We try very hard here at Velvet Fleur to ensure you are more than pleased with your purchase. On that rare occasion when something does go wrong and an exchange or refund is necessary we are more than happy to help. We are pleased to offer a "no quibble" returns policy. However, its important you follow individual manufacturers user guidelines as we can not refund items which have been damaged due to improper use.
All products are guaranteed for at least 365 days from the date of purchase, so if there is a problem please contact us and we will be happy to refund or exchange the item (where stock availability permits).
Whilst we understand this is not always possible, please try and return the faulty item along with its original product packaginging and labels.
Please ensure where appropriate that you clean your item before sending it back.
Finally, individual manufacturers have their own unique care instructions. It is important you follow these guidelines carefully as we are unable to refund items which have been damaged due to improper use.
Returns & Exchanges
Sometimes you may receive your item and it’s just not what you or your partner expected. As long as it is returned in the same condition it was delivered to you, with packaging and labelling intact and importantly the item has not been used, we will be happy to exchange or even give you a full refund. You have 60 days from the date of purchase.
Refunds can only be credited back to the card the order was originally placed on.
How to Go About Returning Your Order?
Please complete the “Returns Form” sent with the order, explaining why you are returning the order and whether you would like an exchange or a refund (if you no longer have this form then please click this link or send me an email at firstname.lastname@example.org)
You will need to pay for the return postage. You do not need to send this as a special delivery however it is advisable to keep a postal number.
If you would like to exchange for a different item please list the full product description on the form.
Refunds, Exchanges and your Credit Card
If the returned item is more than the replacement, we will credit the difference back to the original card. If you want to exchange for a more expensive item we will contact you to arrange payment of the difference.
If the item you have requested as an exchange is not in stock we will contact you in order to select a new item or accept a refund.
All exchanges and refunds will be actioned within 7 days of receiving your returned item.
If you have any further questions, you can contact our customer service department at email@example.com