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Shipping & Returns

Shipping & Handling

COVID-19 UPDATE

Starting March 17th, 2020, for the safety of our employees and communities, our fulfillment team will be working limited hours until further notice. As a result, you may experience slightly longer than usual shipping times. However, please know we are working diligently to ensure you receive your orders as quickly as possible. Orders will ship from our warehouse within 1-3 business days, including next day air and 2nd day air.  

VelvetHeart.com is able to ship to all 50 states. Please note, UPS is unable to ship orders to APO/FPO addresses or P.O. boxes.

VelvetHeart.com ships all orders as quickly as possible using UPS, but there may be processing delays in shipping during sale events and peak holidays. Please note that we do not ship on the weekends or holidays, 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. Once your order is ready to ship, you will receive a second email with tracking information.

*Delivery times go into effect the next business day after your order has been placed.

**Arrival time will be estimated within your tracking information and cannot be 100% guaranteed. 

Refuse Delivery: If you refuse delivery of any order placed on VelvetHeart.com, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid, but shipping charges are non-refundable.

International Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Customer is responsible for duties, taxes and return shipping. 

Duties: Please note, all international packages will be subject to customs and duties. Prices shown on the website do NOT include these fees. All duty fees are determined and regulated by local customs authorities. Please check your local customs website for more information. 

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping speed you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for international orders are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Returns/exchanges can be sent to: Online Return, 2744 East 11th Street. Los Angeles, CA 90023

Return Policy

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VelvetHeart.com offers free returns on U.S. orders only. 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 and handling charges are non-refundable. Your refund will be in the same form as the original purchase. All items marked as CLEARANCE* is considered FINAL SALE and cannot be exchanged or returned at any time. *Please note that all items that have been altered are final sale.

Please note: We only accept returns that were purchased via this website velvetheart.com. Velvetheart.com will not accept orders that were purchased from other retailers. Damaged, washed, worn or altered items, including items returned with deodorant, makeup, smoke, perfume and / or stains will not be accepted. Velvet Heart reserves right to determine eligibility for exchanges and to update this Policy without notice.  

International customers may return merchandise by any traceable method at their own expense. We recommend using UPS who will provide a tracking number to ensure your package does not get lost. Packages must be returned prepaid.

Upon receipt of returned goods, Velvetheart.com reserves the right to deny refund if the merchandise does not meet the return policy requirements. If you wish to have your item(s) sent back to you, we may request that you cover the delivery charge. Please allow 2 weeks for us to receive your return package. All refunds to credit cards will appear within 1-2 billing statements.

 

Feel free to Contact Us with any questions regarding your order, or Live Chat with a Stylist.