Refund & Return Policy

At Velvet & Co., your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help.

1. Eligibility for Returns
We accept returns under the following conditions:

The item was received within the last 14 days
The item is unworn, unwashed, and undamaged
All original tags are attached
The item is in its original packaging

The following items are not eligible for return:

Sale or discounted items
Swimwear and underwear (for hygiene reasons)
Items marked as "Final Sale"
Gift cards

2. How to Start a Return
To initiate a return, please contact our support team at [YOUR EMAIL] with the following information:

Your order number
The item(s) you wish to return
The reason for the return
Photos of the item (if damaged or incorrect)

Our team will respond within 2 business days with return instructions and the return shipping address.
⚠️ Please do not send items back without contacting us first. Unauthorized returns will not be accepted.

3. Return Shipping
Customers are responsible for all return shipping costs unless the return is due to:

A defective or damaged item
An incorrect item sent by us

We recommend using a trackable shipping method, as Velvet & Co. is not responsible for lost or undelivered return packages.

4. Refunds
Once we receive and inspect your returned item, we will notify you by email. If approved, your refund will be processed within 5–10 business days to your original payment method.
Please note:

Original shipping costs are non-refundable
Refund processing times may vary depending on your bank or payment provider

5. Exchanges
We currently offer exchanges for a different size or color of the same item, subject to availability. To request an exchange, please follow the same process as a return and indicate your preferred replacement in your message.
If the desired item is unavailable, a full refund will be issued instead.

6. Damaged or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at [YOUR EMAIL] with:

Your order number
A clear photo of the item and the issue

We will resolve the issue promptly by offering a replacement, exchange, or full refund at no additional cost to you.

7. Late or Missing Refunds
If you have not received your refund after 10 business days, please:

Check your bank account again
Contact your credit card company — processing times may vary
If you still have not received it, contact us at [YOUR EMAIL]

8. Cancellations
Orders can be cancelled before dispatch only. Once an order has been shipped, it can no longer be cancelled and must go through our standard return process.
To cancel an order, contact us immediately at [YOUR EMAIL] with your order number.

9. Contact Us
For any questions regarding returns or refunds, our team is ready to help:

📧 Email: [YOUR EMAIL]
🕐 Support hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT-3)
🌐 Website: [YOUR WEBSITE URL]

Velvet & Co. reserves the right to update this policy at any time. Changes will be posted on this page with the updated date.