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FREQUENTLY ASKED QUESTIONS



ACCOUNT

How do I create a new account?
You can create an account by clicking on the Sign In button at the top right corner of the page. Otherwise, you will have the option to create an account before Checkout.

How do I update my details on my account?
You can easily update your account details in the Account Settings section within My Account. Once logged in, select the menu that appears beside your name at the top right corner of the page, then select Account Settings.

What do I do if I have forgotten my password?
Select 'Forgot my password' in the 'Sign-In' pop up box. You will then receive an email that will guide you through the steps to reset your password.

I'm having trouble logging in or other problems with your site.
If you are having technical difficulties, please contact us at hello@averee.com.au.

I have more questions; how do I contact Averee? For all other questions, please send an enquiry through the Contact Us page, or email us at hello@averee.com.au.



SHOPPING

How do I find a seller near me?
Our seller Directory includes the addresses of all our sellers.

How do I view my invoice and purchase History?
Your invoices and purchase history will all be easily accessible in 'My Account'. Please ensure you are logged into your account when placing your order. If you placed an order as a guest and require a copy of your order invoice to be re-sent to you, please contact hello@averee.com.au.

Are you able to provide a quote and/or tax invoice to enable me to make a claim/seek reimbursement from the NDIS or my Home Care Package provider?

* If you are self managed, please make your purchases and ensure you keep your receipts for reimbursement.
* If you are planner managed, or care/community managed, please email us at hello@averee.com.au with your quote or invoice request and we will email it to you. Include your details for delivery, the details of your plan manager for billing, include all items and quantities of purchase (be specific so we can ensure we send the right colours and sizes etc.).
* If you are agency managed, we are unfortunately unable to receive bank transfers and therefore cannot process your purchase at this time.  However, if you are able to apply for a reimbursement or arrange for another person to complete the sale for you online, then we can assist with providing you an invoice in advance of your purchase being placed via our website.

How do I contact a seller
Please send an enquiry through the Contact Us page and we can assist with you enquiry directly, or the seller will be able to help.

Can I change/cancel items on my order?
Orders can only be cancelled before they have been dispatched. Please contact us at hello@averee.com.au for assistance.

The contents of your order cannot be changed after purchase, but you may have the option to cancel and reorder (if not yet dispatched), or return the item. Please refer to the seller’s return policy outlined on the product page.

Do I get an order confirmation? Did my order go through?
A “Thank you” message will be displayed in your browser once your payment has been successfully processed. Please allow a few seconds for this to appear after your payment details have been submitted.

You will also receive an order confirmation email from hello@averee.com.au with your order details. If it doesn’t arrive, please check your junk folder. If for some reason it still hasn’t arrived in your inbox or junk mail, please email us at hello@averee.com.au.

Can I order different products from different shops at once?
Yes. Simply add the products you wish to purchase to your cart and check out. We will do the rest.

Who can advise me when buying a big item?
Please send your enquiry through our Contact Us page, and we will be able to resolve your query immediately, or the seller will provide further information.

Do I need a guarantee?
No. Your purchases are covered under the Australian Consumer Laws as enforced by the ACCC and the State and Territory Consumer Protection Agencies.

Do I need my participant I.D. to make a purchase?
No. To claim an item under your NDIS or Home Care Package funds, you will need your tax invoice, which will be conveniently stored within 'My Account' and emailed to you when your order is confirmed. You can then submit your tax invoice directly to the NDIS or your Home Care Package provider. Contact us at hello@averee.com.au if you need assistance with obtaining a tax invoice.

How do I add a product to My Wishlist?
You will need to create an account before you can begin adding products to your Wishlist. Then, simply click on the heart icon next to a product to add it to your Wishlist. You can view your products saved in your wishlist at any time, and add them directly to your cart when you are ready to purchase.

Where is the size chart?
A size chart will be available for all applicable products. Contact us at hello@averee.com.au if you require further assistance with sizing.

How does an in-store purchase work?
The in-store feature enables you to choose a product online and pay for and collect the purchase from the Seller's store. Please send an enquiry through the Contact Us page, and we will connect you with the Seller. They will be in contact shortly to organise the in-store purchase.

How does Click&Collect work?
The Click and Collect feature enables you to purchase a product online and collect the purchase from a Seller's store. The service is only available from the Seller from which you purchased the product and for Products that feature the Click & Collect icon.

What payment methods do you offer?
The online payment methods available are credit card, PayPal and Google Pay. Bank accounts can be linked with your PayPal account. More information can be found here. Payment methods may vary if you choose to make an in store purchase.

Can I place an order over the phone?
No. All orders must be placed on the site. If you have any issues placing an order, please send an enquiry through the Contact Us page, and we will be happy to help.

Is there a minimum order?
Absolutely not. There is no minimum order amount. You can order as little or as much as you want from our site.



REFUNDS & RETURNS

What is Averee's returns policy?
Each seller offers their own return policy. Please refer to the seller’s Exchange, Returns, and Refunds Policy which is outlined on the product page underneath the product description.

Not all sellers offer change of mind returns, so please choose carefully. Contact us at hello@averee.com.au if you need assistance with product information.

For products that are faulty or not as described, your purchases are covered under the Australian Consumer Laws as enforced by the ACCC and the State and Territory Consumer Protection Agencies. Contact us at hello@averee.com.au if you have an issue with an item. We will assist you with the returns, exchange or refund process where applicable.

What do I do if I'm not happy with my item?
Not all sellers offer change of mind returns, so please choose carefully. Contact us at hello@averee.com.au if you need assistance with product information.

What do I do if my item is faulty or damaged?
We would love to resolve this for you as quickly as possible. Contact us at hello@averee.com.au if you have an issue with an item. We will assist you with the returns, exchange or refund process where applicable.

For products that are faulty or not as described, your purchases are covered under the Australian Consumer Laws as enforced by the ACCC and the State and Territory Consumer Protection Agencies.

How do I return an item?
Contact us at hello@averee.com.au if you have an issue with your item. If your item is eligible for a return, we will guide you through the returns process.

Returned items should be repackaged securely, with the item's original packaging.

Are there any exclusions from the returns policy?
Due to hygiene standards/requirements, some items are non-returnable, unless deemed faulty, for example, underwear and certain medical items. Always refer to the product page to find out if the item is eligible for return.

How will I receive my refund from purchases?
Your refund will be received through your payment method used to purchase the item.



DELIVERY

Can I change my delivery address?
If the item has not yet been dispatched, we may be able to assist with changing your delivery address. Please contact us at hello@averee.com.au as soon as possible after placing your order.

Can I send an order to a different address from my billing address?
Yes. You will be asked whether you would like to use your 'shipping details for billing' at Checkout. Simply uncheck the box and fill in the fields accordingly.

How does delivery work?
Each seller is responsible for shipping, meaning shipping costs, shipping carriers and shipping times will vary. Our sellers endeavour to dispatch your items within 1-2 business days. Items requiring customisation may have extended dispatch and delivery times.

Why am I being charged separate delivery costs for different items in my cart?
You are purchasing products from a community of Sellers, who each have their own shipping methods and costs.

Do you deliver internationally?
Currently we deliver to locations within Australia only. Please subscribe to our email newsletters to stay updated with our new service offerings.

My order has not arrived, what do I do?
Please allow 3-10 business days for delivery once it has been dispatched. If your order is being dispatched from an overseas location, delivery times may vary between 7-21 business days. Please note that there may be delays within the delivery network during periods of high parcel volumes, or other factors, that may extend delivery times.

If you need assistance tracking your delivery, contact us at hello@averee.com.au.

How will I know the status of my delivery?
Our sellers endeavour to dispatch your order within 1-2 business days. There may be delays during peak sale periods. For products that require customisation, it may take longer, up to 10 business days, to dispatch your item.

When your order has been dispatched, you will receive a dispatch notification email, including tracking number and carrier information if available.

You may receive multiple dispatch notification emails if you have purchased items from multiple sellers.

Who do I talk to if I am having issues with a seller or delivery?
Please send an enquiry through our Contact Us page or email hello@averee.com.au, and we will endeavour to resolve any concerns.

Can I arrange a specific delivery date?
For most items, a specific delivery date cannot be arranged or guaranteed. For certain bulky items that require courier delivery arrangements, the seller or courier will be in touch with you to confirm the delivery schedule.



OTHER

Will my information be sold to third parties?
Your privacy is important to us, and your information will only be passed onto third parties in accordance with our Privacy Policy.

What is Averee's ABN?
66 644 943 144