Refund policy
Cancellation or Change of Mind
Our gift boxes are dispatched within 1-4 business hours of the order being received. If an error has been made or if you wish to cancel the order, please contact us immediately at returns@velaestate.com.au (business days, 9 am-5 pm AEST).
Orders cannot be amended or canceled once they have been dispatched and are with our couriers for delivery. If the order includes perishable items, amendments are limited once they have been processed at checkout.
In the rare event that you or your recipient are not happy with the gift box or its contents, you may return the gift box in the same condition it was received. Please include the original order number within the package.
Contact our Customer Service Team at returns@velaestate.com.au to notify us that the gift is on its way back and indicate how you would like the return to be processed:
- Exchange for another item (shipping charges will apply)**
- Store credit for future use^
- Refund to the original method of payment^
We will email you once the item has been received at our warehouse and the return has been processed. If we do not receive your return preference, store credit will be applied to your account^.
If the gift box has left our warehouse but has not yet been delivered, it will need to be delivered to the recipient and then returned to us, as we are unable to redirect an order already in transit.
Returns must be received within 30 days of the original date of dispatch.
Gift boxes containing personalised items may only be exchanged at our discretion and solely based on the extent of the damage.
Due to the perishable nature of some contents, such as consumable items, refunds or exchanges are not available for these products.
Damaged or Faulty Items
At Vela Estate, we are committed to the quality and presentation of our gift boxes. In the event that an item arrives damaged or faulty, please contact our Customer Service Team at returns@velaestate.com.au within 7 days of receiving the item.
To help us assess the issue, please provide photos of the damaged product and its packaging. Our team will work with you to determine the best resolution, which may include:
- Sending a replacement gift box or item
- Issuing store credit
- Processing a refund to the original payment method
In some cases, we may require the damaged or faulty item to be returned to us for assessment. Refunds will be processed within 7 business days of confirming the return.
Gift Returns
If an item was marked as a gift when purchased and shipped directly to the recipient, the same returns process applies. Store credit or a replacement item will be offered for damaged items.
Please email returns@velaestate.com.au with the recipient's name, address, and photos of the damaged item.
How to Return an Item
All returns must be communicated with our Customer Service Team before sending items back to us. Returns sent without prior communication may not be accepted.
Once approved, you will be provided the returns address.
If you are shipping an item over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Please note: Customers are responsible for the cost of shipping returned items unless the return is due to damage or fault.
** Exchange for another item: If you choose to exchange an item, any associated shipping costs for the replacement will be billed to you.
^Store credit: Store credit will be issued to your Vela Estate account for the full value of the returned item.
^Refund to the original method of payment: Refunds will be processed back to the card or account used for the original purchase.