Language: English (Australia)
Delivery: Australia
Currency: AUD

CATEGORIES

 

General

    At Velocity we want our members to be satisfied with their Rewards. Please read the below information prior to making a redemption to become familiar with our policies, Terms and Conditions and any rights under the Australian consumer law.

     

  1. What is the Velocity Rewards Store?

    The Velocity Rewards Store is a service available to Velocity Frequent Flyer members. In the Velocity Rewards Store you can use your Velocity Points for a wide selection of rewards.

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  3. Is anyone eligible to use their Velocity Points at the Velocity Rewards Store?

    Only members of the Velocity Frequent Flyer program are eligible to use their Velocity Points at the Velocity Rewards Store.

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  5. How do I use Points in the Velocity Rewards Store?

    • 1. Log in to your Velocity Frequent Flyer account using your membership number.
    • 2. Select the reward or item you would like to use your Velocity Points on.
    • 3. Add the product or item to your Shopping Basket and complete the check-out process.
    • 4. Payment in the form of either Points Only or Points + Pay (as applicable) will be deducted from your account at the time of redemption.
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  7. How do I earn Points to use in the Velocity Rewards Store?

    Points in your Velocity account are available for redemption in the Velocity Rewards Store. However, you are not able to earn Points within the Velocity Rewards Store. If you wish to earn Points whilst shopping head to the Velocity eStore.

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  9. How do I find my Points balance?

    Simply log in to the Velocity Rewards Store to view the total Points balance you have available. You can also check your balance by logging into your Velocity account.

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  11. Can I return or cancel an item I redeemed in the Velocity Rewards Store if I don't like it?

    Yes, you have 14 days to return the item. Your Velocity Frequent Flyer Points and/or Points + Pay will then be credited back to your account. We do have a discretionary policy to allow change of mind returns. Please ensure your item is in its original packaging and has not been used prior to returning.

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  13. What are my rights under the applicable consumer law for faulty goods?

    The Australian consumer law or or New Zealand consumer law (as applicable) applies to faulty goods. Please contact the manufacturer for more information on the warranties on their products for faulty goods.

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  15. Where can I find a list of all brands included in the Velocity Rewards Store?

    You can select the category from any page on the site to see a full list of items available. To sort by Points range, use the filter on the left-hand side of the page after you select one of the categories.

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  17. What if I have a question about the Velocity Reward Store or my redemption reward?

    For any questions regarding your redemption please submit a support request webform, or contact the merchant directly. Your merchant details can be located on your order confirmation email or on the product page at the Rewards Store.

    For general questions regarding your Velocity Frequent Flyer account please contact the Velocity Frequent Flyer membership contact centre.

 

 

PRODUCTS

     

     

  1. If the product I want is not shown in the Velocity Rewards Store, can I still redeem Points for it?

    If a product is not on the Velocity Rewards Store website, it is not available for redemption. However please check back regularly as we are constantly updating our product range.

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  3. What can I do if an item I want has disappeared?

    If a product is out of stock it will no longer be available for redemption on the Velocity Rewards Store and may disappear from your Wishlist or basket. Please keep checking in as we are always working to update our product range.

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  5. How long will specific items be made available for redemption?

    Availability of our products is subject to change and may change at any time without notice. We are constantly working to update our selection with a range of the the latest items.

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  7. How Do I Know Which Merchant Supplied My Order?

    Your merchant details can be located on your order confirmation email. Alternatively, if you have not yet placed an order you can check the merchant under the “Contact” tab on the specific product page.

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SHOPPING BASKET

     

     

  1. How does the check-out process work?

    • Select "Check-out" after all the items you wish to redeem are placed in your basket. Your address stored in our database will be pre-filled. If your registered address in our database is a P.O. Box, please provide an alternative delivery address. We do not deliver items to P.O. Boxes and if this is not updated whilst in the check out stage your product will not be shipped.

      It is recommended that you edit the delivery address if you require a change but please note that this will not be saved for future use. On the check-out page, review your order details and click “Place order” to complete your order if all of your details are correct. An e-mail confirmation will be sent to the e-mail address from your Velocity membership account. You can also view the information on all completed redemptions from September 2018 under "Account". Previous Rewards Store redemptions made prior to September 2018 will not show in your order history, these can be found by logging in to your Velocity membership account.
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  3. Can I call the Velocity Frequent Flyer membership contact centre to redeem an item?

    No, Velocity Rewards Store redemptions can only be processed through the website at https://shop.velocityfrequentflyer.com/.

  4. Shipping costs are included in the total purchase price displayed when you redeem a product on the Velocity Rewards Store.

 

 

SHIPPING AND DELIVERY

     

     

  1. We do not deliver merchandise to a P.O. Box or parcel locker. For members with a P.O. Box registered to their Velocity membership account, please provide an alternative delivery address when checking out.

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  3. How long will standard delivery take?

    • If you have ordered a physical product or gift card it will be dispatched within 14 working days of redemption. Please ensure your delivery address and details are correct when placing an order. Please check the process associated with each partner on the Velocity Rewards Store website.
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  5. How do I cancel an item?

    All orders are final once your order submission has been received by the Velocity Rewards Store during the redemption process. A product redemption can be cancelled, exchanged or returned within a 14-day period following the order. Refunds will be processed within 7 business days.

    Please contact the merchant directly to receive instructions on how you can return your merchandise. You can also request more information on how to cancel a voucher.  Your Velocity Points will be credited back into your account after confirmation of cancellation by the partner. This could take up to 30 days. You can find partner details on the product details page.

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  7. Will all my items be shipped together?

    Your items may be shipped separately. Once items in your order have been shipped, you can view a link to track the status of your package(s) by visiting the “My Orders” page.

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  9. Can I get my item gift-wrapped?

    We do not currently offer gift-wrapping however we are constantly looking at ways to improve our member experience.

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  11. What if I provided an incorrect shipping address?

    Please make sure to review all shipping and delivery details prior to checking out. Velocity Frequent Flyer will not be responsible for non-delivery of items due to invalid/incorrect addresses provided by members. In cases where another attempt to deliver the items is required, additional charges may be incurred.

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  13. What if my item has not arrived by the expected delivery date?

    If the product has not arrived please contact the merchant. You can find your merchant details on your confirmation email.

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VOUCHER REDEMPTION

     

     

  1. Please check the Terms and Conditions of your voucher. Each voucher available for redemption at the Velocity Rewards Store may have differing expiry validity. See product description for more information.

 

 

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