VELVELUXE

If your order has not yet been picked and packed, you certainly can! If you need to cancel your order, please email us at hello@ velveluxe.com with the subject title “CANCEL All cancellation enquiries must be sent through before 8am on the business day following the date your order was placed – otherwise your order would have already been picked and packed and we are unable to cancel your order for you. If you have any questions about pre-ordering an item or cancelling your pre-order, please email our team at hello@velveluxe.com

We will do our best to make any changes to your order before dispatch. Please email us within 1 hour of placing your order to ensure we can update an item or postal address (This excludes weekends, we will reply to your emails first available opportunity on Monday morning). Delays which include but is not limited to peak periods, such as public holidays and sale periods may prevent us from making amendments on time.

Placed an order and haven’t received your confirmation email? In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder, please email hello@velveluxe.com with the details your order would have been placed under after checking your junk email folder. Our team will amend this for you as soon as possible to ensure you receive all tracking updates.

Unfortunately, as we are an online retailer you will not be able to pick your order up in person or come in to try items on as we do not have the facilities.

VelveLuxe London accepts payment via Amex, Visa, Mastercard, PayPal, and Credit Cards. Unfortunately we are not able to accept gift cards and credit notes at this time.

Preorder items will have an estimated delivery date listed in the product description. If you have any questions about the ETA of your item, please reach out to us at hello@velveluxe.com and we will be able to help! PLEASE NOTE: If you order includes in stock items, your entire order will be held until all styles are available for dispatch and will be sent together. If you would like an in-stock item sooner, we would recommend placing a separate order.

Simple! First thing is to ensure your return falls inline with our return requirements (please see our returns policy). Next is to send an email to returns@velveluxe.com where your return request will be processed. Once your returns request has been processed, you will receive an automated email confirmation with further information where/how to return your order (please also check your junk email folder as sometimes this is where our emails end up!). Please note, the customer is responsible for return shipping costs as per our returns policy. We recommend returning your order via traceable mail, as any returned items that are not received by VelveLuxe London will NOT be issued a refund. VelveLuxe London will not process any refunds for items that are not received or are lost in transit coming back to us.

We sure do! To return your item for an exchange, please lodge your return via our Returns Centre making sure to note what you would like to exchange to. Exchanges are processed pending available stock. We are not able to hold stock for exchanges. All exchanges must be of equal or higher value to the initial garment cost. Shipping for us to return your exchanged item back to you is free on your first exchange!

We are happy to offer refunds on items purchased at full price! This excludes any sale items, items purchased during a promotional sale period, and items purchased with a promotional code (some exceptions do apply). Any items purchased on sale are welcome to be returned for an exchange or store credit.

To ensure you have an AMAZING shopping experience with us, we offer a 14 day return period for our UK customers, and 20 days for international customers Full priced items returned within this period are welcome to be returned for a refund, exchange or store credit. All items must be in original condition with no missing tags, without any excessive scent, deodorant, or marks. Your return will need to reach us within the 14 business days (20 for international orders) to be eligible for a return to be processed. If your item is faulty please email hello@velveluxe.com with images of the fault and our team will advise you on how to make the return. We will not accept items back that have been damaged by yourself after wear and tear, this includes but is not limited to a broken button, loose zipper, torn fabric and shrunken/faded items. VelveLuxe London reserve the right to deny a return if they are returned outside of our returns period, used, soiled, worn, or damaged in any way. Any returns received in these conditions will be returned to the customer or destroyed within 30days.

This could mean your return has not yet been processed. Please track your return to make sure it has been received by us. If your parcel has been received, please allow 1-5 business days for this to be processed – we work super hard to make sure returns are processed as soon as possible for you!

We process orders on business days, which are Monday to Friday and exclude public holidays in the UK. If you purchase any of the Items on a non-business day, we will process the purchase on the next business day. Please allow 24-48 hours to dispatch your order. Most orders placed before 9am will be sent the same day, however, there can be unexpected delays, especially in peak periods or after sales so your patience and understanding is appreciated.

You will receive a confirmation shipping email, this will contain your tracking number. If you need any assistance tracking your order, please contact us at hello@velveluxe.com and we will be able to assist!

t can be quite frustrating when you're counting on an expected arrival date and your parcel has still not arrived! Within United Kingdom? Keep a close eye on your tracking as in rare cases 3 business days may be added to the original arrival date especially during busy periods. Outside of United Kingdom? Again we advise keeping a close eye on the tracking we provide but it is also a good idea to put your tracking into your countries postal service/DHL tracking link to receive faster updates. It is worth noting that customs delays can add up to 5-10 business days to a standard or express post order so please allow for this. But of course reach out with any queries at any time!

Missed out on purchasing your favourite item?! You are able to receive email updates on restocks! Just choose the size you would like, enter your email address in and as soon as stock becomes available to purchase, you will receive an email notification! Sold out and on sale? It is likely that this will not be coming back, but again reach out to our team and enquire.

It can be common for parcels to go missing during peak periods, and sometimes during those quieter days. If you believe this has happened to you the first step is opening a case with Royal Mail. Once you have done so forward the case number to our customer care team with your name, order number and description of items. The case can take up to 10 business days to be closed. We will need to wait for the case to be closed by Royal Mail prior to offering any resolutions.

As stated in our returns policy, the customer is responsible for all return shipping charges.

Unfortunately as we are an online retailer you will not be able to come in and shop or try items on. I have received a faulty item. We are so sorry! We do our best to check over all garments upon arrival and prior to dispatch but sometimes things are missed. Please email images of the damage to our team at hello@ VelveLuxe.com along with an explanation of the fault, and we will make things right! Our returns department will take your request into consideration but will need to follow the required steps in processing your return. If your item is deemed with a major manufacturing fault (something that happened when the item was being made) you will have the option of a refund, exchange pending available stock or store credit.

We do not collect or store any credit card information associated with your purchase when placing an online order.