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Velvet and Solace
We handle all inquiries only through this contact form
to ensure no message is missed.
Please allow 24–48 business hours for a reply. For faster answers, please check our policy pages below first.
Quick answers
→ Shipping Policy
Processing time, tracking, customs
→ Return & Refund Policy
Returns, exchanges, damaged items
Before you write
- Please include your order number and the email address used at checkout.
- For damaged or wrong items, we may request photos of the item and shipping label.
Message format
Copy and paste the format below into your message for the fastest response:
Copy & paste this format
- Order number (#0000): your answer here
- Email used at checkout: your answer here
- Issue type: Shipping / Return / Damaged / Wrong item / Address change / Other
- Item name / variant: your answer here
- Tracking number (if available): your answer here
- Photos attached? Yes / No
- Details: what happened + what you need
We respond in order of request time. Duplicate messages may delay support.
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