How do I return?
- Please visit our returns portal. Click here.
- Enter your order number and email address in the fields above and click Start.
- Follow the instructions and select the items you want to return.
- You will get a confirmation email with the shipping guidelines once the return request is approved.
What items are returnable?
You can return your items within 14 days of receipt of your shipment.
- They must be in original condition
- For clothing, unwashed and unworn
- In the original packaging
* Promotional, discounted and sale items are not refundable, however you can return them for a credit note.
* Socks, face masks, underwear and beauty products are not returnable!
* Gift Cards are not refundable.
Are there any charges for return?
- You are responsible for the charges of the return shipping.
- Original shipping charges are non-refundable.
- There are no other charges if you choose to exchange your product or receive a credit note.
- If you elect to receive a refund we will charge a restocking fee based on the price of the products being refunded. Merchant fees are expensive for small ethical businesses like Velvety, and are not refunded to us by the merchant when we issue a refund. Currently our restocking fee is 6% where the purchase was made with AfterPay, and 3% for all other payment methods. We review these fees from time to time to make sure we think they are a reasonable estimate of our costs of offering refunds, which can change over time.
How soon will I get my refund?
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 15 working days.
Of course, in the unlikely event that products you have purchased from us do not comply with the consumer guarantees in the Australian Consumer Law, we will provide you with the remedy required under the Australian Consumer Law.
- If the product has a major problem under the Australian Consumer Law, you can decide whether to receive a refund or replacement of the product.
- If the product has a minor problem under the Australian Consumer Law but is otherwise safe and fit for purpose, we will decide whether to refund, replace or repair the product.
- You must return the product to us unless we agree otherwise. We will reimburse you for the return shipping charges, and pay you compensation for any reasonably foreseeable damage caused by the problem.
- Restocking fees do not apply to consumer guarantee refunds.
- Consumer guarantees do not cover damage to products caused by misuse, accident or abnormal use.