FAQ
Welcome to the Oakvern Frequently Asked Questions (FAQ) page.
We’re here to help make your experience smooth and enjoyable. If you can’t find the answer you need, please feel free to reach out — our team is always happy to assist.
How long will it take to receive my order?
Answer:
Here are our standard delivery timelines:
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Handling Time: 1–3 business days
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Transit Time (after dispatch): 4–7 business days, depending on your location
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Estimated Total Delivery Time: 5–10 business days
Please note: During peak periods, public holidays, or carrier delays, delivery times may vary slightly.
For more details, see our Shipping Policy.
Do you offer free shipping?
Answer:
We offer free standard shipping on selected products.
If free shipping applies, you’ll see this clearly stated on the product page.
If shipping costs apply, the exact rate will be shown at checkout before payment.
Where is Oakvern located?
Answer:
Oakvern is an Australian-owned online-only store.
This allows us to offer high-quality products at fair and transparent pricing, without the overhead of physical retail stores.
What if I receive a defective product?
Answer:
If your item arrives damaged, faulty, or not as expected, please contact us within 30 days of receiving it. We will replace the item or resolve the issue as quickly as possible.
For full details, see our Return & Refund Policy.
Can I cancel my order after it has been placed?
Answer:
Yes — we offer a 24-hour cancellation window from the time your order is placed.
To request cancellation, please contact us as soon as possible with your order number.
If your order has already been fulfilled or shipped, cancellation may no longer be possible.
What is your return policy?
Answer:
We accept returns on most items within 30 days of delivery, provided the item is unused and in its original condition.
For full details, please refer to our Return & Refund Policy page.
When will I receive my refund?
Answer:
Once we receive and inspect your returned item, your refund will be processed.
Refunds typically return to your original payment method within 3–7 business days, depending on your bank or payment provider.
Do your products come with a warranty?
Answer:
Yes — we offer a 30-day product guarantee on all purchases.
If something isn’t right, just contact us and we’ll help make it right.
How can I contact customer support?
Answer:
You can reach our support team via email or our Contact page:
Email: support@oakvern.com
Phone: +61 481 880 304
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST)
We typically respond within 1–2 business days.
Do you ship internationally?
Answer:
Not at this time.
We currently ship within Australia only.
Do you have a physical store location?
Answer:
Not at the moment — Oakvern is an online-only store.
This helps us keep prices fair and offer a wider product range.
Can I place a bulk or custom order?
Answer:
Yes — if you’re ordering for an organisation, event, or business, please contact us and we’ll be happy to assist with bulk pricing and availability.
How can I track my order?
Answer:
Once your order has been dispatched, you’ll receive a tracking number via email.
You can track your delivery using the link provided or via the Australia Post tracking website.
Or alternatively you can track your order on our site on our "Track Order" page.
Contact Information:
Trade name: Oakvern
Address: 1/8 Sunbrite Avenue, Mermaid Beach, Gold Coast, 4218, QLD, Australia
Email: support@oakvern.com
Phone: +61 481 880 304
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST)
We reply to all customer enquiries within 1 - 2 business days.