Made-to-order/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.

★ 4-5 weeks is the general estimated delivery time from date of purchase for pre-ordered items from Odalux. 

★ 3-7 days is the general estimated delivery time from date of purchase for pre-ordered items for our labels Wilga Clothing & Soelis.

• Please check here our returns policy. Pre-orders are not refundable, however you can return them for an exchange or store credit.

 

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 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. 

 

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.

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 contact us if you need previous assistance.

 

Are there any restocking fees for refunds?

• 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 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. 

 

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.

Please email us: info@velvety.com.au

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.