Policy

Shipping

Made to order

Each piece is cut and made after you order it. Allow up to four weeks before dispatch. If we expect to be slower than that we will tell you before you pay, or offer a cancellation and refund.

Rates

Prices on the site and at checkout are in US dollars.

Where we ship

Australia, New Zealand, the United States, Canada, the United Kingdom, Ireland, France, Germany, Italy, Spain, the Netherlands, Belgium, Austria, Switzerland, Sweden, Denmark, Norway, Finland, Portugal, Japan, Singapore, Hong Kong, South Korea and the United Arab Emirates. If your country is not listed, write to hello@vaelle.io and we will quote.

Duties and taxes

Orders outside Australia are shipped with duties unpaid. Any import duty, VAT or handling fee charged by your country is paid by you to the carrier on arrival. We do not mark parcels as gifts or understate values.

Tracking

Card orders receive tracking by email from our payment processor once dispatched. Crypto orders receive tracking at the email given at checkout, if one was given; otherwise your order page at vaelle.io/thanks shows the status.

Lost or damaged in transit

Every parcel is tracked and insured. If a parcel is lost or arrives damaged, tell us at hello@vaelle.io and we replace it or refund you. You do not have to deal with the carrier.

What we keep

We hold your name and address only until the parcel has been handed to the carrier, then delete them from our systems. Our payment processor keeps its own records for card orders under its own policy.