Refund policy

 

We want you to feel confident in every Velencia piece. If it’s not quite right, we’re here to help.

Our 30-day returns

You may return eligible items within 30 days of receiving your order. To be eligible, items must be unworn, unwashed, in their original condition, and with all tags attached. Every Velencia piece is chosen with care — and every return is treated the same way.

Change-of-mind returns

If you've changed your mind, you're welcome to return your item within 30 days. Return shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for items lost in transit back to us.

Faulty or incorrect items

If your item arrives faulty, damaged, or you've received the wrong item, we'll make it right. Contact us at support@velencia.com.au within 30 days with your order number and a photo of the issue, and we'll cover the cost of return shipping and arrange a replacement or full refund.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

How to start a return

Email us at 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, as we don't operate a self-service returns portal.

Refunds

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. Please note that original shipping charges are non-refundable for change-of-mind returns.

Questions?

We're here to help - contact us any time at support@velencia.com.au.