Shipping policy
This Shipping Policy applies to orders placed through velvetcaviarx.shop.
We aim to provide customers with clear and transparent information regarding delivery costs, estimated delivery times, tracking, address changes, delayed packages, lost shipments, and delivery-related problems.
Free Standard Shipping
All orders placed through velvetcaviarx.shop receive FREE standard shipping.
There is no standard delivery fee for eligible orders completed through our website.
Estimated Delivery Time
Our estimated standard delivery timeframe is:
15–20 days
The estimated timeframe includes normal order preparation and transportation under ordinary operating conditions.
Delivery times are estimates and may occasionally be affected by events outside our reasonable control.
Order Processing
After an order is successfully placed and payment is confirmed, the order will enter processing.
During processing, we may:
- confirm payment;
- verify order information;
- prepare purchased products;
- perform fraud or security checks where appropriate;
- package the order; and
- arrange collection by the relevant shipping provider.
Customers will receive available order or shipping information using the contact details supplied at checkout.
Tracking Information
Where tracking is available, tracking information will be provided after the shipment has been dispatched.
Tracking information may require some time to become active after the carrier receives the shipment.
A tracking status that temporarily shows limited information does not necessarily mean the shipment has stopped moving.
Delivery Delays
Although our normal estimated delivery timeframe is 15–20 days, occasional delays may occur because of factors such as:
- severe weather;
- transportation disruption;
- carrier congestion;
- peak shopping seasons;
- public holidays;
- natural disasters;
- customs procedures where applicable;
- incorrect delivery information;
- remote delivery destinations; or
- other events beyond our reasonable control.
If your order has substantially exceeded the expected delivery period, please contact us so we can review the shipment status.
Australian consumers may have rights where paid-for products are not supplied as agreed, depending on the circumstances and applicable consumer law.
Correct Delivery Address
Customers are responsible for providing complete and accurate delivery information at checkout.
Please check:
- recipient name;
- street address;
- apartment or unit number;
- suburb;
- state or territory;
- postcode;
- country; and
- applicable contact information.
If you notice an address error after ordering, contact us immediately at:
We will attempt to update the address where operationally possible.
Once an order has been dispatched, we cannot guarantee that the carrier will be able to redirect it.
Failed Delivery
Where a carrier cannot complete delivery because the address provided by the customer is incomplete, inaccessible, or incorrect, the parcel may be returned, redirected, or held according to the carrier's procedures.
If a shipment is returned to us, contact us so we can determine the appropriate next steps.
This does not limit any rights or remedies that apply where the delivery failure was caused by us or our service provider.
Lost Packages
If tracking indicates that a shipment has not progressed for an unusually long period or appears to have been lost in transit, please contact us.
We may investigate with the relevant carrier.
Where the circumstances create an obligation to provide a replacement, refund, or other remedy under Australian Consumer Law, we will comply with that obligation.
Damaged Parcels
If a package arrives visibly damaged, we recommend taking photographs of the external packaging and the affected products.
Contact:
Please provide:
- your order number;
- photographs of the parcel;
- photographs of the damaged item; and
- a description of the problem.
If the product is faulty, damaged, unsafe, materially different from its description, or otherwise does not meet applicable consumer guarantees, Australian Consumer Law remedies may apply.
Incorrect Items
If you receive an item different from the product ordered, contact us promptly and include your order number and photographs.
Where an error occurred in fulfilment, we will review the matter and provide an appropriate solution in accordance with our policies and applicable law.
Multiple Parcels
An order containing multiple products may occasionally be delivered in more than one parcel.
As a result, products from the same order may arrive separately.
Receiving only part of an order does not necessarily mean the remaining items have been lost.
Order Changes and Cancellations
If you wish to change or cancel an order, contact us as soon as possible.
We cannot guarantee changes or cancellation after order processing has begun.
Once an order has been dispatched, customers may need to follow our Return and Refund Policy.
Returns
Do not send a product back to an address shown on a shipping label without first contacting us.
Return instructions may differ from the original shipping information.
For a return request, contact:
Our Return and Refund Policy explains the applicable conditions for change-of-mind returns, faulty goods, exchanges, refunds, and Australian Consumer Law remedies.
Australian Consumer Guarantees
Nothing in this Shipping Policy excludes or limits any rights or remedies available under the Australian Consumer Law.
Online customers retain applicable consumer guarantee rights against the seller of the goods, and store policies cannot remove rights that the law makes mandatory.
Contact Us About Delivery
For shipping or delivery assistance:
Business Name: velvetcaviarx.shop
Email: info@velvetcaviarx.shop
When contacting us, please provide your order number and a description of the shipping issue so that we can investigate efficiently.
Last Updated: 15 August 2026
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