Frequently Asked Questions

About Velvet Heart Designs

Payment Options

Shipping & Ordering

Return Policy

About Velvet Heart Designs

How often does Velvet Heart feature new clothes and accessories?

Velvet Heart produces seasonal collections of essentials. Explore this season’s newest arrivals and see our styling inspiration in the latest lookbook.

How are Velvet Heart items sized?

Great style starts with a great fit. While our individual products may vary in fit due to differences in cut and material, use our sizing guide as a general starting point if you are uncertain about what size to order. For more specific questions about product sizing, feel free to contact our team or Live Chat with a Stylist.

What is Tencel®?

Tencel® is a brand of sustainably produced fibers that are created from recycled wood pulp. Known for its environmentally-friendly production process, Tencel® fabrics are soft, breathable, and durable. Plus, the quality of the fibers makes this material excellent at holding rich color, as you’ll notice in our Tencel® Collection. Velvet Heart chooses Tencel® for many of its designs due to the drape of the fabric, its wrinkle-resistant qualities, and its soft, comfortable feel.

Are Velvet Heart products available in-store?

You can shop Velvet Heart products online and in our Amazon store along with select luxury retailers such as Nordstrom and Neiman Marcus. However, we do not have a Velvet Heart brick and mortar store.

Does Velvet Heart have gift cards?

Yes, you can purchase personalized gift cards through our online store.

How can I stay connected?

At Velvet Heart, we’re all about community. Follow our blog for style tips from the team, all the latest updates, and a dose of LA culture. Stay up to date on the latest trends and newest collections by following us on Facebook and Instagram. Plus, show us your Velvet Heart style with #VHMYWAY, and you could be featured on our Instagram page. Feeling inspired by the community? Shop our curated collection of VHMYWAY looks.

Payment Options

What forms of payment do you accept?

Velvetheart.com accepts the following credit card payment options: American Express, MasterCard, Visa, PayPal and Amazon. At this time Velvetheart.com cannot accept international credit cards. The total dollar amount of your order and transfer of funds will occur at the time your order is placed. NOTE: We are unable to bill or ship to a P.O. box.

Shipping & Ordering

How quickly will my order be processed?

Orders are processed pending item availability and credit card verification. Velvetheart.com will contact you via email if there are any issues with your order. Orders placed Monday - Friday before 12PM PST will begin processing that day and will ship within 2 business days. Orders placed Monday - Friday after 2PM PST will begin processing the next business day and will ship within 2 business days. Orders placed on Friday after 2PM PST or over the weekend will begin processing on the following Monday. Velvetheart.com does not process or ship orders on Saturday, Sunday, or federal holidays.

How long will it take for my order to arrive?

Shipping times are estimated as one to seven business days and apply only to deliveries made within the contiguous US. Transit time may vary for orders shipping to Alaska, Hawaii, Puerto Rico, and all other destinations outside of the contiguous US.

Will my order arrive all together?

Orders may be split across multiple shipments, and items ordered together may not be shipped out on the same day. Occasionally, items may be out-of-stock or backordered. You will be alerted in both instances, and in the event of a backorder, you will be provided an approximate date of shipment. You will be informed if an item is backordered when you add it to your shopping bag or within ten days of placing your order.

How much does shipping cost?

We’re happy to offer Free Standard Shipping on orders over $100 USD within the Continental United States only. Orders under $100 USD will incur a flat shipping rate of $8. Free shipping applies to merchandise only.

Does Velvet Heart ship internationally?

We’re happy to ship our products internationally, but these orders will not qualify for free or flat rate shipping. Oversized items may incur additional shipping fees, as international shipping costs are calculated by weight.

Return Policy

Can I return an item I ordered?

We want you to be completely satisfied with your Velvetheart.com order, thus we will accept your return of a product in original condition with all tags attached within 30 days of receipt of your order. Shipping charges will not be refunded. Your refund will be in the same form as the original purchase. All items marked SALE or CLEARANCE cannot be exchanged or returned at any time. For more information on how to make a return, visit our Shipping & Returns page.

How can I return a gift?

Gift purchases may only be exchanged. In order to initiate a gift exchange, you must have the original order number and all products must be in their original condition with all tags attached. Gift exchanges must be initiated within 30 days of the original purchase.

I’m an international customer. How can I return an item I ordered?

If for any reason you are not satisfied with your international online purchase, email hello@velvetheart.com within 40 days of the original purchase to initiate a Return Merchandise Authorization, which is required to process a return. International customers are responsible for their own shipping and returns.

Have a question we didn’t answer? Get in touch with our customer service team, and we’ll be happy to assist you.