Refund policy

Return Window

We have a 14‑day return policy, meaning you have 14 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must be in the same condition you received it:

  • unworn or unused

  • with all original tags

  • in its original packaging You’ll also need your receipt or proof of purchase.


How Returns Work

Returns do not go to our London office.

All returns are sent directly to the supplier’s warehouse, which may be located in the same country where the customer received the item.

Once your return request is approved:

  • we will provide the correct return address

  • you will receive a return shipping label

  • you will receive instructions on how and where to send your package

Items sent back to us without first requesting a return will not be accepted.

For any return questions, contact us at vibevelvet98@gmail.com.


Damages & Issues

Please inspect your order upon delivery and contact us immediately if:

  • the item is defective

  • the item is damaged

  • you received the wrong item

We will evaluate the issue and make it right.


Return Shipping Costs

Return shipping costs are the responsibility of the customer unless:

  • the item arrived damaged

  • the item was incorrect

  • the supplier confirms a fault


Non‑Returnable Items

Certain items cannot be returned, including:

  • perishable goods (food, flowers, plants)

  • custom or personalised items

  • personal care goods (beauty products)

  • hazardous materials, flammable liquids, or gases

We also cannot accept returns on sale items or gift cards.

If you’re unsure whether your item qualifies, please contact us.


Exchanges

The fastest way to get the item you want is to return the item you have. Once your return is accepted, you can make a separate purchase for the new item.


Refunds

Once we receive and inspect your return, we will notify you whether the refund is approved.

If approved:

  • your refund will be processed to your original payment method within 10 business days

Please note: Your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, contact us at vibevelvet98@gmail.com.