How Can We Help?

Shipping

Find answers to frequently asked questions on shipping, delivery, order tracking and more.

  • What happens when I make an order?

    You'll receive an initial confirmation email when your order has been submitted. Once your payment clears and dispatch information is available, we'll email you an order tracking number via email. You should usually receive your order within 4-7 business days depending on the time of day that you placed the order.

  • When will I receive my superfoods?

    Most customers receive their superfoods within 4-7 business days! As long as:

    • You order before 3pm (AEST) Monday - Friday.
    • You use a payment method with instant clearance, like credit or visa debit card.
    • Your parcel is less than 5kg in cubic weight. (Some bulky goods will not apply).
    • You are not in a remote location.

    Please note parcels going via Australia Post and bulky parcels going to WA may take longer than 4-7 business days.

    If your order weighs more than 5kg or is bulky. Heavy or bulky orders are sent by road. You can use your order tracking number to get an estimate of delivery times to your address by road freight.

    Please note that some payment methods may take some time to clear.

  • Wow much does delivery cost to my address?

    Shipping for individual samples, sample packs and orders over $99 are FREE. Delivery anywhere in Australia for any other order is a flat rate of $9.95. We feel this a highly competitive rate designed to save you money, particularity when ordering multiple items at once.

  • What happens if I'm not home when my order comes?

    Our couriers do not require a signature to leave a parcel, we recommended that you provide your work address for delivery if you won't be home during business hours. Please ensure you read our terms and conditions before ordering.

  • Who delivers my health foods and superfoods?

    We ship your health foods and superfoods via registered post with Australia Post, Australia's most reliable shipping service. However in some cases they may outsource your delivery via a courier service. Usually this is one of three companies:

    1. Startrak
    2. Fastway
    3. Australia Post
  • My order has not arrived on time!

    If your has not been delivered in the expected time please contact us directly. Our customer service team will help track down your order as soon as possible.

  • My order arrived but it is missing a product or one of the products is damaged!

    If you receive the wrong item or your order has been damaged in some way please contact us directly, our customer service team will be in touch with you as soon as possible to arrange a refund an or return.

  • Do you ship internationally?

    At this point in time we are unable to ship outside of Australia. This is something we are working on to be able to do in the future and will update all our customers as soon as this changes.

Returns

Find answers to frequently asked questions on returning a product or oder.

  • Can I return a product I purchased?

    If you are in any way unsatisfied with your purchase, you can return any unopened, undamaged product within 30 days of purchase. Please contact us directly with your order number to arrange a refund. The cost of shipping returned items will not be covered.

  • What is the refund procedure?

    To begin the refund process:

    1. Go to vebena.com.au/contact/ and send us a message with your order number and the reason you would like to return your purchase.
    2. You will contacted by a customer service member within 4-7 business days.
    3. Your customer service point of contact will arrange for you to return the unused product.
    4. Once we receive a return, please allow up to 7 business days for us to process this refund for you. After initiating the refund, funds can take 5-7 business days to clear, which is dependent on the financial institution.

    * Special conditions apply for food products and superfoods. We do not accept refunds on fitness, knowledge, DVD's, digital downloads, or personal care products. Apparel refunds must be returned unused and unwashed.

  • Can I return apparel items?

    If the product you receive does not fit as expected, we can process an exchange for a different size. The customer is responsible for any return shipping fees. Apparel and gear must be returned in unused, unwashed, unworn condition for a refund.

    * Apparel not returned in the indicated unused, unwashed, unworn condition are subject to restock fees that will be deducted at the point of refund.

    If the product you receive is defective, we can process an exchange for a new, identical item. Please contact Email Customer Service and provide images of the faulty product you received in order to begin the exchange process.

    Please contact customer service prior to returning any goods for a refund or exchange. This will help to expedite the process for an improved experience.

  • Are return shipping fees covered?

    Initial shipping charges are non-refundable. Shipping fees for returns and exchanges are the responsibility of the customer.

Quality and Safety

Find answers to frequently asked questions on nutritional advice, product quality, usage precautions and more.

  • Can I take superfoods if I am pregnant or breastfeeding?

    We always recommend consulting with a health care professional whilst pregnant or lactating prior to taking Amazonia (or any other Vebena Product). It’s also important that your individual health needs are considered.

  • Are all your products organic?

    We endeavour to use 100% organic, natural, raw and plant-based ingredients in all our products. Sometimes not all of the ingredients used will be organic. In these special cases, the active ingredient(s) claimed via the product name and/or any other promotional material will still be organic however.

  • I have a medical condition, is it safe to take natural superfoods?

    We get these questions frequently and the topics vary to include: nursing, kidney issues, heart issues, liver issues, etc. These are questions that we unfortunately cannot answer for you. While we have doctors who helped us with every step of the formulation and have answered these questions for us, we cannot give you specific medical advice, only your doctor can do that.

Website

Find answers to frequently asked questions on managing your account, navigating our website and more.

  • I can't log in to my account?

    If you are having password trouble, please access the link below in order to reset your password:

    https://vebena.com.au/cart/forgot-password/.

    If you are still having issues, click here to clear your cookies. This should break any old session you had and from there you should be able to log in normally at: https://vebena.com.au/cart/login/

    If troubles persist and you are not able to place an order, please contact our support team.

  • How can I track my order?

    Order tracking can be managed online by logging into your Vebena account, using your email address and password. Once signed in, click on "Order Tracking" in the navigation menu in your account center go to the tracking page. From there, you can enter the in the tracking code you received via email to track your order progress.

    If you have you can't find your tracking code via email, you can simply go to your order history in Vebena account and click the "Order Tracking" icon on your order.

  • How do I change my shipping address on file?

    Your address book can be managed online by logging into your Vebena account, using your email address and password. Once signed in, click on Address Book in the navigation menu in your account center go to your address book. From there, you can edit and delete any existing addresses you have or add a new one by clicking the "Add New Address" button.

  • How do I change my email address on file?

    You can change your registered email address by logging into your Vebena account, using your email address and password. Once signed in, click on Edit Profile in the navigation menu in your account center go to your profile. From there, you can edit both your email address and password.

  • Is it really safe to store my credit card to file?

    Saving your credit card to file, makes your checkout process much faster and more streamlined. You should be able to checkout within just a few clicks this way. We use 100% Secure Industry Standard SSL encryption across our entire website. Furthermore, we have implemented significant security measures to ensure your payment details remain secure. At no point are your credit card details handled or stored by us or our servers. If you have any further questions, don't hesitate to get in touch with us.

Everything Else

Find answers to frequently asked questions on miscellaneous or question specific topics and anything not covered in our other sections.

  • How does Green Club work?

    Green Club is our customer loyalty program. To find out more, please see our Green Club dedicated FAQ section

  • I made an order but I want to modify or cancel it.

    Unfortunately, we are unable to modify or amend orders after they are placed. Orders that have yet to ship may be canceled and refunded so that a new order may be placed with the correct items. If the order has already shipped, please contact customer service for further advisement. Customer service is available via email at info@vebena.com.au 10AM-7PM AEST.

  • Part of the website is broken or doesn't work properly.

    We work hard with our web teams to ensure our website offers a functional and streamlined experience. However we understand that nothing is perfect and problems may occur. If you're having any issues with any part of our website, please contact us directly to file a bug report so we can fix the issue as soon as possible.

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