9. FAQ Policy Page
Frequently Asked Questions
How Long Does Shipping Take?
Orders are usually processed within 1 to 3 business days.
After dispatch, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may vary during busy periods, public holidays, customs checks, or due to carrier delays.
Where Do You Ship From?
Some orders are shipped directly from our trusted suppliers.
This may include suppliers located overseas, including in China.
We use direct supplier fulfilment to make the shipping process more efficient and avoid unnecessary handling delays.
Do You Offer Free Shipping?
Yes, we offer free shipping across the United Kingdom, unless stated otherwise at checkout.
Do You Offer Returns?
Yes, Velvet Muse London offers a 30-day money-back guarantee.
Please contact us within 30 days of receiving your order at:
Our voluntary 30-day return policy does not affect your statutory rights under applicable UK consumer law.
How Do I Start a Return?
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, if you wish to provide one
- Clear photographs if the item is damaged, faulty, or incorrect
We will review your request and provide you with the correct return instructions and return address.
Please contact us before returning an item so that we can ensure your return is sent to the correct location.
Who Pays for Return Shipping?
For change-of-mind returns, incorrect size selections, or unwanted items, the customer is responsible for arranging and paying the return shipping costs.
If the designated return address is located with our supplier in China, the customer is responsible for sending the return to that address.
If an item is faulty, damaged or incorrectly supplied, Velvet Muse London will provide an appropriate solution and cover reasonable return costs where legally required.
Nothing in this policy excludes, restricts, or limits your statutory rights under applicable UK consumer law.
When Will I Receive My Refund?
We may withhold your refund until we have received the returned item or until you provide acceptable evidence that the item has been returned, whichever occurs first.
Once your return has been received or acceptable return evidence has been provided, and the return has been approved, your refund will be processed to the original payment method.
Where a statutory cancellation right applies, refunds will normally be processed within 14 days of receiving the returned item or acceptable evidence that it has been returned.
Your bank, card provider, or payment provider may require additional time to make the funds available in your account.
What If My Item Is Faulty or Incorrect?
Please contact us as soon as possible at:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging and shipping label, where relevant
We will review the issue and assist you with the appropriate next steps, which may include a replacement, refund, or another suitable solution.