Frequently Asked Questions
Shipping & Delivery
How long does shipping take?
We process all orders within 1–3 business days. Once dispatched, estimated delivery times are:
- Australia: 7–18 business days
- New Zealand: 10–20 business days
- United States & United Kingdom: 10–20 business days
- Canada & Europe: 12–25 business days
Please note these are estimates and may vary during peak periods such as Christmas and sales events.
Do you offer free shipping?
Free shipping thresholds and promotions are updated regularly. Check the banner at the top of our website for the latest offer, or sign up to our email list to be notified of free shipping promotions.
Will I receive a tracking number?
Yes. Once your order is dispatched you will receive a shipping confirmation email with a tracking link. Please allow up to 5 business days after dispatch for tracking information to update in the carrier's system.
Do you ship internationally?
Yes — we ship worldwide. International customers are responsible for any customs duties or import taxes that may apply in their country.
My order hasn't arrived — what do I do?
First, check your tracking link for the latest update. If your parcel shows as delivered but you haven't received it, check with neighbours or your local post office. If your order is genuinely lost, contact us at support@velvetbloom.store and we will arrange a replacement or refund.
Returns & Refunds
What is your returns policy?
We offer a 30-day satisfaction guarantee. If you are not happy with your purchase, you can return it within 30 days of delivery — provided the item is unused, in its original packaging, and accompanied by proof of purchase. Contact us at support@velvetbloom.store to start a return.
My item arrived damaged or faulty — what happens?
We're so sorry to hear this. Please contact us within 7 days of delivery at support@velvetbloom.store with your order number and a clear photo of the item and packaging. We will arrange a replacement or full refund at no cost to you.
Can I return opened skincare or cosmetics?
For hygiene and safety reasons, we are unable to accept returns on opened skincare, serums, lip products, or face masks. If your product is faulty or arrived damaged, please contact us and we will always make it right.
How long does a refund take?
Once your return is received and approved, refunds are processed within 5–7 business days back to your original payment method. Please allow additional time for your bank or card provider to process the credit.
I ordered the wrong item — can I cancel or change my order?
We process orders quickly, but contact us at support@velvetbloom.store as soon as possible and we will do our best to make changes before dispatch. Once an order has shipped, we are unable to redirect or modify it.
Products
Are your beauty devices safe to use at home?
Yes. All of our devices are designed for safe home use and come with usage instructions. We recommend reading the included guide before first use. If you have a skin condition or medical concern, please consult your doctor before using any electronic beauty device.
Do your devices work on all skin types?
Most of our devices are suitable for all skin types. Individual product pages include specific guidance. If you are unsure whether a product is right for your skin type, feel free to contact us before purchasing.
What is the warranty on your devices?
All electronic devices sold by VelvetBloom are covered by our 30-day satisfaction guarantee. If a device develops a fault within 30 days of delivery, we will replace or refund it. For faults that develop after 30 days, please contact us and we will assess the issue on a case-by-case basis.
Are your skincare products cruelty-free?
We are committed to offering cruelty-free products. If you have specific concerns about a product's ingredients or testing practices, please contact us and we will provide as much detail as we can.
My device stopped working — what do I do?
Please check that the device is fully charged and that you are following the usage instructions. If the issue persists, contact us at support@velvetbloom.store with your order number and a description of the issue. We will troubleshoot with you and arrange a replacement if needed.
Orders & Payments
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as additional payment methods displayed at checkout. Payment is processed securely at the time of purchase.
Is it safe to enter my payment details on your website?
Yes. Our store uses SSL encryption and all payments are processed through Shopify's secure, PCI-compliant payment system. We never store your full card details.
I haven't received my order confirmation email — what should I do?
Check your spam or junk folder first. If you still can't find it, contact us at support@velvetbloom.store with the email address you used at checkout and we will resend your confirmation.
Can I use a discount code?
Yes. Enter your discount code in the promo code field at checkout. Discount codes cannot be applied after an order is placed, and only one code may be used per order.
General
How do I contact VelvetBloom?
The best way to reach us is by email at support@velvetbloom.store. We aim to respond to all enquiries within 1–2 business days.
Do you have a physical store?
VelvetBloom is an online-only brand. This allows us to keep our prices competitive and pass the savings on to you.
How do I stay up to date with new products and promotions?
Sign up to our email list to be the first to know about new arrivals, exclusive discounts, and beauty tips. You can also follow us on Instagram and TikTok for daily inspiration and product demos.
I have a question that isn't answered here — what should I do?
We'd love to hear from you. Email us at support@velvetbloom.store and our team will get back to you as quickly as possible.