Returns

REFUNDS AND RETURNS

ONLINE PURCHASES:

We have a 14-day return policy, which means you have 14 days after receiving your item to return and receive a refund.

Please notify us that you are returning an item via email at customercare@velvethill.co.uk

Please ensure you send returns tracked as we cannot be held responsible for lost packages.

All returns must be posted within the 14 day returns period, any returns outside of this time may not be accepted. 
Please return to:
Velvet Hill Online Returns
39 West Ave
Stockton Heath 
Cheshire
WA4 6HU


To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, and in any original packaging. You’ll also need the receipt or proof of purchase.(We cannot accept responsibility for unreceived items that were not returned tracked). When we have received your return we will process the refund within 48 hours (Monday-Friday).

As a small business we try to keep delivery costs as low as possible. At this time we are unable to offer a free returns service, buyer would need to pay return postage.We cannot accept responsibility for unreceived items that were not sent tracked .

You can always contact us for any return question at customercare@velvethill.co.uk

Our online returns policy is in line with the distance selling regulations.

 

Damages and issues 
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, including underwear, swimwear and earrings for hygiene reasons. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards or vouchers.

 

Exchanges 

As a small business we are unable to offer an exchange service.
 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.