退款政策

Returns

• Return requests must be submitted within 30 days of receiving your order.
• To initiate a return, please contact us by email with your order number: velvetandsolace@gmail.com
• Items must be in their original, unused, and unopened condition and suitable for resale. Returns may be declined if items show signs of use or damage.

Non-returnable items

The following items may not be eligible for return or refund:

• Change of mind (preference, colour, size, etc.) — at our discretion
• Sale or promotional items
• Custom or personalised orders
• Items where an excessive amount of time has passed since delivery
• Packages returned due to customer address error or non-collection (see Section 7)

Damaged / wrong item

• Damaged, incorrect, or missing items must be reported within 48 hours of delivery.
• Please send photos of the packaging (including label) and the item together with your report so we can process it quickly.
• Once verified, we will offer a replacement, partial refund, or full refund depending on the circumstances.

Refunds

• Once a return is approved and the item is received (or confirmed), the refund will be processed.
• Refunds may take a few business days, depending on your bank or card issuer to appear, depending on your payment method.

Return shipping cost

• Change of mind returns: return shipping costs are the customer's responsibility.
• Damaged / wrong / missing items: once confirmed, return shipping costs will be covered by us.

Exchanges

• To request an exchange, please contact us by email with your order number: velvetandsolace@gmail.com
• Depending on stock availability and shipping conditions, we may offer a refund in lieu of an exchange.

Address issues / unclaimed packages

• If a package is returned due to a customer address error or failure to collect, re-shipping costs are the customer's responsibility.
• If you request a refund instead, the amount refunded will exclude the original shipping fee and any return shipping costs.

Contact

For any return or refund enquiries, please reach out to us: