Velnuvo offers a 30-day return period for eligible purchases.

If you change your mind, ordered the wrong product, or no longer want your item, you can request a return within 30 days of receiving your order. For change-of-mind returns, the product must be unused, in its original condition, and returned with its original packaging and any included accessories or components.

For change-of-mind returns, return shipping costs are the customer’s responsibility, and the return must be sent using a trackable shipping service.

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery where possible with your order number and clear photos of the issue. Once reviewed, we’ll arrange an appropriate solution at no additional cost to you where applicable.

Please contact us at support@velnuvo.com before returning any item so we can provide the correct return instructions and address.

Our return policy does not limit any rights you may have under applicable Australian consumer law.

For change-of-mind returns, customers are responsible for the cost of return shipping. This also applies if you ordered the wrong product or simply no longer want the item. Returns must be sent using a trackable shipping service.

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery where possible. Once the issue has been reviewed and confirmed, we’ll arrange an appropriate solution at no additional cost to you where applicable.

To arrange any return, contact us first at support@velnuvo.com with your order number and reason for the return. We’ll provide the correct return instructions and return address.

We process orders within 1–2 business days (Monday–Friday). Once dispatched, standard shipping typically takes 6–12 business days, with an estimated total delivery time of 7–14 business days.

Delivery times are estimates and may vary due to carrier delays, public holidays, weather, or other circumstances outside our control. See our Shipping Policy for more information.

If you need to cancel or change an order, contact us at support@velnuvo.com as soon as possible.

If your order has not yet entered fulfilment or been dispatched, we’ll do our best to make the requested change. However, because we begin preparing orders shortly after they are placed, we cannot guarantee that an order can be changed or cancelled once processing has started.

If your order has already been shipped, it generally cannot be cancelled in transit. Once it arrives, you may request an eligible return under our Refund & Return Policy.

Yes, eligible products can be returned under our 30-day change-of-mind return policy. For change-of-mind returns, customers are responsible for the cost of return shipping.

The product should generally be unused, in its original condition, and returned with its original packaging and included components.

Contact us at support@velnuvo.com within 30 days of receiving the product before sending anything back. We’ll confirm eligibility and provide the appropriate return instructions.

Although most orders should arrive within the estimated timeframe, occasional delays can happen due to carrier disruptions, public holidays, severe weather, periods of high demand, warehouse availability, or other circumstances outside our reasonable control.

If your order has not arrived within the expected timeframe, email support@velnuvo.com with your order number. We’ll review the available tracking and shipping information and help you with the next steps.

Prices for customers shopping through our Australian storefront are displayed in Australian dollars (AUD) unless clearly stated otherwise.

Velnuvo does not itself charge an international transaction fee. Depending on your payment method and financial institution, however, your bank or card provider may independently apply its own fees.

Yes. Velnuvo offers free standard shipping on all eligible orders throughout Australia.

There is no additional standard shipping charge for eligible Australian orders. You’ll see the final cost of your purchase before completing checkout.

Payments made through Velnuvo are processed using the secure payment services available through our Shopify store.

The payment options currently available to you will be displayed during checkout. We do not ask customers to send complete credit or debit card details to us by ordinary email.

Please see our Payment Policy and Billing Terms & Conditions for additional information.

Once your order has been dispatched and tracking is available, you’ll receive an email containing your tracking information.

Tracking may take a short period to become active after your parcel has been handed over for delivery.

You can also track your shipment through our Track Order page once you have your tracking information.

If your tracking hasn’t updated for an unusual amount of time or your order has exceeded the estimated delivery timeframe, contact us at support@velnuvo.com with your order number and we’ll look into it.

Each product page contains information about that particular item, including its main features and other relevant details.

Because our collection includes products across home, kitchen, garden, cleaning, camping, and outdoor categories, specifications can vary between products.

If there’s something you’d like to know that isn’t answered on the product page, email us at support@velnuvo.com and we’ll be happy to assist.

If something isn’t right with your order, please contact us at support@velnuvo.com as soon as reasonably possible after receiving it.

Include your order number, a brief description of the problem and, where helpful, clear photographs showing the issue. This helps us understand what happened and resolve the situation as quickly as possible.

Depending on the circumstances, an appropriate solution may include a replacement, refund, repair, or another remedy available under applicable consumer law.

Please see our Refund & Return Policy for further information.

Velnuvo currently operates as an online-only retailer and does not have a physical retail location for customers to visit.

Operating online allows us to offer products across different everyday-living categories to customers throughout Australia without being limited to a single physical retail location.

Our registered business address is for business and correspondence purposes and should not be used to return products unless our customer service team specifically instructs you to do so.

At the moment, Velnuvo's online store is focused on customers in Australia.

As we grow, we may introduce shipping to additional countries or regions. Any available delivery destinations will be clearly shown through our website and checkout.

Velnuvo is an online retailer operated from the Netherlands, serving customers throughout Australia.

We work with third-party suppliers, fulfilment partners, and logistics providers to deliver our products. Because products may be fulfilled through different warehouses and logistics networks, the shipping origin of your order may be different from our business address in the Netherlands.

The easiest way to reach us is by email at support@velnuvo.com.

For questions about an existing order, please include your order number in your message. This will help us locate your purchase and assist you more quickly.

Our customer service team aims to respond within 24 hours during our working days.

Velnuvo focuses on practical products designed around everyday living.

Our range includes products across home, kitchen, cleaning, garden, camping, and outdoor living. We look for products that can make everyday tasks easier, help organise your space, solve familiar household problems, or make time at home and outdoors more enjoyable.

Our product selection may continue to grow and evolve as we discover new products that fit the Velnuvo range.

Once your returned product has been received and inspected, we’ll let you know whether your return has been approved.

When approved, the refund will be issued to your original payment method.

After we issue the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account. The exact processing time varies depending on the payment method and financial institution.