Frequently asked questions

VELVET opens with its first collection: cloth woven in northern Italy, arriving in Australia for the first time after months in the making. The first weaving is made in a set number. Pre-ordering secures your pieces from it, paid in full at checkout and reserved from that moment.

First orders ship 8 to 12 December 2026, in limited numbers. Each product page shows its current dispatch date. We write to you before dispatch, and again when your order is on its way, with tracking.

Yes. Until dispatch you can change the delivery address or cancel for a full refund. Write to service@shopvelvet.co with your order number.

From Sydney, Australia wide.

Standard delivery is A$19. Members of our email list ship with our compliments on orders over A$350. Express is A$25, or A$49 on orders from A$350 and A$79 from A$700. Every order travels with tracking.

Join our email list with your address, anywhere on the site. That is all it takes. At checkout, use the same email and complimentary standard shipping applies to orders over A$350.

Yes. Every price is in Australian dollars and includes GST.

Before dispatch, yes. Write to us with your order number. Once an order has left us it can't be redirected.

Within 14 days of delivery, unused and unwashed, in the original box. We refund to your original payment method within five business days of receiving the piece. Return postage is yours, and we recommend a tracked service.

A faulty piece is a different matter. It is replaced or refunded at our cost, under the Australian Consumer Law, always.

Each weaving is made in a set number, so we don't hold pieces to exchange from. Return within 14 days and place a new order for the piece you'd prefer.

At a family mill in northern Italy, three generations in the same craft, where every towel is woven, cut and finished under one roof.

100% cotton, ring-spun and low-twist. The yarn is dyed before it is woven, so the colour is in the fibre rather than on it. Independently tested against 100+ harmful substances.

The towel is woven as a single cloth with two faces: a cut-pile side that feels the way our name suggests, and a loop-pile side that does the drying. Two purposes, one piece of cloth, no seams.

The Temple, 30 × 30 cm (11.8 × 11.8 in), for the face. The Rest, 50 × 100 cm (19.7 × 39.4 in), for the hands. The Heat, 75 × 140 cm (29.5 × 55.1 in), the bath towel. The Immersion, 100 × 184 cm (39.4 × 72.4 in), the bath sheet, and the size you take to the pool. Each bath size is cut past the standard it replaces. See the Size Guide for the outlines side by side.

Wash before first use. Machine wash warm, without fabric softener, which coats the fibre and undoes the softness. Line dry or tumble low. The towel improves with age.

Yes. Because the yarn is dyed before weaving, the colour lives inside the cloth and holds through every wash.

It is mostly given. Every order arrives boxed, with a hand-finished card carrying your words, and never a price. Tell us what the card should say in the bag.

Yes, in a range of set amounts, sent by email to you or straight to them, and valid for three years. Gift card.

An Australian founder from the luxury goods world. The mill has three generations of names. The founder prefers the cloth to speak.

service@shopvelvet.co. A person answers, within 48 hours.