Delivery & Returns

Delivery within Hong Kong

Please note that we can only send orders to a street address. We do not deliver to a PO Box address. A delivery address cannot be changed once we have dispatched your parcel. We will not be liable for any delay or failure to deliver an Item due to incorrect address information.

We use a reliable Hong Kong courier for delivery of Items within Hong Kong. Delivery charges are based on your location and the "actual gross weight" or the "volumetric weight" (L x W x H cm / 6,000) of the product/s ordered, whichever is greater. Delivery charges are calculated on our website check-out page in accordance with our courier company’s rates. 

Delivery usually takes between 2 to 4 working days. However, please note that deliveries may take longer than this during sales and other busy periods or due to circumstances beyond our control. Delivery may also be delayed if a typhoon signal no. 8 is raised or a black storm warning is in effect. If you have not received your delivery within 5 working days, please contact us on hello@velveteenclothing.com

All delivery times are to be used as a guide only. While we make every effort to deliver Items as soon as we are able, we will not be liable for any delay or failure to deliver the Items within the estimated timescales.

International Delivery

We offer international delivery to most countries using express and economy shipping options. We do not deliver to a PO Box address. A delivery address cannot be changed once we have dispatched your parcel. We will not be liable for any delay or failure to deliver the Item due to incorrect address information. 

Delivery charges and timetables are calculated on our website check-out page in accordance with delivery speed and provider that is chosen.

All items that are shipped using the "free shipping" promotion are sent using an economy courier service with limited tracking and are expected to deliver within 8-15 business days. However, please note that deliveries may take longer than this due to circumstances beyond our control, for example disruptive weather.

Express shipping options are available at checkout for an additional charge.  

All delivery times are based on working days and are to be used as a guide only. Whilst we make every effort to deliver Items as soon as we are able, we will not be liable for any delay or failure to deliver the Items within the estimated timescales. If you have not received the Item ordered within stated delivery window, please contact us on hello@velveteenclothing.com

Import Restrictions and Custom Fees

Please note that some countries place restrictions on merchandise ordered from overseas and/ or charge additional import fees or customs duties. These charges are beyond our control. Please be aware that you will be responsible for any import duties, taxes or customs charges payable. We suggest that you contact your local government body prior to placing an order with us, so that you understand what restrictions may exist and/ or what possible additional payments may apply.

Cancelling Your Order Before Dispatch

If, for any reason, you wish to cancel an order before the Item has been dispatched, please contact us on hello@velveteenclothing.com

Please note however that requests for cancellations sent via email may not be actioned immediately which may result in the order being dispatched.

Returns and Exchanges Policy

Returns and Exchanges Policy

At Velveteen, we want you to be happy with your purchase, however if you are not fully satisfied, we will be happy to assist you in exchanging the Item purchased for an alternative Item or to offer you a store credit or refund to the value of the original purchase.

Any exchange, credit amount or refund will be only for the value of the original Item purchased and will not include the initial cost of shipping to you. An Item will only be accepted for an exchange, credit or refund if the following conditions are met:

  • You contact us within 7 days of receipt of your Item at hello@velveteenclothing.com.  You receive a Return Note to be completed with your order number and details of the Item purchased.
  • You return the Item to us, at your own expense, within 14 days of receipt of the Item to Velveteen, 56-60 Wong Chuk Hang Road, 4A E. Wah Factory Building, Wong Chuk Hang, Hong Kong.  
  • The Item is returned to us in a saleable condition, unused, unwashed and in its original packaging along with the completed Return Note.
  • Returned items are securely repackaged. We recommend that you use an insured registered mail service as returns not received by us cannot be exchanged, credited or refunded to you.

Provided the following conditions are met, we will notify you by email once we have received your returned Item and have processed the exchange, credit or refund.

Please note that we are unable to guarantee that exchange Items will be available at the time your request for an exchange is received. In these instances we will notify you by email to arrange an alternative Item, or a credit or refund.

All postage costs for exchanges or credit notes will be your responsibility.

Please note we are not able to accept exchanges, credits or refunds on:

  • any Items that are exchanges or have been purchased using a credit note
  • any Items that have been made or prepared according to your specifications, for example personalised, customised or “made to order” Items (except where these Items are faulty or damaged in transit)
  • Items marked "Sale" (or similar), “Sample” or “Seconds”.

      Damaged or Faulty Items

      We carefully check each Item before packaging and sending it to you. In the unlikely event that you receive an Item that is faulty or damaged in transit, please contact us on hello@velveteenclothing.com within 24 hours of your receipt. Please also ensure that you take the following steps:

      1. Take photos of the original shipping box and the damaged item (s)
      2. Contact your nearest local post office and fill in a "damage report" - please retain the damaged goods and packaging.

      General

      We may change these Terms of Sale at any time. We also reserve the right to amend, vary or remove any Items and any page of this website at any time and without notice.

      Please read these Terms of Sale regularly. If you do not agree to any change we make to the Terms of Sale, you must please stop using our website immediately. Any changes made to our Terms of Sale after you have placed an order will not affect that order unless we are required to make the change by law.

      Governing Law and Exclusive Jurisdiction

      These Terms of Sale (together with our Terms of Use, Privacy Policy and all of our policies and procedures) will be governed by the laws of Hong Kong Special Administrative Region of the Peoples’ Republic of China and the courts of Hong Kong will have exclusive jurisdiction.