RETURN/EXCHANGE/REFUND POLICY
We want to ensure that your shopping experience with us is enjoyable and satisfactory. However, we understand that sometimes things may work out differently than planned. If this happens, we have a general return/exchange process to help you.
General Return/Exchange Process
Step 1: Initiate Your Return & Exchange
If you need to initiate a return, please send us an email at info@velviette.com with your order number, and our customer service team will provide you with professional and helpful suggestions to help you with the return process.
Step 2: Ship Your Product Back
After we approve your request and provide our return/exchange address, please return the item within 7 days by following our instructions. We recommend using a tracking service for delivery confirmation, as we can only issue a refund/exchange once we receive the product back. So that you know, we do not pay the shipping fee for returning products.
Step 3: Refund
Once we receive your return, we will inspect the item within 3–5 business days and process your refund accordingly.
30-Day Right of Withdrawal
We offer a 30-day right of withdrawal on all eligible products. This gives you the flexibility to change your mind and return your order within 30 days from the date you received it, as long as the return conditions are met.
Exchanges
At the moment we do not offer exchanges.
If you'd like a different item, size, or color, simply place a new order and return the original product for a refund by following the return instructions.
This helps us provide faster and more efficient service to all our customers.
Return Exceptions – Swimwear and Underwear
For hygiene reasons, special return conditions apply to underwear and swimwear such as bikinis, bikini bottoms, and swimsuits. These items can only be returned if the hygiene seal (e.g., protective lining in the crotch) is intact, and the item is unused, in its original condition, and with all original tags attached.
If the protective seal has been removed or if the item shows any signs of use, we reserve the right to decline the return.
This is standard practice in e-commerce to ensure safety and hygiene for all our customers.
Please note:
Before returning the product, please contact us to initiate the return/exchange process. Direct return at the delivery time or to the local post office without prior contact would not be accepted. You can email us at info@velviette.com with RETURN in the email subject line. Additionally, we only issue refunds/exchanges for items that are within the scope of our Return/Exchange Policy.
Non-Refundable
We are committed to offering carefully selected products and a smooth shopping experience. However, if you receive a defective product, we will gladly accept your return/exchange. Please note that sizing issues, change of mind, damages due to use, washing, self-repair, or other human interventions do not qualify as quality issues.
To be eligible for a return, all items must be unworn, unused, and in the original condition with the original packaging and tags attached. We cannot refund any garments that appear to have been worn, washed, or altered. Please keep in mind that items sent to you as a replacement or exchange are non-refundable. Our customers are responsible for the return shipping costs.
Please note that Velviette.com is not responsible for any failed delivery attempts caused by customer negligence. Negligence includes but is not limited to refusal of shipment confirmation and incorrect or incomplete consignee information such as order address, contact number, or consignee name. In this case, we are unable to provide a refund. If you find that your order information is incorrect, please contact us at info@velviette.com with your order number and correct information as soon as possible. We are more than happy to help you.
Return
Returns may be made within 30 days from the date you've received your items. Please do not send return items to the sender's address printed on the package — returns sent there cannot be accepted. Always contact our customer service at info@velviette.com to receive the correct return address and instructions.
Refund
After your return items have arrived and confirmed with the outlined refundable conditions at our warehouse, we will initiate your refund in 5 business days.
For best customer service, like always, we will notify you via email once your return package has been received and let you know whether the items qualify for a refund.
We will send you a second email when the refund is on the way back to you; please expect up to 7 days for the fund to arrive.
If you haven't heard from us after 7 days or have any queries regarding your refund/exchange, please get in touch with us at info@velviette.com.
Thank you for shopping with us! We hope to see you again soon.
Best Regards
Velviette®
