Returns & Refunds

How this policy is written

This policy follows your return, day by day, from delivery day to the day the refund lands. After the timeline, a "What if…" section covers exchanges, arrival problems, and ineligible returns, and "The fine print" lists the terms that apply to every return.

Day 0: delivery day — the 30-day clock starts

Your 30-day return window starts on the delivery date — the day the parcel reaches you, not the day you ordered. From that day, you have 30 days to return an item that is unused, unworn, in its original packaging, and in resalable condition. Tags and included parts must be present.

Day 0–30: you decide

Take the time you need. Try the piece with the outfit it is meant to finish. Keep the packaging and tags until you are sure — a return without its original packaging or tags may not be eligible.

Day X: you email us to start the return

Email business@velvete.site with your order number, the items you are returning, and the reason. We reply within 1 business day with a prepaid USPS return label and packing instructions.

Day X+1: you ship it back

Pack the item in its original packaging, attach the label, and drop it off with USPS. Keep your drop-off receipt until the refund is released.

Day X+2–4: inspection

When your return reaches our returns center, we inspect it within 1–2 business days against the condition requirements above. We email you the outcome: accepted, or not eligible with the reasons and your options.

Day X+9–14: the refund is released

For an accepted return, the refund is released 7–10 business days after return acceptance, to your original payment method. Your bank or card issuer may need additional days to post the credit to your account — that posting time is set by your bank, not by us. We email you when the return is received, when inspection is complete, and when the refund is released.

What if… you want an exchange instead?

Exchanges are processed as a return plus a new order: return the item under this policy, and place a new order for the item you want. If you want us to hold a replacement while your return travels, email us first and we will confirm whether the replacement can be held.

What if… your order arrived damaged, wrong, or defective?

Email us within 14 days of delivery with your order number and photos of the issue. We send a prepaid return label and offer a replacement or a full refund — your choice. The 30-day return clock does not apply to arrival problems. See also Day 0–60: Warranty & Defect Cover for defects found after arrival.

What if… your return is not eligible?

The following are not eligible for a return or refund under this policy:

• Items that are used, worn, soiled, or damaged after delivery.
• Items returned without tags, parts, or original packaging.
• Returns sent without contacting us first.

If inspection finds a return is not eligible, we email you with photos and the reasons. You may then choose: (a) we send the item back to you at your cost, or (b) you keep the item and no refund is issued. We take no further action until you tell us which option you want.

The fine print

• Refunds go to the original payment method only. We cannot send a refund to a different card, account, or person. If the original payment method is closed, contact your bank — the refund is still issued to that method and your bank routes it.
• The refund covers the item price you paid. Original shipping was free, so there is nothing to deduct.
• Return shipping is free — we provide the label. You are never charged a restocking fee.

Policy owner: Velvette, 4659 Heidelberg Ave, Saint Louis, MO 63123 · business@velvete.site · +1 (555) 0123-8890