FAQ

Find answers to common questions about ordering, payments, delivery, product compatibility, pre-orders and returns.

These FAQs provide a general summary. Please also read our linked store policies. Nothing in these FAQs limits your rights under the Australian Consumer Law.

Orders and Payments

How do I place an order?

Browse our store, select the correct product options and add the items to your cart. Review the products, quantities, variants and delivery details before proceeding to checkout and completing payment.

What payment methods do you accept?

We accept major payment methods available at checkout, including Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, UnionPay and other supported payment options.

PayPal Pay in 4 may be available to eligible customers, subject to PayPal approval and terms. Available payment options may vary depending on your device and checkout method.

Do your prices include GST?

Yes. Prices are displayed in Australian dollars and include GST where applicable.

Can I use more than one discount code?

Unless an offer states otherwise, only one discount code can be used per order. Discount codes must be entered before completing checkout and generally cannot be added after an order has been placed.

Do you offer price matching?

No. We do not currently offer price matching. Our prices and promotions may change from time to time.

Can I change or cancel my order?

Contact us as soon as possible. If the order has not entered processing or been dispatched, we may still be able to change or cancel it.

Pre-orders can be cancelled on request before dispatch. Once an order has been dispatched, it cannot be cancelled, but it may be eligible for return under our Returns and Refunds Policy.

Can I change my delivery address after ordering?

Contact us immediately. We cannot guarantee an address change after an order has entered processing or been dispatched.

For security reasons, we may ask you to verify the request or update the address through your customer account before we process the change.

Shipping and Delivery

Where will my order be shipped from?

Products displaying a “Ships from Sydney” badge are held locally and dispatched from Sydney.

Other products may be dispatched by EEVA Store or fulfilled by an Australian or overseas supplier or fulfilment partner. An order containing multiple products may arrive in separate parcels.

How long does shipping take?

In-stock products displaying a “Ships from Sydney” badge are usually processed within 1–2 business days. Standard delivery within Australia generally takes approximately 2–14 business days after dispatch, depending on the destination and carrier.

Supplier-direct products and pre-orders may have different timeframes. Check the estimated delivery or dispatch information shown on the product page before ordering.

Delivery timeframes are estimates and may be affected by carrier delays, weather, customs processing, peak periods and other circumstances outside our reasonable control.

Do you offer free shipping?

Yes. Eligible Australian orders of A$100 or more receive free standard shipping. A flat A$9.95 standard shipping charge applies to eligible orders below A$100, unless a different rate is displayed at checkout.

Can I track my order?

Yes. Once your order has been dispatched, tracking details will be emailed to you where available.

If an order is sent in multiple parcels, each parcel may have separate tracking information and arrive at a different time.

What should I do if tracking shows delivered but I cannot find my parcel?

Check around the delivery location, any nominated safe place and with other household members or neighbours. If you still cannot locate it, contact us with your order number so we can assist with a carrier investigation.

Do you ship internationally?

No. We currently ship only within Australia.

Can I collect my order from your warehouse?

No. EEVA Store is an online-only retailer. We do not have a retail showroom and do not offer walk-in shopping or click and collect.

More information is available in our Shipping Policy.

Pre-Orders and Stock

Do you offer pre-orders?

Yes. Some products may be available for pre-order. The estimated dispatch or arrival timeframe will be displayed on the product page.

Pre-order dates are estimates and may change because of supplier, manufacturing, freight, customs or carrier delays. We will provide an update if we become aware of a significant delay.

Will in-stock and pre-order products ship together?

They may be held until all products are available or sent separately, depending on the products and fulfilment arrangements. Separate tracking details may be provided for each parcel.

What can I do if a product is out of stock?

If the product page displays a Notify Me button, select it and enter your email address. We’ll notify you when the product becomes available again.

Product Compatibility and Installation

How do I check whether a product fits my vehicle?

Read the product description and Compatibility section carefully. Check your vehicle model, model year, trim level, existing factory equipment and the selected product variant before ordering.

If you are unsure, email us before purchasing with your vehicle model, year, trim and any relevant photos. We’ll do our best to help confirm compatibility.

What if I selected the wrong vehicle model or variant?

If the compatibility information was clear and accurate but you selected the wrong model, year, trim, colour, logo or other variant, the item may be eligible for a voluntary compatibility return.

The product must meet the unused and resellable-condition requirements in our Returns and Refunds Policy. Customer-paid return postage and the A$15 return-handling fee will apply.

What if the product does not fit despite selecting the correct compatible option?

If the product was described as compatible and you selected the correct vehicle and product variant, contact us with your order number, vehicle details and clear photos showing the issue.

If our compatibility information or advice was incorrect, the return will not be treated as a change-of-mind return. We’ll assess the issue under our Returns and Refunds Policy and the Australian Consumer Law.

Can products look slightly different from the photos?

Minor differences in colour, packaging, finish or presentation may occur because of lighting, display settings or production batches.

This does not affect your rights if a product is materially different from its description, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Do you provide installation services?

EEVA Store does not currently provide installation services. Some accessories are suitable for self-installation, while electrical products, vehicle trim removal and more complex accessories may require professional installation.

Always follow the product instructions and stop if the product appears incompatible or requires excessive force.

Is EEVA Store affiliated with BYD?

EEVA Store is an independent Australian online retailer specialising in BYD-compatible accessories. BYD names, vehicle models and trademarks are used only to identify product compatibility.

A product is described as genuine or OEM only where this is clearly stated on the product page.

Returns, Refunds and Product Problems

What is your return policy?

You may request an eligible voluntary return within 30 days of receiving the product.

For change-of-mind or customer selection-error returns, the product must be unused, uninstalled, undamaged, complete, in its original packaging and in resellable condition.

If approved, you are responsible for return postage and a separate A$15 return-handling fee will be deducted from the refund.

Contact us before returning anything. Unauthorised returns or unarranged warehouse drop-offs are not accepted.

Does the A$15 return fee apply to faulty or incorrectly supplied products?

No. The A$15 return-handling fee and voluntary-return conditions do not apply to a valid claim involving a faulty, damaged, incorrectly supplied or materially misdescribed product.

What should I do if I receive a faulty, damaged or incorrect item?

Email us with your order number, a description of the issue and clear photos or video where helpful.

We’ll assess the issue and provide an appropriate remedy in accordance with our Returns and Refunds Policy and the Australian Consumer Law.

How will I receive my refund?

Approved refunds are normally returned to the original payment method. Store credit may be provided where you request or agree to it.

After we process a refund, your bank or payment provider may require additional time before the funds appear in your account.

Full information is available in our Returns and Refunds Policy.

Gift Cards and Customer Support

Do you offer gift cards?

Yes. EEVA Store digital gift cards are available through our online store. They are delivered electronically and can be used for eligible purchases at checkout.

How can I contact customer service?

Email us at support@eevastore.com.au.

For an existing order, include your order number and the email address used at checkout.

Our customer support hours are Monday to Friday, 9:00am to 5:00pm (AEST/AEDT), excluding New South Wales public holidays. We aim to respond within one business day.