Refund Policy

We do not accept returns or refunds for change of mind. Please choose carefully before completing your order — orders begin processing immediately and cannot be cancelled or amended once placed.

If your item arrives broken, damaged, or faulty, contact us within 7 days of delivery with photos of the item and its packaging. We'll arrange a replacement or refund.

Shipping Protection is an optional add-on at checkout. It doesn't change what you're entitled to — it changes how fast we can resolve it.

What it covers

If a bottle arrives damaged, or your parcel doesn't arrive at all, contact us within 7 days of delivery — or within 7 days of the estimated delivery date if it never arrives — and we'll resend or refund the same day. No claim forms, no investigation, no waiting.

What isn't covered

Damage to the outer box on its own. Boxes take knocks in transit; what matters is the bottle inside. If the bottle is intact and working, the order is considered delivered in good condition. Theft after delivery is also not covered.

Without Shipping Protection

You're still covered — we'll always make it right, and your rights under the Australian Consumer Law apply either way. The difference is speed. Without protection we have to open a trace with the carrier first, which takes 2–3 weeks before we can replace or refund.

Every fragrance is sourced from authorised distributors and carries a verifiable manufacturer batch code. If you believe an item is not genuine, contact us — we will investigate and, if confirmed, refund you in full.

How lost-parcel claims are handled — including the difference with and without Shipping Protection — is set out in Shipping Protection above.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

The fastest way to request a refund is through your Velour account:

1. 1Go to your account using the menu in the top right of the site.
2. 2Click My Orders.
3. 3Find the order you want to refund.
4. 4Click "Request Refund" on that order.
5. 5Select your reason from the list provided.
6. 6Upload evidence — minimum 1 photo, maximum 5 (e.g. photos of the item or damage).
7. 7Submit your request. We will review it within 2–3 business days and email you the outcome.

If you checked out as a guest, please use our Contact page to request a refund, as guest accounts don't have order history in My Orders.

Return shipping costs are the responsibility of the customer unless the item is damaged, faulty, or not as described. Original shipping costs are non-refundable unless otherwise stated in your refund approval.