Frequently Asked Questions (FAQ)

Last updated: July 4, 2026

1. Orders & Boutique Operations

How can I contact the Velanto style concierge desk?

You can reach our dedicated support team via email at info@velanto-boutique.com. Our support hours are Monday through Friday from 9:00 AM to 5:00 PM (EST), and we generally respond to all boutique inquiries within 24–48 business hours.

Can I modify or cancel my apparel order after checking out?

To ensure your garments ship as quickly as possible, order files are dispatched to our fulfillment queue almost instantly. You can request changes or cancellations on the day of your purchase strictly prior to our daily cut-off time at 5:00 PM (EST). Beyond this window, your package is locked into our international distribution infrastructure and cannot be modified or stopped.

2. Shipping & Logistics

Do you ship to customers worldwide?

No, we specialize exclusively. Our logistics networks are tailored solely to handle secure premium fashion deliveries to residents within Australia.

Where are the clothing items dispatched from?

To keep our designs fresh and offer high-end aesthetics at accessible price points, we partner directly with elite overseas manufacturers. Your apparel orders are prepared and shipped directly from our partner international fulfillment hubs straight to your door.

How long will it take for my boutique parcel to arrive?

Our transit framework is composed of two phases:
• Processing Time: 1–3 business days (fabric audits, size screening, quality check, and packaging).
• Transit Duration: 7–10 business days for delivery to your designated Australian address.
An automated email containing trackable carrier details will be sent to you the moment your package departs.

3. Returns, Exchanges & Refunds

What is your return policy for a change of mind or incorrect sizing selection?

We honor a voluntary 30-day return window from the date your tracking status shows delivery. Garments returned due to buyer's remorse or size selection errors must be strictly unwashed, unworn, and unaltered, with all original tags, labels, and packaging intact. For all voluntary change-of-mind claims, the customer is responsible for all return shipping costs back to our designated overseas center.

What if my fashion item arrives faulty, torn, or broken?

Our items come with robust guarantees that cannot be excluded under the Australian Consumer Law (ACL). If you receive a structurally defective piece or the wrong item entirely, please notify us within 48 hours of delivery at info@velanto-boutique.com. Please provide your order number alongside high-quality photos/videos of the defect. Once verified, we will arrange a fast replacement or full refund at zero extra cost to you.

Can I mail my physical return package to your administrative address in Ottawa, Canada?

Absolutely not. Our corporate office in Ottawa operates strictly as an administrative point and does not store, stock, or process physical boutique inventory. Any parcels sent there without prior written confirmation will be rejected by the postal service. Please always email our concierge first to obtain authorized routing info and the correct international fulfillment facility address.