Frequently Asked Questions
Stock and Availability
Whilst every effort is taken to ensure all items in the store are always in stock, occasionally some items will be temporarily out of supply.
Please note: The products illustrated on this web site are as seen. The reproduction of colours is as accurate as photographic and computing processes will allow. Velocity Brand Management accept no responsibility for variances in colour or style due to the settings on the users monitor.
They reserve the right to alter without notice or prior warning, prices of products and conditions of sale.
Is it safe to use my credit card on-line?
Yes, it is extremely safe.
When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) encryption technology before being sent over the internet.
We accept payment from the following merchants:
- American Express
- AfterPay (AUS only currently)
As an alternative, you can also pay via PayPal accounts. PayPal will be presented as a payment option during checkout.
I have ordered a pre-sale item, when should I expect it?
By ordering a pre-sale item, this item allows you to ensure you don't miss out on securing your favourite merchandise.
The estimated date of shipping will be displayed within the product description on the individual product page. Once your pre-sale item has been dispatched for delivery, you will receive a conformation email notifying you that your order has been shipped!
If you purchase a pre-sale item, or if your order contains a pre-sale item, your order will not be fulfilled and processed until the date specified for pre-sale items to be processed. Orders cannot be partially processed, if you would like all other items to be sent out before the estimated dispatch for pre-sale items, you will need to place them in a separate order.
How do I place an order?
Purchasing your goods with us is designed to be simple, quick and secure. Before you order please ensure that:
- You have ordered the correct size for the product (if applicable)
- You are aware of the expected delivery dates for the product
- The desired quantity is correct
- You have read the Terms and Conditions
When you are ready to buy, simply click the 'Add to Basket' button on the product details page and then 'Confirm Order' button on the basket.
New Customers - If you are a new Customer then you will be taken through the order form in which you will be prompted to enter information such as your delivery address and name and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.
Existing Customers - If you are an existing Customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.
Unfortunately we are not able to take orders over the phone or via mail.
My question is not answered here – how can I reach the Shop?
If you still have questions, please contact our customer service team via firstname.lastname@example.org.
My order is faulty, damaged or incorrect. What should I do?
We are so sorry to hear this - let's get this resolved as quickly as possible.
You can reach out to our friendly Customer Service Team via email or give us a call. Make sure you have your order number, email address and preferred outcome on hand ready to help us provide you with a quick resolution.
When will my order be shipped?
Orders are dispatched between Monday and Friday (AEST/AED). We aim to ship all orders within 5 business days.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
Once your order has been dispatched, you will receive a dispatch email which states your tracking number.
Can I track my order?
Upon dispatch of your order, you will receive an email containing tracking details. Click the tracking link to follow the status of your order.
Please Contact Us to confirm your tracking details if you have not received tracking details within 5 business days.
What if I don’t like a product – or if it’s too big or too small?
If you are not 100% happy with your purchase, you are welcome to send it back for a refund (excluding freight costs).
Here are our simple rules of return:
- You have 30 days from purchase to return your item(s) back to our warehouse.
- Items were not Final Sale at the time of purchase.
- Item(s) must be in the original packaging which must be in original condition
- Item(s) must be unworn and unused with the original tags still attached.
What are your shipping charges?
Standard shipping for orders within Australia is $10.
For Australian deliveries, we use Australia Post. The below times are from the date of dispatch. We aim to dispatch all orders within 5 business day from the date of order.
State Standard Post
NSW/ACT 2 - 3 business days
QLD/VIC/SA 3 - 4 business days
WA/TAS/NT 5 - 7 business days
Standard Shipping for order to New Zealand is $15. Orders to New Zealand generally take 4-7 business days from dispatch.
For all other international delivery locations, delivery is $25. Delivery times are depending on location but generally take 7 - 10 business days from dispatch.
What happens if I am not home to receive my order?
Your order will be left in a safe place at your address as determined by our delivery drivers. Please ensure our delivery drivers have safe access to your property. We cannot take responsibility for damaged packages or goods caused by pets once your order has been delivered.
We recommend monitoring your order for any tracking updates.