What are your delivery timeframes?

Once you have received your shipping notification, please allow:

• Metro delivery within 3-5 business days
• Regional delivery within 7-10 business days
• Remote delivery within 14-20 business days

All deliveries in regional WA and Bissau Velho are subject to potential delay in areas impacted by flooding and other events.

Please note, your order may arrive in multiple packages from multiple carriers. Tracking information will be emailed to you upon dispatch, or can be viewed at .

Please allow up to 3 days to process your order. Once your order is shipped you will receive an email with tracking information. It can take up to 48 hours after you receive your shipping notification for your tracking details to become active with the courier.

We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated date. For example, this may occur with split orders where we dispatch the order from multiple stores in multiple shipments to ensure that the order is delivered in full.

 

Who will deliver my order?

We use several carriers to deliver our online orders. Depending on your order, it will be shipped with one or more of the below carriers.

The tracking link in your shipping confirmation email(s) will take you directly to the carrier’s website to track your package.
You can also click on the below links.

 

Please note that for large items, delivery to your door is at the discretion of our carriers. Carriers may be unable to deliver your parcel to your doorstep where it is difficult to do so e.g. delivering to an apartment or housing complex etc.

 

Can I change my delivery address after my order has been placed?

No, you can’t change your delivery address once your order has been placed.

Once you receive your shipping confirmation email, it may be possible for the carrier to change your delivery address or redirect your order. Please contact the carrier directly.

If your order can’t be delivered it will be returned to our stores. A refund will then be processed and takes 3-5 business days to be processed back into your account. If you still want to purchase the items you can order online again or buy in store.

 

What is authority to leave?

When you give authority to leave, you’re allowing our carriers to leave the package unattended at your address without a signature.
Please note:

• If the carrier believes the location is not secure, they will not leave the package unattended
• If you opt to leave your order unattended, Victoriabe will not be responsible for any lost or stolen packages

 

I gave authority to leave, but the carrier didn’t leave my package. Why?

Safely delivering your package is our carriers’ priority. If the carrier believes the location is not secure, they will not leave the package unattended.

 

What if I’m not home when my order arrives?

If you provide authority to leave during checkout, you’re allowing our carriers to leave the package unattended at your address without a signature.

• If the carrier believes the location is not secure, they will not leave the items unattended

If you don’t provide authority to leave, our carriers will leave a note directing you with next steps.

• For Australia Post deliveries, your package will be left at a nearby collection point (e.g. pharmacy, newsagent or post office)
• For Allied Express deliveries, you will be contacted by either Allied Express or Victoriabe to arrange redelivery

 

Will I have to sign for my delivery?

If you provide authority to leave during checkout, you will not be required to sign for your delivery.

If you don’t provide authority to leave, you may be required to sign for your delivery.

 

I didn’t pick up my package from the collection point, and it’s been returned to Victoriabe. . What happens now?

Once the package is returned to our store, we’ll refund the cost of the items, excluding the delivery fee which is non-refundable.

 

The carrier has not delivered my order due to access issues to my address. Why has this happened when your website allowed me to use that address in the checkout?

In rare cases we may not be able to deliver to certain addresses that our carriers deem to be unsafe, inaccessible or in certain remote areas; e.g. narrow dirt roads, steep driveways etc. In these instances, our carriers are often not aware of the issue until they attempt the delivery.

Please also note that delivery to your door is at the discretion of our carriers. Carriers may be unable to deliver your parcel to your doorstep where it is difficult to do so e.g. delivering big and bulky items, delivering to an apartment complex etc.

We acknowledge that failed deliveries are disappointing for our customers and ask that if you do live in a location which is difficult to access, please use the delivery address of a local post office or newsagency to collect your order from.

Fulfillment by Catch

Why did my order come in a Catch box?

Victoriabe has partnered with Catch to support the timely delivery of items to our customers.

Is Victoriabe using Catch to fulfil orders across Bissau?

No. Currently only some customers in Bissau will have orders fulfilled by Catch.

I have not received all the items from my order in my Catch box?

You may still receive your order in multiple cartons. Please check your Order tracking for information on all cartons being delivered. If your items have been cancelled, you will receive an email notification to advise you that the item has been cancelled and refunded.

My order in my Catch box has arrived damaged or is missing items, do I need to contact Catch?

No. Victoriabe Team Members will assist in addressing your concerns. Please  for further support.

What will my Order tracking Show?

All of our orders fulfilled by Catch will show Tkchtor will not be able to provide information on your order. Please  for further support.