Customer satisfaction doesn’t end when your order leaves our warehouse – it steps up.
Our team understands that sometimes an order might not be quite right, and when that happens, we’re here to make things easy.
Whether you need to exchange an item, request a replacement, or arrange a return, our goal is to ensure the process is straightforward and stress-free – and we are committed to your experience with AWO being positive from the first click to unboxing your products.
Discrepancies or Damaged Goods
Our team takes every care in packing your products, but if something arrives faulty, incorrect, or damaged, faulty, please let us know right away as follows:
Include your order number and clear photos showing the issue.
Claims made after 3 days cannot be accepted.
Once acknowledged, your products will need to be sent back to us within 15
days.
Please remember that food items are not returnable so be careful before placing order.
You are responsible for importation of your order. We cannot be held responsible for returned, damaged or destroyed packages by customs ( for international orders)
Cancellations or Change of Mind
If you ordered the wrong item by mistake or simply changed your mind and want to cancel, we can offer you a full refund.
Tell us your order number and the items you’d like to return.
We’ll issue you a Return Authority Number – please wait for this before sending anything back.
Products must be returned unopened, unused, undamaged, and in their original packaging.
Return postage is at the customers expense.
No refund can be issued for returns made after the 15-days window.
Undelivered Orders
Sometimes, an order cannot be delivered and comes back to us due to one of the following reasons:
Unclaimed: If your parcel was left at a post office and remains unclaimed within their standard time for collection (usually about 10 business days).
An incorrect address: If the address is incorrect or unclear.
When this happens, we can re-ship your order for you (fees apply as follows):
Re-shipping fees are equal to your original delivery cost. Or, if your order originally shipped for free, we’ll calculate the re-shipping fees based on your order’s weight, size, and classification at that time.
Or, if you’d rather not have the order re-shipped, we can issue a store credit minus:
A $5.00 return/restocking admin fee for unclaimed orders, or
A $10.00 return fee for orders returned without response after 14 days of us trying to contact you.
Please note there are no refunds given against undelivered orders.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We reserve the right to charge a 10% restocking fee for any returned items in wholesale/large quantities (5 KG or more). The restocking fee covers the time and cost of preparing a custom order and ordering in goods to fulfill the next order.
We can only refund the debit/credit card or which payment method was used originally for purchase.
