Delivery & Returns
SHIPPING AND DELIVERY POLICY
Pre-Order Information
At Velwel Care, we occasionally run out of stock before our next shipment arrives at our fulfillment center. In such cases, we make our products available for pre-order, indicating the expected arrival date in brackets next to the product name. Assuming timely stock arrival, all orders will be dispatched to our customers on the specified date.
Shipping and Delivery Process
Once you place an order, our dedicated team carefully selects and packages your items. Please allow up to 72 hours for order processing. We ship orders when all items are ready for dispatch, meaning that if your order contains a pre-order item, we'll wait until that item is available before shipping the entire order.
You can typically expect your parcel to arrive within two (2) to eight (8) business days, and the delivery method may vary depending on the order type. Upon shipment, you will receive a confirmation email containing a tracking number. Please note that tracking information may take up to 24 hours to appear.
Delivery times are contingent upon stock availability. If a product displays a specified "sent" date in brackets, it is a pre-sale purchase, and you can expect delivery within two (2) to eight (8) business days from that "sent" date, provided the stock arrives as anticipated at our warehouse.
If your order doesn't arrive within eight (8) business days, please contact us at help@velwelcare.com, and we will follow up with the courier. We ensure secure delivery by requiring a signature upon receipt. If you choose to authorize a "leave in a safe place" arrangement with our courier, we relinquish responsibility for the package. If you're unavailable to sign for the parcel, it will be rerouted to the nearest courier depot, where you can collect it or arrange for re-delivery at an additional charge.
Tracking Your Order
Great news! Your order is on its way. Once we hand your order to the courier, you will receive a shipping confirmation email with a 'Track Order' button. This button will direct you to the courier's website for real-time tracking updates.
If you haven't received a shipping confirmation email yet, it's likely because your order includes a pre-order item, as indicated during the initial purchase. Please refer to your original order confirmation, as you won't receive a shipping confirmation until the pre-order date, when the item is expected to reach our warehouse.
Insured Shipping
Despite our best efforts, delivery issues can occasionally occur. If your package encounters problems like loss or non-delivery, we can initiate an inquiry to track it down. If you opt for insured shipping and we confirm the loss or theft of your item after investigation, we'll promptly send a replacement. Without insured shipping, we cannot guarantee a replacement for stolen items.
Missing or Delayed Orders
If you suspect your order is lost during transit, please remember that our couriers typically require two (2) to eight (8) business days for delivery. In cases where there may be delays, your tracking number might indicate a 'delayed' delivery date. If your item hasn't arrived within ten (10) business days, reach out to us at support@velwelcare.com, and we'll launch an investigation.
Please note that once we hand your item to the courier, it's in their hands. While we understand that delays can be frustrating, we'll assist in contacting the courier on your behalf to resolve any issues as quickly as possible.
Changing Your Shipping Address
If you need to update your shipping address and your order hasn't shipped yet, please email us at support@velwelcare.com with the new details and your order number. However, please note that we can only deliver to the address you provided when placing your order. Incorrect addresses provided by the customer are not our responsibility, so be sure to double-check your address.
International Shipping
Although we originated in Australia, our products are cherished worldwide!
Returns Policy
We offer free returns within 30 days from the date of your order's delivery/receipt. However, not all items are eligible for return. Any products excluded under our return policy will be clearly marked on product pages and/or during checkout.
To qualify for a return:
- Initiate the return and send the item(s) via post within 30 days of your order's delivery/receipt.
- The item(s) were not labeled as "Final Sale" or "Non-Returnable" at the time of purchase unless they are faulty.
- Return the item(s) in their original packaging and in 'as new' condition, including attached swing tags, shoe boxes, ribbons, and specialty packaging.
- Provide a photo of your item(s) before shipping so we can assess the condition.
Please note that if you request a refund for a bundle, the bundle pricing no longer applies. The items you retain will be charged at the current sale price, and the refund will be calculated accordingly. Please email support@velwelcare.com to initiate your return.