SHIPPING POLICY

POSTAGE AND DELIVERY COSTS

• Free standard delivery within Australia on orders over $150 
• Free click and collect on local orders only (West Wyalong, New South Wales)
• Standard delivery within Australia: Flat rate of $10.00 
• Express delivery within Australia: Flat rate of $15.00 

POSTAGE AND DELIVERY DETAILS

• Pink Velvet delivers exclusively via Australia Post.
• Please allow 1-2 days for postage and handling. Once your order has been sent you will be supplied with a tracking number. Please keep your tracking number safe and use this for your own future reference.
• If you would like to know where your order is after it has left Pink Velvet, please contact Australia Post with your tracking details for further assistance.
• Please allow 3-7 business days for standard domestic delivery.
• Express post cannot be guaranteed as next day delivery due to our location in rural New South Wales. Please check the Australia Post website for specific delivery times available to your postcode.
• We will do all we can to ensure your delivery reaches you in a timely manner. Pink Velvet cannot be held liable for any postage delays, lost or damaged goods that might occur by our postage carriers or any person(s) that handles your goods once they leave Pink Velvet.
• It is out of Pink Velvet's reasonable control when deliveries are held up due to public holidays, busy postal periods (i.e. Christmas), during a pandamic or when we are supplied with incorrect postal addresses.
• If any items in your order are out of stock at the time your order is packed then we will notify you via email and refund you for those out of stock item(s) before proceeding with your order.

RETURNS POLICY

CHANGE YOUR MIND?

We understand that choosing the perfect size or colour can be tricky! If you’re not 100% happy with your purchase, we’ll gladly offer an exchange or store credit (subject to availability) provided you contact us via email within 14 days of your purchase date.To be eligible for a return or exchange:

• Item must be unworn, unwashed, unaltered, and free from odours or stains.
• Original tags and labels must be attached.
• Proof of purchase (receipt or order confirmation) must be included.

If the size you want isn’t available, we’ll issue a store credit valid for 6 months from the date we receive your return.

OUR MISTAKE (WRONG ITEM OR SIZE)

If we send you the wrong size, colour, or item, we’ll fix it at no cost to you:

• We’ll send the correct item express and cover return postage, or
• We’ll issue a full refund (including original shipping and your return postage).

FAULTY OR DAMAGED ITEMS

We’re so sorry if your item is faulty – this is never our intention. Please contact us within 14 days of receiving your order.

• We’ll offer a replacement (if in stock) or a full refund including postage if a replacement isn’t available.
• Faults reported after 14 days may not qualify for a refund unless covered by Australian Consumer Law.
  

SALE ITEMS

• Sale or clearance items are not eligible for change-of-mind returns, but if we’ve made an error or the item is faulty, we will refund or replace it in line with ACL.

HOW TO RETURN AN ITEM

1. Email us at pinkvelvet@hotmail.com.au within 14 days with your order number, item details, and reason for return.
2. We’ll issue you a Return Authorisation (RMA#).
3. Send the item back via Australia Post with tracking. Please keep your tracking number safe as items remain your responsibility until received. Please post returns to: Pink Velvet 127 Main Street, West Wyalong NSW 2671
4. We’ll process your return within 2–3 business days of receiving it.

POSTAGE

• Change-of-mind returns: Postage is at the customer’s expense.
• Faulty or incorrect orders: We cover all postage costs.

Nothing in this policy limits your rights under the Australian Consumer Law, which entitles you to a remedy if your item is faulty, not as described, or if we made a mistake.