Shipping policy
VANDA vel ships from Sydney, Australia. We make three very different kinds of thing, and each is packed and sent differently. Your shipping cost is calculated automatically at checkout, so there is nothing to arrange after you order.
Where we ship
We ship across Australia and to Austria, Belgium, Canada, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom and the United States. If your country is not listed, email hello.vandavel@gmail.com and we will tell you whether we can arrange delivery.
What shipping costs
- Fragrance — Australia $10 Standard or $15 Express. International $40.
- Pottery — Australia $25. International $95. Insured, signature required.
- Original paintings — free within Australia. International $195. Insured for the full purchase price, signature required.
All prices are in Australian dollars. If your order contains more than one kind of product, checkout shows a separate shipping cost for each, because each travels in its own packaging.
Fragrance
Our fragrances are oil-based and solid formulations rather than alcohol-based sprays. They are not classed as dangerous goods, so we can send them by air both within Australia and internationally with no restriction.
Fragrance orders are dispatched within 1 to 2 business days. Each piece travels in a rigid box with the vessel held in a moulded insert so it cannot shift.
Estimated delivery after dispatch: 2 to 6 business days for Australian Standard, 1 to 3 business days for Australian Express, and 7 to 21 business days internationally.
A note on heat. Oil and solid formulations soften above roughly 30 degrees and can change texture if a parcel is left in direct sun or in a hot mailbox. The fragrance itself is unaffected and firms up again once cool. If you are ordering into a hot climate or through an Australian summer, we recommend Express and a delivery address where the parcel will not sit outdoors.
Pottery
Pottery is fragile and hand-made, and every piece is packed to order. Allow 2 to 3 business days before dispatch.
Each piece is wrapped, suspended in cushioning and double-boxed, so the inner box does not touch any wall of the outer carton. Cartons are marked fragile and travel insured, with a signature required on delivery.
Estimated delivery after dispatch: 2 to 6 business days within Australia, and 7 to 21 business days internationally.
Please open pottery carefully and check it on arrival. If a piece has been damaged in transit, keep all the packaging and see "Damaged or lost parcels" below.
Original paintings
Each painting is a unique work, and we pack every one individually rather than to a standard size. Allow 3 to 5 business days before dispatch.
Works are wrapped in glassine, faced with rigid board, protected at the corners and sent in a double-walled carton built for the piece. Oversized works are crated. Paintings are never sent in satchels or tubes.
Delivery within Australia is free, and we cover insurance for the full purchase price. International delivery is $195 and is also fully insured. Every painting requires a signature on delivery, is never left unattended, and cannot be sent to a PO Box or parcel locker.
Estimated delivery after dispatch: 3 to 10 business days within Australia, and 7 to 21 business days internationally, plus customs clearance.
If you are buying an unusually large work, or shipping somewhere we do not normally send, email us before you order and we will confirm we can deliver it safely.
Order processing
We pack Monday to Friday, excluding NSW public holidays. Orders placed on a weekend or public holiday begin processing on the next business day. You will receive a confirmation email with tracking as soon as your order leaves us.
If your order contains more than one type of product, items may arrive separately, as each is packed and sent in the way that suits it best.
Delivery estimates
All delivery times are carrier estimates and are not guaranteed. They are counted in business days from dispatch, not from when you place your order. Regional and remote Australian addresses take longer than the ranges above. We are not responsible for delays caused by carriers, customs processing, severe weather or other events outside our control.
Duties, taxes and customs
Prices at checkout do not include import duties, taxes or customs charges on international orders. These are set by the destination country and are payable by you, usually to the carrier before delivery. We cannot calculate them in advance or refund them. If a parcel is refused or abandoned at customs, any return and handling costs are deducted from your refund.
Tracking
Every order ships with tracking. If tracking has not updated for 7 business days within Australia, or 15 business days internationally, email hello.vandavel@gmail.com and we will open an enquiry with the carrier.
Delivery addresses
Please check your address carefully before completing checkout. If you spot a mistake, email us straight away and we will correct it if the order has not yet been dispatched. We cannot redirect a parcel once it has left us, and re-delivery costs for parcels returned to us because of an incorrect or incomplete address are payable by you. Paintings and pottery cannot be delivered to a PO Box or parcel locker.
Damaged or lost parcels
If your parcel arrives damaged, photograph the outer carton before unpacking further, then photograph the packaging and the item, and email us within 7 days of delivery. Keep all packaging until the claim is resolved, as carriers require it. If a carrier confirms a parcel lost in transit, we will replace the item where we can or refund it in full. Please see our Refund Policy for how we handle damaged and faulty goods.
Contact
VANDA vel
PO BOX 847, Newport NSW 2106, Australia
hello.vandavel@gmail.com