Shipping & Returns

SHIPPING

To ensure that your parcel will be safely delivered to you, we only use a signature required courier service. Please provide a daytime delivery address where someone will be available to receive your delivery, alternatively if you are not home at time of delivery, a Card to Call will be left in your letterbox.

Your items should arrive to a New Zealand address within 3 working days (Mon-Fri) upon receipt of order and payment. Rural deliveries may take an additional 1-2 working days.

We have FREE shipping on all non-sale items above $295. For all other items we have a flat rate courier charge of $10 anywhere within New Zealand.

RETURNS & EXCHANGE

FULL PRICED ITEMS

If you are not satisfied with the sizing you have selected, Velvet Steps will refund the cost of full priced item/s, provided:

  • The goods are in their original condition. This means that clothing has all tags attached, item is unwashed and unworn, footwear are in their box and unworn.
  • All purchases become final within ten days of you receiving the order.
  • It is essential to contact us enquiry@velvetsteps.co.nz or phone +64 (7) 572 2971 within 10 days of you receiving the goods, to notify us of your intent to return your purchase. Please include your reasons and/or exchange/refund requirements.
  • We suggest you select an insured shipping or postage method. You are responsible for the product until it reaches us.
  • Velvet Steps does not accept responsibility for packages we do not ship ourselves.
  • All return shipping costs are to be paid by the customer.

Step 1: Contact us (enquiry@velvetsteps.co.nz) within 10 days of you receiving the goods to notify us of your intent to return your purchase and if you are exchanging for another size.

Step 2: Make sure your returns are securely and appropriately repackaged with a note to tell us why you are returning and send to the below address:

VELVET STEPS
180 MAUNGANUI ROAD, MT MAUNGANUI 3116,
NEW ZEALAND
+64 (7) 572 2971

Step 3: Email us your tracking reference number.

Step 4: We will notify you via email once your return has been processed.

Returned purchases must be received by Velvet Steps within 7 days of making contact with us wishing to return your item/s.

Refunds will be credited back into the same account within 5 business days of receiving the item/s, unless you are exchanging for another size.

SALE ITEMS

No refunds or exchanges on sale items but if it is faulty we will do our best to fix it or replace it. In the case of receiving a faulty sales item, returns will be handled in the same manner as for non-sale items.

FAULTY PRODUCTS

If you believe the item you purchased from Velvet Steps is faulty, please contact us immediately (within 10 days of your purchase) so we can put aside a replacement. Once we have received the item we will repair, replace or refund the item. The courier cost for returning the faulty item will be credited to you.

Contact us: enquiry@velvetsteps.co.nz or +64 7 572 2971.

We reserve the right to repair prior to providing a full or partial refund.

Velvet Steps will not replace items due to incorrect washing or have clearly been damaged because of wear and tear.

STOCK AVAILABILITY

In the unlikely event that an ordered item is not available or we are unable to fulfill your order we will notify you within 3 business days to arrange an agreeable alternative item or a full refund.