Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@velvetglowhaus.shop. Please note that returns will need to be sent to the following address: [PO Box 2002, Melton South VIC 3338] 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at hello@velvetglowhaus.shop.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@velvetglowhaus.shop.

Our Commitment: We want you to love your purchase. If something isn't right, we're here to help.

Returns We accept returns within 14 days of delivery for items that are unused, unopened, and in their original packaging. Due to hygiene reasons, the following items are final sale and cannot be returned:

• Makeup and cosmetics (once opened or used)
• Lashes
• Hair accessories (once opened)
• Wigs (unless faulty or incorrectly sent)

How to Request a Return: To initiate a return, please contact us at [your email address] within 14 days of receiving your order. Include your order number and reason for return. We will respond within 2–3 business days with instructions.

Refunds Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 business days.

Exchanges: We do not offer direct exchanges. If you'd like a different item, please return the original and place a new order.

Faulty or Incorrect Items If you received a faulty, damaged, or incorrect item, please contact us within 7 days of delivery with photos, and we will arrange a replacement or full refund at no cost to you.

Return Shipping Costs

• Australian customers: Return shipping is at the customer's expense unless the item is faulty or incorrectly sent.
• International customers: Return shipping costs are the customer's responsibility. We recommend using a tracked service, as we cannot be held responsible for lost returns. Original shipping fees are non-refundable.

• EU Right of Withdrawal

  If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires. You can do this by submitting a return request directly through your order confirmation page.

  Once your withdrawal is accepted, we will refund the original purchase price. Please note that return shipping costs are your responsibility, and a return shipping fee will be deducted from your refund. Refunds will be issued within 14 days of receiving the returned goods.

  Please note that the right of withdrawal does not apply to sealed goods that are not suitable for return due to health or hygiene reasons if the seal has been broken after delivery (for example, opened cosmetics or skincare products).

Non-Returnable Items

• Sale or discounted items
• Gift cards
• Opened cosmetics and beauty products

hello@velvetglowhaus.shop