REFUND & RETURN POLICY
We want you to love what you've ordered. Because our range spans everything from fresh flowers to skincare to homewares, our returns policy differs depending on what you've bought — flowers and gifts are covered separately below. Please read the relevant section before purchasing.
GIFTS:
We don't offer change of mind returns across our full gift range.
Please check the specific returns information on each product page before purchasing, as it varies by item and brand.
Your rights under Australian Consumer Law
Nothing in this policy limits or excludes your rights under Australian Consumer Law (ACL). If a product is faulty, not as described, or doesn't do what it's meant to do, you're entitled to a repair, replacement, or refund, regardless of any product-specific policy stated below.
We don't offer refunds for change of mind, incorrect selection, or simply no longer wanting the item, unless the specific product's listing states otherwise.
Faulty or damaged items
If something arrives faulty, damaged, or not as described:
- Contact us within **48 hours** of receiving your order
- Email **hello@velvetsundaystudio.com.au** with your order number and a photo of the issue
- We'll arrange a repair, replacement, or refund
You don't need original packaging for a faulty item claim. We may ask for proof of purchase (your order confirmation email is fine).
Change of mind returns accepted within **7 days** of delivery, on the following basis:
- The item must be unused and in its original packaging
- Return shipping is at the customer's own cost — please send the item back to our HQ (address provided on request or at checkout)
- Once we've received and inspected the item, we'll process a **credit note or exchange**
- We do not offer refunds for change of mind, under any circumstances
- The product MUST qualify with our change of mind policy (each product will specify if you are able to return based on change of mind, on the product page).
**All other gift boxes & homewares**
Please check the individual product page for the specific policy, as this varies by item.
Limitation of liability — Gifts
To the maximum extent permitted by law, and without limiting your rights under Australian Consumer Law, Velvet Sunday's liability for any claim arising from your gift order — whether for a faulty item, delivery issue, or otherwise — is limited to the repair, replacement, or refund of the relevant product. We are not liable for any indirect, incidental, or consequential loss, including but not limited to loss of profits, loss of business, or loss of opportunity, arising from your purchase or its delivery.
This clause does not exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.
I
Flowers:
Fresh flowers are a living, perishable product, which means the return and refund rules that apply to them are different from our gifts and homewares range.
Your rights under Australian Consumer Law
Nothing in this policy limits or excludes your rights under Australian Consumer Law (ACL). If your flowers are faulty, not as described, or don’t do what they’re meant to do, you’re entitled to a remedy under the ACL regardless of anything else stated below.
We do not offer change of mind returns, exchanges, or refunds on flowers, under any circumstances. As a perishable product, once dispatched or delivered they cannot be resold, so change of mind isn’t something we’re able to offer here.
Natural product variation
Flowers are a natural product grown in the real world, not manufactured to a fixed spec. Seasonal availability, colour variation, bloom size, and stem count may differ slightly from the reference photos shown on our website. Minor variation of this kind is not considered a fault and is not eligible for a claim.
Reporting a genuine issue
If your flowers arrive damaged, wilted, or significantly different from what was ordered:
• Contact us within 24 hours of delivery (flowers decline quickly, so this window is shorter than our other categories)
• Email hello@velvetsundaystudio.com.au with your order number and clear photos of the flowers taken immediately upon receiving them, still in their original packaging
• We’ll assess the claim and, where a genuine fault is confirmed, offer a replacement or credit note
Claims made after 24 hours, or without photos taken at the point of delivery, generally can’t be assessed or accepted, since we have no way to verify the condition flowers were in when they arrived versus what’s happened since.
What isn’t covered
Once your flowers have been delivered (or left in accordance with delivery instructions, see below), we’re no longer able to control how they’re stored or cared for. The following are not eligible for a refund, replacement, or credit:
• Flowers left outdoors, in direct sun, in a hot car, or in extreme temperatures after delivery
• Flowers not placed in water within a reasonable time of delivery
• Natural wilting that occurs after the standard vase life of the variety ordered has reasonably elapsed
• Damage caused by the recipient’s handling, storage, or care after delivery
• Delays or delivery issues caused by an incorrect or incomplete address supplied at checkout
Delivery & authority to leave
Flowers are local delivery only and cannot be sent via Australia Post.
If no one is available to receive the delivery, our courier may leave the order in a safe, shaded location at the delivery address, unless you’ve provided different instructions at checkout. When flowers are left at the door, a photo is taken at the time of delivery and texted to the sender as confirmation of delivery and condition. This photo serves as evidence of the state the flowers were in at the point of drop-off.
Once an order has been delivered or left in accordance with your instructions, responsibility for its condition transfers to the recipient, and Velvet Sunday is not liable for damage occurring after that point.
We recommend providing clear delivery instructions (e.g. “leave in shaded porch area”) and, where possible, choosing a delivery date and address where someone will be available to bring flowers inside promptly.
Limitation of liability — Flowers
To the maximum extent permitted by law, and without limiting your rights under Australian Consumer Law, Velvet Sunday’s liability for any claim arising from your flower order — including for a faulty, damaged, or delayed delivery — is limited to the replacement or credit note of the relevant product. We are not liable for any indirect, incidental, or consequential loss, including but not limited to loss of profits, loss of business, or loss of opportunity, arising from your purchase or its delivery.
This clause does not exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Questions before you buy
If you’re unsure which policy applies to a specific item, or you’re ordering for a time-sensitive occasion, email us at hello@velvetsundaystudio.com.au before purchasing and we’ll clarify.
