Return policy

Effective Date: 08 October 2026

This return policy complies with Australian Consumer Law and Stripe merchant requirements, for all purchases at velvetduskwear.com.

  1. Return Eligibility Window You may submit a return request within 30 calendar days after you receive your parcel. We cannot accept return requests submitted after this 30-day window.
  2. Eligible Items for Return Items must be unused, unworn, unwashed, with original tags and packaging intact. Products must be in resellable condition. We reserve the right to refuse returns if items show signs of wear, damage, stains, missing tags or altered condition. We do not accept returns for final-sale items clearly marked on product pages.
  3. How to Start a Return Before sending items back, you must email our support team at service@velvetduskwear.com to obtain an official return authorisation number (RA number). Please include your order number, item SKU and reason for return in your email. Do not send returns without prior authorisation, as unauthorised returns may be rejected and we cannot process your refund.
  4. Return Shipping Cost If the return is caused by our error: wrong item shipped, defective product, incorrect size sent by us, we will cover the return shipping cost. If you return items due to change of mind, wrong size selected by yourself, dislike of colour/style, you are responsible for all return shipping fees. Original outbound shipping cost (which was free for qualifying destinations) is non-refundable for change-of-mind returns.
  5. Refund Processing Once we receive and inspect your returned goods, we will send you an inspection notification. If approved, refunds will be issued to your original payment method via Stripe. Refunds typically take 3–7 business days to show in your account, depending on your bank or card issuer processing speed. We do not offer cash refunds; refunds can only go back to the payment method you used at checkout.
  6. Exchanges If you wish to exchange for a different size or style, you can submit a return request and place a new order on our website once your refund is completed. Direct exchanges are not guaranteed and subject to stock availability.
  7. Damaged or Defective Items If your item arrives damaged or defective, please take clear photos of the product, packaging and shipping label, then contact us within 7 days of delivery. We will assess your case and arrange refund, replacement or partial compensation.

Support email: service@velvetduskwear.com