Returns
Returns
Step 1
Please return the item in its original packaging and in undamaged condition. Seal the package with clear tape — do not use duct tape.
Step 2
Include a piece of paper inside the package with your own address (as the return address) and also clearly state our delivery address. This ensures we can identify the sender. If this is not done, there is a risk that your package may be lost by the courier (such as Australia Post or DHL) or that we cannot accept it.
Step 3
Notify us of your return via email at contact@velvetloom.co.uk. Please also let us know the reason why you would like to return your item. Once you exercise your right of return and we have received your bank details (IBAN), your refund will be issued within 10 days.
⚠️ Important: We require proof that the item has been returned to us. This can be provided in the form of a receipt from Australia Post/DHL or a confirmation email from the courier.
Step 4
Send your package using Australia Post, DHL or UPS, as these are the most cost‑effective return options. Please note that the cost of return shipping is at your own expense.
⚠️ Important: If the goods arrive with us damaged, poorly packaged, or not in line with our returns conditions, we reserve the right to refuse acceptance of the goods. In such cases, you will not be entitled to a refund.
If you have a complaint, please always include photos. This helps us work with you to resolve the issue to your satisfaction.
Shipping Policy
Delivery Time
We are committed to handling all orders with the utmost care. Our current standard delivery time is 5 to 12 working days. Please note that this is an estimate and may vary depending on your location and external circumstances.
Delays Due to Unexpected Demand
Delivery times may be affected by unexpected surges in demand. While we always aim to deliver as quickly as possible, there may be periods when order volumes are significantly higher, which could lead to delays. We ask for your understanding in such cases and assure you that we will do everything possible to minimise delays.
Shipping Service
We work with Australia Post, a trusted international courier, to ensure that your order is delivered safely and reliably. Royal Mail provides excellent service along with real‑time tracking updates so you can follow the progress of your delivery.
Extras
- Free Shipping: We offer free shipping on orders above a certain value.
- Insured Shipping: For priority and fully insured shipping, we offer upgraded options at an additional cost.
- Customer Service: Our dedicated support team is always ready to answer your questions and address any concerns.
Thank you for trusting Velvet Loom. We strive to provide you with the best possible service. If you have any further questions regarding our shipping policy, please get in touch — we’re happy to assist.