Returns & refunds

Changed your mind? Eligible unworn items can be returned within 30 days of delivery. Your rights under Australian Consumer Law still apply.

1. Return conditions

• Items must be unworn, unwashed and returned with original tags and hygiene seals intact.
• Shoes must be tried on indoors and returned in their original box.
• For hygiene reasons, underwear, pierced jewellery and opened beauty items cannot be returned for change of mind.
• Final-sale items are not eligible for change-of-mind returns unless faulty.

2. Refunds and exchanges

Approved returns are refunded to the original payment method. Original shipping charges and return postage are not refundable for change-of-mind returns. If stock is available, you can request a size exchange instead.

3. Faulty or incorrect items

If an item arrives faulty, damaged or incorrect, contact us as soon as possible with your order number and clear photos. We will provide a replacement, repair or refund as required by Australian Consumer Law and cover reasonable return postage.

4. Starting a return

Email support@vellavi.com.au or use the contact page with your order number, item and reason. Do not send a return until you receive return instructions.

5. Processing time

We aim to inspect returns within five business days of arrival. Your bank may take additional time to display an approved refund.