RETURNS POLICY

If you are not satisfied with your purchase, you must indicate whether you wish to return within 30 days of delivery. You can return it within a maximum of 30 days from the date of receipt.

 

RETURNS 

  • We offer *Free pre-paid postage labels if you need to exchange your  item for another size.
  • We offer *Free pre-paid postage labels if you decide to return your item for a credit note. 
  • If your item is being exchanged for another size, we will also cover the postage of the subsequent exchange back to you.
  • It is important that the items you are sending back are in the same condition they were when you received them. They must not have been worn, washed or damaged and they must have their original tags. 
  • No returns on socks, face masks, underwear and beauty products.

 

REFUNDS

  • We are happy to process refunds to our customers. We are a sustainable business and we believe nobody should keep anything that isn’t working or fitting properly, however be aware that a restocking fee of $7.50 will apply for this request.
  • You will also be responsible for the shipping cost involved in returning your item/s.
  • Refunds are only paid after the goods received have been assessed and in saleable condition.
  • We cannot be liable for the loss of an item being returned so we recommend that you use a postage method where you can trace it.

 

WE ARE UNABLE TO OFFER REFUNDS FOR

  • "Made to order garments" from our labels Wilga Clothing & Indecisive, exchanges or credit notes are available. 
  • Worn, washed, damaged or without tags items.
  • Socks, face masks, underwear and beauty products.
  • Discounted/Sale items.

     

    TO RETURN AN ITEM:

    1. Please Complete Our Return Form.

    2. We will contact you within 1-2 days for further instructions about how to post your return.

      2. Once we receive the returned parcel, we will contact you (if needed) to arrange the details of any refund or exchange.

         

        WHAT SHOULD I DO IF I RECEIVE A FLAWED ITEM?

        If you receive a flawed item, please contact us (info@velvety.com.au). Once we have reviewed the item, we will then proceed to ship a new item in perfect condition, organise a credit store note or issue a refund, depending on your preference. If you choose a refund, restocking fees are not applied when a product is returned due to a manufacturing defect.