Returns & Refunds

30-day returns

We want you to love every order. That's why we offer a 30-day return window from the date you receive your parcel. No need to explain why — if a piece isn't right for you, send it back.

We know buying clothing online means you can't try before you buy, so we've made returns as simple and low-risk as possible. Our goal is that you shop with complete confidence, knowing that anything that doesn't work out can be returned easily.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply in addition to our 30-day change-of-mind returns described below, which we offer as an extra — not instead of — your statutory rights.

Return conditions (change of mind)

To be eligible for a change-of-mind return, items must be:

• Unworn, unwashed and undamaged
• With all original tags still attached
• In their original packaging, when possible
• Returned within 30 days of delivery

Items that show signs of wear, washing, alteration, perfume, deodorant or other marks may be refused or refunded only in part. Underwear and pierced jewellery cannot be returned for change-of-mind reasons, for hygiene reasons, unless they arrive faulty. Please try items on gently and over clean clothing to keep them in resalable condition.

Please note: we don't offer direct exchanges

To keep things simple and get you what you want as quickly as possible, we don't process direct exchanges. If you'd like a different size, colour or a completely different piece, here's what to do:

• Return the item you don't want by following the steps below, and
• Place a new order for the item you'd like instead.

This way, your new item ships out right away rather than waiting for your return to arrive back with us first — so you're not left waiting, and you never risk your preferred size selling out while a return is in transit. Once we receive your original item, we'll refund it in full as described below.

How to return

1. Email us at info@velvux.com with your order number and the item(s) you'd like to return.
2. We'll reply with return instructions and the return address.
3. Pack the item securely, include any paperwork we ask for, and send it back.
4. Keep your proof of postage and tracking number until your refund is complete.

For change-of-mind returns, return postage is the customer's responsibility. For faulty, damaged or incorrectly sent items, we cover all return costs. We recommend using a tracked service, as we can't be responsible for returns that are lost on the way back to us.

Refunds

Once we receive your return, we inspect it and process your refund within 5 business days to your original payment method. You'll get an email confirmation as soon as it's on the way. Depending on your bank or card provider, it can take a few additional business days for the funds to appear on your statement.

Original shipping charges, where they apply, are non-refundable for change-of-mind returns but are refunded if the return is due to our error or a fault. Refunds are always issued to the original payment method used at checkout — we're unable to refund to a different card or account.

Late or missing refunds

If you haven't received your refund after the timeframe above, first check your bank account again, then contact your card provider, as processing times vary. If you've done this and still haven't received it, email us at info@velvux.com and we'll look into it straight away.

Faulty or wrong item

Received a faulty item or the wrong product? We're sorry — let's fix it fast. Contact us at info@velvux.com as soon as you notice, with your order number and, if you can, a photo of the issue. We'll arrange a replacement or a refund, including any shipping costs — your choice where the law gives you that choice. Your consumer guarantees don't expire after a fixed number of days; they apply for a reasonable time having regard to the type of item.

Questions?

Our team is always happy to help before or after you buy. Email info@velvux.com or call +1 (231) 412-8632, Monday to Friday, 9:00 AM – 5:00 PM Central Time (US).