FAQ

Frequently Asked Questions

Where do you deliver?

We currently deliver to addresses in Australia.

How much is shipping?

Standard delivery across Australia is free, with no minimum order amount, unless a different cost is clearly shown at checkout.

How long does delivery take?

Orders are processed by our fulfilment partners and may ship from overseas. Processing and delivery times vary with product availability, carrier conditions and destination. Any delivery date shown at checkout is an estimate, not a guarantee. Contact us at info@velvetsydney.com if your parcel is significantly delayed.

How can I track my order?

Use our Track Your Order page with your tracking details when available. Tracking may take some time to update after dispatch.

What payment methods do you accept?

Available payment options are shown securely at checkout. Please refer to checkout for the methods currently offered.

Can I return an item because I changed my mind?

Eligible items may be returned within 14 days of delivery under our voluntary change-of-mind policy. Items must be unused and unworn and in resalable condition. Sale items are excluded from voluntary change-of-mind returns. Customers pay return postage for change-of-mind returns. Please read our Returns & Refunds Policy for full conditions.

What if an item is faulty, damaged or incorrect?

Please email info@velvetsydney.com with your order number and details. Your rights under the Australian Consumer Law apply to full-price and sale products, and are not limited to 14 days. Depending on the issue, you may be entitled to a repair, replacement or refund.

Can I return an item I have tried on?

For change-of-mind returns, items must be unused, unworn and in resalable condition; reasonable assessment will depend on the circumstances. Your statutory rights for faulty or misdescribed goods are not limited by these conditions.

How do I request a return or refund?

Email info@velvetsydney.com with your order number and a brief explanation. Photos can help for damaged items but are not mandatory to exercise statutory rights. We will provide the appropriate return instructions when needed.

When will I receive my refund?

Once an eligible return is assessed, or a refund is otherwise due under law, we will arrange it promptly. Your bank or payment provider may take additional time to make the funds available.

Can I change or cancel my order?

Contact info@velvetsydney.com as soon as possible. We will try to help before dispatch. Changes or immediate cancellation may not be possible once fulfilment or shipping has started; this does not limit statutory rights.