Return Policy

Please choose carefully as we DO NOT issue a refund for a change of mind. We are a small handmade business and unfortunately we do not have the resources to fulfill change of mind returns. 

Change of mind includes (but is not limited to):

• The item is the wrong size or colour

• Found the product cheaper somewhere else

• Decide you do not like the item or have no use for it

• Item did not arrive in time for an intended event 

• The problem with the product was caused by the consumer misusing it, for eg selecting the incorrect size and therefore damaging the product.

Sale items where the price is discounted due to a defect or issue that was clearly disclosed, are not eligible to be returned for the reason of the stated defect. Similarly, upcycled or vintage items where a defect or issue was clearly disclosed, are also not eligible to be returned for the reason of the stated defect.

Faulty Items (Australia and NZ customers)

Please inspect your order upon receiving it and contact us immediately if the item is defective or if you receive the wrong item, so that we can evaluate the issue. If you believe the item to be faulty you can request a return within a reasonable time.

To be eligible for a return, your item must be in the same condition that you received it, and be unworn or unused. Returned items must have no visible signs of wear or use. You’ll also need the receipt or proof of purchase.
Eligible returns can be issued a store credit to be used for future purchases, or a refund to the original payment method.
You can always contact us for any return questions at velvetwebclothing@gmail.com. Please don’t use social media platforms for these kinds of questions.

To start a return, you must contact us at velvetwebclothing@gmail.com with clear and concise details of the issue so that we can evaluate the claim. Clear photos are also essential. If your return claim is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you are instructed to return an item and it is not received by us within 30 days of issuing the return shipping label, we will consider your case closed and that you are no longer requesting a return. 

Refunds and Store Credits

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, and you choose a store credit, a voucher will be emailed to you. Alternatively if you choose a refund, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.
If a returned item is received and clearly does not meet the condition requirements (as stated above), or the details of the return claim do not match the item when we receive it, then we may not approve your refund. 

If more than 15 business days have passed since we’ve approved your return, and you have not received your refund or credit, then please contact us at velvetwebclothing@gmail.com.

International customers

Faulty item claims are usually not accepted for overseas customers, due to the complications of international postage. However, please contact us to discuss any concerns, as we may be able to help.