At Velvet Muse, we want every purchase to feel confident, elegant, and satisfying from the moment an order is placed to the moment it is received. We understand that, in some situations, a return or refund request may be necessary. This Return & Refund Policy explains the conditions under which returns, exchanges, refunds, or related requests may be considered for products purchased through the Velvet Muse website.
Velvet Muse is committed to offering a fair and transparent post-purchase experience while also protecting the integrity of our products, brand standards, and operational processes. Because our website presents fashion products under the Velvet Muse creator identity, return handling must balance customer care with product condition, hygiene, presentation quality, and resale eligibility.
We encourage all customers to review sizing information, product descriptions, and visual references carefully before completing a purchase. If a return-related issue arises, we ask that customers contact us promptly and provide all relevant order details so the matter can be reviewed appropriately.
Returned items must normally be received back in a condition that reflects responsible handling after delivery. Garments should remain unworn beyond reasonable fitting, unwashed, unaltered, undamaged, and complete with original tags, packaging, and presentation elements where these were included.
Because fashion items may lose resale value or hygiene suitability once worn or altered, eligibility for return is always assessed with attention to garment condition, evidence of use, packaging completeness, and policy compliance.
This Return & Refund Policy applies to products purchased directly through the official Velvet Muse website, unless a different policy is expressly stated for a particular product, collection, promotional event, limited drop, pre-order campaign, made-to-order item, or custom arrangement. By placing an order through the website, you acknowledge and accept the return-related conditions described in this policy.
If you wish to request a return, you should contact Velvet Muse within the return period stated on the website or, where no exact day count is separately displayed, within a reasonable timeframe after delivery. Requests submitted significantly after delivery may be refused where the delay affects the ability to inspect, resell, verify condition, or process the return fairly.
The date of delivery, courier confirmation, or delivery attempt record may be used as the starting point when assessing whether a return request was made within an acceptable timeframe.
To be eligible for return, an item must generally be in original resale condition. This means the product should be unworn beyond reasonable try-on, unwashed, unaltered, free from odours, free from stains, free from makeup transfer, free from perfume residue, and free from damage caused after delivery.
All original tags, protective elements, branded packaging, garment accessories, inserts, and other included materials should remain attached or be returned with the item where relevant. If a product is returned incomplete, damaged, or in a condition inconsistent with resale, Velvet Muse may reject the return or reduce the refund where legally permitted.
Certain products may be excluded from return or may only be returnable under limited conditions. These may include, where applicable, made-to-order garments, personalized pieces, custom-sized items, altered garments, intimate or hygiene-sensitive items, final sale items, clearance products, promotional bundles, gift cards, or products specifically marked as non-returnable at the time of purchase.
Where a product falls into a restricted return category, the relevant limitation may be stated on the product page, during checkout, or in associated customer communication.
To request a return, customers should contact Velvet Muse through the website contact form, support email, or other official support method provided on the site. The request should include the customer’s full name, order number, purchase date, item details, and the reason for the return request.
We may ask for supporting information before authorizing a return. This may include photographs of the item, images of packaging, proof of defect if damage is reported, or any information necessary to assess eligibility properly. A return should not be sent back without prior approval where return authorization is required by our process.
Unless the item is faulty, incorrect, or return shipping is otherwise agreed by Velvet Muse in writing, the customer is generally responsible for arranging and paying the cost of return shipping. Customers are encouraged to use a secure, trackable, and reliable delivery method, as Velvet Muse cannot be responsible for returns lost, delayed, damaged, or untraceable in transit back to us.
Any customs charges, import handling fees, return courier surcharges, or administrative costs arising during the return process may also remain the responsibility of the customer unless otherwise required by law or explicitly agreed by us.
Once a returned item is received, Velvet Muse reserves the right to inspect the product before approving a refund, exchange, or store credit outcome. Inspection may include review of garment condition, tags, odour, visible wear, cleanliness, alteration signs, packaging completeness, and consistency with the reason provided for the return.
Return approval is not automatic upon delivery back to us. The final decision depends on whether the returned product meets the conditions set out in this policy and any other relevant instructions provided during the return authorization process.
Where a return is approved for refund, the refund will generally be issued back to the original payment method used for the purchase, unless another lawful or agreed method applies. Refund timing may vary depending on payment provider, bank processing times, internal review requirements, and technical transaction clearance.
Original shipping charges may be non-refundable unless the return is due to a fault, an incorrect item supplied, or another issue for which Velvet Muse accepts responsibility. Any deductions permitted under applicable law may also apply where an item has been handled beyond what is necessary to inspect it or where the return arrives incomplete or impaired.
Where stock availability allows, Velvet Muse may choose to offer an exchange instead of a refund. Exchanges may be possible for a different size, an alternative eligible product, or a replacement item where the original purchase qualifies. Exchange approval depends on current stock levels, product availability, return condition, and the commercial structure in place at the time of the request.
If the desired replacement item is not available, we may instead offer a refund, store credit, or another reasonable solution depending on the circumstances.
If you receive an item that is faulty, damaged in a way attributable to supply, or materially different from what was ordered, you should contact Velvet Muse as soon as possible after delivery and provide clear supporting evidence, including photographs where relevant. We may review the matter and, where appropriate, offer a repair, replacement, exchange, refund, or another suitable resolution depending on the issue and the product involved.
Customers should not continue wearing or using a product believed to be faulty if continued use may worsen the condition or interfere with proper assessment.
Velvet Muse reserves the right to reject returns where items are returned with visible signs of use, washing, scent transfer, smoke exposure, stains, fabric damage, stretching, missing tags, missing packaging, alterations, repairs made without authorization, or any condition that makes the product unsuitable for resale as a new item.
Returns may also be refused where the customer fails to follow return instructions, sends the item to an incorrect address, submits incomplete supporting information, or attempts to return items outside the permitted policy scope.
In some cases, Velvet Muse may choose to offer store credit, partial refund, or another commercially reasonable resolution instead of a full refund, particularly where product condition, timing, or specific promotional terms affect the outcome. Any such solution remains subject to the circumstances of the order and the applicable legal framework.
Products purchased during promotional campaigns, markdown periods, limited releases, bundle offers, or clearance events may be subject to different return conditions. In some cases, discounted or final sale items may not be eligible for return unless faulty or unless otherwise required under applicable law.
Customers should always review any specific sale or campaign conditions communicated on the website before placing an order.
If an order is refused at delivery, left unclaimed, or returned to sender because the customer did not collect it, provided an incorrect address, or failed to cooperate with delivery requirements, Velvet Muse reserves the right to deduct any shipping, return handling, storage, customs, or administrative costs incurred before processing any applicable refund.
Customers should retain proof of dispatch, tracking numbers, receipts, and any communication relating to the return process until the matter has been fully resolved. Velvet Muse cannot take responsibility for return parcels that cannot be verified, traced, or confirmed as received through an appropriate return method.
Return reviews, inspections, exchanges, and refunds may require a reasonable processing period after the returned item has arrived. Processing times may vary depending on volume, inspection needs, communication delays, payment provider timing, and the specific circumstances of the request. Velvet Muse will aim to handle approved returns as efficiently as reasonably possible.
Velvet Muse reserves the right to update, revise, or replace this Return & Refund Policy at any time in order to reflect changes in business practice, product model, customer service structure, logistics, or legal requirements. The version published on the website at the relevant time will apply unless otherwise stated.
If you need support with a return, refund, exchange, damaged item claim, or any post-purchase issue, please contact Velvet Muse through the support details or contact channels published on the website. To help us assist you efficiently, always include your order reference and a clear explanation of the issue.
No account yet?
Create an Account
