Velvety Couture

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Delivery related queries

Delivery FAQs

How long will it take to receive my order?
Delivery times depend on your location and whether you ordered a Ready to Wear item or a Customized/Backorder item. Ready to Wear Orders: UAE: 1 to 3 working days. GCC: 5 to 10 working days. Rest of the World: 7 to 15 working days. Customized or Backorders: UAE: 7 to 10 working days. GCC: 7 to 15 working days. Rest of the World: 7 to 21 working days. Note: Delivery windows begin after your payment has been authorized.
How much does shipping cost?
Shipping is free for all customers. UAE: Free delivery via local courier. GCC and International: Free shipping on all orders.
Will I be charged for customs or import duties?
Customs fees may apply depending on your country's specific regulations and location. Please note that Velvety is not liable for any additional customs costs or taxes that may occur; these are the responsibility of the customer.
How are orders shipped?
All orders are shipped via professional courier services to ensure your items reach you safely.
Can my order be delayed?
While we strive for speed, processing times may be longer during Ramadan, the Eid season, and other public holidays. Additionally, shipping times can vary depending on your country’s local customs clearance procedures.
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Returns and Refunds FAQs

1. What is your return policy for Ready to Wear items?
We accept returns for a store credit voucher or an exchange within 3 days of delivery. This applies if we sent the wrong size, the wrong color, or if the item is defective. In these specific cases, Velvety covers all return and delivery costs.
What if I ordered the wrong size?
If the item doesn’t fit because the wrong size was selected during checkout, we only accept exchanges (subject to our final approval). The item must be returned in its original condition (new, unused, with tags). All shipping costs for the exchange must be paid by the customer. We do not accept exchanges on items that are damaged, used, or stained.
Do you offer cash refunds?
No. Refunds are issued exclusively as store credit vouchers. The voucher will cover the price of the item only, excluding any taxes, transfer fees, duties, or shipping costs paid. Note: Store credit vouchers expire 6 months from the date of purchase.
Can I return a customized or altered item?
No. We do not accept returns or exchanges on customized orders, stitched-to-size orders, or items that have been altered.
Can I return items bought on sale?
No. Returns and exchanges are not accepted for any items purchased during a sale.
How do I request an alteration?
Ready to Wear: Alterations can be made upon request for an additional fee, which will be communicated before confirmation. Customized Orders: Alterations are available for an additional fee, and the customer is responsible for all delivery costs.
Why does the color look slightly different than the photo?
ctual colors may vary slightly due to professional photography lighting, screen settings, and the natural characteristics of certain fabrics. This is normal and is not considered a defect.
How do I report an issue with my order?
If you have any concerns regarding your order (Ready to Wear, Customization, or Alterations), you must notify us in writing within 24 hours of receiving the package. WhatsApp: +971 54 587 0877 Email: info@thevelvety.com
What is the process for returning an item?
Once you contact us, you must ship the item back using a trackable service (please keep your proof of postage). Velvety is not responsible for packages lost or damaged in transit. Once our Quality Control team approves the return, you will receive a confirmation via email or text to initiate your voucher or replacement.
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DIFC Gate Avenue Mall, Dubai, UAE.

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