FAQs
Everything you need to know about ordering, shipping, sizing and returns.
Can't find what you're looking for? Email us at support@velencia.com.au and
we'll be glad to help.
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Need Help?
For anything at all — sizing, an order, a return — email us at
support@velencia.com.au. We reply Monday to Friday, 9:00 AM – 5:00 PM AEST,
usually within 1-2 business days.
Q: What is your returns policy?
You have 30 days from the day your order arrives to return eligible items. To be eligible, items must be unworn, unwashed and in original condition with all tags
attached.
Q: How do I start a return?
Email support@velencia.com.au with your order number and the reason for your
return. We'll reply with return instructions and the return address — please wait
for these before sending anything back.
Q: Who pays for return shipping?
For change-of-mind returns, return shipping is the customer's responsibility, and
we recommend a tracked service. If an item arrives faulty, damaged or incorrect,
we cover return shipping.
Q: My item arrived faulty or incorrect — what should I do?
We're sorry to hear that. Email us within 30 days with your order number and a
photo, and we'll arrange a replacement or full refund and cover the return
shipping.
Q: When will I receive my refund?
Once your return arrives with us, it's inspected and your refund is processed within 7 business days. From there, it usually takes a further 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider. Original shipping charges are non-refundable for change-of-mind returns.
Q: Do returns affect my consumer rights?
Not at all. Nothing in our returns policy limits your rights under the Australian
Consumer Law. Our goods come with guarantees that cannot be excluded, including a
replacement or refund for a major failure.
Q: How do I find my size?
Each product page includes an AU size chart. If you'd like the exact measurements
of a particular piece before ordering, email us at support@velencia.com.au and
we'll send them through.
Q: Do your pieces run true to size?
It depends on the style. Our coats, jackets and knitwear are cut with a relaxed,
considered fit made for layering — if you're between sizes or prefer a closer cut,
we'd suggest sizing down. Our dresses are designed to sit true to size.
Q: I'm between sizes — which should I choose?
Email us at support@velencia.com.au with the style you're after and we'll share
the exact measurements so you can choose with confidence.
Products & Care
Q: What are your pieces made from?
The full fabric and fibre composition for every piece is listed on its product
page. Many of our knits and coats are made from soft, easy-care blends chosen for
their warmth and drape. If you'd like the full composition of a particular style
before ordering, just email us.
Q: How should I care for my Velencia pieces?
Always follow the care instructions on the garment label. As a general guide,
gentle, cool washing and flat drying help keep considered pieces looking their
best for longer.
Payment & Security
Q: What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard and American
Express), PayPal, and the digital wallets shown at checkout, such as Apple Pay and
Google Pay.
Q: Is checkout secure?
Yes. Payments are processed through Shopify's secure, encrypted checkout. Your card
details are never stored on our site.
Q: Are you a genuine Australian business?
We are. Velencia is based in Melbourne, and you can always reach a real person at
support@velencia.com.au. Our business details are listed in the footer of every
page.
Contact & Support
Q: How do I get in touch?
Email us any time at support@velencia.com.au. We reply Monday to Friday, 9:00 AM –
5:00 PM AEST, usually within 1-2 business days.