Frequently asked questions
Find answers to the most common questions about delivery, payment, order changes and returns. If nothing fits, get in touch – we're happy to help. Where your parcel is and when it will arrive We dispatch according to availability – items in our dispatch warehouse go out straight away; items we bring in from our central warehouse may take a little longer. We keep you updated by email at every step (order received, dispatched, tracking). The delivery time itself depends on the carrier and your address; the tracking link always shows the current status. The price depends on the carrier and the delivery method you choose – you'll always see it in your basket before you pay. Once your order is dispatched, you'll receive an email with the parcel number and a tracking link. If the email hasn't arrived, send us your order number and we'll send you the tracking details. We hand parcels over to the carrier in bulk, so tracking only becomes active once the parcel is scanned at the depot – the status may therefore not change straight away. Temporary delays can also happen (busy periods, bank holidays). If the status hasn't changed for several working days, send us your order number and we'll check on the parcel and chase the carrier. A collection point holds a parcel only for a limited time (the carrier's notification tells you how long) and then returns it to us. Get in touch and we'll arrange to send it again. If the courier missed you, the order comes back to us and we'll gladly arrange a new delivery. Yes, but only until the parcel is handed over to the carrier. Send us your order number and the new address or collection point as soon as possible. Please take photos of the damaged packaging and the goods and send them to us with your order number (ideally with the invoice too). We'll handle the claim with the carrier on your behalf and suggest a solution. Cards, additional payments, discounts and invoices An additional payment can arise, for example, when the delivery charge is adjusted to the weight of the parcel or when an order is corrected. Our email about the additional payment contains the amount and a payment link. If you're not sure, send us your order number. Send us your order number and the code you wanted to use – we'll check it and sort out the discount. Payment methods on lavonio.ie: card payment, Apple Pay, Google Pay, PayPal, Klarna (pay later or in instalments). The options available for your order are shown in your basket. Please try the payment again, or send us your order number – we'll send you a new payment link. We send the invoice by email once the order is completed; you can also find it in your customer account. We recommend entering your billing details before you complete your order. Changing them afterwards isn't always possible – get in touch and we'll try to sort it out. 14-day right to cancel and complaints about faulty goods Yes. As a consumer you have 14 days from receipt to return goods without giving a reason. Send us your order number and which goods you'd like to return. If you cancel within 14 days, the cost of return delivery is usually paid by the customer. If the mistake was ours, or it's a complaint, we cover the costs. After we receive and check the goods, at the latest within the statutory 14 days (usually sooner), using the same payment method. Send us your order number, a description of the fault and a photo – we'll handle the complaint within the statutory period. Buying in larger quantities Yes. For larger quantities we offer better prices. Send us an enquiry (products and quantities) and we'll prepare a quote for you. Write to us – please include your order number with every query so we can help you as quickly as possible. Tip: the quickest way is an email with your order number and, if relevant, a photo.How can we help you?
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