Frequently Asked Questions (FAQ)

Welcome to the Vera Jani FAQ section, created specifically for our valued customers in Australia. We aim to make your shopping experience as elegant and effortless as our designs. Below you will find answers to common questions regarding ordering, shipping, returns, and our company policies.

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Ordering & Company Information

1. How can I contact your customer support team?

Our preferred and most efficient contact method is email. Our dedicated support team is ready to assist you with any product inquiries or order-related issues.

1. Email: support@verajani.com
2. Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (CET)

We strive to respond to all queries within 1 business day to ensure prompt resolution.

2. What payment methods do you accept?

We accept all major credit cards and other secure payment methods supported by our e-commerce platform, Shopify. All transactions are processed securely using SSL encryption.

3. Can I cancel my order after placing it?

We can only process an order cancellation before it has been processed and shipped from our facility. Please contact us immediately at support@verajani.com if you wish to cancel. Once the order has been dispatched, you will need to follow our standard return procedure upon delivery.

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Shipping & Delivery Australia)

1. Do you ship outside of Australia?

No. We currently focus exclusively on serving our customers within Australia. International shipping is not available at this time.

2. What is your handling time?

Our standard order processing (handling) time is 1–3 business days (Monday to Friday). This time allows us to perform essential quality control checks and meticulous packaging before shipment. Orders placed after 3:00 PM NZST will begin processing the next business day.

3. How long will it take for my order to arrive?

We offer tracked shipping with the following estimated timeframe:

Please note that these times are estimates and may vary slightly due to local postal schedules or unforeseen logistical events.

4. Is tracking included with my order?

Yes, tracking is included on all orders. Once your order has shipped, you will receive an email confirmation containing your unique tracking number and a link to monitor your package's journey in real-time.

5. What should I do if my package is delayed or lost?

If your order has not arrived within the estimated timeframe, please check your tracking link for the latest update. If the tracking shows no movement or the package appears lost, please contact us at support@verajani.com. We will launch an immediate investigation with the carrier and arrange a suitable resolution, which may include a replacement or a full refund.

For more detailed information, please review our full Shipping Policy.

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Returns, Refunds, & Warranty

1. What is your return period?

We offer a 30-day return window from the date of delivery. This generous period allows you to ensure the item perfectly meets your expectations.

2. What are the requirements for a return?

To be eligible for a refund, the item must be:

1. Unused, unworn, and unwashed.
2. In its original, resaleable condition.
3. Returned in its original packaging with all tags securely attached.
4. Accompanied by a proof of purchase.

3. Who pays for return shipping?

The customer is responsible for covering the cost of return shipping, unless the item was received faulty, damaged, or incorrect. We highly recommend using a Track & Trace service for your return shipment, as we cannot issue a refund for parcels lost without tracking.

4. How long does the refund process take?

Once your returned item is received, inspected, and approved, your refund will be issued back to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the funds back into your account.

5. Do you offer exchanges?

We do not offer direct exchanges. To receive a different size or item, please place a new order on our website and follow the standard return procedure to receive a refund for the original item.

6. Is there a product warranty?

Yes. All purchases from Vera Jani include a 1-year product warranty. This warranty covers manufacturing defects and faults that occur under normal, intended use within 12 months of delivery. It does not cover misuse or accidental damage. To file a claim, please contact support@verajani.com with your order number and clear photos/videos of the fault.

7. How do your policies comply with Australia Consumer Law?

Our policies are designed to uphold and complement your robust statutory rights under the Australia Consumer Guarantees Act 1993 (CGA). This ensures that any goods purchased must be of acceptable quality and fit for purpose.

For comprehensive details on all conditions, please refer to our full Refund Policy.

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Privacy & Legal Information

1. How do you protect my personal data?

We prioritize your data security. We use reasonable administrative, technical, and physical security measures, and all payments are processed securely through Shopify’s SSL-encrypted checkout. We strictly adhere to the requirements of the Australia Privacy Act 2020 in handling your information.

2. Do you sell my personal information?

No. We uphold a strict policy: we will never sell your personal information to third parties. We only share information with trusted partners (like Shopify or shipping carriers) when necessary to fulfill your order or service our website, and they are bound by strict data protection agreements.

3. What are my privacy rights as a Australia resident?

Under the NZ Privacy Act 2020, you have the right to access your personal data, request its correction or deletion, and complain to the Office of the Privacy Commissioner if you believe your data has been mishandled.

4. Which laws govern your Terms of Service?

Our Terms and Conditions are governed by and construed in accordance with Australia law.