Frequently asked questions (FAQ)

Last updated: 8 December 2025

How long does it take to process my order?
At Vela Oceania, we aim to process and prepare your order for shipment on the same day provided it is placed before 10:00 pm (AEST). Orders submitted over the weekend will be processed on the following business day.

When will my order be delivered?
The typical delivery timeframe is between 1 to 3 business days and consists of two stages:

Processing:
Orders are prepared and processed on the same day, Monday to Saturday. Orders placed before 10:00 pm (AEST) are handled the same day.

Delivery:
After processing, your order will usually arrive within 1 to 3 business days. Please note that delivery times are estimates. Unforeseen factors such as courier delays or weather conditions may affect the actual delivery timeframe.

Note: Business days are counted from Monday to Saturday.

For complete details, we encourage you to review our Shipping Policy on our website.

How do I track my order?
Once your order has been dispatched, you will receive an email confirmation with your tracking number. You can use this number to monitor your shipment at any time via the ‘Track Your Order’ page on our website.

Are there any shipping fees?
No. We are pleased to offer free shipping on all orders, regardless of the size or weight of the package.

What is your return policy?
You may return your item within 30 days of receiving your order. Once your return is approved, a refund will be issued to your original payment method. For full terms and conditions, please refer to our Return Policy.

Do you offer free returns?
We do offer free returns. Customers aren't responsible for the cost of return shipping unless the item is defective or qualifies for an exception. More information is available in our Return Policy.

Are there any return exceptions?
Yes. Some products may only be eligible for a partial refund. This includes items that have been used, damaged, or are not returned in their original condition. Please see our Return Policy for more details.

Need help with your order?
Our customer service team is here to assist you. If you have any questions or concerns about your order, feel free to get in touch via our Contact Form below. We aim to respond promptly and ensure a smooth experience.

Company name: Lumine
Adress :  Suite 1094, 10 Albert Avenue, Broadbeach QLD 4218, Australia
Company number: 76538287
E-Mail: Contact@velaoceania.com
Contactform: Contact
Phone: +61 468066092

Our customer service is available Monday to Friday, from 9:00 AM to 5:00 PM (AEST),