Refund & Return Policy
At VelvetHem.com, we want you to be satisfied with your purchase. If you are not completely happy, please review our refund and return policy below.
Returns
We accept returns within 7 days of delivery.
To be eligible for a return:
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Items must be unused, unworn, and in original condition
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Items must be in the original packaging
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Proof of purchase (order number or receipt) is required
Non-Returnable Items
The following items cannot be returned:
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Sale or clearance items
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Gift cards
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Undergarments or swimwear (for hygiene reasons, unless defective)
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds will be issued to your original payment method
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Processing time may take 5–10 business days depending on your bank or payment provider
Exchanges
We only replace items if they are defective, damaged, or incorrect.
If you need an exchange, please contact us with photos of the issue.
Return Shipping
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Customers are responsible for return shipping costs
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Shipping fees are non-refundable
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We recommend using a trackable shipping service
Order Cancellation
Orders can only be canceled within 12 hours of placing the order.
After this time, the order may already be processed and cannot be canceled.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos.
We will arrange a replacement or full refund.
Late or Missing Refunds
If you haven’t received your refund:
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Check your bank account again
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Contact your payment provider
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If the issue persists, contact us for assistance
Contact Us
For any questions regarding returns or refunds, please contact us at:
support@VelvetHem.com
Thank you for shopping with VelvetHem.com!