At Velvet Walk, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer a straightforward refund policy to ensure your peace of mind.
Eligibility for Refunds:
- To be eligible for a refund, items must be returned within 7 days of delivery.
- Items must be unused, unworn, and in their original condition with all tags and packaging intact.
- Certain items, such as personalized or customized products, may not be eligible for refunds unless they are defective or damaged upon arrival.
How to Initiate a Refund:
- Contact Customer Service: Please contact our customer service team at info@velvetwalk.co.uk to initiate the refund process. Provide your order number and details about the item(s) you wish to return.
- Return Authorization: Once your return request is approved, we will provide you with a return authorization and instructions on how to return the item(s).
- Return Shipment: You are responsible for shipping the item(s) back to us using a trackable shipping method. We recommend retaining proof of postage for your records.
- Inspection and Processing: Upon receiving the returned item(s), we will inspect them to ensure they meet our return eligibility criteria. Once approved, we will process your refund within 7 days to the original payment method.
Refund Exceptions:
- Shipping Charges: Original shipping charges are non-refundable unless the return is due to an error on our part or if the item received is defective or damaged.
- Return Shipping Costs: You are responsible for the cost of return shipping unless the return is due to an error on our part or if the item received is defective or damaged.
Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately. We will arrange for a replacement or refund, including any applicable shipping charges.
Cancellation Policy: If you wish to cancel your order, please contact us as soon as possible. We will make every effort to accommodate your request, but please note that orders may be processed and shipped quickly. Once an order has been shipped, it cannot be canceled, but you may still be eligible for a refund according to our refund policy.
Contact Us: If you have any questions or concerns about our refund policy, please contact our customer service team at info@velvetwalk.co.uk