Customer Service
- Shipping & Delivery
- Returns & Exchanges
- Orders & Payment
- Privacy
- Terms & Conditions
Shipping & Delivery
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Velvet Fox uses Express Post delivery services to ensure your purchases arrive securely and efficiently and we charge a standard fee of $9
What is Express Post?
Express Post is the economical next business day delivery service for letters, documents and parcels. Next business day delivery is guaranteed* to all street addresses and post office boxes within the Express Post Next Business Day Network, if posted on a business day Monday to Friday in accordance with conditions set out on Express Post items.
International Deliveries
At this stage Velvet Fox does not deliver to countries outside of Australia except for New Zealand. At the moment we use Air Mail for New Zealand and orders can take 3 to 7 business days with a cost of $20. If there is a demand from other overseas customers Velvet Fox will endeavour to include this in our services.
- Returns & Exchanges
We strive to make your online experience an enjoyable and easy one and are confident you will be mad for your Velvet Fox clothing or accessory purchase. However, if you are seeking a refund or an exchange, please email us first at admin@velvetfox.com.au stating your reason and on receipt of your email we shall advise you of the next step to take. (We will not take any responsibility for returned goods without first emailing us.) Once we have inspected your returned clothing or accessory purchase and we have agreed to a refund we will credit your payment or provide you with a store credit excluding delivery charges.
However note the following:
1. Any clothing or accessory item purchased online for refund or exchange must be unworn, unwashed and have the original tags still attached. For health reasons this excludes hosiery and ear rings.
2. All returns and exchanges must be made within 14 days of order date.
3. If the clothing or accessory item you want to return was on sale we will only provide you with a store credit or you may exchange your item for an item at Velvet Fox for the same value.
4. The only acceptance of a refund on a sale item is if the item is deemed faulty.
5. If we approve a refund or exchange you must include with your item your receipt, postal address and phone number.
6. When returning goods we suggest you send back via a traceable method e.g. Express Post. This is your responsibility to make sure your item reaches us at our PO Box 374, Hampton, Victoria, 3188.
7. When we have agreed on an exchanged item, Velvet Fox will charge our standard delivery fee for your item.
Exchanges
Velvet Fox cannot guarantee that if you want to exchange your original clothing or accessory purchase we will have your second choice available. Our stock is seasonal and therefore limited. Again as with a refund, please email us first at admin@velvetfox.com.au and refer to points 1 to 7 above.
- Orders & Payment
You can buy online 24 hours a day.
After you place your order, an e-mail confirmation including an order number, will be sent to the e-mail address that was entered on your order form. Once your payment has been approved, your order will be packed and dispatched and you will be notified by email
Payment Methods:
You will be promted during the check-out process to select your preferred payment method.
Australian customers can pay by credit card, direct deposit, paypal at the Velvet Fox online store, using our secure checkout. International customers can only pay by credit card or paypal.
Credit Card
If paying by credit card, we accept Visa and MasterCard.
When ordering with Velvet Fox, we want you to feel confident that your personal information and credit card data is completely safe. The Velvet Fox Online Store provides you with a secure session within our shopping checkout. You will notice a padlock icon on the base of your browser when you enter into our 'checkout'. This shows that all information entered during your session is secure.
When you click the 'Process Payment' button, we send the credit transaction directly to the bank. We do not transfer those details to others for their commercial use. Unlike giving credit card details over the phone, our online system automatically encrypts all your details using the latest SSL V3 encryption standard.
We do not store your credit card details, they are encrypted within your transaction.
Direct Deposit
When paying by direct deposit you will be given full payment instructions, including our banking details, upon checkout. You can then make payment using Internet banking (you need to be registered for Internet banking with your financial institution), or over the counter. Your order will be dispatched once your payment has been confirmed. You are given 3 business days to pay, if payment is not received in this timeframe, purchased items will be returned to stock unless you contact us to make other arrangements.
Please note, it can take one complete business day for funds deposited via online banking to appear in our account. Our standard shipping times apply from that point.
PayPal
With PayPal you can either pay by credit card or using your existing PayPal account balance. Check-out as normal, select PayPal as the payment method and you will be directed to the PayPal website during the payment stage of checkout.
If you link your PayPal account to your bank account, you can also transfer funds directly from your bank account - it works like an electronic cheque.
- Privacy
Velvet Fox is committed to the protection of your personal information. This Privacy Statement contains the following important information:
Collection of your personal information
How we use and disclose your personal information
Security of your personal information
How we access, correct or update your personal information
Collection of your personal information
The types of personal information that we collect from you will depend on how you use this web site and how you interact with us.
The types of personal information that we collect from you will depend on how you use this web site and how you interact with us.
When you use this website our Internet Service Provider (ISP) may make a record of your visit and log your server address, your domain name, the date, time and duration of your visit, the pages and documents you accessed, the previous site you had accessed (ie the referring url) and the type of browser you are using. This information is collected for statistical purposes only, and Velvet Fox will not make any attempt to identify users according to their browsing activity.
In the unlikely event of an investigation, a law enforcement agency or other government agency may exercise its legal authority to inspect our ISP's logs.
It is also possible that your ISP is logging your activity while you visit our site. This is obviously beyond the control of Velvet Fox.
While you are visiting our site we may use cookies to facilitate a more personalised web browsing experience. Except where you volunteer personal or business information we will not procure information about you via any alternative means while you visit our site.
We will not collect any personal information from you revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, or details of health, disability or sexual activity or orientation. Exceptions to this include:
Where you have given express consent to Velvet Fox to do so;
Where there are reasonable grounds to believe that disclosure is necessary to prevent a threat to life or health;
The use is authorised by law or reasonably necessary to enforce the law;
or When the information is necessary for the establishment, exercise or defence of a legal claim.
How we use and disclose personal information
The personal information that you provide to us during interaction on this site, and in other interactions between us, is used to provide you with better service for the supply of our products and services to you. The information we gather from your use of this web site enables us to provide more personalised products and services that are tailored to your needs.
Where you have given express consent to Velvet Fox to do so;
Where there are reasonable grounds to believe that disclosure is necessary to prevent a threat to life or health;
The use is authorised by law or reasonably necessary to enforce the law;
or When the information is necessary for the establishment, exercise or defence of a legal claim.
How we use and disclose personal information
The personal information that you provide to us during interaction on this site, and in other interactions between us, is used to provide you with better service for the supply of our products and services to you. The information we gather from your use of this web site enables us to provide more personalised products and services that are tailored to your needs.
Velvet Fox will not sell, rent or trade your personal information.
Any personal or business information which you do supply will only be used internally at Velvet Fox and will not be divulged to a third party unless that third party is integral to the purpose for which you gave us the information (eg, delivery companies will be supplied with delivery information) or where required by law.
We will only use and disclose information about you for the purpose for which you gave us that information. We may use and disclose information about you for a purpose other than the purpose for which you gave us the information where:
You would reasonably expect us to use or disclose the personal information for that other purpose;
That other purpose is related to the purpose for which you gave us the information;
You have given us your consent for the personal information to be used or disclosed for the additional purpose.
Where there are reasonable grounds to believe that use or disclosure is necessary to prevent a threat to life or health;
Where we suspect that unlawful activity is or has been engaged in and we use or disclose the personal information to investigate the suspected unlawful activity; or
The use or disclosure is authorised by law or reasonably necessary to enforce the law. Velvet Fox may also use your personal information for the purpose of direct marketing. We may only use your personal information or data for the purpose of direct marketing in relation to promotional activities where it is impracticable for us to obtain your prior express consent. However, when we do this, we will provide an express opportunity when we first contact you to decline receiving any further marketing communications from us, via an opt-out mechanism.
We will only record your e-mail address if you send us a message. Your e-mail address will only be used for the purpose for which you have provided it and it will not be added to a mailing list or used for any other purpose without your consent. We will only send e-mails to you if you have elected to receive such e-mails or if they are in response to an email we have received from you.
Security of your personal information
We will take all reasonable steps to ensure that all personal information we collect, use or disclose is stored in a secure environment accessed only by authorised persons.
You would reasonably expect us to use or disclose the personal information for that other purpose;
That other purpose is related to the purpose for which you gave us the information;
You have given us your consent for the personal information to be used or disclosed for the additional purpose.
Where there are reasonable grounds to believe that use or disclosure is necessary to prevent a threat to life or health;
Where we suspect that unlawful activity is or has been engaged in and we use or disclose the personal information to investigate the suspected unlawful activity; or
The use or disclosure is authorised by law or reasonably necessary to enforce the law. Velvet Fox may also use your personal information for the purpose of direct marketing. We may only use your personal information or data for the purpose of direct marketing in relation to promotional activities where it is impracticable for us to obtain your prior express consent. However, when we do this, we will provide an express opportunity when we first contact you to decline receiving any further marketing communications from us, via an opt-out mechanism.
We will only record your e-mail address if you send us a message. Your e-mail address will only be used for the purpose for which you have provided it and it will not be added to a mailing list or used for any other purpose without your consent. We will only send e-mails to you if you have elected to receive such e-mails or if they are in response to an email we have received from you.
Security of your personal information
We will take all reasonable steps to ensure that all personal information we collect, use or disclose is stored in a secure environment accessed only by authorised persons.
While Velvet Fox employs advanced data encryption technology when interfacing with its customers, suppliers and other partners, users should be aware that there is a residual risk in transmitting any data electronically. This risk is inherent in all Internet dealings.
How to access, correct or update your information
We will take all reasonable steps to ensure that all information we collect, use or disclose is accurate, complete and up-to-date. Please contact us if your details change or if you believe the information we have about you is not accurate or complete.
How to access, correct or update your information
We will take all reasonable steps to ensure that all information we collect, use or disclose is accurate, complete and up-to-date. Please contact us if your details change or if you believe the information we have about you is not accurate or complete.
We will provide you with reasonable opportunity to access your personal information and have it corrected or updated. A fee may apply to such access. Exceptions to your access rights include: Where providing access will pose a serious threat to the life or health or any individual or pose an unreasonable impact on the privacy of an individual;
Your request for access is frivolous or vexatious;
Where the information relates to existing legal proceedings between Velvet Fox and you and the information would not be discoverable in the process of those legal proceedings; or
Where providing access would be unlawful, may prejudice an investigation of possible unlawful activity, may prejudice enforcement of laws, or denying access is specifically authorised by law.
Your request for access is frivolous or vexatious;
Where the information relates to existing legal proceedings between Velvet Fox and you and the information would not be discoverable in the process of those legal proceedings; or
Where providing access would be unlawful, may prejudice an investigation of possible unlawful activity, may prejudice enforcement of laws, or denying access is specifically authorised by law.
- Terms & Conditions
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This website is owned by Velvet Fox (ABN 94 743 659 929) of PO Box 374 Hampton, Victoria, 3188 Australia ('Velvet Fox').If you use Velvet Fox's website, you are agreeing to be bound by the terms and conditions listed below and any other laws or regulations which apply to this website.Copyright StatementAll copyright in the website design, text, graphics, the selection and arrangement thereof, and all software relating to this website belongs to or is licensed by Velvet Fox. This copyright is protected by Australian and international copyright laws.Subject to paragraph 3, no material from this website may be copied, reproduced, distributed, modified, uploaded, transmitted, reused, re-posted, published or framed within another website without Velvet Fox's prior written permission.Velvet Fox grants you permission to download one copy of the material on this website in the usual course of operating your web browser, for your personal non-commercial use. You may also print hard copies of the material on this website for non-commercial use, provided you retain all copyright and other proprietary notices on that material.Trade Mark StatementAll trade marks, service marks, trade names, branding and get-up (trade dress) on this website belong to Velvet Fox or its licensors. Velvet Fox does not give you any licence or right to use them.General DisclaimerThis website has been compiled by Velvet Fox on the basis of current general information. Changes in circumstances after publication may affect the completeness or accuracy of this information. To the maximum extent permitted by law, Velvet Fox disclaims all liability for any errors or omissions contained in this information or any failure to update or correct this information. It is your responsibility to assess and verify the accuracy, completeness and reliability of the information on this website, and to seek professional advice where necessary.Nothing contained on this website is to be interpreted as a recommendation to use any product, process or formulation or any information on this website in a manner which infringes the intellectual property rights of any person, company or entity. Velvet Fox makes no representations or warranties that use of the information on this website will not infringe such intellectual property rights.
Velvet Fox makes no representation that the products displayed on this website are currently available or that their specifications are current and complete. Display of any product does not constitute an offer or undertaking by Velvet Fox.Velvet Fox makes this website and its contents available on an as is basis. Velvet Fox makes no representations or warranties of any kind with respect to this website or its contents. To the maximum extent permitted by law, Velvet Fox disclaims any such representations or warranties as to the completeness, accuracy, merchantability or fitness for purpose of this website, including without limitation the information on this website, products referred to on this website and any email correspondence between you and Velvet Fox.Nothing contained on this website amounts to an invitation to deal in shares or other securities issued by Velvet Fox. Please seek independent professional advice before making a decision to invest in Velvet Fox.Limitation of LiabilityThe use of the information on this website is at your own risk. Velvet Fox, its directors, employees, shareholders, agents and other representatives will not, under any circumstances, be liable for any injury, loss or damage arising out of or related to the use, or inability to use, the information on this website or provided through this website by email.This limitation of liability includes, but is not limited to, compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and third party claims.LinksVelvet Fox permits linking to this website, provided that the full html page is loaded. Any such links must not incorporate Velvet Fox’s trade marks or service marks, and must not be used to disparage or otherwise detrimentally affect the reputation of Velvet Fox or its related corporations.Information on this website may include links to the websites of others, including, without limitation, Velvet Fox share price information supplied by the Australian Stock Exchange. These links are provided for your convenience only. Velvet Fox does not endorse, guarantee or approve the content or accuracy of these websites, and does not recommend the products, services or information on these websites.Velvet Fox does not warrant that information on any third party websites is free from computer viruses or any defects, errors or infringements of intellectual property rights, nor does Velvet Fox authorise any such infringement by providing these links.Velvet Fox disclaims liability for any loss or damage whatsoever arising from your use of links to third party websites.Privacy Policy and Confidential InformationWhen you use this website our Internet Service Provider (ISP) may make a record of your visit and log your server address, your domain name, the date, time and duration of your visit, the pages and documents you accessed, the previous site you had accessed (ie, the referring url) and the type of browser you are using. This information is collected for statistical purposes only, and Velvet Fox will not make any attempt to identify users according to their browsing activity.It is also possible that your Internet Service Provider (ISP) is logging your activity while you visit our site. This is obviously beyond the control of Velvet Fox.While you are visiting our site we may use cookies to facilitate a more personalised web browsing experience. Except where you volunteer personal or business information we will not procure information about you via any alternative means while you visit our site. Any personal or business information which you do supply will only be used internally at Velvet Fox and will not be divulged to a third party unless that third party is integral to the purpose for which you gave us your information (eg, delivery companies will be supplied with delivery information) or where required by law. We will only use information about you for the purpose for which you gave us that information. If we need to use information about you for any other purpose we will only do so after first obtaining your consent.
While Velvet Fox employs advanced data encryption technology when interfacing with its customers, suppliers and other partners, users should be aware that there is a minimal inherent risk in transmitting any data electronically. This risk is inherent in all Internet dealings.Unsolicited ideasIt is Velvet Fox's policy not to accept information from third parties which is confidential or proprietary. If you wish to retain the confidentiality of your material, do not submit it to us via email or otherwise.
Any unsolicited ideas you submit to Velvet Fox will become Velvet Fox's property, and Velvet Fox may reproduce, disclose, transmit, broadcast or otherwise use those ideas, without any obligation to compensate you. This will apply even if your material includes a statement as to confidentiality contrary to these terms of use.IndemnityYou agree to indemnify Velvet Fox, its directors, employees, shareholders, agents and other persons involved in the creation of this website for all damages, losses, penalties, fines, expenses and costs (including legal costs) which arise out of or relate to your use of this website, any information that you provide to Velvet Fox via this website or any damage that you may cause to this website. This indemnification includes, without limitation, liability relating to copyright infringement, defamation, invasion of privacy, trade mark infringement and breaches of the Australian Trade Practices Act 1974 (Cth).JurisdictionIf a dispute arises regarding these terms of use, the laws of the State of Victoria, Australia, will apply. In relation to any such dispute, you agree to submit to the non-exclusive jurisdiction of the courts of the State of Victoria, Australia, and the courts of appeal from them, and waive any rights that you may have to challenge the appropriateness of that forum.If you access this website in a jurisdiction other than Victoria, Australia, you are responsible for compliance with the laws of that jurisdiction, to the extent that they apply.If the information on this website is translated into or presented in languages other than English, the English version of that information will be authoritative in relation to any disputes regarding its interpretation.Colour Accuracy
Velvet Fox has carefully managed the colours being presented in the images to ensure their accuracy to their true colour. Sometimes substantial variation in colour presentation between monitors and between flat panel screens can be minimised by adjusting the contrast and brightness controls.
This website should be used as an indicative guide only.