Due to the effects of the COVID-19 please expect delays in the shipments

FAQ

ORDERS

What currency are your prices in?

All prices are charged in US Dollars. The currency will convert back to USD once you are in the checkout.

I want to make a change to my order, what can I do?

Please email our Customer Care team as soon as possible, if your order has not been packed for shipping we may be able to make changes to your order however, if it’s too late – sorry, it’s too late! 

I want to cancel my order, what can I do?

If you wish to cancel an order please reach out to us as soon as possible. We cannot guarantee we will reach your order before it ships. A $5 restocking fee will be deducted from your order. 

I forgot to enter a discount code, can you add it in?

Once an order has been made we cannot add/amend discount codes or refund partial amounts. Good news is you can always use it next time.

I’ve entered my shipping address wrong – how can I change it?

Please contact Customer Care right away, if your order hasn’t been shipped we can change your shipping label.

What is the status of my order?

All items take 3-5 business days to package and dispatch. 

Once your item has been shipped please allow up to 24 hours for the shipping confirmation email.

If you need a further update or if there is an issue with your tracking please contact Customer Care.

If you have any further questions about the status of your order please email Customer Care via admin@velvet-dreams.com

 

DELIVERY

Do you ship to my country?

We offer international shipping in most countries!

If you can't find your country in the check out please contact us via admin@velvet-dreams.com

 

I’ve entered my shipping address wrong – how can I change it?

Please contact Customer Care right away, if your order hasn’t been shipped we can change your shipping label.

How much are shipping costs?

We offer $3.99 standard shipping on all orders and free shipping on orders over $100!

 

I am an international customer, why do I have to pay to receive my package? 

Unfortunately, this is not in our control. Each country has different customs regulations. We are not obligated to pay for customs, this is to be paid by you if your country requires it. Please contact your country's customs office for more information before ordering. 

 

I can't see updates on my order?

Do not worry! We ship our parcels via a private shipping partner and tracking will begin updating when it arrives to your countries logistic centre. 

 

My tracking shows item arrived to my country for awhile and still not  delivered is it normal?

Yes,  your package is most likely sitting in courier's (USPS) warehouse awaiting scan. Due to the virus, there is currently a shortage of warehouse workers and a higher than usual shipment demand. This is creating a large backlog of international orders in USPS's warehouses. 

RETURNS

What is your returns policy?

We accept items that are in their original condition (tags attached, no body odour, make up etc.) and we will provide you a refund upon the return of your item. All returns are payable by customer and must be shipped tracked.

 

We check returned items thoroughly to identify potential misuse or abuse of our return policy. We reserve the right to refuse any returns. 

Do you offer refunds?

We do not offer refunds unless the item is deemed faulty by our Returns Team.

 

What if I need to exchange something for a different size or?


Sorry, we are unable to process exchanges due to the fast turnover of our stock. If you would like to exchange something for a different size or style, please return the original item(s) for a refund once received and inspected and place a new order .

I think my item is faulty what do I do?

Uh oh, if you believe you have received a faulty item please email admin@velvet-dreams.com right away with images and our quality check team will need to discuss whether your order is eligible for a refund.

 

SIZING

What size should I order?

There are size charts on most product depending on the garment you are viewing. We recommend you to double check the size charts on each of the products prior to purchasing as sizing is unique on each item. If you are between two sizes, we recommend you to size up!

Please note that all items are measured manually so they may be 1-3 cm off.

My item does not fit. What should I do?

Unfortunately, we do not offer free exchanges/refunds if the item does not fit. You can contact us at admin@velvet-dreams.com and we will offer a low cost alternative. We provide measurement charts for you to compare your size with. 

How can I wash the items?

Please hand wash and air dry all Velvet Dreams apparel. Use the laundry machine on gentle mode at your own caution. Do not put items in the dryer.