Frequently Asked Questions

If you're unable to find your answers here, we're only an e-mail away. Our customer support hours are from Monday-Friday 9AM-4PM PST. Please contact us at hello@velvetheart.com and a member of our team will get back to you.

I placed an order, but never received a confirmation email?

If you did not receive an email from Velvetheart.com within a few minutes of placing your order, be sure to check your personal spam/junk folder. Alternatively, the email address on file might be spelled incorrectly. If you are still unable to locate the conformation email for your order, please contact our customer service team by emailing hello@velvetheart.com.

How do I know if my order has shipped?

You’ll receive an automated shipment confirmation e-mail with the tracking number once the order has shipped. Please note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, you can contact customer service for help in choosing the right shipping method to receive it on time. Velvetheart.com does not process or ship orders on Saturday, Sunday or federal holidays.

How can I track my order?

Once your order has shipped, you will be emailed a tracking number. Tracking will be available the day after your order is shipped out. You can check on your order status using UPS tracking link.

How can I cancel my order?

We work very quickly to ship out orders and start processing them once the order is placed. To cancel an order, please call customer service at (213) 488-8400 x 112 or send e-mail to hello@velvetheart.com during business hours as soon as the order has been placed although it’s not guaranteed the order can be cancelled. We are available Monday through Friday from 9 AM to 4 PM PST excluding holidays.

Do you offer price adjustments?

We gladly honor a one-time price adjustment on full-price merchandise within 7 days of the original purchase date from Velvetheart.com only. Price adjustment refunds will be made in the same form of payment as your purchase was made.

Can I use more than one promo code on an order?

Unfortunately, our system is set up so that we can only apply one promo code per order. If you have any coupons with future expiration dates, make sure to save them for your next order!

Why was my order cancelled?

If you’ve placed an order and received a cancellation email from us, we’re sorry about that. You’ll receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled item. Once an order is cancelled, it cannot be reprocessed and must be submitted again on Velvetheart.com.

How do I return an item to Velvetheart.com?

You can start your return process by clicking here.

How long does it take to process the return?

Please allow up to two weeks from the date you mail your item(s) back for your return to be processed—you will receive an email confirmation when complete.

How long does it take to receive my refund?

Once you receive your email indicating your return has been processed, you can expect to receive your credit in 1-2 billing statements.