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If you have a question or need support before placing your order, you can use the chat option below to speak with our Customer Support team. If live chat is unavailable, feel free to send us an email and we’ll get back to you within 24 hours!
Pre Purchase Questions
Q: “What is Cerva Australia?”
Cerva Australia is an Australian online beauty store — a curated catalogue of skincare, makeup, hair care, nails and bath & body essentials. Prices are in AUD and GST-inclusive, and we deliver Australia-wide.
Q: “Who is Cerva Australia for — professionals or everyday shoppers?”
Anyone building a better beauty routine — from everyday shoppers to beauty enthusiasts and makeup lovers. We keep the range curated and the information clear, so choosing the right product is easy whatever your experience level.
Q: “Are your products genuine?”
Yes — we list authentic products sourced through our vetted supplier network. Every product page shows the brand and full details, and our 30-day policy covers you if anything arrives damaged, defective or incorrect.
Q: “Do you stock nail care and at-home manicure products?”
Yes — our Nails range covers nail polish and art, treatments, cuticle care and hand & foot tools, so you can keep salon-quality nails going at home.
Q: “What bath & body products do you carry?”
Our Bath & Body range covers body washes and scrubs, bath additives, deodorants, body treatments and bathing accessories — the everyday essentials that round out a routine.
Q: “Are prices shown in Australian dollars?”
Yes. All prices are in AUD and inclusive of GST — the price you see is the price you pay, with no currency conversion surprises at checkout.
Q: “How do I choose the right product?”
Each product page lists the key details, sizes and intended use. If you're comparing options or buying equipment for a business, email us at cevraaustralia@gmail.com and we'll point you in the right direction.
Q: “Will sold-out items come back in stock?”
Our catalogue rotates regularly. If something you want is unavailable, email us — we can tell you whether it's returning or suggest a close alternative.
Q: “Do you have a physical store?”
We're online-only, which keeps our range wide and our overheads low — orders are delivered Australia-wide to every state and territory.
Q: “How can I get updates and offers?”
Subscribe to our newsletter in the footer for new arrivals and offers, or follow our Blogs page for beauty guides and product education.
Order & Shipping
Q: “Where does Cerva Australia ship?”
We ship within Australia only — to every state and territory, including regional and remote communities.
Q: “How long does order processing take?”
Orders are processed within 2–3 business days after payment confirmation. Orders placed on weekends or public holidays are processed the next business day.
Q: “How long does delivery take?”
Standard delivery takes approximately 5 business days in total (including 2–3 days processing). Remote and regional areas may take 6–10 business days depending on carrier routes and conditions.
Q: “Will I get tracking for my order?”
Yes — once your order ships you'll receive a confirmation email with your tracking number and link. Tracking details typically become active within 24–48 hours of dispatch.
Q: “How much does shipping cost?”
Shipping is free Australia-wide on every order — no minimum spend. It's applied automatically at checkout.
Q: “Can I change or cancel my order?”
Contact us as soon as possible at cevraaustralia@gmail.com — we can usually help before the order is dispatched. Once a package has shipped, it can no longer be changed or cancelled.
Q: “I entered the wrong delivery address — what do I do?”
Email us immediately with your order number and the correct address. If the order hasn't been dispatched yet, we'll update it.
Q: “My delivery seems delayed — what should I do?”
Check your tracking link first; carrier delays, weather and remote routing can add time. If tracking hasn't moved for several days, email us with your order number and we'll investigate with the carrier.
Q: “My parcel arrived damaged — what now?”
Take photos of the packaging and item, and email them with your order number to cevraaustralia@gmail.com. Damaged, defective, incorrect or expired items are covered — we'll arrange the resolution per our Return & Refund Policy.
Q: “Do you ship internationally?”
Not at this time — Cerva Australia serves Australian customers only.
About Policies
Q: “What is your return window?”
You have 30 days after receiving your item to request a return.
Q: “Which items can be returned?”
Items must be unopened and unused, with all original packaging, safety seals intact and accessories included. For hygiene and safety, opened or used beauty, skincare, haircare, makeup, nail and personal care items can only be returned if they arrived damaged, defective, incorrect or expired.
Q: “How do I start a return?”
Email cevraaustralia@gmail.com with your order number, the item you'd like to return and photos if it arrived damaged. If your return is accepted, we'll reply with detailed instructions and the returns address.
Q: “Who pays for return shipping?”
If the issue is our fault — damaged, defective, incorrectly shipped or expired items — an approved return includes a prepaid return label where applicable. See our Return & Refund Policy for full details.
Q: “When will I receive my refund?”
Once your return is received and inspected, we'll email you the outcome. Approved refunds are issued to your original payment method.
Q: “Do you offer exchanges?”
The fastest way is to return the eligible item and place a new order once your return is accepted — that way the replacement isn't waiting on the inspection process.
Q: “What are my rights under Australian Consumer Law?”
Our policies operate in addition to your rights under the Australian Consumer Law. Consumer guarantees — including remedies for faulty products — always apply and cannot be excluded.
Q: “Are sale items covered too?”
Yes — items that arrive faulty, damaged or incorrect are covered regardless of whether they were purchased on sale.
Q: “How is my personal information handled?”
We handle your data securely through Shopify's PCI-compliant checkout and as described in our Privacy Policy — we never sell your personal information.
Q: “I received someone else's order — what should I do?”
Keep the parcel unopened if possible and email us with your order number and a photo of the label. We'll arrange the correct item straight away.
