If a piece is not right once you have it on, you have 30 days from delivery to send it back to Velvara for a refund. Here is how that works.
1. Your Return Window
The 30-day window starts on the date your order is delivered, not the date you placed it.
2. What Qualifies
Every product is eligible for return and refund, whether opened or unopened. We do not ask that a piece be unused, unworn or still in its original packaging before it qualifies. Wearing a scarf once to see how it hangs, or a bracelet for an afternoon, does not change that.
Proof of purchase is the only paperwork. An order number or the confirmation email will do.
This applies to everything in the shop. Velvara does not sell engraved, personalised or made-to-order items, or gift cards.
3. Starting a Return
Write to support@velvaraliving.com or phone +1 888 601 7172, giving the order number and the piece going back. A reason helps us but is optional. Within 3 business days you receive an RMA (Return Merchandise Authorisation) number and where to send the parcel.
Wrap the piece so it is protected on the way, and mark the RMA number clearly on the box. Returns that arrive with no RMA number may be refused or take longer to process. A tracked postage service is worth it.
4. How the Refund Is Paid
Once the parcel arrives, we check the piece against your order and email to confirm your refund. The money goes back to the card or account you paid with within 5–10 business days, and your bank or card issuer may need a little longer to display it.
An opened or worn piece is refunded in full, exactly like one that was never unwrapped.
5. Exchanges
Prefer a different piece at the same price or lower? Say so when you contact us. We post the new piece once your return reaches us, free of charge. If what you want has sold out, you can take a full refund instead.
6. Return Postage
Changed your mind? Then the return postage is on you, and we cannot refund it.
A wrong piece, a damaged parcel or a fault is on us: we email you a prepaid label, and sometimes we will not need the piece back.
7. Damaged, Defective or Wrong Pieces
Let us know within 48 hours of delivery. Include your order number, a line on what is wrong, and clear photos of the piece and the packaging it came in. We then offer you a replacement or a full refund, along with any shipping you paid.
8. If Your Refund Is Late
If we have confirmed your refund and you cannot see it yet:
- Check your statement again; a refund often needs a few business days to appear.
- Call your bank or card issuer and ask if a credit is pending.
- If 15 business days have gone by since our confirmation email, write to support@velvaraliving.com or call +1 888 601 7172 and we will trace the payment.
9. Please Talk to Us Before Any Chargeback
Please contact us before filing a chargeback or dispute with your card issuer. A chargeback usually runs 30 to 90 days, and your refund is frozen while it does; we can usually sort the problem out in a day.
You can reach us at support@velvaraliving.com or +1 888 601 7172, Monday – Friday, 9:00 AM – 6:00 PM EST.
10. Contact
- VELVARA LIMITED (Velvara)
- Registered address: Unit 903A, 9/F, Cameron Commercial Centre, 458-468 Hennessy Road, Causeway Bay, Hong Kong, HK
- Write: support@velvaraliving.com
- Call: +1 888 601 7172
- Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
We answer within one business day.