More Frequently Asked Questions
Shipping & Delivery
Do you ship outside of Australia?
We currently only ship within Australia.
Do you deliver remotely?
Yes, we deliver to most regional and remote areas across Australia. Please reach out to us before placing your order, as some remote locations may require an additional shipping fee depending on courier access and distance.
Can you deliver to PO Boxes?
We do not recommend shipping to PO Boxes or parcel lockers. Delivery to these addresses may experience delays or issues. Please use a residential or business address for best results.
My order hasn't moved, Is something wrong?
Tracking updates can sometimes take 24–48 hours to appear after dispatch, depending on the carrier. In some cases, your parcel may already be in transit even if the tracking status hasn’t changed.
If it’s been more than 3 business days with no movement, please reach out to our team at contact@deskvia.com and we’ll investigate with the courier for you.
What should I do if my order is delayed or lost?
Although we aim to meet the estimated delivery time, delays can occasionally occur due to courier issues, holidays or weather. If your package is delayed beyond the expected timeframe, or is marked as delivered but hasn’t arrived, please contact us and we’ll investigate.
Please note that we are not responsible for lost or stolen packages once they are marked as delivered by the courier.
Returns & Refunds
Can I return a product if I change my mind?
We accept change of mind returns for Decor & Tech Accessory items strictly within 30 days of delivery, provided the product is unused and in its original packaging. Please note: shipping costs for change of mind returns are the customer’s responsibility.
Change of mind returns are not currently accepted for furniture items, including desks, chairs, and storage pieces, due to the size and nature of these products.
What if my product is faulty, damaged, or not as described?
Products that are faulty, damaged, or not as described are eligible for a return, refund, or replacement in accordance with the Australian Consumer Law (ACL).
How do I request a return?
You can email us on our Contact Us page or at contact@deskvia.com within 30 days of receiving your order.
Please make sure to include your order number and clear photos/videos of the item outlining the issue (if faulty).
Once submitted, our team will review your request and confirm the next steps.
Who pays for return shipping?
If your product is faulty, damaged, or incorrect, we will cover the cost of return shipping.
Change of mind return shipping is to be covered by the customer.
If a return is approved for any other reason (at our discretion), return shipping may be at the customer’s expense.
How long will refunds/replacements take?
Once your return has been approved:
- Refunds can take up to 3 business days to appear in your account.
- Replacements will be shipped within 1–2 business days.
Ordering & Payments
What payment methods do you accept?
We accept the following payment methods:
- Credit and Debit Cards (Visa, MasterCard, American Express, Union Pay)
- Shop Pay
- PayPal
- Apple Pay / Google Pay
Can I make changes to my order after payment?
Unfortunately once an order is placed we are unable to make any changes to the items in the order.
If you wish to cancel the order, please contact us immediately and we will do our best to assist.
However, keep in mind that we are not liable for any costs or issues arising from the order once it has been submitted.
When will my payment be charged?
Your payment is processed at the time of placing the order. You will receive a confirmation email once your payment is successful.
Can I pay using multiple payment methods?
Unfortunately no, each order can only be paid with a single payment method at checkout.
What should I do if my payment fails?
If your payment fails, please check your payment details and try again. If the issue persists, contact your bank or payment provider. Additionally you can reach out to us for assistance.
Account & Security
Do I need an account to place an order?
No, you do not need an account to place an order. After checkout, You will be emailed a link to track your order so you can view its status at any time.
How do I create an account?
You can create an account during checkout or by clicking Create Account at the top of our website. Enter your email, choose a password, and follow the prompts.
How do I reset my password?
If you forget your password, click Forgot Your Password? on the login page. You will be sent a secure password reset link to your email.
Is my payment information secure?
Yes. All payments are processed through Shopify’s secure, encrypted payment system. Please note that your card details are never stored on our servers.
How do I delete my account?
You can request account deletion by contacting us. After deletion, you will no longer have access to your saved addresses or order history linked to that account.
Will I receive marketing emails?
Only if you opt-in at checkout or subscribe to our newsletter. You can unsubscribe anytime using the link in our emails.
For any further questions or issues, feel free to reach out to us at contact@deskvia.com or fill out the contact form here.