1. Ordering & Products
How can I place an order?
Placing an order is simple. Add your selected products to cart, proceed to checkout, enter your delivery details, choose your payment method, and complete your purchase. You will receive an order confirmation email shortly after payment.
Can I change my order after placing it?
Orders can only be changed within 24 hours after being placed, provided the order has not yet entered processing. Once processing begins, changes may no longer be possible.
Can I cancel my order?
Yes, orders may be cancelled within 24 hours after placing the order, provided the order has not yet been processed or shipped. After this period, cancellation may no longer be possible. Please see our Return & Refund Policy for further details.
2. Shipping & Delivery
Where do you ship to?
We currently ship exclusively within Australia.
Where is my order shipped from?
Orders are shipped directly from our fulfilment partners and suppliers. This allows us to offer a wider product range and competitive pricing.
When will my order be shipped?
Orders are typically processed within 1–2 business days. Once shipped, you will receive a confirmation email with tracking information.
How long does delivery take?
Estimated delivery time is 6–12 business days, including processing. These are estimates only and not guaranteed. Delivery times may vary due to carrier delays, weather, remote delivery regions, customs, or peak periods.
Do you offer free shipping?
Yes, we currently offer free standard shipping across Australia.
Will I receive a tracking number?
Yes. Once your order has been shipped, you will receive an email with your tracking number. You can also track your order through our Track Your Order page.
My tracking has not updated yet. Is this normal?
Yes. Tracking updates may take 24–72 hours after shipment depending on the carrier.
What if I never received my order?
If your order has not arrived within 3 business days after the estimated delivery timeframe, please contact support@millvera.com and we will investigate for you.
3. Payments & Billing
What payment methods do you accept?
We accept secure payment methods available at checkout, including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
Available methods may vary depending on device, browser, and eligibility.
Do you offer cash on delivery or buy now, pay later?
No. We do not offer cash on delivery or post-payment options.
In which currency will I be charged?
All prices and payments are processed in Australian Dollars (AUD).
My payment was declined. What should I do?
Please check your card details, available funds, or contact your bank. You may also try another payment method.
4. Returns & Refunds
What is your return policy?
We offer a 30 day return window starting from the day your order is delivered, subject to eligibility conditions. Please see our Return & Refund Policy for full details.
Who pays for return shipping?
Customers are responsible for return shipping costs for standard change of mind returns, unless otherwise required by law.
How do I start a return?
Please email support@millvera.com to request return approval. Returns sent without prior contact may not be accepted.
How long does it take to receive my refund?
Once we receive and inspect your approved return, refunds are typically processed within 7 business days. Banks or payment providers may require additional processing time.
What if my item arrived damaged or defective?
Please contact us as soon as possible and include clear photos or videos of the issue. We will review the matter and arrange an appropriate solution in line with our Return & Refund Policy and Australian Consumer Law (ACL).
5. Order Issues
I ordered the wrong item. What can I do?
If you contact us within 24 hours of placing your order, we may still be able to help. After processing begins, changes may no longer be possible.
My order says delivered, but I did not receive it.
Please first check with household members, neighbours, or your local carrier. If the issue continues, contact us and we will assist further.
Why did my order arrive in multiple packages?
Some items may ship separately due to stock location, packaging needs, or supplier logistics. You will not be charged extra shipping for this.
6. Website & Security
Is my personal data secure?
Yes. Payments and personal data are processed through encrypted and secure systems. We do not directly store your full payment card details.
Is your website safe to use?
Yes. Our website uses SSL encryption and industry standard security measures to help protect your information.
Contact Information
If you have any other questions which have not been answered on this page, you may contact us through the information below:
We aim to answer phone calls during business hours and respond to emails within 24 business hours.
Customer Service Hours (AEST - Australian Eastern Standard Time):
Mon - Fri: 9:00 a.m. – 5:00 p.m.
Sat - Sun: Closed
Email: support@millvera.com
Phone: +61 2 9099 5846
Shop Name: Millvera Australia
Company Name: Ecomeran LLC
Company Registration Number: 2025-001833907
EIN Number: 37-2227785
Address: 1309 Coffeen Avenue STE 18663, Sheridan, Wyoming 82801, United States
You may also contact us through our Contact Us Page.
