FAQ

Frequently Asked Questions

Welcome to the Velvessa Gold Coast FAQ page .
Here you'll find clear and concise answers to the most frequently asked questions about our products, orders, shipping, returns, and customer service.
If you need further assistance, our team is always happy to help.

Shipping & Delivery

How long does it take to process your order?
Orders are typically processed within 1 to 4 business days .
Once processed, you will receive a shipping confirmation email with your tracking information.

How long does delivery take?
Standard delivery within Australia typically takes 6 to 10 business days .
Please note that certain circumstances may affect the actual delivery time.

Do you offer free shipping?
Yes, we offer free shipping on all orders within Australia .

Can I track my order?
Yes, you can track your order using the tracking number in your shipping confirmation email.

Where can I find more information about shipping?
For detailed information about shipping policies, please see our Shipping Policy .

Who will deliver my order?
We work with reliable courier services to ensure your order is delivered safely and on time.

Can I have my order delivered to an address other than my billing address?
Yes, you can specify a different delivery address during the checkout process .

What happens if I miss my delivery?
If you miss your delivery, the courier will usually attempt to deliver again or leave a notice with instructions on how to collect your package.

Returns and refunds

What is your return policy?
If you are not completely satisfied with your purchase, you can return it within 14 days of receipt and receive a full refund.

How do I return an item?
Contact our customer service to initiate the return process . We'll provide clear instructions to ensure a smooth process.

Do you offer exchanges?
Yes, you can exchange items within 14 days of receipt if they are the wrong size or defective.

How long does it take to receive a refund?
Refunds are typically processed within 3 to 5 business days of receiving the returned item.

Do I have to pay return shipping?
We strive to make returns as easy as possible. For more information about return shipping costs, please see our refund policy .

What happens if I receive a defective or damaged item?
Please contact us immediately and send us photos of the defect or damage .
We will immediately arrange a replacement or alternative solution.

Product information

How do I find the right size?
Each product page contains a detailed size chart . Please review it carefully to find the perfect fit.

Where are your products designed and manufactured?
Our collections are carefully designed in Australia and sourced from trusted suppliers who meet our quality standards.

Are your products ethically produced?
Yes, we work with suppliers committed to ethical production and sustainability .

Order & Payment

What payment methods do you accept?
We accept all major credit and debit cards . Additional payment options may be available at checkout.

Can I change or cancel my order after I've submitted it?
Please contact us as soon as possible if you would like to change or cancel your order.
We will do our best to accommodate your request before processing.

Is my payment information secure?
Yes, we use industry-standard encryption and security protocols to protect your payment information.

How is my personal data protected?
We are committed to protecting your privacy and use secure systems that comply with applicable data protection laws.

Customer support

How can I contact Velvessa for assistance?
You can reach our support team by email at:
info@velvessagoldcoast.com

What are your customer service hours?

  • Monday to Friday: 9:00 – 17:00

  • Saturday: 10:00 – 17:00

  • Sunday: Closed

Do you have a physical store?
We currently operate exclusively online to offer you the best prices and greatest convenience.

Further information

Do you ship internationally?
We currently offer free shipping within Australia.
If you have any questions about international shipping, please contact our support team.

Are there discounts for bulk orders?
For information about bulk orders and possible discounts, please contact us directly.

Do you offer gift wrapping or personalized messages? We don't
currently offer gift wrapping , but we're looking into adding this service in the future.

How do I subscribe to your newsletter?
Sign up using the form on our website and receive exclusive offers, news, and styling tips .

If your question isn't answered here, please don't hesitate to contact us .
We want to make your shopping experience at Velvessa Gold Coast as pleasant and seamless as possible.