Refund policy
We want you to feel completely at home with your VELÁRE purchase. If something isn't right, you may return eligible items within 30 days of delivery for a refund or exchange.
Purchases made during promotional periods, or with a promotional code applied, are not eligible for cash refunds and may only be returned for store credit. Shipping costs are not included in refunds or store credit.
VELÁRE operates as an online-only fragrance house — all returns are processed by mail to our Melbourne atelier. We do not accept in-person returns.
Eligible returns and exchanges
You may return the following:
- Unopened items in their original condition with sealed packaging
- Items returned within 30 days of delivery
- Faulty, damaged or quality-control issues
- Incorrect items delivered by us, sealed in original packaging
- Gift sets (such as The Full Story Collection) — if all six chapters are included and remain unopened
- The complimentary 5ml chapter sample is yours to keep; it does not affect your right to return the full-size bottle
Non-returnable items
The following cannot be returned or exchanged:
- Opened products, unless the return is due to a defect, quality-control issue, or an incorrect item delivered by us
- Personalised or custom items
- Items damaged through misuse, mishandling or normal wear
- Items returned after the 30-day window
- Gift sets where one or more chapters has been opened, removed or used
How to start a return
Email us at info@velareco.co within 30 days of delivery, including:
- Your order number
- The chapter (or chapters) you wish to return
- The reason for the return
- A photograph if the item is damaged or faulty
We'll respond within three business days with return instructions and a Melbourne return address. Please do not send items back without contacting us first — we cannot process unannounced returns.
Return shipping
Return shipping costs are the customer's responsibility, unless the return is due to a fault, damage or our error. In those cases, we cover return shipping.
We recommend using a tracked service for your return. VELÁRE is not responsible for items lost or damaged in return transit.
Refund processing
Once your return arrives at our atelier and passes inspection, we will issue your refund to the original payment method within 5 business days. Bank processing times may add an additional 2–5 days.
Store credits are issued by email within 2 business days of inspection and do not expire.
Faulty or incorrect items
If your order arrives damaged, faulty, or with an incorrect item, please contact us at info@velareco.co within 7 days of delivery with photographs. We will arrange a full replacement or refund — including return shipping — at no cost to you.
Statutory rights
Nothing in this policy limits or excludes any consumer rights you may have under the Australian Consumer Law. Where the law provides rights that cannot be excluded, those rights override anything in this policy.
International orders
Customers outside Australia: please contact us at info@velareco.co before initiating a return. International return shipping, duties and customs fees are the customer's responsibility unless the return is due to a defect or our error.
Questions
Email info@velareco.co. We respond within three business days, Monday to Friday.