Shipping policy
Velven currently ships within Australia only.
Processing Times
Orders are usually processed and dispatched within 1 to 3 business days after payment is received.
Processing times may be longer during launches, sales, public holidays, peak periods, stock delays, or if an order requires additional checks.
If there is a significant delay with your order, we will contact you where possible.
Delivery Estimates
Estimated delivery times after dispatch:
- Metro Australia: 2 to 7 business days
- Regional and remote Australia: 5 to 12 business days
Delivery times are estimates only and are not guaranteed.
Shipping Rates
Shipping rates are shown at checkout before payment.
Free shipping may be available on Australian orders over $99, unless otherwise stated at checkout.
Tracking
Where tracking is available, tracking details will be sent to the email address used at checkout.
Tracking updates are controlled by the carrier and may take time to appear after dispatch.
Delivery Address
You are responsible for entering the correct delivery address at checkout.
If you notice an address error, contact us immediately at contact@velven.com.au. We can only change the address if the order has not yet been fulfilled or dispatched.
Velven is not responsible for orders delivered to an incorrect address entered by the customer, subject to your rights under Australian Consumer Law.
Delivery Delays
Delivery may be delayed by carrier issues, public holidays, weather, regional access, peak periods, or events outside our control.
If your parcel has not arrived within 10 business days after the estimated delivery window, contact us at contact@velven.com.au and we will help investigate.
Damaged, Missing, or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, contact us as soon as possible at contact@velven.com.au with your order number and clear photos.
Please keep the item and packaging while we review the issue.