Shipping and Returns

Shipping

Please note that shipping is free, and that all packaging is done with care and is totally discreet.

Please also note that we cannot guarantee the exact date of arrival, and the shipping time frames (excluding weekends and public holidays) are as follows:

  • For customers in Victoria, approximately 7-10 working days
  • For customers in NSW, SA, ACT, and QLD, approximately 9-12 working days
  • For customers in WA, NT, and TAS, approximately 9-12 working days

Returns, Refunds & Replacements

At Velvet Goldmine, we want you to shop with confidence. We stand behind the quality of our products and are committed to providing fair and prompt support if something goes wrong.

1-Year Replacement Warranty

All products purchased from Velvet Goldmine are covered by a 12-month replacement warranty against manufacturing defects from the date your order is delivered.

If you believe your product is faulty, please contact us with your order number and a clear description of the problem. Wherever possible, include photographs or a short video showing the fault. In most cases, this will allow us to assess your claim quickly. If further information is required, we’ll let you know.

This warranty does not cover normal wear and tear, accidental damage, misuse, improper care, or damage resulting from incorrect use.

If your warranty claim is approved, we will, at our discretion:

  • replace the product with the same item (subject to availability)
  • provide a similar product of equal value if the original is no longer available, or
  • issue a refund where a replacement is not possible

Items Damaged During Delivery

If your order arrives damaged in transit, please notify us within 5 days of delivery. Photographs of the damaged packaging and product will help us resolve the issue as quickly as possible.

Change of Mind Returns

We understand that sometimes you may change your mind.

You may request a return within 30 days of receiving your order, provided that:

  • the item is unused;
  • the item is unopened and in its original packaging
  • the product is in the same condition in which it was received, and
  • you can provide proof of purchase

For hygiene and safety reasons, we cannot accept returns on products that have been opened, unsealed, or used.

Items That Cannot Be Returned

The following items are not eligible for change-of-mind returns:

  • Gift cards
  • Downloadable software or digital products
  • Selected health and personal care products
  • Adult products that have been opened, unsealed or used
  • Products returned in a damaged condition (unless the damage is covered under warranty)
  • Items returned more than 30 days after delivery

Return Shipping Costs

Unless the item is faulty or we have made an error with your order, the cost of returning goods is the responsibility of the customer.

Original shipping charges are not refundable.

Where an order qualified for free shipping, the original shipping cost incurred by Velvet Goldmine may be deducted from any approved refund.

Refund Process

Once your returned item has been received and inspected, we will notify you by email of the outcome.

If your return is approved, your refund will be processed using your original payment method. Please allow several business days for your financial institution to complete the transaction.

Delayed Refunds

If your refund has not appeared after several business days:

  1. Check your bank account or payment method again
  2. Contact your bank or credit card provider, as processing times may vary
  3. If you still require assistance, please contact our customer support team

Sale Items

Unless required under Australian Consumer Law, sale or clearance items are not eligible for change-of-mind refunds.

Exchanges

We replace products only where they are confirmed to be faulty, damaged, or incorrectly supplied.

If you require assistance, don’t hesitate to get in touch with us before returning any item so we can advise you on the quickest solution.

Australian Consumer Law

Nothing in this policy excludes, limits or modifies your rights under Australian Consumer Law.

Where required by law, you are entitled to a repair, replacement or refund for products that fail to meet the consumer guarantees provided under the Australian Consumer Law.

Contact Us

If you have any questions regarding this Shipping and Returns Policy, or how your personal information is handled, please Contact Us.