Frequently Asked Questions

How do I track my order?

Once your order has been dispatched, you'll receive a tracking number via email. You can also check the status of your order anytime at velvetforvenus.com/apps/track123.

Please note, it may take up to seven days for the tracking number to update, but rest assured, your order is on its way to you! Thank you for shopping with Velvet for Venus.

Can I change my delivery address?

If you've entered an incorrect delivery address on your order, please contact us within 24 hours. If your order hasn't been shipped yet, we can update your delivery address. However, if the order has already been shipped, we won't be able to make changes.

The quickest way to update your address is by emailing us at hello@velvetforvenus.com or Direct Messaging us on Instagram @velvet.forvenus. Due to our fast order turnaround, we cannot guarantee address updates on orders already placed and/or shipped.

If the order has shipped, it will be delivered to the address provided. Thank you for your understanding.

Returns

If you are not completely satisfied with a product, you can return it within 30 days of purchase. Head to our returns portal to submit a change of mind return. The customer will need to pay a small restocking fee of 2% and a fixed rate return shipping fee of $20. Velvet for Venus will provide a return postage label with tracking.

When do I get my order?

Your order will arrive within 6-15 business days, depending on your location and the item(s) you’re purchasing. To check a delivery time frame, please scroll to the bottom of the product page.

At Velvet for Venus, we strive to process and dispatch your order promptly. Expect a processing time of 1-3 business days, with a transit time of 6-15 days for standard shipping. During sales and holiday periods, dispatch times may increase by up to 48 hours. You'll receive a shipping confirmation email as soon as your order leaves our facility.

My Order Is Incomplete or Incorrect

When you order multiple items at a time, they might be shipped separately as products are shipped from different warehouses. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you!

If the items in your order are too large to ship together, your items will have separate tracking numbers. This means you will receive separate parcels, possibly at different times and dates. Sometimes with our bundles, the products will ship separately, and because only one product can be actively tracked, it will show as delivered. Please wait a few days for your other product(s) to arrive. Contact us if you have not received them a few days later.

You can check the status of your orders at velvetforvenus.com/apps/track123.

How can I cancel my order?

Once you place an order, you may cancel within 24 hours. Please email hello@velvetforvenus.com if you wish to cancel, using the subject format #000000 ORDER CANCELLATION so our team can process it as quickly as possible. A small processing fee will be deducted from the final refund, and we will inform you of this amount in our email response.

Orders cannot be cancelled after the order has been processed past the 24 hours and cannot be cancelled after the item has shipped.

Order Delivered but Not Received?

In most cases, parcels will turn up within a few hours from being scanned as delivered. If you’re worried about where your parcel is, we suggest you seek information from the carrier on where they dropped the parcel. Delivery drivers will try to make sure that your delivery is tucked away in a safe place if you are not home, so check any hiding spots you might have around your home.

If you’re still unable to locate your parcel, please reach out to our customer service team at hello@velvetforvenus.com and they will do their best to help you locate your order.

FAQs

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