Return Policy
At Velvet Muse London, customer satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, we're here to help. Please read our Return Policy carefully before requesting a return.
If you have any questions, please contact us at info@velvetmuse-london.com before returning your item. Our customer support team is always happy to assist you.
1. How We Operate
At Velvet Muse London, we operate using a direct supplier fulfilment model.
To reduce unnecessary waste, minimise overproduction, and lower our environmental impact, we do not keep large inventories in our own warehouse. Instead, certain products are shipped directly from our trusted international suppliers.
For this reason, approved returns must be sent to our designated supplier's return facility.
The correct return address will always be provided by our customer support team after your return request has been approved.
2. Return Requests
You may request a return within 30 days after receiving your order.
To request a return, please email:
Your request should include:
- Your order number
- The item(s) you wish to return
- The reason for your return
Returns can only be requested after the order has been delivered.
Once your request has been reviewed and approved, we will provide you with detailed return instructions and the correct return address.
3. Return Conditions
To be eligible for a return:
- The item must be unused, unwashed, and in its original condition.
- All original tags and labels must still be attached.
- Items may be tried on but must not show any signs of wear.
- A valid reason for the return is required.
- Sale or discounted items cannot be returned unless they are defective or incorrect.
- Purchasing multiple sizes with the intention of returning part of the order is discouraged.
- For hygiene reasons, certain products such as underwear, swimwear, earrings, and other personal items cannot be returned unless they are unopened, unused, and in their original sealed packaging.
We reserve the right to refuse returns that do not meet these conditions.
4. Return Shipping Costs
Unless otherwise agreed or required by law:
- Return shipping costs are the responsibility of the customer.
- Any international shipping fees, customs charges, taxes, or import duties associated with the return are also the customer's responsibility.
- Customers are responsible for arranging and paying for the return shipment.
We strongly recommend using a tracked shipping service, as we cannot process returns that cannot be verified.
Velvet Muse London is not responsible for lost return shipments.
5. Alternative Solutions
Because international returns can be expensive and time-consuming, we are often able to offer a customer-friendly alternative.
Depending on the situation, we may offer:
- A partial refund
- Store credit
- A replacement item
- A discount on a future purchase
Every case is reviewed individually to ensure a fair solution for both parties.
Please contact us before returning your order so we can discuss the best available option.
6. Damaged, Incorrect or Defective Items
If your order arrives damaged, defective, incorrect, or if you have received the wrong item, please contact us within 14 days of delivery.
Please include:
- Your order number
- A clear description of the issue
- Clear photos showing the problem
Without sufficient photographs and information, we may not be able to process your claim.
Once we have reviewed your request, we will work with you to find the most appropriate solution as quickly as possible.
7. Refunds
Refunds are issued only after the returned item has been received, inspected, and approved.
Once approved:
- Your refund will be processed using your original payment method.
- Refunds are typically completed within 14 days after the returned item has been received.
- Original shipping charges are non-refundable unless required by applicable consumer protection laws.
If your return does not meet the conditions outlined in this policy, the refund request may be declined.
8. Order Cancellations
Once an order has been placed and entered our fulfilment process, it can no longer be cancelled.
If you experience any issues with your order, please contact info@velvetmuse-london.com before initiating a payment dispute or chargeback.
Our customer support team will always do their best to resolve the issue quickly and fairly.
9. Responsibility & Delivery
Velvet Muse London is not responsible for packages that are marked as successfully delivered to the shipping address provided during checkout.
Customers are responsible for ensuring that all shipping information is correct before completing their order.
If you notice an error in your shipping address, please contact us within 24 hours of placing your order at:
After this period, we cannot guarantee that address changes will still be possible.
Contact Us
If you have any questions regarding returns, exchanges, or your order, our customer support team is happy to help.
Velvet Muse London
📧 Email: info@velvetmuse-london.com
We aim to respond to all enquiries as quickly as possible and will always do our best to provide a fair and satisfactory solution.