Email us at email@example.com with your order number should you have any enquiry and we will reply within 2 – 3 working days. Our working days are Mondays to Fridays, excluding weekends and public holidays.
In the event that technical glitches occur and the item(s) shown to be available are out of stock, we will notify you as soon as we can. You may cancel your order and opt for store credits, or a refund.
In situations where your item is found to be defective before shipping, we will not ship your order. In the event that your item is defective and is the last piece in stock, we will notify you and you may either cancel your order and opt for store credits, or a refund.
We do not accept order cancellations once an order has been placed. Thus, please only cart out after you ensure that you have selected the correct item(s) in the correct quantity, size and colour. TheVelvetDolls will not be held liable in the event that the wrong item(s) are purchased due to purchasing error.
Do also ensure that the correct address and mobile number provided. Misinformation will result in a delay in delivery and a re-delivery fee of $3.00 will be charged if the parcel is returned.
Should you face any problems with your order, please contact firstname.lastname@example.org as soon as possible. Returns are accepted 10 days from date of receipt and must abide to our Returns and Exchange policy.
All orders will be shipped out within 2 working days upon order fulfillment. Shipping costs are non-refundable. Please visit our Shipping page for shipping rates.
Shipments are sent out based on order numbers. We do not accept combined shipment requests for two separate orders.
Please note that the order value for Free Shipping apply to the total value of the cart after discount codes are applied.
Returns & Exchanges
In the event of receiving a defective product, returns can be made 10 days from date of receipt. In the event that wrong items are order/received, exchanges can be made. Where applicable, discount codes applied on orders will be honoured for exchanges.
Please check our Returns and Exchanges policy for more information.
Sales & Promotions
All discounts and promotional codes are subject to the following conditions, on top of conditions already specified upon announcement:
- Do ensure that discount codes are applied before checkout, TheVelvetDolls is not responsible for codes that were not applied during the checkout process and discount codes cannot be applied after an order has been placed
- Discount codes cannot be stacked – only one code may be used per order
- Sale items cannot be returned or exchanged (in the absence of any defect)
- For promotions with a minimum spend requirement, your order must be at or over this amount prior to the use or any discount codes for the promotion to apply
- TheVelvetDolls has the right to end any promotional offers at any given time
We only send you emails if you have opted in for receiving emails from TheVelvetDolls. If you wish to opt out of receiving emails from us, you can do so with the unsubscribe link at the bottom of all email messages. Should you have any trouble unsubscribing from our newsletters, please contact us at email@example.com.
Items that are Out of Stock may be available via Backorder based on demand. Arrival dates of items differs and will be stated on the product page itself. In cases where a Backorder item is ordered together with an In-stock item, we will ship the order only when the Backorder item(s) have arrived.
Delays might occur for Backorder items due to unforeseen circumstances, in these cases, refunds will not be made should the delay be not more than 2 weeks. Should the delay be longer than 2 weeks or there are insufficient stocks, a full refund will be made within 48 hours.
TheVelvetDolls reserves the right to amend the terms from time to time without prior notice. By shopping on our website, you are deemed to have agreed to the above terms and conditions listed. Should you have any queries, feel free to drop us an email at firstname.lastname@example.org.