FAQ

HOW LONG DOES IT TAKE TO RECEIVE AN ORDER?

Your order is dispatched within 2 to 3 business days. Our average delivery times are 5 to 21 business days worldwide.

WHERE DO YOU DELIVER AND WHAT ARE THE SHIPPING COSTS?

We deliver Australia-wide and internationally. Shipping is FREE on all orders.

WHERE ARE YOU BASED?

Our company is based in France.

WHO DELIVERS MY ORDER?

Your items are delivered via your local postal service.

WHAT ARE THE DELIVERY HOURS?

Items are delivered in accordance with your local post office's terms and operating hours.

WHAT HAPPENS IF NOBODY IS HOME?

No worries! If your item is small enough, it will be left in your letterbox. Otherwise, your parcel will be held at your local post office where you can collect it.

I ENTERED THE WRONG ADDRESS — WHAT SHOULD I DO?

Don't panic! If your order has not yet been dispatched, contact us immediately and we'll be happy to update your details. However, once an order has been dispatched from our warehouse, no changes can be made, in accordance with our Terms of Sale.

IS YOUR SITE SECURE?

This site is 100% secure — we'd even say 300% secure. Here's why: the site operates on an HTTPS server (the padlock icon in your browser confirms this). Unlike most websites that only secure their checkout, ALL PAGES on this site are secured and cannot be hacked or targeted by malware. For payments, we use Stripe and PayPal — the industry leaders in secure online transactions.

WHAT PAYMENT METHODS DO YOU ACCEPT?

You can currently pay by credit/debit card or PayPal. We do not accept cheques, bank transfers, or payment on delivery.

WHAT IF I'M NOT SATISFIED WITH MY PRODUCT?

We offer a 100% satisfaction guarantee! If, for any reason, the product does not meet your expectations, you may return it within 30 days of receipt and we'll issue a full refund once we receive the item. All returned items must be in perfect, unused condition. Return shipping is at the customer's expense. Proof of postage should be sent to us by email.

STILL HAVE QUESTIONS?

If you have any further questions, contact us by email at velvety.off@gmail.com .