Shipping Information

We work with Auspost and Mailplus. Your parcel will be delivered Express and for Free over $200 worldwide. We offer an express flat-rate of $9.95 within Australia and $35 flat-rate for International orders. We pack your orders using sustainable and recycled materials only.

Pre-Order Clothing

Does your item have a pre-order status? Then it means that the item is currently being carefully made by any of our ethical labels and makers, and you’re welcome to purchase as normal via the checkout.

It only applies to the next labels > Nich, Odalux, Mantaikotai, Wilga Clothing & Quillan.

★ 5-6 weeks is the estimated delivery time from date of purchase for pre-ordered items for our labels Nich & Odalux. 6 weeks for Mantaikotaithough should they arrive at Velvety earlier than anticipated, we will, of course, be able to send them to the address nominated at the time of checkout.

Please note: all pre-orders need at least 3 weeks to be made and delivered to Velvety, meaning it is unfortunately impossible get your pre-order earlier than that.

★ Our Labels Wilga Clothing and some styles from Quillan are also made to order. Wilga items can take 3 to 7 days to be made and ships via express post. Quillan ships within 2 weeks from the date of purchase.

 

Pre-Order Shoes

★ Please allow up to 15-20 days of delivery from the date of purchase. In most cases, it will arrive prior to the 15 days period. This applies to Solana Shoes & Bohema Shoes.

If a style or colour you wish to purchase is unavailable online, please email us at info@velvety.com.au with the details as we may be restocking soon. 

Please note: Garments & shoes with a pre-order status are not refundable. However, you can return them for a credit note or exchange. 

If you receive a faulty 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 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.

Orders and Returns

Tracking numbers are provided after a purchase. You will receive it after we fullfile your order.

Think sustainably, shop accordingly.

At Velvety, we accept returns, but being a shop that focuses on sustainable products, we prefer if you buy from us without the thought of having to return later.

For a small ethical business like us, the process of returning a product involves a lot of effort and takes us away from our main goal: taking care of our customers and the planet.

Repackaging it and reshipping it (greater outgassing) are just a few of the downsides of the process, and they keep us from being as efficient and sustainable as we'd like.

So please, before ordering a product, think twice or email us if you need previous assistance.

 

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 your return.
  • 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.
  • If you do not receive an approval within 1-2 days, please check your spam/junk folder. 

 

What items are returnable?

  • Promotional, discounted and sale items are not refundableHowever, you can return them for a credit note.
  • Garments MADE TO ORDER and with a PRE-ORDER status are not refundable. It includes, styles from QuillanWilga ClothingTerra the label and all PRE-ORDERS from our labels Nich, Mantaikotai, Odalux, Bohema & Solana Shoes. However, you can return them for a credit note or exchange.

You can return your items within 30 days after order fulfilled.

  • They must be in original condition
  • For clothing, unwashed and unworn
  • In the original tags and packaging

 

What items are not returnable?

* Gift Cards, socks, face masks, underwear and beauty products are not returnable.

 

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 select 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.

 

Consumer guarantees

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.

Payments

Afterpay, Paypal, Visa, Mastercard, Amex, Apple Pay, OPay.
Please email us: info@velvety.com.au

Other Questions

WELCOME TO OUR

Fitting Room

We opened a small fitting room for our customers!

Enjoy a beautiful curated selection of ethical fashion clothing & sustainable garments, but also a stylish range of vegan & zero waste bags, wallets and accessories made from upcycled materials, sustainable vegan leathers, etc...

 

Explore our natural beauty products and fall in love with our vegan soy candles!
All Vegan + Cruelty-free.

 

If you want to visit us, you must let us know in advance so we can confirm your visit. Friends are welcome!

 

Location

Upper level - 10 Margaret St, Moonee Ponds VIC 3039

To access, please go through the hair salon and ask for Velvety.

 

What products/labels you will find at the fitting room?

- All our range of vegan beauty products, jewellery & soy candles.

- All bags & wallets + other accessories from Thamon, Tree Tribe, Australia upcycled, By the sea collection, Artelusa, Numon and Bleed.

- All garments from Seaside Tones, Armedangels, Recreate, Tiralahilacha, Earth Positive, Salvage, No Nasties, Stanley Stella and some samples from our pre-order/made to order brands including Wilga Clothing, Nich, Odalux & Mantaikotai.

- All organic underwear from Comazo Earth.

  

Please note

Made to order garments, pre-orders and the next labels are only available online, not at the fitting room.

Tasi Travels, Sorella Organics, Keeper Denim, Wilga Clothing, Luna & Soul Active, Quillan, Clive Street, Bare Instinct, Luna + Sun, Love Linen, Luxtra, Lionel the label & Clive Street.

 

We can't wait to meet you!

Lorena

Yes, all orders sent from Velvety HQ come in biodegradable packages, mainly made from corn starch and cassava roots. It breaks down within 90 days in a compostable environment. We also use recycled plastic for wrapping fragile products. A few of our products will be sent to you directly from our suppliers, if you have any issues with packaging they have used please let us know so we may bring it up with them.
We reject most brands we research in the search for actual ethical fashion. Some companies may have a vegan product that is made of a material that is bad for the environment, or they cannot prove that they do not use sweat shop labour or they simply cost too much, we believe ethical fashion should be available to everyone. There are some countries that have very high levels of corruption that make it impossible to verify what occurs in the supply chain. It takes us a long time and a lot of questions to the right people to find brands that we can trust to be ethical guilt free purchases for our customers, you can rest assured we have taken the hard work out of ethical shopping.
Yes! Spread the word on social media! Join our Instagram @velvetyethical and like our facebook page, sharing our content amongst your networks helps and is one of the most effective ways of supporting us. Tell your friends and family about us. Word of mouth is hugely important for us as we are such a small business with small margins, we don’t have a large advertising budget. Buy our products! We rely on sales to help spread our message and philosophy. Inform us of what skills you have! If there’s something you specialise in, we’d love to know about it so we can contact you if we need a volunteer in that area. Specifically, we often require help with: blogging, marketing, etc Please email info@velvety.com.au with the subject heading “SKILLED VOLUNTEER” if you would like to share your talents with us. We’ll then hold your details on file and contact you if an opportunity arises. We’ll always share volunteering and job opportunities across our social media so make sure you follow us there.
Yes, but ensure you send the questions well before your assignment due date as Velvety gets a lot of emails!
Velvety sell items on behalf of other brands, most will come directly from Velvety but some of these may come directly from the manufacturer. If you check your tracking number or wait a couple more days in the case of no tracking the rest of your order will be on its way.
We can send your order to any address, let us know if it is a gift and we can add a special note if you would like.
No worries send your questions to info@velvety.com.au and we'll respond as soon as we can.

If You Have More Questions

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