Shipping
For your convenience we offer pickup from our store or delivery.
Pickup
We offer free pickup for our local customers who wish to visit us at our store. Select Local Pickup on checkout. We will notify you when your order is ready for collection.
Orders selected for Local Pickup should be collected within 30 days of notification. Orders not collected within this period may be cancelled at Arkhaven's discretion. Any refund issued may be less any non-refundable payment processing fees or special-order charges where applicable.
Delivery
We offer flat rate shipping of $20.00 for all orders under $150.00. Orders over $150.00 qualify for free shipping (unless the order contains a large item). Some exclusions apply (such as sale, exclusive or limited products) and will be marked as follows:
If your order includes a large item there will be an additional charge of $20.00 to assist with covering additional costs of packing and sending large and bulky items. These items will be marked:
If your order includes Dangerous Goods such as spray paints, batteries and fuel there may be an additional charge of $20.00 to assist with covering additional costs of packing and sending dangerous goods. These items will be marked:
Orders are generally dispatched within 1–2 business days once payment has been confirmed (excluding pre-orders and special order items).
Delivery timeframes provided by Australia Post or our courier partners are estimates only and are outside of Arkhaven's control. Delays caused by carriers, weather events or other circumstances beyond our control do not constitute grounds for cancellation or compensation.
Returns
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Returns Policy limits or excludes your rights under the Australian Consumer Law.
Change of Mind Returns
We understand that sometimes you may change your mind about a purchase. Subject to the conditions below, we are happy to assist.
In-Store Purchases
- Unopened, unused and undamaged items may be returned within 7 days of purchase for a full refund to the original payment method.
- After 7 days, eligible returns may be issued as store credit at Arkhaven's discretion.
- Change of mind returns are not accepted after 30 days.
- Proof of purchase is required for all returns.
Online Purchases
- Unopened, unused and undamaged items may be returned within 14 days of delivery for a full refund to the original payment method.
- Proof of purchase is required for all returns.
The following items cannot be returned for change of mind:
- Sale or clearance items
- Gift cards
- Single trading cards
- Products specifically identified as non-returnable
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible so we can resolve the issue.
Where a product is found to be faulty or does not meet the guarantees provided under Australian Consumer Law, we will repair, replace or refund the item as required by law.
If the return is the result of our error (for example, you received the wrong item or an item damaged in transit), Arkhaven will cover the reasonable return shipping costs.
Refunds
Once your returned item has been received and inspected, we will notify you by email of the outcome of your return request.
If approved, refunds will be processed to your original payment method. Please allow 2–3 business days for the refund to be processed, although processing times may vary depending on your financial institution.
Returning an Item
Before returning any item, please contact us to obtain a Return Authorisation (RA) number and return instructions.
Unless the return is due to our error or a product fault covered under Australian Consumer Law, customers are responsible for the cost of returning goods. Original shipping charges are non-refundable.
For your protection, we recommend using a tracked shipping service or purchasing shipping insurance when returning items of significant value. Arkhaven cannot accept responsibility for returns that are lost or damaged in transit before they reach us.