Thank you for shopping with us!
Please allow 1-2 business days, for us to process and ship your order. This time frame may increase during sales.
*Please Note: Selecting an upgraded shipping option will not decrease the time it takes to process orders, it only speeds up shipping time it takes to receive your order.
We process and ship out orders Monday - Friday and are closed on Saturdays, Sundays, and National Holidays.
Once your order has been shipped and tracking information has been provided. Velvet House reserves the right to not be responsible for any lost or stolen packages.
If this occurs you have the option of filing a claim through USPS: https://www.usps.com/help/claims.htm or with your local police department.
Shipping cost for your order is calculated at checkout.
*Please note Velvet House is not responsible for shipping deliveries/delays due to customs or transfers from USPS to the local carries in your country, and delays once the package is in USPS hands.
Velvet House is not responsible for any taxes or customs fees your order may incur when receiving an international package.
THE VELVET PROMISE
We stand behind our products and want you to be satisfied with them. We do our best to take care of our customers - dealing with all situations fairly and responsibly. If you received a damaged or defective item, contact us within 5 days of receiving the damaged item so we can rectify the situation immediately. Please contact us at firstname.lastname@example.org and we will reach out to solve the problem.
WE ONLY OFFER STORE CREDIT FOR RETURNS. WE DO NOT ISSUE REFUNDS TO ORIGINAL METHOD OF PAYMENT.
All SALE ITEMS ARE FINAL SALE.
ALL POP UP PURCHASES ARE FINAL.
Any order that was purchased ON SALE and has a Final Sale stamp is non-refundable with no returns or exchanges. NO EXCEPTIONS.
We hope this will encourage you to take your time in selecting your purchases and feel free to reach out to us with any questions regarding sizing or styling at email@example.com. Store credits issued for qualified purchases never expires.
If you are not completely satisfied and your order qualifies, we accept returns for store credit. (USA ONLY)
Please submit the return form within 5 days of receiving your order.
All International Orders (Outside USA) are non refundable. International orders do not qualify for returns/exchanges. Taxes and Duties are the responsibility of the customer.
We do not perform exchanges. Please return your original order as per the requirements laid out below and place a new order for the style/size you would like.
- NO RETURNS OR RETURN REQUESTS CAN BE INITIATED OR PROCESSED VIA INSTAGRAM DM.
Merchandise must be delivered back to our facility by the 28th day from the original purchase date.
Items returned past the 28-day grace period, will not be eligible for credit and you are responsible for the postage back to you.
Merchandise must be unworn, unwashed, unstained and unperfumed.
Bodysuits, swimwear, lashes, accessories and undergarments cannot be returned for any reason.
Merchandise must have all tags, including any Velvet House hangtags, attached.
Items returned that do not meet the above requirements will not be issued a store credit and you will be responsible for postage back to you.
Non-Velvet House items sent to us will be discarded upon receipt.
- We do not cover return shipping.
Velvet House reserves the right to solely define and limit, refuse and/or reject returns from customers at any time due to irregular or excessive return histories.
To request a return form, please contact firstname.lastname@example.org.
Once the form is submitted and merchandise is back to us, please allow up to three business days for us to generate and email store credit.
Our business hours are Monday - Friday 9AM - 5PM (PST).