Shipping & Returns

Australian shipping information:

Orders placed are hand-picked and packed with love from our warehouse in Melbourne within 2 full business days. Once your order has been placed you will receive an order confirmation email. Upon despatch, you will immediately receive another confirmation email with your tracking number, allow 7 to 10 business days for delivery. 

Please note, all orders are final once they have been processed through the checkout. No further changes can be made to your order once processed, including and not limited to removing and/or adding items to your order, combining orders, cancelling your order or changing the delivery method.

The cost of this service is $14.95 AUD Flat Rate.

International shipping information:

Shipping to New Zealand: 
$21.95 AUD Flat Rate

Shipping to Rest of the World:
$39.95 AUD Flat Rate

Import duties and taxes for all our international orders are not included in the item price nor shipping cost (DDU). Please be aware that you may be responsible for the payment of delivery duties and sales taxes. Duties/Taxes on goods vary widely depending on the product value and the country you are having your order delivered to. 

To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from marking the order as a "gift", even if an order is placed with the intention of sending to a gift recipient.

We strongly advise international customers outside Australia to investigate return costs prior to purchasing online for an estimated charge, as we don’t offer international returns. All returns remain the responsibility of the purchaser until received by VELVETTO.

Australian return/exchange information:

At VELVETTO we want to ensure you are 100% happy with your purchase. In addition to your Consumer Guarantees, should you change your mind for any reason we will happily refund or exchange your purchase providing the following conditions have been met:

We offer one return or exchange shipment on all products if you notify us with an email within 14 days of receiving your purchase.

Please email us at info@velvetto.com.au stating your order number, order email, the product you are returning and reason for return. You will then be sent a Return Authorization (RA) number and the instructions on returning your order.

Returns that do not have an RA number will not be accepted and sent back to customer at their expense.

All shoes must be tried on a clean carpeted surface until you are certain you are keeping them.  Shoes that have marked soles or creased uppers that cannot be restored will be rejected and sent back to the customer at their expense. VELVETTO will only accept items that have not been worn and are in their original shoe box.  Please note that the shoe box and stuffing are considered a part of the product and must be included when returning your order. Returns will not be honoured if the item has been mistreated. 

Any returns that do not meet the above policy may be issued with a credit note or will not be accepted and will be returned the customer at their expense.

All returns remain the responsibility of the purchaser until received by VELVETTO. 

The cost of this service is $14.95 AUD Flat Rate, and it will be deducted from your refund.

Provided the conditions in our policy have been met, refunds will be processed using the original form of payment within 2-3 business days and notify you via email. Please allow up to 5 business days for funds to reflect in your account.

International return/exchange information:

We strongly advise international customers outside Australia to investigate return costs prior to purchasing online for an estimated charge, as we don’t offer international returns. All returns remain the responsibility of the purchaser until received by VELVETTO.