About Returns & Exchanges

TO RETURN YOUR ITEM, VISIT OUR RETURN CENTER HERE:

>> RETURN CENTER <<

 

RETURN & EXCHANGE POLICY

Returns/Exchanges for Incorrect or Defective Products

are accepted 14 days from date of receipt and are eligible for

Reason

Shipping Fees paid by

Eligible for

Incorrect Products (Size/Colour) Delivered

TheVelvetDolls

Exchange

Defective Products*

TheVelvetDolls

Exchange
If item OOS, Refund

*Minor stitching issues and factory markings are not considered defects. Items with slight variation to measurements stated or colours on-screen are also not considered defects and are not eligible for returns.

For defective and incorrectly delivered products, please also include detailed pictures of the item(s) received. Your replacement products/refund will be processed within 2 working days from receiving the returned product.

 

Size/Color Exchanges

Kindly bear in mind that we no longer offer size/color exchanges.

If you would like an item in a different size/colour, please return your item for Store Credit and place a new order. Store credits do not cover shipping fees. Your store credits will only be processed once the returned item reaches our warehouse. 

 

Returns for Store Credit 

Returns are done on a case-by-case basis. Shipping cost will not be refunded.

For all Returns requests, please visit our Return Center and key in your order number and email address to proceed.

We accept Returns for Store Credit in accordance with the terms stated on the Return Policy.  Returns received after the stipulated timeframe (14 working days) will be rejected.

Strictly no returns for sale items or items bought during promotional periods.

Relevant shipping charges will be requested for rejected returns that failed to comply with our terms. Rejected returns not claimed within 10 working days from the date of the notification email will be forfeited without prior notice. In such cases, TheVelvetDolls shall not be responsible for any unclaimed rejected packages after the stipulated timeframe; no refunds will be made. Please note that customers bear the shipping costs for returns.

We do not provide Cash Refunds for Returns. We do not offer size exchanges.  Merchandise is the customer’s responsibility until the package reaches our warehouse. TheVelvetDolls will not provide any Returns should you purchase our merchandise from a third party.

Once we have received the returned package, our operations team will process the Store Credit (expiry date of six months) within 5 working days.

 

Terms & Eligibility

Products must be returned in original selling condition – unwashed, unworn and unaltered; in it’s original packaging.

We seek your kind understanding in accepting our Terms, to ensure that all customers receive clean and new products. TheVelvetDolls reserves the right to turn away a return/exchange request should the returned products not meet the above requirements upon inspection of the products.

The following products are not eligible for any returns/exchanges:

  • Items not in original selling condition (worn, washed, altered, and not in original packaging), regardless if they are defective or not.
  • Sale items.
  • All products returned without prior notice will not be accepted.

 

Store Credit

Once your return package has been received, it will take up to 5 working days for your Store Credit to be refunded to you.

Products purchased using Store Credit (excluding shipping reimbursements) cannot be returned. Store Credits have an expiry date of 6 months.

Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due.  

Store Credit cannot be transferred to another person or account.  Store Credit are non-refundable.

Size Guide

All measurements provided are product measurements. We measure every product laid on a flat surface.

 PTP (Pit-to-pit)

Measure apparel from pit to pit across.

Waist
Measure apparel at the smallest part of the waist across

Hips
Measure apparel across the fullest part of your hips/the part where it sticks out the most.

 Length
Measure from the high point of your shoulders and down the length of your back.

Across shoulders
Measure apparel across the two points of the shoulders.

Do note that our inches (as denoted by the ” sign) are taken ACROSS and not AROUND. (i.e: Waist 24″ is 12″). A difference of 0.5″-1″ between the item(s) in our given measurements will not be considered as a defect.

Do note that given the chart, sizes may still differ so always use the given measurements provided in the item description for a better gauge of size fit.