Shipping Policy
At Vellhaven, we aim to provide a seamless and efficient shipping experience. We currently ship only within Australia. Orders ship from our warehouse at 11 Antares St, Southern Cross WA 6426, Australia.
Shipping times
| Location | Processing time | Shipping time | Max delivery time |
|---|---|---|---|
| Australia | 48 hours | 5–9 working days | 9 working days |
Delivery times are estimates. While we strive to meet these timelines, delays caused by courier issues or peak seasons are beyond our control. If your order isn't delivered within 30 days, contact us and we'll work with you on a fair solution — resending the product, awaiting the delayed shipment, or a discount on a future order.
Delivery responsibility
- Please provide accurate shipping information at checkout — we aren't responsible for packages lost due to incorrect or incomplete addresses.
- If a package is delayed more than 30 days or confirmed lost, we'll work with you on a resolution.
- In the event of unforeseen circumstances (natural disasters, strikes, courier delays), delivery timelines may be extended.
Tracking your order
Once your order ships, you'll receive a tracking number by email. Tracking updates may take up to 2 business days to appear. Orders with multiple items may ship in separate packages with separate tracking numbers. No update after 2 business days? Email info@vellhaven.com.
Damaged or defective items
Notify us within 7 days of receiving a damaged item at info@vellhaven.com, including your order number, clear photos of the damage, and a brief description. We'll respond within 5 business days with a free replacement at no extra cost. Please keep the item and its packaging until the issue is resolved.
Right of withdrawal
You may withdraw from your purchase within 14 days of receiving your order, provided the product is unused and in its original packaging, and returned at your own cost to the address we provide. See our Return & Refund Conditions for instructions.
Contact
Vellhaven
Warehouse: 11 Antares St, Southern Cross WA 6426, Australia
Email: info@vellhaven.com
