Shipping & Returns
Please allow 5-7 business days for the production of your item(s). In the interest of reducing waste we only keep limited stock of each item so yours may need to be made to order. Of course if your item is in stock it will be shipped immediately. If you have a special event or deadline let us know!
Packaging
We carefully package each item to ensure it arrives to you safely. All our packaging is recyclable and some can even be home composted so please dispose of it thoughtfully - check out this blog for more information on how. If your package arrives to you damaged please let us know immediately so we can follow up with our shipping partners.
Shipping within New Zealand
We are currently offering free shipping for all orders over $100 within New Zealand! Orders under $100 will be at a flat rate of $6
All items will be couriered via NZ Post, delivery is usually overnight once shipped but please allow up to 3 days for delivery (particularly if you are rural) and follow the tracking link provided to you.
International Orders
Prices are in NZ Dollars visit www.xe.com for latest rates
All items will be shipped via DHL Express
Any customs, duty or similar charges in the receivers country are the responsibility of the customer.
Australia
- Orders under $250.00 = $25.00 Flat Rate
- Orders over $250.00 = FREE
Asia
- Orders under $250.00 = $30.00 Flat Rate
- Orders over $250.00 = FREE
Rest of world
- Orders under $250.00 = $50.00 Flat Rate
- Orders over $250.00 = FREE
Returns & Exchanges
Please choose carefully because we’d love for you to love your Velvet Heartbeat pieces! if your item is not quite what you imagined we would love to figure out a solution for you. Shipping for returns is at the buyer’s expense and must be by tracked post or courier. Any returned items must be in perfect unused condition. Please contact us as soon as possible and within 14 days to discuss.
You may exchange for a different item, please be aware we can’t offer free international shipping for the exchange so refer to the rates above.
Particular care is taken with each piece we produce to ensure it is of the highest quality. However if there is an issue please contact us as soon as possible and within 14 days so we can work it out.
Repairs
Hey we get it, accessories can be our constant companion and regardless of how well they’re made can take a beating! If your beloved Velvet Heartbeat has seen better days, lets talk and we’ll work out the perfect solution!
