Ready to wear:
- Velvety accepts Refund in voucher (Store credit)/Exchange for the order within 3 DAYS from receiving the order for reasonable reasons as below.
- If we sent you the wrong size ( Example: you have ordered “S” size but we have sent ”M” size), defective dress or the wrong color. Velvety will cover the cost of return and delivery.
- If size didn’t fit (Example: you have ordered L and your size is M, we accept only exchange (in this case we shall make the final decision to accept the return or exchange the order) Under 2 conditions:
- Sending the order back in the same condition (New, unused, with the tags).
- The shipping costs covered by the customer.
- The exchange will not be accepted on damaged, used or stained items. Exchange and refund will not be accepted for items on sale.
- We recommend you obtain the proof of return shipment (shipment should be trackable). We will not accept the responsibility of packages lost/damaged in transit. Cost of return shipment must be borne by the customer. Once our Quality Control team is satisfied with the returned product, you will receive an email/text message confirming that your return has been accepted. Henceforth, we will initiate the process of voucher refunds/replacements, as applicable.
- Refund will be made only via voucher/store credit for the price of the item returned excluding any taxes, transfer fees, duties or shipping paid. Store credit expires in 6 months from the day of purchase.
Customized/Stitched Orders
- Returns/Exchange will not be accepted on customize size orders.
- Returns/Exchange will not be accepted on altered size orders.
Size Alterations:
- Ready to wear: Alterations can be made upon customers’ request and at additional cost communicated prior to the confirmation from the customer.
- Customized orders: Alterations can be made upon customers’ request and at additional cost communicated prior to the confirmation from the customer and the customers pays for the delivery.
Questions or concerns about the order (Ready to wear, Customization & Alteration) should be raised in writing within 24hours of receiving it through WhatsApp on: +971 54 587 0877 or on the following email: info@thevelvety.com