Shipping Policy

Last updated: 9 August 2026

1. Overview

Thank you for ordering from Verse & Velvet.

This Shipping Policy explains how physical products purchased through our website are produced, processed and delivered.

Verse & Velvet is an Australian business based in Victoria and operates under ABN 25 390 317 785.

Some of our physical products, including books, are printed and fulfilled on demand by Lulu Direct or another trusted printing and fulfilment provider. This means your product may be printed specifically for your order rather than taken from existing inventory.

Your purchase remains with Verse & Velvet. For all order, production, shipping, tracking and delivery enquiries, contact:

orders@verseandvelvet.com.au

Please do not contact the printing provider or delivery carrier before contacting us. We will investigate and communicate with the relevant provider on your behalf.

2. Where we deliver

We offer delivery to Australia and selected international destinations.

Available delivery locations and shipping methods will be displayed during checkout after you enter your delivery address.

Delivery may be temporarily unavailable to certain countries or regions because of carrier restrictions, customs requirements, conflict, sanctions, natural disasters or other circumstances outside our reasonable control.

If your destination is not available during checkout, we are currently unable to accept an order for delivery to that location.

We may update the countries and regions we service as fulfilment and carrier availability changes.

3. How our books are produced

Many Verse & Velvet books and other physical products are produced using a print on demand model.

Once your order has been accepted, it may move through the following stages:

1. Order processing

2. Printing

3. Quality control

4. Binding and finishing

5. Packaging

6. Transfer to the delivery carrier

7. Delivery to your nominated address

Production time is separate from shipping time.

Because the product is created specifically for your order, it will not normally be dispatched immediately after checkout.

4. Production time

Production times vary depending on:

• the product ordered

• the number of copies

• the print specifications

• the available printing facility

• current production volume

• quality control requirements

• public holidays

• unexpected production interruptions

Books commonly require several business days to print, bind, inspect and package before dispatch. The estimate presented at checkout or in your order confirmation should be treated as the most relevant estimate for your particular order.

Business days generally exclude Saturdays, Sundays and public holidays observed by the relevant printing facility or delivery provider.

If production is materially delayed, we will provide an update when the information becomes available to us.

5. Estimated delivery times

Any delivery window shown during checkout is an estimate rather than a guaranteed arrival date unless we expressly state otherwise.

Depending on the checkout system and fulfilment method, the displayed estimate may include both:

• production time

• shipping time after dispatch

Delivery estimates may be affected by:

• production demand

• destination

• selected delivery method

• carrier performance

• customs processing

• weather

• natural disasters

• public holidays

• industrial action

• border restrictions

• local postal conditions

• events outside our reasonable control

Selecting an express delivery method generally shortens the shipping stage. It does not necessarily remove or shorten the time required to print and prepare the product.

If you need a product for a particular event or date, please order as early as possible. Contact us before ordering if timing is essential, although we cannot guarantee delivery by a particular date unless that guarantee is expressly provided in writing.

6. Shipping charges

Shipping charges are calculated or displayed during checkout before payment is completed.

The shipping amount may depend on:

• the destination

• the number of products

• product dimensions and weight

• the printing facility

• the selected delivery method

• carrier pricing

• available tracking

• applicable taxes

Shipping charges may change from time to time as fulfilment and carrier costs change. Any change will apply to future orders and will not alter the shipping amount already paid for an accepted order.

7. Order confirmation

After placing an order, you should receive an order confirmation at the email address entered during checkout.

Please review the confirmation carefully and ensure that the following information is correct:

• your name

• your email address

• the products ordered

• the quantity

• the delivery address

• the selected shipping method

If you do not receive an order confirmation, check your junk or spam folder before contacting us.

If the confirmation contains an error, contact orders@verseandvelvet.com.au immediately and include your order number and the correct information.

8. Delivery addresses

You are responsible for entering a complete and accurate delivery address during checkout.

This includes:

• the recipient’s full name

• street number and street name

• apartment or unit number

• suburb or city

• state, province or region

• postcode

• country

• any delivery information reasonably required by the carrier

We are not responsible for delays caused by missing or inaccurate information supplied at checkout. However, we will take reasonable steps to help correct an address where possible.

9. Address changes

If you need to change a delivery address, contact orders@verseandvelvet.com.au immediately and provide:

• your order number

• the original address

• the complete corrected address

Address changes are not guaranteed.

Once an order has entered production or progressed beyond a certain production stage, the fulfilment provider may be unable to change the address. An address generally cannot be changed after the order has been dispatched.

If an order has already been dispatched, you may need to contact the carrier using the tracking information provided. Any redirection service is subject to carrier availability and may involve an additional charge.

10. Tracking information

Where tracking is available, you will normally receive a shipping confirmation email after your order has been dispatched.

The email may include:

• the carrier’s name

• a tracking number

• a link to tracking information

• an estimated delivery window

Tracking information may take a short time to become active after the carrier receives the parcel.

Some shipping methods provide limited tracking or milestone updates rather than detailed movement scans.

If tracking has not updated for several business days, this does not always mean the parcel is lost. Delays can occur between carrier scans, during customs processing or when a parcel is transferred to a local postal service.

If you have not received tracking information after your order has been marked as dispatched, contact orders@verseandvelvet.com.au.

11. Split shipments

Products within the same order may be produced or dispatched separately.

This may happen where:

• products require different printing methods

• products are manufactured at different facilities

• part of the order becomes ready earlier

• different carriers are required

• fulfilment from separate locations provides a more practical delivery option

If your order is divided into multiple shipments, you may receive more than one shipping notification and tracking number.

Receiving one part of an order does not necessarily mean that the remaining items have been omitted.

12. Preorders

A preorder is an order placed before a product’s expected release or fulfilment date.

Any release, production, dispatch or delivery date shown for a preorder is an estimate unless expressly described as guaranteed.

Preorder dates may change because of:

• final production requirements

• printing capacity

• quality control

• manufacturing delays

• freight disruption

• customs processing

• circumstances outside our reasonable control

If a preorder is materially delayed, we will provide an update and the options required under applicable law.

If we become unable to supply the preorder, we will provide a refund to the original payment method.

Where a preorder is purchased with an available product, the products may be shipped together after the preorder becomes available or dispatched separately. The relevant arrangement will depend on the products and fulfilment options available.

For questions about a preorder, contact orders@verseandvelvet.com.au.

13. Australian delivery

Australian orders may be printed within Australia or at another available printing facility, depending on the product, production capacity and fulfilment network.

After dispatch, delivery may be completed by Australia Post, a courier or another available carrier.

Regional and remote locations may require additional transit time.

Delivery estimates do not account for every possible delay affecting regional services, public holidays, severe weather or local carrier operations.

14. International delivery

International orders may be produced and dispatched from a printing facility located within or outside the destination country.

The facility used may depend on:

• the product specifications

• facility capability

• destination

• production capacity

• fulfilment availability

International delivery may take longer because of distance, carrier transfers, customs inspections, border processing and local postal conditions.

A parcel may be transferred to a local postal service for final delivery after arriving in the destination country.

International delivery windows are estimates and cannot account for every customs or carrier delay.

15. Customs, duties and import taxes

International orders may be subject to customs duties, import taxes, processing fees or other charges imposed by the destination country.

Unless checkout expressly states that duties and import taxes have been collected, these charges are the responsibility of the recipient.

Verse & Velvet does not determine or control charges imposed by customs authorities.

Customs authorities may require the recipient to provide information, identification or payment before releasing a parcel.

A delay caused by customs processing does not necessarily mean that a parcel is lost.

International customers are responsible for checking whether a product can lawfully be imported into their country.

If you refuse a parcel or do not pay a required customs charge, the parcel may be abandoned, destroyed or returned. Any refund will be assessed after the outcome of the shipment is known and may be reduced by shipping, customs and return costs that we cannot recover, to the extent permitted by law.

Mandatory consumer rights available in your country remain unaffected.

16. Delivery attempts and collection

Depending on the carrier and destination, delivery may require:

• someone to be present

• a signature

• collection from a post office or service point

• action following an attempted delivery notice

• payment of customs charges

You are responsible for monitoring tracking information and collecting a parcel within any timeframe set by the carrier.

If a parcel is returned because it was not collected, delivery was refused or the carrier could not access the address, contact orders@verseandvelvet.com.au.

Where the return was not caused by a fault on our part, additional production or shipping charges may apply before the order can be sent again. We will explain any proposed charge before proceeding.

17. Incorrect or incomplete addresses

If an order cannot be delivered because the address entered during checkout was incorrect or incomplete, the parcel may be returned, abandoned or destroyed by the carrier.

Contact us as soon as you discover an address error.

Where the product must be produced or shipped again because of an address error supplied by the customer, reasonable additional charges may apply. We will disclose those charges before arranging another shipment.

This section does not apply where the delivery error was caused by Verse & Velvet, our fulfilment provider or the carrier.

18. Delayed orders

Occasional production and shipping delays can occur.

If your order has not arrived within the estimated delivery window:

1. Review the latest tracking information.

2. Check for an attempted delivery notice.

3. Check with other members of your household or workplace.

4. Check any safe location where the carrier may have left the parcel.

5. Contact the local delivery carrier if tracking identifies the carrier.

6. Contact orders@verseandvelvet.com.au if the issue remains unresolved.

When contacting us, include:

• your full name

• your order number

• your delivery address

• the tracking number, if available

• a description of the issue

We will investigate with the fulfilment provider or carrier and explain the available next steps.

If a product cannot be supplied within the agreed timeframe or a reasonable time, we will provide an appropriate solution as required by the Australian Consumer Law.

19. Missing parcels

A parcel will not necessarily be treated as lost immediately after the estimated delivery date.

Carriers may require a reasonable investigation period before confirming that a parcel is missing.

If tracking shows no delivery and the parcel has not arrived after a reasonable period, contact orders@verseandvelvet.com.au.

We may ask you to:

• confirm the complete delivery address

• check with household members, neighbours or building management

• check with the local post office or carrier

• complete a written declaration confirming that the parcel was not received

• provide any information reasonably required for a carrier investigation

If the parcel is confirmed lost, we will provide an appropriate remedy, which may include a replacement or refund, in accordance with applicable law.

20. Parcels marked as delivered

If tracking shows that a parcel was delivered but you cannot locate it:

1. Check the delivery location carefully.

2. Check mailrooms, reception desks and safe locations.

3. Ask household members, neighbours or building management.

4. Allow a short period in case the carrier marked the parcel as delivered before completing delivery.

5. Contact the carrier for delivery details.

6. Contact orders@verseandvelvet.com.au if the parcel remains missing.

We will take reasonable steps to help investigate. The available resolution will depend on the carrier’s findings, proof of delivery and applicable consumer law.

21. Products damaged during delivery

Please inspect your order after delivery.

If a product arrives damaged, defective, incorrectly printed or materially different from what you ordered, contact orders@verseandvelvet.com.au as soon as reasonably possible.

Include:

• your full name

• your order number

• a description of the issue

• a photograph of the entire product

• clear photographs showing the damage or defect

• a photograph of the packaging and delivery label where relevant

Photographs allow us to assess the problem and raise the matter with our fulfilment provider more quickly.

Do not dispose of the product or packaging until we confirm whether they are required for the investigation.

Depending on the circumstances and your rights under applicable law, the remedy may include a replacement, refund or another appropriate resolution.

There is no fixed reporting deadline that removes your statutory rights. However, reporting delivery damage promptly helps us investigate the matter with the carrier and fulfilment provider.

22. Incorrect products or quantities

If you receive an incorrect product or quantity, contact orders@verseandvelvet.com.au and include your order number and clear photographs of what you received.

We will compare the delivery with your order and provide an appropriate solution.

Do not return the product before receiving instructions from us.

23. Normal print variations

Print on demand products may have minor differences between individual copies or between a physical copy and a digital preview.

These may include slight variations in:

• colour

• paper tone

• trimming

• binding

• image placement

• cover alignment

• finish

A minor manufacturing variation is not necessarily a defect.

However, this does not limit your rights where the variation is substantial, the product is damaged, content is missing, the product is materially misaligned or it otherwise fails to meet a consumer guarantee.

24. Change of mind

Shipping charges are not ordinarily refundable where you change your mind about a correctly supplied product, unless our Return and Refund Policy expressly provides otherwise.

Products created through print on demand are manufactured specifically for an order and may not be eligible for a change of mind return.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.

Please read our Return and Refund Policy for complete information.

25. Digital products

Digital products are delivered electronically and do not require physical shipping.

Instructions for accessing a digital product will be sent to the email address entered during checkout or displayed after purchase.

For technical assistance accessing a digital product, contact support@verseandvelvet.com.au.

For payment, cancellation or refund enquiries relating to a digital product order, contact orders@verseandvelvet.com.au.

26. Events and workshops

Tickets, registrations and access to events or workshops are not physically shipped unless the relevant listing expressly states otherwise.

Confirmation and attendance information will generally be delivered electronically to the email address provided during checkout.

Specific event delivery, access and cancellation terms may apply and will be displayed with the event information.

27. Circumstances outside our reasonable control

Production or delivery may be affected by events outside our reasonable control, including:

• severe weather

• natural disasters

• fire or flood

• industrial action

• carrier interruption

• customs delays

• border closures

• conflict

• civil disturbance

• public health emergencies

• power or system failures

• disruption at a printing facility

If such an event affects your order, we will take reasonable steps to provide updates and find an appropriate solution.

This section does not remove any right or remedy that cannot lawfully be excluded.

28. Consumer rights

Our products and services come with rights and guarantees that may not be excluded under the Australian Consumer Law.

Nothing in this Shipping Policy excludes, restricts or modifies any statutory right, consumer guarantee or remedy that cannot lawfully be excluded.

If we cannot supply a paid product on time or within a reasonable period, we will provide an appropriate solution as required by applicable law.

29. Contact us

For all enquiries concerning:

• order confirmation

• production

• shipping

• delivery estimates

• tracking

• address changes

• preorders

• international delivery

• customs

• delayed parcels

• missing parcels

• damaged deliveries

• incorrect products

• replacements

• shipping related refunds

Contact:

orders@verseandvelvet.com.au

Please include your full name and order number so we can assist you efficiently.

Verse & Velvet
ABN 25 390 317 785
Victoria, Australia