NOTE: Due to COVID-19, postal services will likely face delays. We are temporarily unable to ship to certain countries - as this is changing all the time, please check your country in this list to see whether it has been impacted. If we are unable to ship your order, you will be contacted and refunded ASAP. We truly appreciate your support and understanding in this difficult time.

 

Shipping Costs

We offer free express shipping worldwide on all orders, where Auspost is available. If Auspost is not shipping to your country due to Covid (see link above), we will get in touch to discuss options. Orders are shipped from our studio in Byron Bay, Australia. 

Please expect delays due to COVID-19.

 

How long will my order take to arrive?

We aim to ship your order within 1-2 business days. We send all orders from our warehouse in Byron Bay, Australia. Currently postal services are facing delays due to COVID-19. For this reason, we are sending all orders express at no extra cost, however please be advised that there may still be longer than usual delivery times. Please check this list to see how your countries postal service has been impacted.

 

 

Returns

*As we welcome gifting season — Orders received between 1 November 2021 and 25 December 2021 may be returned until 15th January 2022.

*In light of COVID-19, we are currently offering 30 day returns, and will make exceptions if you are unable to make it to the post office within this time frame. If it has been over 30 days, please email us at hello@velvetcanyon.com to let us know. Items must not be worn. US Returns are processed once per week.

We want you to be completely happy with your purchase, and we understand that you need to try on sunglasses, so of course we accept returns. Items must be unworn and in their original condition and packaging. We will not be held responsible for return shipping costs. For defective items, please see the “Warranty” section below for the return process.

Please download and print our returns form here. We offer local returns to the US and Australia. For those based outside of these continents, please send to our Australian address. Please fill out your returns form in full, with clear and legible writing, so that we can properly identify you and your order. Failure to include your contact and order information will result in us unable to get in touch or refund you.

Australia, Asia & Rest of World—

Velvet Canyon
9A/11 Banksia Dr
Byron Bay
NSW 2481
Australia

___


United States—

Velvet Canyon
Att: Megan Vaughn
195 Chrystie Street #500A
New York, NY 10002

 

Please ensure you note the tracking number, as we cannot be held responsible for lost parcels. Please wrap well to ensure the packaging is not damaged in transit. Damaged or missing packaging will incur a 10 AUD fee, which will be deducted from your refund.

 

What happens to my returned or faulty sunglasses?

We are committed to creating as little waste as possible. This means small batch production, no plastic packaging and holding occasional sample sales.

When you purchase a pair of sunglasses to try at home and decide not to keep them, simply fill out our returns form, package them safely and return to us.

We inspect all returns for signs of wear, and add them back to stock provided they are in perfect condition.

If an item is returned to us with a manufacturer fault within 12 months, if possible, we will repair that pair and return them to you. In the case that we are unable to repair them, for example if we don’t have the necessary parts at that time, we will send you a new pair.

We will keep the faulty pair for spare parts (lenses, arms, screws, fronts). The next time we hold a sample sale, we will repair any items we were previously unable to repair and label them as repaired goods for sale. We very rarely have need to throw items away, and only when an item is returned to us in particularly bad condition.

We are committed to reducing waste as much as possible so you can rest assured that we will never destroy stock unnecessarily.

 

Warranty

We guarantee our sunglasses for 12 months from the purchase date for manufacturer defects. We do not cover normal wear and tear. Please contact hello@velvetcanyon.com with the details of your claim and proof of purchase and we will instruct you on how to return your item. Upon receipt we will assess whether to repair or replace your item and return to you as soon as possible. If it has been longer than 12 months, we will do our best to help — send us an email with the details and we will see what we can do!