At Velvet Thread, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Please review our refund policy below for details on how to request a refund.
1. Returns
- Eligibility for Return: To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it. It must also be in the original packaging with tags attached.
- Return Window: You have 30 days from the date of receipt to request a return.
- Non-Returnable Items: Certain items, such as gift cards, intimate apparel, and sale items, may not be eligible for return. Please refer to the product description for specific details.
2. How to Request a Return
To request a return, please follow these steps:
- Contact Us: Email us at service@velvetthread.shop with your order number and reason for return.
- Return Approval: We will provide you with instructions on how to return your item and where to send it. Please do not send your item back without prior approval.
- Shipping: You are responsible for the return shipping costs, unless the item is defective or incorrect.
3. Refunds
- Processing: Once we receive your returned item and it is inspected, we will notify you via email about the status of your refund.
- Refund Method: Refunds will be issued to the original payment method used for the purchase. Please note that it may take 5-10 business days for the refund to appear in your account, depending on your payment provider.
- Partial Refunds: In some cases, only partial refunds will be granted (if applicable). This may occur if the item is not returned in its original condition, is damaged, or is missing parts.
4. Exchanges
If you would like to exchange an item for a different size or color, please return the original item and place a new order. We do not process direct exchanges.
5. Late or Missing Refunds
If you haven’t received your refund after the processing time:
- Check your bank account or payment method again.
- Contact your credit card company or bank, as it may take some time before your refund is officially posted.
- If you’ve done all of this and still have not received your refund, please contact us at service@velvetthread.shop.
6. Damaged or Incorrect Items
- If you receive a damaged or incorrect item, please contact us within 48 hours of receiving your order. We will provide you with a return label and issue a full refund or exchange at no cost to you.
7. Cancellation Policy
If you wish to cancel your order, please contact us within 24 hours of placing your order. We will do our best to accommodate cancellations, but if the order has already been processed or shipped, we will not be able to cancel it.