Frequently Asked Questions

Ordering

How do I place an order?
Browse our collection and select your preferred product and size. Add the item to your cart and proceed to checkout. Enter your delivery and billing details, choose a payment method, and complete your purchase. You will receive an order confirmation email once your order has been successfully placed.

Can I change or cancel my order?
Orders can be changed or cancelled within 1 business day, provided the order has not yet been processed or shipped. Once an order has entered fulfilment, changes may no longer be possible. Please contact our customer support team as soon as possible for assistance.

Shipping

Where do you ship?
We currently ship only within Australia.

How long does delivery take?
Orders are processed within 1 to 2 business days. Estimated delivery time is 4 to 12 business days, depending on your location. Delivery times may vary during busy periods or due to factors outside our control.

How can I track my order?
Once your order has been shipped, you will receive an email containing a tracking link. You can also track your order via the Track Your Order page on our website.

Payments

What payment methods do you accept?
We accept secure payment methods available at checkout, including major credit and debit cards and supported digital payment options.

Is my payment information secure?
Yes. All payments are processed through secure, encrypted payment gateways. Vera Sydney does not store full payment card details on its servers.

Returns & Refunds

What is your return policy?
Returns can be requested within 30 days of receiving your order. Items must be unused, unworn, and returned in their original condition with all packaging and tags intact. Full details are available in our Return & Refund Policy.

How do I request a return?
Please contact our customer support team before sending any items back. Email info@vera-sydney.com with your order number and reason for return. Once approved, you will receive return instructions.

When will I receive my refund?
After your return has been received and inspected, approved refunds are issued to the original payment method. Refunds are typically processed within 7 business days, depending on your payment provider.

What if my item arrives damaged or incorrect?
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible with your order number and clear photos of the issue. We will assist you in line with Australian Consumer Law.

Customer Support

If you have any questions about your order, returns, or general enquiries, our customer support team is happy to assist.

Email: info@vera-sydney.com
Phone: +61 3 4052 7038
Contact page: Contact

Customer service hours: Monday to Friday, 09:00 AM to 05:00 PM (AEST)
We aim to respond to all enquiries within 1 to 2 business days.

Business & Company Information

Company name: JWK E-com
Business address: Hertogstraat 10, 2405 ZH, Alphen aan den Rijn, The Netherlands
Company Number: 91469457

Store name: Vera Sydney
Warehouse address: 29 Elm Way, Jerrabomberra, New South Wales 2619, Australia

Returns and fulfilment are coordinated through our authorised logistics and fulfilment partners.