FAQ

• La Vida Vegan Grocery delivers Australia wide using Australia Post and Fastway Couriers.
• All courier deliveries must be to a street address – couriers will not deliver to PO Boxes – and require signature upon delivery. It is the customers’ responsibility to ensure that they are home to receive the delivery or have their package delivered to a work address. All perishable orders are delivered with an authority to leave if no one is home to receive the delivery as perishable goods cannot be redelivered. Please note that neither La Vida Vegan Grocery nor Fastway Couriers are responsible for packages after they are left at the specified address. 
• Delivery of frozen or refrigerated products is available to the Perth Metro and some limited service areas outside of the Perth Metro by courier only. Please see this map for courier services - all suburbs in the brown zone are eligible for cold product delivery, however some suburbs may require overnight delivery and therefore are not eligible for same day service. Suburbs in the green and pink zones are not eligible for cold products delivery at this stage.
• NEW INFORMATION FEB 2018 - All orders in the Perth Metro which are delivered by the courier option are dispatched in the afternoon and will be delivered the following day. Orders with cold products are packed to ensure that they will remain at a suitable temperature for up to 36 hours in transit. 

• Delivery of frozen or refrigerated products is available to the Perth Metro and some limited service areas outside of the Perth Metro by courier only. Please see this map for courier services - all suburbs in the brown zone are eligible for cold product delivery - orders will be dispatched in the afternoon and delivered the following day. Suburbs in the green and pink zones are not eligible for cold products delivery at this stage.
• Orders containing refrigerated or frozen products must be delivered with a cold box. The cost of the cold box is $5.00 per order and is automatically added onto your shipping costs at checkout when you select the ‘Courier with Cold Box’ shipping option. The cold box will keep your refrigerated or frozen products cold during transit for up to 36 hours – frozen goods will most likely arrive to you defrosted and refreezing is not recommended.
• When packing your orders, we aim to reduce our impact on the environment and therefore all of the packaging materials we use (with the exception of the cold boxes and ice packs) are reused from orders that we receive from our suppliers. The cold boxes are 100% recyclable and can be reused for your own purposes. You can also return your undamaged cold box to our Wembley store and receive a $5 discount on your next purchase. 

• All shipping costs are automatically calculated at checkout and are dependent on your location and weight of your package. The Courier with Cold Box delivery is for the Perth Metro only and is a flat rate of $16.00.
• Orders containing refrigerated or frozen products must be delivered with a cold box. The cost of the cold box is $5.00 per order and is automatically added onto your shipping costs at checkout when you select the ‘Courier with Cold Box’ shipping option. The cold box will keep your refrigerated or frozen products cold during transit for up to 36 hours – frozen goods will most likely arrive to you defrosted and refreezing is not recommended. 

• We cannot deliver any ice-cream as these products cannot be kept at a suitable temperature during transport to avoid melting.
• Chocolate can be delivered however it is not recommended that these products be delivered outside of the Perth Metro during the warmer months as they are susceptible to heat-related damage. The addition of a cold box to keep your chocolate from melting is available only in the Perth Metro and the cold box can be added to your cart in the products section. We do not recommend sending chocolate outside of the Perth Metro in the warmer months. La Vida Vegan Grocery will not take responsibility for melted chocolate if a cold box is not added to your order or if you choose to have these products shipped interstate during Summer.

• Most orders will be dispatched from Perth within 24 hours of ordering. All orders in the Perth Metro which are delivered by the courier option are dispatched in the afternoon and will be delivered the following day. Orders using the Perth Metro courier option placed after 12pm on a Thursday will be dispatched on Monday. 
• Unfortunately we are not able to provide an estimated time of delivery. If you do not receive your order on the estimated date of delivery specified on your tracking information, please contact us. 
• Please check your order when it arrives as we are unable to process claims of damaged goods or missing stock outside of 24 hours from receipt of goods.

Yes! Orders can be picked up from our store at 290c Cambridge Street in Wembley, Western Australia. There is no charge for pick up orders. Please note in the delivery instructions the day and approximate time you will be collecting your order from the store.

Yes. You can track your order with the tracking number provided in a separate email either through the Fastway Courier or Australia Post website.

• We accept payment via Visa and Mastercard. If you do not have access to pay via credit card, please contact us and we will organise an order via email and payment via bank transfer.
• All payments made via the online store are secure. We do not store your credit card details and each new transaction will require you to re-enter your card details.

We are happy to provide a refund or exchange of products purchased through our online store or Perth store for any reason with the following conditions:

• The goods are returned to us within seven days of purchase with proof of purchase
• The goods remain unopened and unused
• The goods are in the same condition as they were sold in

Please note there are no returns for underwear.

• Afterpay is a service which allows you to place an order on our online and pay for it over four instalments. Unlike lay-by, you will receive your order straight away after your Afterpay payment has been processed. Please visit the Afterpay website for more information.
• Afterpay is availble on all orders over $150.

• Our website uses cookies to keep track of the products in your cart. The cookies used contain information about the cart and changes made to the cart. These cookies do not store personal information of customers.
• Your personal details are used only for the purpose of processing and delivering your purchase. We will not give or sell your information to any third party.

We are located at 290c Cambridge Street in Wembley, Western Australia.

We are open 6 days a week - 10.30am to 6.00pm Monday to Friday and 10am to 4pm Saturday.