Shipping policy

Every Velas order is packed with care and dispatched within 3 business days of payment confirmation. During busy periods or for large and custom orders, dispatch may take a little longer - we will always be in touch if that is the case.

Once your order is confirmed you will receive an email from us straight away. As soon as it leaves our hands, a second email will follow with your tracking details so you can follow its journey to your door.

TRACKING YOUR ORDER

We recommend keeping an eye on your tracking updates once your order is on its way. Delivery timeframes are estimates provided by our carrier and may vary for regional and rural addresses.

In the rare event of a delay, lost parcel, or delivery issue, please raise this directly with the carrier using your tracking details. If you need help doing so, please reach out to us and we will point you in the right direction.

Please ensure your shipping address is entered correctly at checkout. Velas is unable to take responsibility for orders that cannot be delivered due to an incorrect or incomplete address.

DAMAGED OR MISSING ITEMS

If your order arrives damaged, please contact us at hello@velas.com.au within 24 hours of receiving it. To help us lodge a claim on your behalf, please include photos of the outer packaging, inner packaging materials, the items as received, and your packing slip. We will take it from there.

Please note that Velas is unable to accept responsibility for loss, theft, or damage that occurs after a parcel has been successfully delivered by our carrier.