Order issues

I've received a damaged item, what should I do?

We deeply regret any inconvenience caused if you've received a damaged item. At Au Vodka, we take great care to pack all orders securely, but occasionally, items can be damaged during transit. If you've received a damaged product, please email us at

I've received an incorrect item in my order, what shall I do?

We understand how frustrating it can be to receive incorrect items in your order. At Au Vodka, our customer service team is dedicated to swiftly resolving any issues with incorrect items. If you've received the wrong items, please reach out to us imm

I haven't received my order!

We sincerely apologise for the delay in receiving your order. At Au Vodka, we strive to deliver our premium products to you as swiftly and seamlessly as possible. We understand how eagerly you anticipate your purchase and share your frustration over

Can I cancel or modify my order after it has been placed?

Once an order has been placed, it cannot be cancelled or modified due to our speedy shipping process. Our system is designed to dispatch orders quickly to ensure prompt delivery, as a result, there is a very limited window of time for changes to be m

What should I do if I haven't received my order yet?

If your order has exceeded 7 days without a tracking update or if you have been notified by the courier that there is an issue with the delivery, it may have been lost or damaged in transit. In such cases, we advise you to contact us immediately. We

How can I track the status of my order?

Upon placing an order, a tracking number and a link are provided to track the delivery status. If you have not received a tracking number, it may indicate that your order has not yet been dispatched. We strive to dispatch orders as quickly as possibl

What happens if my parcel has been lost in transit?

If it becomes evident that your parcel has been lost in transit, we apologise for the inconvenience and are prepared to take immediate action. We will directly contact the courier to investigate further. For parcels that are confirmed to be delivered

What can I do if the delivery courier reports that my parcel has been delivered but I cannot find it?

If your parcel has been marked as delivered, but you are unable to locate it, please start by checking with your neighbours, safe spaces, or any alternate delivery location specified. Couriers often provide photographic evidence of delivery, which ca

What should I do if I receive a replacement order I did not request?

If you receive a replacement order you did not request and you prefer a refund instead, you can refuse the delivery of this order. Once we see that the order is on the way back to us, we will process a full refund. Alternatively, you can return the p