Return & Exchange Policy

We want you to be happy with every purchase. If you need to return or exchange an item, please read the guidelines below to make sure your request is processed smoothly and efficiently.

Eligibility

  • Items must be returned within 30 days of the original shipment date to qualify for a refund or exchange.
  • Products must be in unused, unworn condition with all original tags and packaging intact. 
  • Items marked as Final Sale or bought on clearance cannot be returned for a refund, but may be exchanged for store credit. 
  • We only accept returns for purchases made directly from our website — items bought from other retailers are not eligible. 

How to Initiate a Return or Exchange

To start your return, please use our online return portal. Follow the instructions to generate a prepaid label for U.S. returns. Once your request is accepted, ship the item back with the provided label and packing slip.

Note: If you choose to return the item without using the provided label, return shipping fees will not be reimbursed.

Return Shipping and Processing

  • For U.S. orders, use the prepaid shipping label from the return portal. 
  • Please securely pack your items with the packing slip included. 
  • Allow approximately 5–7 business days for the package to reach us and 7–14 business days for inspection and processing once received.
  • Once your return is approved, a refund will be issued to your original payment method.
  • Refunds can take additional time to appear on your statement depending on your card issuer. 

Exchanges

Exchanges are processed for items of equal or lesser value. If the new item is lower in price, the difference will be returned to your original form of payment. 

International Returns

International customers may return products at their own expense within 30 days of purchase. Please use a trackable shipping service and retain your tracking information in case assistance is needed.

Lost or Undelivered Returns

If a return package is lost in transit, we recommend contacting your shipping provider. Once a delivery is confirmed, we are unable to issue a refund for lost or stolen return packages.

Contact Us

If you have questions or need assistance, please email our customer care team at hello@velvetheartshop.us or visit our Help Center.