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 firstname.lastname@example.org
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.
Most of our Items can be shipped internationally, using Hong Kong Speedpost. 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. We are able to offer order tracking on international orders sent via Speedpost.
Delivery charges are calculated on our website check-out page in accordance with current Hong Kong Speedpost rates, please visit www.hongkongpost.com for details.
We aim to deliver all international orders within 3 - 10 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, for example disruptive weather.
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 10 working days, please contact us on email@example.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 firstname.lastname@example.org
. 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
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 credit on your account to the value of the original purchase, which can be used by you at a later date. Please note that we do not offer refunds for “change of mind” purchases or if the Item is not what you expected.
Any exchange and credit amount 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 or a credit note if the following conditions are met:
- You contact us within 7 days of receipt of your Item to arrange its prompt return. In order to process your return as soon as possible, please email us at
email@example.com stating 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.
- Returned items are securely repackaged. We recommend that you use an insured registered mail service as returns not received by us cannot be exchanged or credited 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 or credit.
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 for your account.
All postage costs for exchanges or credit notes will be your responsibility.
Please note, we are not able to accept exchanges or offer credit notes on :
- 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 firstname.lastname@example.org within 24 hours of your receipt. Please also ensure that you take the following steps:
- Take photos of the original shipping box and the damaged item (s)
- Contact your nearest local post office and fill in a "damage report" - please retain the damaged goods and packaging.
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