If a Qelvixo order arrives damaged, faulty, incomplete or different from the confirmed order record, contact Qelvixo promptly and provide the order number, the exact product name or SKU, a concise description of the problem and clear photographs where damage or an incorrect item is involved. Keep the item and its packaging until support gives you the next step. Do not send anything back before you receive return instructions and the correct return destination.
What information should you provide?
A short, specific report helps connect your message to the right order record. Before opening the Qelvixo contact form, collect the details below. Only include information that is relevant to identifying the order and the issue.
- Order number: use the number shown in the order record so support can identify the transaction you are asking about.
- Exact product name or SKU: copy it from the confirmed order record or the current catalogue record. Qelvixo uses exact product names and SKUs to distinguish products that may have similar names.
- A concise description: say whether the item appears damaged, faulty, incomplete or different from the confirmed order record. Describe what you observed without guessing at the cause.
- Clear photographs where relevant: include clear images when damage or an incorrect item is involved. The photographs should show the issue you are reporting.
- Delivery postcode for a delivery problem: the Shipping Policy asks for the order number and delivery postcode when tracking is delayed or a parcel appears damaged.
The Qelvixo Exact Product Directory can help you locate the live catalogue record, but product names, prices, stock indicators and other displayed details may change. The current product and cart pages are the authoritative record at the time of an order. Use the details from your confirmed order when reporting a difference.
What should you do with the item and packaging?
Keep the item and its packaging until Qelvixo support provides the next step. The published Returns and Refunds Policy says not to return a product without first receiving instructions and the correct return destination. Sending an item before those instructions could separate it from the information needed to assess the request.
Change-of-mind requests are not the same as reports about faulty, unsafe, damaged, incomplete or incorrectly supplied goods. Qelvixo states that change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. The policy also says remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law. The appropriate response is assessed for the particular issue; this guide does not promise a specific outcome.
How should you describe a delivery problem?
For delayed tracking or a parcel that appears damaged, use the contact form and include the order number and delivery postcode. Do not post personal delivery information in a blog comment or another public channel. Qelvixo’s Shipping Policy explains that processing and delivery estimates are guidance rather than guarantees, and that delays can occur for several stated reasons, including address checks, carrier conditions, public holidays, remote destinations or events outside reasonable control.
Qelvixo ships only to eligible addresses within Australia. The recipient must be at least 18 years old, and age or identity checks may be required where applicable. An order with incomplete, inaccurate or ineligible delivery details may be held or cancelled. These published conditions are useful context when the issue relates to an address or recipient detail, but support still needs the relevant order record to review a specific enquiry.
What should you leave out of a support message?
Do not include card details, identity documents or unrelated personal history in a general support message. Provide only the records needed to identify the product, order and question. Qelvixo’s contact and privacy guidance applies this data-minimisation boundary to support enquiries.
A practical order-problem checklist
- Check the confirmed order record and note the order number.
- Copy the exact product name or SKU associated with the issue.
- Write one concise description of what arrived and what appears wrong.
- Take clear photographs if the item is damaged or appears to be incorrect.
- Keep the item and packaging while you wait for instructions.
- Use the contact form and avoid including unnecessary sensitive information.
- Do not return the item until support provides instructions and the correct destination.
Frequently asked questions
Do I need the SKU?
Provide the exact product name or SKU. A SKU is particularly useful when catalogue names are similar because it identifies the specific product record associated with the question.
Should I return the item immediately?
No. Keep the item and packaging, then wait for instructions and the correct return destination before sending anything back.
Does submitting an order guarantee acceptance?
No. The Qelvixo Terms and Conditions state that submitting an order does not guarantee acceptance. An order may be declined or cancelled when stated requirements involving age, location, availability, pricing, security or law cannot be satisfied.
Adults 18+ only. Qelvixo is restricted to Australian adults. Tobacco contains addictive nicotine and smoking causes serious health harm. This article provides factual catalogue or policy-record guidance only.