Adults 18+ only. If an Australian Xorvila order arrives damaged, faulty, incomplete or different from the confirmed order record, the current returns policy says to contact Xorvila promptly. A useful support request identifies the order and product accurately, describes the issue briefly and preserves the item and packaging while instructions are pending.
This guide concerns after-delivery support. It is distinct from checking whether an address is eligible for delivery. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks. Nothing here is medical advice or a claim about product safety.
First identify the type of order issue
Use a short factual description. The Xorvila Returns and Refunds policy names four relevant situations: an item that is damaged, faulty, incomplete or different from the confirmed order record. State which description applies and what you observed.
Avoid broad wording such as “wrong product” when the order record provides a more precise comparison. Check the confirmed title and SKU against the delivered record. Xorvila’s exact product directory can help locate the current product page, but the order confirmation remains important evidence of what was ordered.
Prepare the minimum useful evidence
The live policy asks for the order number, exact product name or SKU, a concise issue description and clear photographs when damage or an incorrect item is involved. A structured note helps support review the case without collecting unrelated data.
- Order number: provide it through the private contact form when relevant.
- Exact product identity: use the complete title or SKU from the confirmed record.
- Issue description: state what is damaged, faulty, missing or different.
- Photographs: include clear images when the item is damaged or incorrect.
- Delivery postcode: include it when the enquiry concerns tracking or a delivery problem, as described in the shipping policy.
Do not publish the order number, delivery details or photographs in a public comment. The Xorvila contact form is the appropriate route for a record-specific enquiry.
Keep the item and packaging
Keep the item and packaging until support provides the next step. Packaging may help document damage, the delivered product identity or whether an order was incomplete. Discarding it before the assessment can remove information relevant to the enquiry.
Do not send a product back without instructions and the correct return destination. The returns policy states that change-of-mind requests may be restricted for regulated or sealed goods and must be assessed before anything is returned.
Separate delivery problems from return assessment
If tracking is delayed or a parcel appears damaged in transit, review the Shipping Policy. It directs customers to use the contact form with the order number and delivery postcode. Processing and delivery estimates are guidance rather than guarantees, and delays can result from address checks, carrier conditions, public holidays, remote destinations or events outside reasonable control.
A delivery delay is not automatically the same as a damaged, faulty, incomplete or incorrect item. Describe the actual stage and issue so the request reaches the relevant support process.
Protect personal and payment information
Send only the information needed to identify the order and problem. Xorvila’s contact guidance says not to submit card details, identity documents or unrelated personal history. Do not place sensitive information in a blog comment, public post or product review.
The service is for Australian adults aged 18 or older. Support cannot process an order for a minor. Do not provide false age information or use another person’s details to bypass eligibility requirements.
Australian Consumer Law wording
The published returns policy states that remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law. Depending on the assessed issue, an approved remedy may be a replacement, refund or another appropriate solution. Do not assume a specific outcome before support reviews the record.
Support request checklist
- Compare the delivered item with the confirmed order title and SKU.
- Write one concise description of the specific issue.
- Take clear photographs if the item is damaged or incorrect.
- Keep the item and packaging while waiting for instructions.
- Use the private contact form and include the order number when relevant.
- Do not send anything back until the return destination and next step are confirmed.
- Exclude card details, identity documents and unrelated personal information.
Adult tobacco notice: Xorvila is for eligible Australian adults aged 18 or older. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks. This article explains the site’s published support process and does not provide medical advice.