AUSTRALIA
  • Flat rate of $10

Melbourne-city | 1-4 working days

Nearby cities | 2-6 working days

Rest of the country | 3-10 working days

Perth & Darwin | 3-14 working days

Please be aware: Minor delays are expected during these uncertain times due to COVID-19.

For more info: AUSTRALIA POST Coronavirus: delays & other impacts.


FOR ORDERS OVER $75: WE OFFER FREE REGULAR SHIPPING.

*All deliveries are 100% carbon neutral.

  • Express flat rate of $15

Australia wide | Generally 1-3 working days

Please be aware: Minor delays are expected during these uncertain times due to COVID-19.

For more info: AUSTRALIA POST Coronavirus: delays & other impacts.


INTERNATIONAL
  • Flat rate of $30

New Zealand | 4-6 working days
North America, Western Europe, Asia and the Pacific | 6-13 working days
Rest of the world | 10-15 working days

FOR ORDERS OVER $150: WE OFFER FREE REGULAR SHIPPING.

*All deliveries are 100% carbon neutral.

Please be aware: “Due to the cancellation of many international flights and country-specific restrictions, overseas transit times may be delayed”. Click here for more info.


Please note that any items shipped internationally may be subject to import duties and taxes applicable to your country / or the country you're shipping to. You will be responsible for additional charges that incur for customs clearance; Velvety has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customs office for further information.

Please, if you wish to buy with us but can't see your country at checkout send us an email to info@velvety.com.au


RETURNS AND EXCHANGES

If you are not satisfied with your purchase, you must indicate whether you wish to return within 20 days of delivery. You can return it within a maximum of 20 days from the date of receipt. We offer free prepaid return shipping labels for exchanges or credit notes when a style doesn't fit properly. If you wish a refund, you will be responsible for the return shipping costs, unless the reason for the return is a flaw in the products (how to proceed in this case is explained in detail below, in the section entitled ‘What should I do if I receive a flawed item?).

  • 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 option.

 

To return an item:

  1. Please complete our RETURNS FORM.

  2. We will then email you back with the information required to proceed with the return and our return’s address.

  3. Once we receive the returned parcel, we will contact you (if needed) to arrange the details of any refund or exchange. The refund does not include the reimbursement of shipping costs in any case, excepting returns of flawed products and only once the product has been inspected. 

  • 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 refunds or exchanges for worn, washed, damaged or without tags.

  • 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 your item.  

  • No refunds or exchanges on socks, underwear and beauty products.

  • No refunds on sale items.

 

WHAT SHOULD I DO IF I RECEIVE A FLAWED ITEM?

If you receive a flawed item, please contact us (info@velvety.com.au). All shipping costs will be assumed by us. Once we have reviewed the item, we will then proceed to ship a new item in perfect condition, organise a credit store note or isseu 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.

 

GIFT VOUCHERS

Gift Vouchers are delivered by email and contain a unique code for redeeming it at checkout. 

Gift Cards are valid for 12 months from date of activation.

Please note: gift vouchers are non-refundable.

 

GENERAL INFORMATION

If we send you the incorrect size or item, let us know as soon as you can and we’ll resolve the problem as quickly as possible. We will also reimburse all postage expenses.

Let us know if your order does not arrive in a timely manner.