Refund policy
Our Approach At Velvetica, every piece is uniquely handcrafted with meticulous care. We stand behind the quality of our craftsmanship and want you to love your items. To ensure transparency, please review our strict policies regarding returns, exchanges, and custom orders below.
Please note that we do not accept returns. Our main dispatch warehouse is located in Turkey, and due to current strict regulations and closures at Turkish customs regarding inbound shipments, we are unable to receive returned goods. Therefore, all sales are strictly final and non-returnable.
Customer Satisfaction & Issue Resolution While we cannot accept returns, your satisfaction as a Velvetica customer remains our utmost priority. We rigorously inspect every single item before it leaves our studio. However, if you believe there is a problem with the product you purchased, please email us immediately at Info@velveticashop.com. We are fully committed to working with you to find a fair and satisfactory solution.
Exchanges
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Eligibility: To be eligible for a fault-based exchange, your item must be in the exact same condition that you received it: unworn, unused, unwashed, with all original tags attached, and in its original luxury packaging. You must also provide the receipt or proof of purchase.
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How to Start an Exchange: Please email us at Info@velveticashop.com within 14 days of delivery. Please include photos of the defect or incorrect item.
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The Process: Please do not send items back to us without first requesting an official authorization. Unauthorized shipments will not be accepted or processed. If your exchange request is approved due to an error on our part, we will provide you with detailed instructions on how we will resolve the issue and facilitate the exchange.
Refunds & Exceptions Because we operate under a strict no-returns policy, standard refunds are not issued. We also cannot accept returns or exchanges on any sale items, discounted merchandise, or gift cards. If an item is deemed defective upon arrival and an exchange for the same item cannot be fulfilled, we will evaluate the situation on a case-by-case basis to ensure you are taken care of.