top of page

Shipping & Returns

Shipping Policy

As a small-batch studio, orders are prepared and packed with care. While most ship within 1–2 business days, please allow a little extra time during launch periods or when batches are freshly completed.

 

Australia

Orders are processed within 1–2 business days. You’ll receive an email with tracking details once your order has been dispatched.

​

  • Standard Shipping Flat Rate: $10 AUD, delivery in 2–4 business days depending on location.

  • Express Shipping Flat Rate: $20 AUD, delivery in 1–3 business days depending on location and carrier availability.

  • Free standard shipping for orders over $200 AUD.

​

** Deliveries are fulfilled via Australia Post or selected couriers. If undeliverable, you’ll receive a card to collect your parcel at the nearest collection point.

Please allow additional time during peak periods and public holidays.

All orders include tracking, and you’ll receive an email with tracking details once your parcel has been dispatched. **

​

Liability for Lost or Damaged Parcels
Once dispatched, all orders are entrusted to Australia Post or our selected courier partners. While we take great care in packing each order, Velune cannot accept responsibility for parcels lost or damaged in transit once they have been handed to the carrier.

​

If your parcel is delayed, lost, or arrives damaged, please contact us at hello@velune.com.au within 7 days. We’ll assist you in lodging an enquiry with the carrier and do our best to help resolve the issue.

 

Please note: refunds or replacements for lost/damaged parcels are subject to the outcome of the carrier’s investigation.

​

​

International

We ship worldwide from Brisbane, Queensland, Australia; exact delivery times vary by destination and carrier.

​

International shipping is a flat rate calculated at checkout depending on destination and courier service.


All international orders include tracking, and you’ll receive an email with tracking details once your parcel has been dispatched.

​

Customs & Duties: Duties, taxes, import fees, and local handling fees are determined by your local customs authority and are the responsibility of the customer. Velune cannot reimburse these costs.

​

Liability for Lost or Damaged Parcels

Once an order has been handed to the carrier, responsibility for delivery rests with that carrier. While we pack with care, Velune cannot accept responsibility for parcels lost or damaged in transit. If your parcel is delayed, lost, or arrives damaged, please contact hello@velune.com.au within 7 days so we can assist in lodging an enquiry with the carrier.

 

Refunds or replacements are subject to the outcome of the carrier’s investigation.

 

Delays: Customs clearance and quarantine can cause delays outside our control.

 

Exclusions

Velune does not ship to countries where cosmetics imports are restricted or prohibited. If you’re unsure whether delivery to your location is allowed, please contact us before placing an order.

​

​

Return & Exchange Policy

We want you to be completely satisfied with your purchase. In the unlikely event one of our products does not meet your expectations, we’ll work with you to find a fair resolution. It’s important to us to handle all concerns quickly, transparently, and with care.

Velune formulas are crafted in small batches to ensure freshness and integrity. For this reason, we ask customers to choose carefully before purchasing, as change-of-mind returns cannot be accepted.

 

Returns & Exchanges

For reasons of hygiene and safety, we cannot accept returns or offer refunds on:

  • Opened or used products (unless faulty)

  • Samples

  • Gift cards

  • Free gifts or promotional items

  • Bundles

  • Items purchased on sale or as part of a promotion

  • Change of mind or ordering the wrong product

 

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at hello@velune.com.au. Include your order number and clear photos so we can resolve it promptly.

 

Customers are responsible for all return shipping costs, including for faulty, damaged, or incorrect items.

 

International returns must be shipped back to Australia. Duties and taxes charged by your country’s customs are non-refundable.

 

Refund Process

Refunds are made to the original payment method once the returned product is received and assessed.
 

Please allow up to 7 business days for funds to appear once approved. Most returns are processed within 5–7 business days of receipt.
 

You’ll receive an email confirmation once your refund or exchange is complete.

 

Your Rights

Nothing in this policy limits your rights under Australian Consumer Law. If a product is faulty, unsafe, or significantly different from what was described, you are entitled to a remedy.

 

Questions? We’re here to help: hello@velune.com.au

bottom of page