Velvet Lou is a small, independent studio offering limited, one-of-a-kind pieces. For this reason, we do not accept returns or offer refunds for change of mind.

Each piece is carefully described and photographed to reflect its unique character. We encourage customers to review all details before purchasing and to reach out with any questions prior to placing an order.

This policy applies to all items, including custom and made-to-order pieces.

Damages & Issues

Please inspect your order upon delivery.
If your item arrives damaged or you receive the incorrect item, please contact us at velvetlouau@gmail.com within 48 hours of delivery, including clear photographs, so we can assess the issue.

If a fault is confirmed, we will work with you to find an appropriate resolution.

Shipping

Please allow up to 5–7 business days for your order to be prepared and dispatched.

All orders are shipped via Australia Post, and a tracking number will be provided once your order has been sent.

Velvet Lou is not responsible for delays once parcels are in the care of the postal service.

Handmade & Natural Materials

All Velvet Lou pieces are handmade using natural stones and materials. Due to their organic nature, variations in colour, texture, and form are to be expected and are part of what makes each piece unique.

Our pieces are intended for delicate, decorative wear. Velvet Lou is not responsible for damage resulting from wear, handling, or improper care after delivery.

Custom Pieces

Custom Keystones are created by request and made especially for you. All custom orders are final sale and not eligible for returns or refunds.

Final designs are approved by the buyer prior to shipping. Production may take 2–3 weeks, and pre-payment may be required before work begins.

Contact

If you have any questions before or after placing an order, you’re always welcome to contact us at velvetlouau@gmail.com