SHIPPING POLICY

Last updated: 22 July 2026

This Shipping Policy applies to purchases made through velmarique.com.

Velmarique is operated by MMD Projects LIMITED. Throughout this Shipping Policy, the terms “Velmarique”, “we”, “us” and “our” refer to MMD Projects LIMITED, trading as Velmarique.

Velmarique aims to provide customers with a reliable and transparent shipping service. This Shipping Policy explains our estimated processing times, delivery timeframes, shipping costs, tracking procedures and other important information relating to the delivery of your order.

The delivery timeframes stated in this Policy are estimates only unless we expressly agree to a guaranteed delivery date in writing.

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.

ORDER PROCESSING TIMES

After you place an order, you will receive an order confirmation email at the email address provided during checkout.

Orders are generally processed within 1 to 2 business days after payment has been successfully confirmed.

Processing includes:

  • confirming your payment;
  • checking your order information;
  • forwarding the order to the relevant supplier or fulfilment partner;
  • preparing the products for shipment;
  • packaging the order;
  • carrying out reasonable order checks; and
  • arranging collection or transfer to the shipping provider.

Business days are Monday to Friday and exclude public holidays observed by us, our suppliers, fulfilment partners or shipping providers.

Orders placed on weekends or public holidays will generally begin processing on the next applicable business day.

During periods of high demand, sales, product launches, seasonal promotions or public holidays, processing may take longer than usual.

CHANGES TO ORDERS

Because our order-processing and fulfilment systems are highly automated, orders may be forwarded to a supplier shortly after they are placed.

Please contact us as soon as possible if you need to change:

  • the delivery address;
  • the product;
  • the colour;
  • the size;
  • the quantity; or
  • another part of your order.

Order-change requests should be sent to:

info@velmarique.com

Please include your order number and clearly explain the requested change.

We cannot guarantee that an order can be changed after it has entered processing, fulfilment or dispatch.

If the order has already been processed or dispatched, we may be unable to change the order or delivery address.

Customers are responsible for checking that their order details and delivery address are accurate before completing checkout.

ORDER CANCELLATIONS

You may request cancellation before your order enters processing or fulfilment.

Because orders may be forwarded to suppliers or fulfilment partners shortly after purchase, submitting a cancellation request does not guarantee that the order can be cancelled.

Once an order has been:

  • processed;
  • prepared;
  • packed;
  • assigned a tracking number;
  • transferred to a shipping provider; or
  • dispatched,

we may be unable to cancel it.

For full information about cancellations, please review our Returns, Refunds and Cancellations Policy.

ESTIMATED DELIVERY TIME

Once an order has been dispatched, estimated delivery to an Australian address is generally:

5 to 14 business days

The estimated total period from placing an order until delivery is therefore generally:

6 to 16 business days

This consists of:

  • approximately 1 to 2 business days for processing; and
  • approximately 5 to 14 business days for shipping after dispatch.

These timeframes are estimates and are not guaranteed delivery dates.

Some orders may arrive sooner, while others may take longer.

Delivery timeframes may vary depending on:

  • the customer’s location;
  • whether the address is metropolitan, regional or remote;
  • the product ordered;
  • product availability;
  • the location of the supplier or fulfilment partner;
  • the selected shipping provider;
  • customs processing;
  • border inspections;
  • public holidays;
  • seasonal demand;
  • severe weather;
  • transport disruptions;
  • international events; and
  • circumstances beyond our reasonable control.

REGIONAL AND REMOTE AUSTRALIAN ADDRESSES

Deliveries to regional, rural or remote areas of Australia may require additional time.

This may include addresses located in:

  • remote parts of Western Australia;
  • the Northern Territory;
  • remote areas of Queensland;
  • regional islands;
  • offshore territories;
  • rural communities; and
  • locations serviced by limited delivery routes.

Delivery to these areas may take longer than the standard estimated delivery period.

We are unable to guarantee that every carrier will deliver directly to every remote address.

In some circumstances, the customer may be required to collect the parcel from:

  • a local post office;
  • a collection point;
  • a parcel locker;
  • a depot; or
  • another nominated location.

FREE STANDARD SHIPPING

Velmarique currently offers free standard shipping on eligible orders delivered to Australian addresses.

Unless otherwise stated during checkout:

  • there is no minimum order value for standard shipping;
  • the standard shipping charge is AUD $0;
  • no promotional code is required; and
  • free shipping applies automatically to eligible orders.

Free standard shipping does not necessarily include:

  • express shipping;
  • priority processing;
  • shipping insurance;
  • customs charges;
  • import taxes;
  • redelivery charges;
  • address-correction charges;
  • return shipping; or
  • other additional services.

Any optional shipping charges will be clearly displayed during checkout before payment.

We reserve the right to change, suspend or withdraw the free standard shipping offer for future orders.

Any change will not affect an order that has already been accepted and paid for unless required by law or agreed with the customer.

INTERNATIONAL FULFILMENT

Products sold through Velmarique may be stocked, processed or shipped from international suppliers and fulfilment facilities.

Orders may be shipped directly from facilities located in:

  • China;
  • Hong Kong;
  • another part of Asia;
  • Europe;
  • Australia; or
  • another country.

The dispatch location depends on:

  • product availability;
  • stock location;
  • the supplier;
  • the customer’s delivery address; and
  • our fulfilment arrangements.

The dispatch location shown in tracking information may therefore differ from the business address of Velmarique or MMD Projects LIMITED.

By placing an order, you acknowledge that your products may be shipped from an international location.

DIRECT SHIPPING FROM SUPPLIERS

Some products are shipped directly from our suppliers or fulfilment partners to the customer.

Direct supplier shipping allows us to offer a broader product range without every product being stored at one central location.

Where an order is fulfilled directly by a supplier, we may provide the supplier or fulfilment partner with information reasonably necessary to process and deliver the order, including:

  • the customer’s name;
  • delivery address;
  • telephone number;
  • email address;
  • ordered products;
  • selected variants; and
  • shipping instructions.

Personal information is handled in accordance with our Privacy Policy.

Although products may be shipped directly by a supplier, Velmarique remains the seller responsible for assisting customers with their order and dealing with applicable consumer rights.

MULTIPLE PARCELS

An order containing multiple products may be dispatched in more than one parcel.

This may occur where:

  • products are stored in different fulfilment centres;
  • products are supplied by different suppliers;
  • one product becomes available before another;
  • package-size restrictions apply; or
  • separate shipping is more efficient.

You may therefore receive:

  • separate dispatch emails;
  • more than one tracking number;
  • products on different delivery dates; or
  • only part of your order in the first parcel.

You will not be charged additional standard shipping fees solely because we divide an order into multiple parcels.

If you have received only part of your order, please check:

  • your dispatch emails;
  • all tracking numbers;
  • the packing information; and
  • whether another parcel is still in transit.

ORDER CONFIRMATION

After placing your order, you should receive an order confirmation email.

The confirmation email may contain:

  • your order number;
  • your ordered products;
  • selected sizes or colours;
  • the purchase price;
  • the delivery address;
  • the billing address;
  • the payment method;
  • applicable discounts; and
  • other order information.

Please review this information carefully.

Contact us promptly if you notice an error.

An order confirmation confirms that we have received your order. It does not necessarily mean that the order has already been dispatched.

DISPATCH CONFIRMATION

Once your order has been dispatched, you will generally receive a shipping confirmation email.

The email may include:

  • a tracking number;
  • a tracking link;
  • the name of the shipping provider;
  • the dispatch date;
  • the products included in the shipment; and
  • an estimated delivery timeframe.

Tracking information may not become active immediately.

It may take between 2 and 5 business days after dispatch for the shipping provider to scan the parcel and display tracking updates.

A tracking number being created does not always mean that the parcel has already received its first physical carrier scan.

TRACKING YOUR ORDER

We aim to provide tracking information for all shipped orders.

Once your order has been dispatched, you can usually track it by:

  • clicking the tracking link in your dispatch confirmation email;
  • entering the tracking number on the relevant carrier’s website; or
  • using any order-tracking page available through velmarique.com.

International shipments may be handled by more than one shipping provider.

For example, the parcel may first be handled by an international logistics provider and later transferred to:

  • Australia Post;
  • Aramex;
  • Sendle;
  • a local courier;
  • another last-mile delivery partner; or
  • another shipping provider.

The original tracking page may not immediately display the name of the final Australian delivery provider.

TRACKING DELAYS

Tracking updates may occasionally be delayed.

This can happen when:

  • the parcel is travelling between countries;
  • the parcel is awaiting customs clearance;
  • the carrier has not scanned the parcel at each location;
  • the parcel is transferred between shipping providers;
  • the carrier’s tracking system is experiencing a technical issue;
  • public holidays interrupt operations; or
  • the parcel is moving between processing centres.

A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.

Please contact us if:

  • tracking has not updated for an unusually long period;
  • the estimated delivery timeframe has passed;
  • tracking shows delivery but you have not received the parcel; or
  • you believe the parcel has been lost.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address during checkout.

The delivery address should include, where applicable:

  • the recipient’s full name;
  • unit or apartment number;
  • street number;
  • street name;
  • suburb;
  • state or territory;
  • postcode;
  • country;
  • business name;
  • building access details; and
  • any delivery instructions.

We are not responsible for delays or failed deliveries caused by incorrect, incomplete or outdated delivery information provided by the customer, except where responsibility cannot lawfully be excluded.

If you notice an error in your address, contact us immediately at:

info@velmarique.com

Include your order number and the correct address.

We cannot guarantee that an address can be changed after the order has entered processing or dispatch.

PO BOXES AND PARCEL LOCKERS

Some shipping providers can deliver to PO Boxes and parcel lockers, while others cannot.

Where possible, we recommend using a complete residential or business street address.

If a shipping provider cannot deliver to the supplied PO Box or parcel locker, we may contact you to request an alternative address.

A delay caused by waiting for an alternative address may extend the delivery timeframe.

APARTMENTS AND SECURE BUILDINGS

Customers living in apartments, gated communities or secure buildings should ensure that:

  • the unit number is included;
  • the building name is included where relevant;
  • access instructions are accurate;
  • the recipient’s name matches the intercom or mailbox;
  • the telephone number is correct; and
  • the carrier can access a safe delivery location.

We cannot guarantee that a shipping provider will call the customer before delivery.

Where delivery cannot be completed, the carrier may:

  • attempt redelivery;
  • leave a collection notice;
  • deliver the parcel to a collection point;
  • hold the parcel at a depot; or
  • return the parcel to the sender.

DELIVERY INSTRUCTIONS

You may be able to provide delivery instructions during checkout.

We will pass reasonable delivery instructions to the relevant shipping provider where technically possible.

However, we cannot guarantee that the carrier will follow every instruction.

Delivery instructions must not request anything unlawful, unsafe or unreasonable.

The final delivery decision remains with the shipping provider and its delivery driver.

AUTHORITY TO LEAVE

Depending on the shipping provider and location, a parcel may be left at the delivery address without obtaining a signature.

Where a customer gives authority to leave a parcel, the carrier may leave it:

  • near the front door;
  • in a mailbox;
  • behind a gate;
  • in a designated safe place;
  • with a building reception;
  • with an authorised person; or
  • at another location considered reasonably safe by the carrier.

Customers should only authorise unattended delivery where they consider the location safe.

Where permitted by law, risk associated with an unattended delivery may pass after the carrier records the parcel as delivered to the authorised location.

This does not affect any rights relating to a parcel that was not actually delivered or was delivered contrary to agreed instructions.

SIGNATURE ON DELIVERY

Signature-on-delivery may not be available for every order, destination or shipping provider.

Where signature service is available, it may:

  • be included automatically;
  • be offered as a paid option;
  • be required for higher-value orders; or
  • depend on the shipping provider.

A carrier may treat a signature from another person at the delivery address as proof of delivery where reasonable.

DELIVERY ATTEMPTS

A shipping provider may make one or more attempts to deliver your order.

If nobody is available to receive the parcel, the carrier may:

  • leave it in a safe place;
  • leave a delivery notice;
  • send an SMS or email;
  • take it to a local collection point;
  • hold it at a post office or depot;
  • arrange another delivery attempt; or
  • return it to the sender.

It is the customer’s responsibility to follow the carrier’s collection or redelivery instructions.

UNCOLLECTED OR REFUSED PARCELS

Customers should not refuse delivery or deliberately fail to collect a parcel as a substitute for following our returns process.

If a parcel is:

  • refused;
  • not collected;
  • not accepted;
  • unable to be delivered due to an address error; or
  • returned because the customer did not respond to carrier instructions,

the parcel may be returned to an international warehouse, supplier or logistics centre.

This may result in:

  • significant delays;
  • additional shipping charges;
  • storage charges;
  • return-to-sender charges;
  • the parcel being destroyed;
  • the parcel becoming untraceable; or
  • the parcel being lost.

For voluntary change-of-mind matters, reasonable costs resulting from refusal or failure to collect may be deducted from any refund where permitted by law.

This does not limit any rights where the product is faulty, incorrect, unsafe, not delivered or otherwise fails to comply with applicable consumer guarantees.

CUSTOMS AND IMPORT PROCESSING

International parcels may be inspected or processed by Australian Border Force, customs authorities or other government agencies.

Customs procedures may extend the estimated delivery timeframe.

Where taxes, duties or other mandatory charges apply, responsibility will be determined in accordance with:

  • the information disclosed during checkout;
  • applicable Australian law;
  • the shipping arrangement; and
  • the terms of the transaction.

Unless clearly stated otherwise during checkout, the price paid to Velmarique is intended to cover the product price and any standard shipping amount charged by us.

Customers will not be required to pay undisclosed mandatory charges to Velmarique after checkout.

However, external authorities or carriers may impose charges in circumstances permitted by law.

If you receive an unexpected customs or import-payment request, contact us before making payment so that we can review the situation.

TAXES

Prices displayed to Australian customers may include applicable taxes where required by law.

Any applicable tax treatment will be shown during checkout or in the order confirmation.

Customers are responsible for ensuring that any information provided for tax or customs purposes is accurate.

DELIVERY DELAYS

Although we aim to meet our estimated delivery timeframes, delays can occur.

Possible causes include:

  • severe weather;
  • floods;
  • bushfires;
  • cyclones;
  • natural disasters;
  • customs inspections;
  • border restrictions;
  • carrier congestion;
  • strikes or industrial action;
  • international conflict;
  • airport or port disruptions;
  • flight cancellations;
  • public holidays;
  • peak shopping periods;
  • supplier delays;
  • transport shortages;
  • technical problems;
  • incorrect addresses;
  • remote delivery locations;
  • government action; and
  • other events beyond our reasonable control.

Where a delay occurs, we will take reasonable steps to:

  • investigate the shipment;
  • provide available tracking information;
  • communicate material updates;
  • contact the supplier or carrier where appropriate; and
  • assist the customer in seeking an appropriate resolution.

A delay caused by circumstances outside our control does not automatically remove any right you may have under applicable law.

DELIVERY WITHIN A REASONABLE TIME

Where we have not agreed to a fixed delivery date, we will supply the order within the estimated timeframe or otherwise within a reasonable time, taking into account the nature of the product, the stated delivery estimate and the relevant circumstances.

If your order has not arrived within the estimated timeframe, please contact us.

We may ask you to allow a reasonable investigation period while we contact the relevant:

  • supplier;
  • fulfilment centre;
  • international carrier;
  • local carrier; or
  • customs authority.

Nothing in this Policy permits us to delay delivery indefinitely.

Where an order is not delivered within an agreed or reasonable period, you may have rights under the Australian Consumer Law, our Terms and Conditions or the terms of your purchase.

ORDERS THAT HAVE NOT ARRIVED

Please contact us if your order has not arrived within the estimated delivery period.

Email:

info@velmarique.com

Include:

  • your order number;
  • your full name;
  • your delivery address;
  • the tracking number;
  • the date of your order; and
  • any relevant tracking information.

We will investigate the shipment and provide available information.

Depending on the circumstances, the investigation may involve:

  • verifying the address;
  • reviewing tracking information;
  • contacting the supplier;
  • contacting the shipping provider;
  • requesting proof of delivery;
  • checking for multiple parcels;
  • checking whether the parcel is awaiting collection; or
  • determining whether the parcel has been lost.

LOST PARCELS

A parcel may be treated as potentially lost where:

  • the carrier confirms that it is lost;
  • tracking has not updated for an extended period;
  • the parcel cannot be located after a reasonable carrier investigation;
  • it was sent to the correct address but was never delivered; or
  • the expected delivery period has passed by a significant margin.

Where a parcel is confirmed as lost and responsibility rests with us or our delivery arrangements, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include:

  • reshipping the order;
  • replacing the missing product; or
  • providing a refund.

PARCELS MARKED AS DELIVERED

If tracking states that your parcel was delivered but you cannot locate it, please:

  • check around the property;
  • check the mailbox;
  • check entrances, gates and safe places;
  • ask household members;
  • ask neighbours;
  • contact building reception;
  • check with the local post office or collection point;
  • review any delivery photographs; and
  • contact the shipping provider.

If the parcel remains missing, contact us at:

info@velmarique.com

We may request:

  • confirmation of your delivery address;
  • a written statement that the parcel was not received;
  • information about your property;
  • confirmation that you contacted the carrier;
  • a police report in cases of suspected theft, where reasonable; or
  • other information required by the carrier to investigate.

We will not automatically reject a claim solely because tracking states “delivered”. We will consider the available evidence and investigate the matter reasonably.

STOLEN PARCELS

If a parcel was correctly delivered to the address or safe place authorised by the customer and was subsequently stolen, responsibility may depend on the circumstances and applicable law.

Customers should report suspected theft to:

  • the shipping provider;
  • building management, where applicable;
  • local police, where appropriate; and
  • Velmarique.

We will provide reasonable available shipping information to assist with an investigation.

DAMAGED PARCELS

If your parcel or product arrives damaged, contact us as soon as reasonably possible.

Please provide:

  • your order number;
  • photographs of the outer packaging;
  • photographs of the shipping label;
  • photographs or video of the damaged product;
  • a description of the damage; and
  • confirmation of whether any products are missing.

Do not dispose of the packaging until we have assessed the issue, unless keeping it would be unsafe.

Damage claims and remedies will be handled in accordance with our Returns, Refunds and Cancellations Policy and applicable consumer law.

INCORRECT OR MISSING PRODUCTS

If your order contains an incorrect product or an item is missing, contact us at:

info@velmarique.com

Please include:

  • your order number;
  • the product received;
  • the product expected;
  • photographs of the received products;
  • photographs of the packaging;
  • photographs of the shipping label; and
  • any packing slip included in the parcel.

Before reporting a missing product, please check whether your order was divided into multiple shipments.

Where we supplied an incorrect product or failed to supply part of the order, we will provide an appropriate remedy in accordance with applicable law.

DELIVERY TO FORWARDING SERVICES

Customers may choose to use a parcel-forwarding company, freight-forwarding service or third-party collection address.

Where a customer instructs us to deliver to such a service:

  • our delivery obligation is generally completed when the order is delivered to the address supplied by the customer, subject to applicable law;
  • we are not responsible for the forwarding company’s processing times;
  • we are not responsible for loss or damage occurring after the forwarding company accepts the parcel;
  • we are not responsible for additional forwarding charges;
  • we are not responsible for customs charges created by the forwarding arrangement; and
  • the customer must resolve onward-delivery issues with the forwarding provider.

This does not limit liability for problems that occurred before delivery to the forwarding address.

PRODUCT AVAILABILITY

All orders are subject to product availability.

In rare circumstances, a product may become unavailable after an order is placed due to:

  • inventory errors;
  • supplier stock changes;
  • quality concerns;
  • fulfilment issues;
  • product discontinuation; or
  • another unexpected issue.

If a product is unavailable, we may:

  • contact you to offer an alternative;
  • offer a different colour or size;
  • place the product on back order with your agreement;
  • cancel the unavailable product; or
  • refund the amount paid for the unavailable product.

We will not substitute a materially different product without your agreement.

PRE-ORDERS AND BACK ORDERS

Products offered as pre-orders or back orders may have longer processing and delivery timeframes.

Where applicable, the estimated dispatch or availability period will be stated on the product page or during checkout.

If an order contains both available and pre-order products, we may:

  • ship the products separately; or
  • wait and ship the complete order together.

We may contact you if a material delay affects a pre-order.

CONTACT AND CUSTOMER SUPPORT

For questions about your order, delivery or this Shipping Policy, contact:

info@velmarique.com

Please include your order number in all order-related enquiries.

Our customer-support team aims to respond within 1 to 3 business days.

Response times may be longer during:

  • weekends;
  • public holidays;
  • sales;
  • promotional periods;
  • product launches; or
  • periods of unusually high enquiry volume.

Sending multiple emails concerning the same matter may delay our ability to respond efficiently.

AUSTRALIAN CONSUMER LAW

Online businesses generally have the same obligations to consumers as physical stores.

Our goods and Services come with rights and guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Shipping Policy excludes, restricts or modifies any applicable right or remedy relating to:

  • non-delivery;
  • unreasonable delivery delays;
  • misleading delivery representations;
  • lost products;
  • damaged products;
  • incorrect products;
  • products that do not match their description; or
  • another failure to comply with an applicable consumer guarantee.

Where this Policy refers to estimated delivery periods, carrier delays, customs delays or circumstances outside our control, those provisions apply only to the extent permitted by law.

CHANGES TO THIS SHIPPING POLICY

We may update this Shipping Policy from time to time to reflect changes in:

  • our shipping providers;
  • fulfilment arrangements;
  • delivery estimates;
  • shipping costs;
  • operational practices;
  • applicable laws; or
  • our product range.

The revised Shipping Policy will be published on velmarique.com and the “Last updated” date will be changed.

Changes will apply to future orders unless applicable law requires otherwise.

CONTACT INFORMATION

Questions about this Shipping Policy should be directed to:

Business name: Velmarique
Legal entity: MMD Projects LIMITED
Website: velmarique.com
Email: info@velmarique.com