Shipping, Exchange & Returns
Custom Garments
Because custom pieces are made to your specifications, all sales are final and no returns are accepted, except in the case of a manufacturing defect.
If you believe your custom piece is defective, notify us in writing at hello@velovia.com.au within 14 days of delivery, including your order number and photos.
You'll be responsible for securely packing and returning the item, and we'll arrange a repair or replacement once we've confirmed the fault.
Because your apparel is custom-made to order, we cannot accept returns due to sizing or fit preferences.
However, our goal is your total satisfaction. If you receive an item with a manufacturing defect, please let us know immediately. We will work with you to replace the item and ensure it’s made right.
You have 14 days from delivery to return an item.
To qualify, items must be:
- In their original condition
- Unworn, unwashed, unaltered, and Unmarked
- With all original tags attached
- In their original packaging
To start a return, email us at hello@velovia.com.au with your order number.
Return shipping costs are the customer's responsibility, and we recommend using a trackable parcel service. VeloVia isn't responsible for items lost in transit.
If anything's not right with your order, get in touch at hello@velovia.com.au with your order number and we'll sort it out.
Note: if your order was delivered outside Australia and you paid import duty, any refund of that duty needs to be claimed directly with your local customs authority, typically with proof of payment and proof of return.
Shipping
VeloVia ships to our workshop in Perth, Western Australia. We use DHL as our courier, so delivery times depend on DHL's service levels for your destination.
We aim to dispatch orders received before [cut-off time] on business days, however during european holiday periods, dispatch may take longer than usual.
Once your order has been dispatched, we'll send you a confirmation with tracking details so you can follow its progress.
Warranty
All VeloVia garments are covered by a manufacturer's warranty against defects in materials and workmanship. If something fails under normal use and you believe it's a genuine warranty claim, contact us at hello@velovia.com.au as soon as possible with your order number and photos of the issue.
Depending on the fault, we may repair or replace the item rather than offering a straight swap, so please don't assume replacement is automatic. Where a delay occurs beyond our control, we'll let you know and do what we can to keep turnaround short.
For hygiene reasons, we ask that any garment sent back to us be washed beforehand.
Returns
Because your apparel is custom-made to order, we cannot accept returns due to sizing or fit preferences.
However, our goal is your total satisfaction. If you receive an item with a manufacturing defect, please let us know immediately. We will work with you to replace the item and ensure it’s made right.
You have 14 days from delivery to return an item.
To qualify, items must be:
- In their original condition
- Unworn, unwashed, unaltered, and Unmarked
- With all original tags attached
- In their original packaging
To start a return, email us at hello@velovia.com.au with your order number.
Return shipping costs are the customer's responsibility, and we recommend using a trackable parcel service. VeloVia isn't responsible for items lost in transit.
If anything's not right with your order, get in touch at hello@velovia.com.au with your order number and we'll sort it out.
Note: if your order was delivered outside Australia and you paid import duty, any refund of that duty needs to be claimed directly with your local customs authority, typically with proof of payment and proof of return.
Contact Us
Questions about your order, a return, or a warranty claim?
Email hello@velovia.com.au with your order number and we'll help you out.