Returns & Exchanges
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 store credit refund.
Any exchange or return will be processed as a store credit refund. The amount will be equal to only 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 return if the following conditions are met:
A. You process your returns at Velveteen Return Portal within 7 days of receipt of your item.
B. The Item is returned to us in a saleable condition, unused, unwashed and in its original packaging.
C. 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.
D. You return your items to us, at your own expense, within 12 days of processing your return at the Velveteen Return Portal.
Velveteen International Limited
56-50 Wong Chuk Hang Road, 4A E. Wah Factory Building
Wong Chuk Hang, Hong Kong.
E. Store Credit Refund will be issued for the value of the original item purchased and will not include shipping costs.
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 return as a store credit 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 store credit refund.
All postage costs for exchanges or credit notes will be your responsibility.
Please note we are not able to accept exchanges or store credit refunds on:
Items marked "Sale" (or similar), “Sample” or “Seconds"
Swimwear, accessories, tights or socks.
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)
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