Frequently Asked Questions (FAQ)

 

Where is my order?
The average delivery time is approximately 5 to 10 business days. Once the products are shipped, we no longer have control over the delivery process. Unfortunately, delays can occur. We apologize for this.
In some cases, customs may temporarily hold the package for inspection. This sometimes happens, and unfortunately, we cannot influence it. But don’t worry, once you receive confirmation, your order is on its way!

How can I contact customer service?
Send us an email at info@velvetine-fashion.com We strive to respond within 24 hours. Please include your order number if you have a question about your order!

I want to return my goods. How does it work?
We strive to ensure our customers are satisfied with our products. We know we cannot please everyone, but if you feel our product is unacceptable, please do not hesitate to email us. We will help solve the problem and offer a solution.
If you want to return your order, we will gladly assist you. Please note that we may charge a restocking fee, which will be deducted from your purchase value. This fee depends on the reason for the return.

Products eligible under our return policy can be returned within 14 days of receipt. Just send us an email, and we will guide you through the process.
Once we receive the returned goods, we will process them as soon as possible. Please note that the cost of returning the goods is the customer’s responsibility.

For more information, please read our return policy.

Shipping
How much does shipping cost?
Shipping is ALWAYS FREE. We cover these costs!

Which shipping companies do you use?
We work with all major shipping companies and local courier services. During the order process, you will be asked to choose a delivery method.

How long does it take to receive my order?
The average delivery time is 5–20 business days.

Ordering and Payment
How can I order?
Ordering from us is very simple. Click the "Add to Cart" button on the product you want to buy. You will be automatically redirected to your cart. Click on "Checkout," fill in your address details, and pay securely via IDEAL, Bancontact, credit card, and many other methods! Currently, it is not possible to order by phone or email.

Can I cancel my order?
Cancellation is only possible if the shipment has not yet been prepared for dispatch. After that, the order cannot be canceled because it has been handed over to the shipping team for further processing. If you want to cancel your order, contact us as soon as possible.

Return and Refund Policy
REFUNDS
We offer refunds/exchanges if:

A) YOU WANT TO RETURN GOODS THAT FALL UNDER THE RETURN POLICY

B) PRODUCTS ARE DAMAGED/DEFECTIVE UPON DELIVERY OR YOU RECEIVED INCORRECT PRODUCTS

Our company is committed to 100% customer satisfaction. If you received a damaged or incorrect product, please email us at info@velvetine-fashion.com, and we will arrange an exchange.

C) GOODS WERE NOT DELIVERED – If products are not delivered within 30 days of purchase, we consider the order lost. We will gladly provide a replacement or partial refund, depending on the situation.

Some products cannot be returned or refunded:

  • Digital products

  • Underwear

  • Cosmetics / Toiletries

  • Bedding

  • Food

  • Flowers and plants

  • Custom orders

  • Single-use products

Returns and Exchanges
If you want to return a product, we recommend emailing info@velvetine-fashion.com with the reason for the return. We will assist you and provide instructions.

I received a damaged or incorrect product. What should I do?
Contact us at info@velvetine-fashion.com. Please send several photos or videos of the received product so we can better assess the situation.
Once our team reviews and confirms your case, we will initiate an exchange. Without visual proof of damage or the wrong product, we cannot proceed with an exchange.

I want to return my order. What should I do?
Our return address is international. You must request a return form and complete the necessary details. Be sure to include a tracking number so we can track the return to our warehouse.

Do I have to return the entire order?
Yes, the entire order must be returned with tags and unused products. If a product shows signs of use, we will not refund the money.

Can I exchange my shoes if the size is too small?
We only offer exchanges if we mistakenly sent the wrong size. If you are unsure about your size, please check the size chart on our website.

When will I get my money back after returning goods?
We process refunds only after the goods arrive at our warehouse. It usually takes 5–10 business days to receive returned goods, depending on logistics. Once the goods arrive, we initiate the refund within 2 business days. Please note that your bank may delay processing the payment by 3–5 business days.

My order was returned to sender in the tracking system. What should I do?
Return to sender can happen due to:

  • Customer did not pick up the package – Contact your local courier to arrange redelivery. (Remember, you only have 5 days to pick up your package if you missed the first delivery attempt.)

  • Incorrect address – The customer entered the wrong address. This is a common issue. We recommend contacting the local courier and retrieving the package using the tracking number.

  • Customer refused to pay customs fees/hidden costs – This rarely happens, but we cannot influence it. If the courier tells you to pay customs fees or other costs, contact us, and we will help resolve the situation.

A 20% restocking fee applies to returns or exchanges.

How much is the return fee?
For all products eligible for return, a 20% restocking fee will be deducted from the purchase value. Thus, 80% of the original price will be refunded. We charge this fee to cover our internal costs as stated in our terms and conditions.

You will also be responsible for return shipping costs unless otherwise instructed by our team.

Late delivery of order
Although we try to ensure your order arrives within 15 days of purchase, we cannot guarantee this due to the ongoing COVID-19 pandemic and other unforeseen circumstances affecting shipping and inventory.
We do not provide refunds for items not delivered by a specific date or special occasion.

Each product description states estimated delivery time. Please consider this when placing your order.

Once the order is shipped, it cannot be canceled.

Return shipping costs
Return shipping costs are the responsibility of the customer.

Contact
If you have any questions about returns, please contact us at info@velvetine-fashion.com.