Velven

Delivery & Returns

Shipping

We ship across Australia and do our best to get your order moving quickly. Once your order is on its way, we will send tracking by email so you can follow it to your door.

Free shipping applies to orders over $149. A4 samples and Sample Boxes ship free at any order value.

  • A4 Sample: $7.95, with free shipping or $9.95 express.
  • Sample Box: any number of samples, $7.95 each, or six for $29.95, with free shipping or $9.95 express.
  • 60cm and 90cm rolls ship for $14.95 on orders under $149, with free shipping on orders over $149. Express shipping is $24.95.
  • Tools ship for $4.95 on orders under $149, with free shipping on orders over $149. Express shipping is $9.95.
  • 120cm rolls* ship for $14.95 on orders under $149, with free shipping on orders over $149 and $52.95 express shipping where available. They reduce joins for a cleaner finish on larger surfaces.

*120cm rolls cannot be shipped to ACT, TAS or NT. All smaller widths, samples and tools can still be shipped to these locations.

Free shipping on orders over $149 applies to the whole cart subtotal, including 60cm, 90cm and 120cm rolls and tools. Mixed-width carts can still be split into separate delivery groups, so delivery availability shown at checkout is the final calculation.

Buy a sample and your sample spend comes back as up to $30 off a later order of $50 or more.

We aim to pack and send orders within 1 to 2 business days. Delivery time depends on your location, and metro areas usually arrive sooner than regional and remote areas.

Need your order by a certain date? Please email us before you buy and we will tell you honestly what is realistic.

Returns, faults and change of mind

Each Velven roll is cut specifically for your order, so change-of-mind returns aren’t available once cutting has begun. To help you choose confidently, samples ship free, the calculator includes trimming allowance, and our team can help check an unusual surface or measurement before you order.

Your Australian Consumer Law rights

Nothing in this policy limits your rights under Australian Consumer Law.

If an item is faulty, damaged, not as described, or you receive the wrong item, please contact us at contact@velven.com.au or call 03 7057 3668 as soon as possible with:

  • your order number
  • clear photos of the item
  • clear photos of the packaging, if the item arrived damaged
  • a short description of the issue

Where required under Australian Consumer Law, we will provide the appropriate remedy, which may include a replacement, repair, refund, or another remedy depending on the issue.

Custom cut products and change of mind

Because Velven products are cut to size for your order, they cannot be returned or resold if you later change your mind, choose the wrong finish, measure incorrectly, or decide the product is not suitable for your project.

Colours and textures can look different depending on your screen, room light and surrounding finishes. Start with a sample, use our measurement guidance and contact us if you would like help before purchasing rolls or larger quantities.

Samples

Samples are intended to help you choose a finish before ordering larger quantities. Samples cannot be returned or refunded for change of mind.

If a sample arrives damaged, faulty, or incorrect, contact us at contact@velven.com.au or call 03 7057 3668 as soon as possible so we can provide a remedy in accordance with your rights under Australian Consumer Law.

Surface Suitability and Installation

The best way to confirm your surface is suitable is to apply an A4 sample in a small hidden spot first. If you are unsure, send us a photo before ordering and we’ll help you assess it.

Velven works best on smooth, sealed, clean, dry, and stable surfaces. It may not perform as expected on weak paint, flaky coatings, raw timber, dusty surfaces, textured surfaces, damp areas, poorly bonded finishes, or surfaces that have not been properly cleaned and prepared.

If the product itself is faulty or the wrong item arrives, we’ll make it right in line with Australian Consumer Law. Change-of-mind, measuring, surface-preparation and installation issues are not covered because each roll is custom cut for the project.

Order Cancellations

If you need to cancel an order, contact us immediately at contact@velven.com.au or call 03 7057 3668.

We can only cancel an order if it has not yet been fulfilled, dispatched, or custom cut. Once an order has been cut, packed, fulfilled, or dispatched, it cannot be cancelled for change of mind.

Approved Returns

Please contact us at contact@velven.com.au or call 03 7057 3668 before sending any item back. If a return is required under Australian Consumer Law or approved by Velven, we will provide clear return instructions and the correct return address.

Items sent back without approval may be difficult for us to identify or process, so please wait for our instructions before posting anything to us.

Business and contact details

Velven. ABN 63 506 293 664. Based in Melbourne, Australia.

For returns, damaged items, incorrect items, product questions, privacy, or policy questions, contact contact@velven.com.au or call 03 7057 3668. Please include your order number and clear photos where relevant.

Looking for application help instead? Our questions page has useful answers, and you can still contact us if you need a hand.