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Velvanza

At Velvanza, we are dedicated to providing a seamless and secure shopping experience, from browsing our curated selection to the moment your order arrives at your doorstep. We understand that efficient delivery and flexible payment options are crucial to your satisfaction. This comprehensive guide outlines everything you need to know about how we process, ship, and accept payments for your purchases, ensuring clarity and peace of mind throughout your transaction.

Our commitment extends beyond just offering quality products; it encompasses transparent processes for getting those products to you reliably and conveniently. We strive to make every step of your purchasing journey as straightforward as possible, adhering to high standards of service and security.

Delivery Information

We partner with reputable courier services to ensure your items are delivered safely and efficiently. Below you will find details regarding our shipping methods, estimated delivery times, and regions we serve.

Shipping Methods & Estimated Timelines

We offer a range of shipping options designed to meet your needs, balancing speed and cost-effectiveness. Please note that all delivery times are estimates and commence from the date of dispatch, not the order date. Order processing times are separate and detailed further below.

Standard Shipping

Our most popular and economical shipping option, suitable for most orders. Your parcel will be dispatched using a reliable standard courier service, which includes tracking from dispatch to delivery.

  • Estimated Delivery Time: Typically 3-7 business days for metropolitan areas. Regional and remote locations may experience longer delivery times, generally 7-14 business days. These estimates are based on standard operating conditions and do not account for unforeseen delays such as extreme weather events, public holidays, or significant increases in parcel volumes experienced by our delivery partners.
  • Tracking: Full tracking details will be provided via email once your order has been dispatched. You can monitor your parcel's journey online using the provided tracking number on the courier's website. This allows you to stay informed about the progress of your delivery and anticipate its arrival.
  • Service Coverage: Available across all serviced regions. This robust network ensures that even customers in less accessible areas can benefit from our standard delivery service, albeit with potentially longer transit times.

Express Shipping

For when you need your items sooner. Express shipping prioritises your order for faster delivery through an expedited courier service. This option is ideal for urgent purchases and is designed to minimise transit time significantly.

  • Estimated Delivery Time: Generally 1-3 business days for metropolitan areas. Regional areas may take 2-5 business days. While express shipping aims for speed, factors like destination remoteness or unexpected logistical challenges can still influence actual delivery times.
  • Tracking: Comprehensive tracking information is supplied, allowing you to follow your express delivery closely. Real-time updates are often available, providing greater visibility into your parcel's expedited journey.
  • Service Coverage: Available to most metropolitan and major regional centres. Please note that some remote locations may not be eligible for express service, or the express timeframe may be extended due to the inherent challenges of reaching certain areas quickly. We recommend checking availability at checkout for your specific address.

Local Pick-Up (Click & Collect)

For customers who prefer to collect their orders directly. This option allows you to pick up your purchase from our designated collection point during specified hours, saving on shipping costs and offering immediate access to your items once ready. It provides a flexible alternative for those who may not be home for deliveries or prefer a personal collection.

  • Availability: Available for selection at checkout if your order qualifies and our collection point is operational. This option is presented based on the items in your cart and our current stock location.
  • Collection Timeframe: Orders are typically ready for collection within 1-2 business days after order confirmation. You will receive an email notification when your order is ready for pick-up, which will include specific instructions and the collection address. Please wait for this notification before heading to our location.
  • Collection Hours: [Insert specific hours, e.g., Monday - Friday, 9:00 AM - 5:00 PM AEST]. To ensure a smooth collection process and verify your identity, please ensure you bring your order confirmation (digital or print) and valid photo identification (such as a driver's license or passport) when collecting your order.

Delivery Costs

Shipping fees are calculated based on the size, weight, and destination of your order, as well as the chosen shipping method. All shipping costs will be clearly displayed at checkout before you finalise your purchase, ensuring full transparency with no hidden fees.

  • Standard Shipping: A flat rate of $9.95 applies to all orders under $100.00. This fixed rate provides predictability for smaller purchases, allowing you to easily calculate your total cost upfront.
  • Express Shipping: A flat rate of $19.95 applies to all orders, regardless of value. This premium fee reflects the expedited handling and faster transit times associated with this service.
  • Free Standard Shipping: We are pleased to offer complimentary standard shipping on all orders totaling $100.00 or more after any discounts or promotions have been applied. This is automatically applied at checkout once your cart meets the minimum threshold, providing excellent value for larger purchases.
  • Local Pick-Up: This service is entirely free of charge. It's an excellent option for local customers looking to save on delivery fees.

Please note that shipping costs are non-refundable, except in cases where we are responsible for an error in delivery (e.g., shipping the wrong item) or the product is deemed faulty in accordance with consumer guarantees. Our commitment is to ensure you receive your order as intended, and we will address any issues promptly and fairly.

Delivery Regions

We proudly deliver our products to customers throughout the entire nation. Our comprehensive logistics network allows us to reach a wide array of locations, from bustling city centers to remote rural communities, ensuring that our products are accessible to a broad customer base.

  • Nationwide Coverage: We ship to all states and territories, encompassing a vast geographical area. This commitment to widespread service ensures that distance does not prevent you from accessing our products.
  • Exclusions and Limitations: While we strive to deliver everywhere, please note that we are generally unable to deliver to PO Boxes or Parcel Lockers for larger or bulky items due to courier restrictions and insurance limitations. For such instances, a physical street address will be required to ensure safe and compliant delivery. Certain extremely remote or inaccessible locations might occasionally fall outside our standard delivery zones; if this applies to your address, we will contact you promptly after order placement to discuss alternative arrangements, which may include delivery to the nearest accessible depot or a different shipping method. Our goal is always to find a viable solution for your delivery.

Payment Information

We offer a variety of secure and convenient payment methods to ensure a smooth checkout process. Your financial security is paramount to us, and all transactions are processed through encrypted gateways, adhering to the highest industry standards for data protection.

Accepted Payment Methods

Choose the option that best suits your needs, with confidence in the security of your transaction:

  • Credit and Debit Cards

    We accept major credit and debit cards, including Visa, MasterCard, and American Express. All card transactions are processed securely through our payment gateway, which adheres to strict industry standards (PCI DSS compliance) to protect your card details. This means your sensitive financial information is encrypted and never stored on our servers, significantly reducing the risk of data breaches. Our payment processor acts as a secure intermediary, ensuring your payment details are handled with the utmost care.

  • Online Payment Gateways

    For added convenience and security, we integrate with popular online payment services that offer flexible payment solutions:

    • PayPal: A globally recognised secure payment platform. You can pay using your PayPal balance, linked bank account, or credit/debit card without sharing your financial details directly with us. PayPal offers buyer protection and a streamlined checkout process for millions of users worldwide.
    • Afterpay: Buy now, pay later. Split your purchase into four interest-free instalments, due every two weeks. Your order ships immediately after your first payment, allowing you to enjoy your items sooner. Eligibility criteria apply, and late fees may be incurred if repayments are missed.
    • Zip Pay: Another flexible buy now, pay later option. Pay for your order over time with weekly, fortnightly, or monthly repayments. This service is interest-free always, provided you make your minimum repayments on time. Credit limits apply, and a monthly account fee may be charged if you have an outstanding balance.

    Using these services may require you to have an existing account with them or to create one during checkout. Please refer to their respective terms and conditions for full details on their services, including eligibility, fees, and repayment schedules, as these are independent financial service providers.

  • Bank Transfer (Direct Deposit)

    For customers who prefer to pay directly from their bank account. If you select this option, our bank details will be provided on the order confirmation page and in your confirmation email. Please ensure you include your unique order number as a reference when making the transfer to allow for prompt identification and processing of your payment. Orders paid via bank transfer will only be dispatched once the funds have cleared in our account, which may take 1-3 business days depending on interbank processing times. This method offers a secure way to pay without sharing card details online.

Payment Security

Your security is our top priority. All online transactions are protected by industry-standard SSL (Secure Socket Layer) encryption. This technology encrypts your personal and financial information, including credit card numbers, names, and addresses, so that it cannot be read as it travels over the internet. This robust encryption creates a secure environment for your data. We do not store your full credit card details on our servers; instead, they are tokenised and processed by our PCI DSS compliant payment gateway providers.

We are committed to maintaining the highest level of security to protect your data and prevent unauthorised access or disclosure. We regularly review and update our security protocols to meet evolving threats. If you have any concerns regarding payment security or notice any suspicious activity related to your transactions with us, please do not hesitate to contact our dedicated customer support team immediately for assistance and clarification.

Important Delivery & Payment Notes

To ensure a smooth and satisfactory experience, please review these crucial points regarding your order's delivery and payment. Understanding these details will help prevent potential issues and ensure timely receipt of your purchases.

Order Processing & Dispatch

Once your order is successfully placed and payment is confirmed, our dedicated team works diligently to prepare it for dispatch. Most orders are processed and dispatched from our warehouse within 1-2 business days. During peak seasons (e.g., holiday periods), major sales events, or public holidays, processing times may be slightly extended due to high order volumes. We appreciate your patience during these times. You will receive an email notification with comprehensive tracking information once your order leaves our warehouse, allowing you to monitor its journey.

Accurate Delivery Information

It is crucial that you provide complete and accurate delivery details at the time of purchase. This includes your full name, correct street address (including unit/apartment numbers if applicable), suburb, state, and postcode, along with a valid contact phone number and email address. Inaccurate or incomplete information can lead to significant delays, re-delivery fees, or even the unfortunate return of your parcel to our facility.

If a parcel is returned to us due to an incorrect or incomplete address provided by the customer, or if it remains unclaimed at a postal facility beyond the courier's holding period, re-delivery fees will apply to cover the costs incurred for the initial shipment and the subsequent return and re-shipment. We cannot be held responsible for deliveries to incorrect addresses supplied by the customer, as our dispatch system relies entirely on the information you provide.

Delivery Attempts & Unattended Parcels

Our couriers typically attempt delivery during standard business hours (Monday to Friday, 9 AM - 5 PM). If no one is available to receive the parcel at the time of delivery, the courier may leave a 'calling card' with clear instructions on how to arrange re-delivery or collect your parcel from a local post office or depot. Some couriers may offer an 'Authority to Leave' (ATL) option; if you select this during checkout or directly with the courier, you authorise the courier to leave the parcel in a safe place at your nominated address without requiring a signature. Please be aware that if you opt for ATL, Velvanza and our delivery partners cannot be held responsible for any loss or damage to the parcel once it has been left at your premises, as you have explicitly waived the signature requirement.

Parcels will generally be held at a collection point (e.g., a post office or courier depot) for a limited time (e.g., 5-10 business days) before being returned to us as unclaimed. It is the customer's responsibility to collect the parcel within this specified timeframe or arrange re-delivery as per the courier's instructions. Failure to do so may result in the parcel being returned to us, incurring additional charges for re-shipment.

Damaged or Lost Parcels

While we take every precaution to ensure your order is securely packaged and arrives in perfect condition, unforeseen issues can occasionally occur during transit. If your parcel arrives visibly damaged, or if you believe your parcel is lost in transit (i.e., tracking has stalled or delivery is significantly overdue), please contact our customer support team immediately. For damaged goods, please notify us within 48 hours of receipt. For lost items, please contact us within 7 days of the estimated delivery date. Please provide your order number and any relevant photographic evidence of damage to assist us with our investigation.

We will work closely with the courier service to investigate the issue thoroughly and resolve it promptly. This may involve lodging a formal inquiry with the carrier, which can take several business days to conclude. Our aim is to ensure you receive your order as intended, and we will guide you through the necessary steps for replacement or refund, in accordance with applicable consumer protection laws and our internal policies. Your satisfaction is paramount, and we are committed to finding a fair resolution.

Pricing and Currency

All prices displayed on our website are clearly stated in Australian Dollars (AUD) and include Goods and Services Tax (GST) where applicable, ensuring transparency in pricing for all domestic transactions. We reserve the right to change prices at any time without prior notice; however, the price charged for your order will always be the price displayed on the website at the exact time your order is successfully placed and confirmed. This guarantees that you are charged the price you agreed to at the point of purchase.

Privacy and Data Handling

We collect personal information such as your name, delivery address, email address, and phone number solely for the essential purpose of processing your order, facilitating efficient delivery, and providing responsive customer support. Payment information, including credit card details, is processed by secure third-party payment gateways and is never stored on our servers, ensuring your financial data remains highly protected. We adhere to strict privacy principles to protect your personal information in accordance with relevant privacy legislation.

Your information is shared with our trusted delivery partners (e.g., courier companies) only to the extent necessary to fulfil your order and provide tracking updates. We do not sell, rent, or otherwise disclose your personal information to third parties for their marketing purposes. For a comprehensive understanding of how we collect, use, store, and protect your personal information, including your rights regarding your data, please refer to our full Privacy Policy. Your privacy is paramount, and we are committed to transparent and responsible data practices.

Compliance and Transparency

At Velvanza, we are committed to operating with the utmost transparency and in full compliance with consumer protection laws and regulations. Our policies are designed to be clear, fair, and easily accessible, ensuring that you have all the necessary information to make informed purchasing decisions. We encourage you to review this section thoroughly and contact us if you have any questions or require further clarification on any aspect of our delivery or payment processes. Your understanding and confidence in our services are important to us.

This Delivery & Payment information was last updated on 2025-08-03.