without Shipping Protection

A parcel that genuinely goes missing in transit is still replaced at our cost, once the carrier's investigation confirms it — and that investigation can take up to 10 business days. Shipping Protection removes the wait, and adds cover for theft after delivery.

The AUD $2.49 fee is non-refundable once your order has shipped. Nothing in this section limits your rights under the Australian Consumer Law.

If your order is delayed

Occasionally a parcel takes longer than the window — weather, a courier backlog over a peak period, or a delay in processing.

If your order passes 10 business days, contact us with your order number. We'll find out where it is and tell you honestly. If it's genuinely lost, we replace it at our cost.

Wrong address

Check your address at checkout. Once an order has shipped we can't redirect it.

If you spot a mistake, email us straight away with your order number. If the order hasn't shipped yet we'll correct it. If it has, we'll help you trace it, but a parcel delivered to an address you supplied isn't something we can refund.

Returns and refunds

Shipping and returns are separate. Our guarantee is 30 nights on everything we sell.

Full detail is in our Refund Policy.

Still need help?

Email operations@ryvenaofficial.com or use our contact form. We answer every message.