2. Returns and Refund Policy
At Velvet Muse London, we want you to feel comfortable and confident when shopping with us.
This Returns and Refund Policy explains how returns, refunds, and our 30-day money-back guarantee work.
This policy applies to purchases made through www.velvetmuse-london.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee.
If you are not satisfied with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To submit a return request, please email us at:
Please include:
- Your full name
- Your order number
- The email address used to place the order
- The reason for the return
- Clear photographs if the item is damaged, faulty, or incorrect
- Any additional information that may help us understand and resolve the issue
Our customer support team will review your request and provide you with the appropriate next steps.
Your Right to Cancel
For most products purchased online, you have the legal right to cancel your order within 14 days of receiving the goods, without providing a reason.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
Our voluntary 30-day money-back guarantee provides additional time to submit a return request and does not affect your statutory rights.
Return Approval
Please do not return any products before contacting us.
All returns must first be requested and approved by Velvet Muse London by email.
Once your return has been approved, we will provide you with the applicable return instructions and the correct return address.
In many cases, returns must be sent directly to our supplier. The supplier or designated return location may be situated outside the United Kingdom, including in China.
Products returned without prior approval or sent to an incorrect address may not be accepted or processed.
Return Shipping Costs
For change-of-mind returns, incorrect size selections, or products that are no longer wanted, the customer is responsible for arranging and paying the return shipping costs
If the approved return address is located with our supplier in China, the customer will be responsible for arranging and paying for shipping to that address.
We recommend using a tracked shipping service. Velvet Muse London cannot confirm or complete a return until the returned parcel has been received by the supplier or designated return location.
When a product is confirmed as faulty, damaged, incorrectly supplied, or otherwise not in conformity with your statutory rights, we will provide an appropriate solution and cover reasonable return costs where legally required.
Tracking Required for Returns
For an approved return, the customer must provide valid return tracking information.
A refund can only be processed after the returned item has been received and confirmed by the supplier or return location.
If a return parcel is lost during transit and delivery cannot be confirmed, we may be unable to process the refund. The customer may need to submit a claim directly to the chosen shipping provider.
Condition of Returned Items
To qualify for a return under our voluntary 30-day money-back guarantee, the product should be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with the original tags and packaging, where reasonably possible
Customers may inspect and try on a product in the same way they would in a physical shop.
Products showing signs of use beyond what is reasonably necessary to inspect them may be subject to a reduction in the refund amount.
This may include products showing signs of:
- Wear
- Washing
- Damage
- Perfume or other strong odours
- Stains
- Makeup marks
- Alterations
- Excessive handling
These conditions do not limit your statutory rights where a product is faulty, damaged, incorrectly supplied, or not as described.
Products That May Not Be Eligible for Return
Certain products may not qualify for change-of-mind returns, including:
- Gift cards
- Personalised or custom-made products
- Perishable products
- Sealed hygiene-related products after the seal has been broken
- Products that have been worn, washed, altered, or used beyond reasonable inspection
- Products returned without prior approval
- Products returned outside the applicable return period
Products marked as final sale remain covered by your statutory rights if they are faulty, not as described, or otherwise fail to meet legal requirements.
Faulty, Damaged, or Incorrect Products
If your order arrives damaged, faulty, incomplete, or incorrect, please contact us as soon as possible at:
Please include:
- Your order number
- A clear description of the issue
- Photographs or videos showing the product and the problem
- Photographs of the packaging and shipping label, where relevant
We will review the information and work with you to provide an appropriate solution, which may include a replacement, repair, refund, or another remedy available under UK consumer law.
Please do not dispose of the product or return it before receiving instructions from us.
UK Consumer Rights
Nothing in this policy excludes, restricts, or limits any statutory rights you may have under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Products must be of satisfactory quality, fit for their intended purpose, and match their description.
If a product does not meet these legal requirements, you may be entitled to a refund, repair, replacement, price reduction, or another appropriate remedy, depending on the circumstances.
Refund Processing
Once your return has been received and inspected, we will notify you by email.
If the refund is approved, it will be issued to the original payment method used for the purchase.
Where a statutory right to cancel applies, the refund will normally be processed within 14 days after we receive the returned product or acceptable evidence that it has been returned.
Where applicable, the refund will also include the cost of the least expensive standard delivery option offered for the original order.
Any additional costs associated with express or upgraded delivery services may not be refundable.
After we issue the refund, additional processing time may be required by your bank, card provider, or payment provider before the funds appear in your account.
Refund Deductions
We reserve the right to reduce the refund amount if the value of the product has been reduced because it was handled beyond what was reasonably necessary to inspect its nature, characteristics, and fit.
We will not make deductions that unlawfully restrict your statutory rights.
Original return shipping costs paid by the customer are generally non-refundable for change-of-mind returns, unless otherwise required by law.
Exchanges
We may offer an exchange or another solution depending on the situation and product availability.
Please contact us at:
We will review your request and inform you which options are available. Exchanges are not guaranteed and may depend on stock availability.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
If the order has not yet been processed or dispatched, we will do our best to cancel it.
If the order has already been processed or dispatched, immediate cancellation may no longer be possible. You may need to wait until the product has been delivered and then follow the applicable return procedure.
This does not affect any cancellation rights you may have under UK consumer law.
Contact Us
For questions regarding returns, refunds, exchanges, cancellations, or your order, please contact us at: