Shipping policy

Last updated: December 18, 2025

Shipping, Delivery & Returns

We aim to make receiving your Velora House order as considered as choosing it.

This page outlines how shipping works, what to expect once your order is placed, and how returns are handled.

 

Shipping

Velora House ships to Australia & New Zealand.

Orders are carefully packed and dispatched from our base here in Mount Barker, South Australia, with attention to protecting both the product and its presentation.

Dispatch timeframe

  • Orders are typically packed and dispatched within 1–3 business days
  • During peak periods or promotions, dispatch times may be slightly extended

You’ll receive a confirmation email once your order has been shipped, including tracking details where available.

 

Delivery

Delivery times vary depending on your location and the carrier selected at checkout.

As a guide:

  • Metro areas: 2–6 business days after dispatch
  • Regional & rural areas: 4–10 business days after dispatch

Please note that delivery timeframes are estimates provided by carriers and may be affected by external factors beyond our control.

 

Shipping Rates

Shipping costs are calculated at checkout based on:

  • Order size and weight
  • Delivery location

Any applicable shipping offers or thresholds will be clearly shown during checkout.

 

Returns

We want you to feel confident ordering from Velora House.

If something isn’t quite right, please review the information below.

Change of mind

We accept returns for change of mind provided that:

  • The item is unused, unopened and in its original condition
  • The return request is made within 14 days of delivery
  • The item is not marked as final sale or non-returnable

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Faulty or damaged items

If your order arrives faulty or damaged, please contact us within 7 days of delivery with:

  • Your order number
  • A brief description of the issue
  • Clear photos where applicable

We’ll assess the issue promptly and arrange a replacement, refund or store credit where appropriate.

 

Non-returnable items

For hygiene and safety reasons, some items may not be eligible for return. These will be clearly identified on the product page where applicable.

 

Refunds

Once a return has been approved and received:

  • Refunds will be processed to the original payment method
  • Please allow 3–5 business days for funds to appear, depending on your bank or payment provider

Original shipping charges are non-refundable unless the return is due to a fault or error on our part.

 

Questions?

If you’re unsure about shipping, delivery or returns before placing an order, we’re happy to help.

Please contact us at theteam@velorahouse.au and we’ll respond as soon as possible.