Terms

Privacy

Any information you have given us will remain private. We will not give any of your details to anyone.

Purchasing

You can either buy online using your credit card or feel free to email, phone, or pop in to the shop. We also accept internet banking payments if you don’t have a credit card but you will need to phone us for that option.

All prices are shown in NZD, include GST and are per item, unless otherwise specified.

Payment

We accept MasterCard and Visa (and direct credit from a NZ bank account where agreed). Your credit card details are fully encrypted within our processing system, and are processed by well known and trusted credit card processing companies Stripe and Google Pay.

Packaging and Delivery of Your Order

Every care is taken with packaging your order so you can feel confident that your order will arrive unbroken and undamaged. We pride ourselves in getting your order to you or the recipient without damage, however please check upon receipt by the courier and advise immediately (by phone or email) if there is a problem.

Many of our items are hand-made and therefore will vary slightly. We will aim to provide you with items as close as possible to your request. If appropriate please specify colour and design choices when ordering.

Please also specify whether you want your items to be gift-wrapped (this is a free service), and if you want a small message from you on a gift tag (cost $2.80).

For delivery within NZ, you will be advised of the delivery costs at check out. Please contact us (by phone or email) if this is not the case. You should receive your order within 3-7 working days.  Please allow an extra 2 working days for rural delivery.  If the product is not in stock we will advise on availability and delivery immediately. We do not offer delivery outside of NZ. All addresses should be physical addresses (no PO Boxes) and those most likely to have someone there to receive.

If your delivery is urgent, please phone Julie at Velveteen before your order is placed +64 21 684 886 , so we can ensure this is organised for you and the correct freight is applied.

Returns Policy and Damaged or Faulty Goods

Goods may be returned only if they are defective, or unfit for purpose. They must be returned to Velveteen within 14 days of purchase, accompanied by proof of purchase. They must be returned in the original packaging and in the same condition you received them in.  All return courier costs will be your responsibility. Goods are not eligible to be returned if they have been damaged by the receiver.  We ask that you check and sign for all goods on receipt as we cannot be held responsible once the chain of custody is broken.

Please note that Consumer Law in New Zealand states: Retailers do not have to refund goods, if customers have changed their minds. Orders can be cancelled at any stage of the checkout process before the payment is made. Please read the descriptions and titles carefully as once payment is made it means that you were completely happy with the product(s) at the time of purchase.

For accepted returns, in the first instance we will offer an in store credit/voucher valid for 12 months. We reserve the right to repair or replace goods being returned because of a manufacturing fault. Please contact us straight away (by phone or email) if you are unhappy with your order as we want to assist you with any issue immediately. Velveteen will cover any additional shipping or handling fees for replacement.

Contact Details

Velveteen

Shop 2, 43 Melanesia Road

Kohimarama

Auckland 1071

 

julie@velveteen.co.nz

+64 21 684 886