Frequently Asked Questions

There are a number of questions we get all the time, about our products, the brand or ethical fashion in general, so we’ve tried to put them all in one handy place here. If you think we’ve missed something or you need additional help please contact us

Shipping & Delivery

To make sure we are not creating more than we need to, some items may need to be made to order. If your item is in stock it will ship within a day, if it is made to order we usually try to aim for 5-7 business days for production but will send sooner if we can.

Need something in a hurry for a gift or event? talk to us about it and we'll see what we can do to meet your deadline

Shipping rates can vary depending on your region, for full details please visit our Shipping & Returns page

Free shipping is available on all New Zealand orders over $100 automatically. International orders can get free shipping on all orders over $250 NZD!

Yes, we ship our products all over the globe using DHL Express

You will be sent a confirmation email with a tracking number to the email address you provided (check your spam folder just in case), please let us know if you don't receive the email confirmation or you are concerned that your package is lost.

Making Changes

No problem, just talk to us as soon as possible and we will be able to help

Happy customers are our favourite kind of customers, if you are interested about making small hardware or fabric changes get in touch and we'll see what we can do!

We would love to discuss any changes we can make to ensure our products are easy for everyone to use! This can include things like zips with loop pulls, clip on straps, and plenty of things I'm sure we haven't thought of - we're happy to work with you to find the easiest options to make our products work for you - get it touch to talk with us

Occasionally! It isn't something we advertise as there often isn't spare time in the workroom to devote to custom orders, however just ask, we might have some spare time or you might just have something in mind that we can add to our main collection!

Returns & Repairs

We don't usually offer returns based on change of mind but we do love happy customers, so if your order arrives to you damaged or you have other concerns it is important that you contact us as soon as possible to discuss how we can remedy the situation - check out our shipping & returns page for further details

Please let us know as soon as possible, we can usually organise compensation from our shipping partners for any damage incurred during the shipping process. There is usually only a two week window available to make a claim though so the sooner you can let us know, the better!

Yes! We understand sometimes you might wish you picked a different item, or you were given a gift that is not quite it! We'd love to make sure you receive your perfect Velvet Heartbeat piece, so contact us as soon as possible to discuss - check out our shipping & returns page for further details

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.

Yes! We'd love to know that our products are not going to end up in landfill because they are damaged or just need a little refresh. We take the utmost care in making them as strong and durable as possible but accessories can take a beating when we carry them around every day. Talk to us about what needs repairing and we'll work it out!

Other things

Some of our bags have a fixed strap length meaning they aren't adjustable, we do want your bag to sit in a comfortable spot on your body whether you are petite, tall, curvy or somewhere in between, and be sure it sits in a good position when you wear it on one shoulder or cross body.

When you place your order for these bags you can select Petite, Mid or Tall/Plus and the strap length measurements are provided for each style. If you're not sure which is best, grab a bag you already own and love and measure the length of the strap to guide you. If you'd like a custom length let us know, we have made much shorter and much longer straps for our customers so we are happy to make your new bag fit you perfectly!

We carefully select the nicest plant based leather alternatives, natural fibres and deadstock to bring you beautiful pieces that won't compromise your values.

Check out this handy guide to all the beautiful textiles we use

99% of our products are made in-house at our sunny Auckland, New Zealand studio! Any other items are ethically made locally by talented makers we know and trust.

All our makers are paid above the living wage. You can read more about our values here.

We also stock a small curated range of accessories from a few brands around the world. These brands are all carefully selected to ensure their production methods, materials and values meet the same high standards we set for ourselves.

Not yet but we do have a few stockists and often have events where you can view our products in person. If you want to be sure you can see a certain product contact us to discuss!

Do you have any other questions? Drop us a line...