Shipping and returns

Draft for review. Placeholders in square brackets are still to be confirmed.

How your order reaches you, and what to do if you need to send something back.

This page covers orders placed on vellum.au. If you bought on Amazon AU, Amazon looks after delivery and returns, and its policies apply instead.

Shipping

Where

Australia only. We can’t ship overseas.

Cost

[Flat shipping rate] per order. Free when your order reaches [Free shipping threshold]. Shipping is shown at checkout, before you pay.

Dispatch

Within [Dispatch time] of your order.

Carrier

[Carrier]

Tracking

We email you tracking details once your order is dispatched.

Prices on the site are in Australian dollars (AUD) and include GST.

Delivery times

The delivery estimate at checkout is a guide, not a promise. Parcels can be slowed by weather, public holidays and busy periods. If your order is taking longer than you expected, email us with your order number and we’ll follow it up with the carrier.

Your delivery address

Please check your address before you pay. Once an order is dispatched it may not be possible to change the address. If a parcel comes back to us, email us and we’ll work out the next step with you.

Changes and cancellations

Email hello@vellum.au as soon as you can. If your order hasn’t been dispatched, we’ll do our best to change or cancel it.

Lost parcels

If your parcel doesn’t arrive, email us. We’ll look into it with the carrier and, if it can’t be found, send a replacement or refund you.

Returns

If you’ve changed your mind

You can return a product for a refund if it is unopened and unused, with the seal and packaging intact, and you tell us within [Returns window] of delivery.

Who pays return postage for a change-of-mind return: [Return postage]

Once we’ve received and checked the product, we’ll refund the price you paid for it to your original payment method. Your bank may take a few days to show the refund.

Opened or used products

For hygiene reasons, we can’t accept change-of-mind returns on cosmetics that have been opened or used. This doesn’t limit the rights described below.

Faulty, damaged or not as described

Our goods come with guarantees that can’t be excluded under the Australian Consumer Law. If a product is faulty, damaged or not as described, you’re entitled to a remedy. It doesn’t matter whether the product has been opened, or whether you’re inside the [Returns window].

• For a major failure, you’re entitled to a replacement or a refund, and to compensation for any other reasonably foreseeable loss or damage.
• If the goods aren’t of acceptable quality and the failure isn’t a major one, you’re entitled to have them fixed or replaced.

Your rights under the Australian Consumer Law always apply. Nothing on this page limits them.

Damaged in transit

If your order arrives damaged, take a photo of the item and its packaging and email us with your order number as soon as you can. We’ll send a replacement or refund you, and we’ll cover the cost of doing so.

How to start a return

1. Email hello@vellum.au with “Return” in the subject line and your order number.
2. Tell us which products and why: changed your mind, faulty, damaged, or not what you ordered. For faulty or damaged products, add a photo.
3. We’ll reply with the next steps and where to send it. Please don’t post anything back before you’ve heard from us.
4. Once we’ve received and checked it, we’ll refund you or send a replacement.

Bought on Amazon?

Orders placed on Amazon AU are delivered and returned through Amazon. Contact Amazon through your Amazon account. If you have a question about the product itself, we’re happy to help at hello@vellum.au.

Contact

Questions about shipping or returns? Email hello@vellum.au. See also our FAQ and our terms of sale.

Business

Vellum Skincare

ABN

[ABN]

Address

[Business address]