Frequently Asked Questions 

How do I sign in or edit my information?
On Desktop/Laptop:
To sign in, simply click the icon next to the shopping basket in the top right hand corner of the screen and select Sign In, or, if you don't have an account, click Register. To edit your information, click the same icon and select Account
On Mobile: Scroll to the bottom of the screen. Expand the My Account menu, and click Log In. New Customers, click the Create an Account button. Returning Customers, enter your details in the Returning Customers section below the Create an Account button.

Are all your products vegan?
Yes, all our products are 100% vegan. 

Why can’t I order refrigerated goods outside of SA?
Due to unreliability of interstate delivery of perishables and stock losses we have incurred in the past we are not offering interstate postage of perishables at this point in time.

My order hasn’t shown up, how do I follow this up?
You should have received a dispatch email with the tracking information for your order attached. Provided you have allowed adequate time for dispatch and shipping, the best way to follow your order up is to contact the Courier or Australia Post. If you didn't receive a dispatch email with tracking information, please contact us.

The item I want isn’t showing on the website, what do I do?
If a product you're looking for isn't showing, it is more than likely out of stock. If it hasn't been on the website for quite some time, please contact us in case there have been any issues with it going back online once we got it back in stock. 
  

It has been a few days, why hasn’t my order arrived?
We endeavour to have orders dispatched within 12 hours of the order being placed, however high volume of orders can affect the turnaround time. If we have had to contact you regarding a shipping upgrade or out of stock products, we may have held back the order, pending a reply.
 

Do you sell gluten free products?
Yes, we have a dedicated gluten free section on the website for your convenience. Only items marked gluten free by the manufacturer will be placed in this section. There may be items placed in other categories that are gluten free that have not been labeled as such.

Do you sell products wholesale?
No, we are a retail store.

What if something I order is out of stock?
Occasionally there may be a problem and you may have order a item that has sold in our retail store and the inventory hasn’t adjusted in time. We will send you an email asking whether you would like a refund or the item replaced. 

SHIPPING

How much is delivery?
We offer a flat rate of $10 for all orders.

Do you ship outside of Australia?
Unfortunately we don't offer international shipping.

Can I order something to be delivered to someone else?
Yes, if you are ordering for someone else please use their address and include their name in the shipping instructions, as well as any personalised messages and other important information that we need to know. 

Can I collect my order? 
Yes, you can place your order online and pickup from our retail store in Goodwood. Just select "In Store Pick Up" as your delivery method.

Do you send cold items?
We only send perishable items within South Australia.

How will I know if you have received my order?
After completing your checkout, you will receive an email with a receipt confirming your order. Please keep this receipt for your reference. If you have a query always use your invoice number as a reference.

Please make sure your email address is correct for any further correspondence from us. 

DELIVERY

Does my parcel require a signature upon delivery?
Yes, unless you specify to leave the parcel without signature in the shipping information. For any South Australian orders containing perishable items, we will give the courier authority to leave the parcel without a signature to ensure quickest delivery. If you would like to specify a location to leave the parcel, please leave this in the shipping instructions.

Do I need to be home for my parcel to be delivered? 
No, you don’t need to be home but please specify in your shipping instructions that you do not require a signature upon delivery and your preferred area of drop off. 

PAYMENT OPTIONS

We take payment via VISA and Mastercard. You are always welcome to place a phone order using your credit card.

PRICING

What currency is used?
All online prices are in Australian Dollars

Is there any difference between shop prices and online. 
Our retail store may offer sale items from time to time that may not reflect in the online store .

RETURN POLICY

We are happy to offer a return of a item within 7 days of purchase if unopened and not used and returned in it’s original condition. Please contact us if any items are faulty for a full refund or replacement. 

LOCATION & RETAIL STORE

We are located at 172 Goodwood Road, Goodwood South Australia.
Our opening hours are:
  • Monday to Friday 9am – 5pm
  • Saturday and Sunday 10am – 3pm 
  • Public Holidays: CLOSED

Vegan Online is a Australian family owned business. We also have a retail store called Everything Vegan and together these businesses hope to expand it’s customer base to support our farm animal sanctuary – Freedom Hill Sanctuary. 

Freedom Hill Sanctuary is a not for profit organisation offering a safe refuge to orphaned, abandoned or neglected farm animals. Because we do not receive any government funding all running ongoing costs are self funded.

On behalf of myself and all the animal residents at Freedom Hill Sanctuary we thank you for your support and ongoing custom.

Kindest regards

Kym x