Ordering Account access problems
Recently we upgraded our website and pre-existing accounts may have been deactivated. Please register again to enjoy the new shop.velvet-tees.com. If you continue to have problems accessing your account please Contact Us and explain the problem in detail.
Back to Top Placing an order
Ordering online with shop.velvet-tees.com is as easy as 1,2,3. First, browse through our selection of exciting items and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That's it! It's that easy.
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Canceling my order
After you have clicked "Place Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must contact a Customer Service representative. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.
Back to Top Sales tax
Shop.velvet-tees.com is required by law to charge appropriate sales tax for orders with ship to addresses within the state of California.
Back to Top Security
Absolutely! We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.
Back to Top Returns 30-Day Money-Back Guarantee
We want you to be fully satisfied with every item that you purchase online from Velvet. If you are not satisfied with an item that you have purchased online, you may return the item within 30 days for a full refund of the purchase price, minus the shipping, handling, gift wrap, or other charges. The item must be returned in good condition, in original packaging (whenever possible), and with all paperwork, parts and accessories to ensure full credit.
Back to Top Credit
You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
Back to Top Return Instructions
The packing slip in your package will contain detailed instructions for returning an item. Here are the basic steps: - Pack the item securely in the original package, if possible.
- Enclose one copy of the packing list with the item. Be sure to keep one copy of the packing list for your records. If you cannot send your packing list, please include your order number, billing name, and address with the item
- All products must be returned in new condition, in original packaging (whenever possible), and with all paperwork, parts and accessories to ensure full credit.
- All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
For your protection, we recommend that you use DHL Ground or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to: Returns Department
Velvet
3961 Landmark Street
Culver City, CA 90232 Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the warehouse. You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
Back to Top Returning an Oversized Item
We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective or damaged. We do not cover shipping charges on Oversized Items that are returned due to "buyer remorse." Please note: Shipping charges can be expensive for Oversized Items. Follow these steps to return an Oversized Item: - The item(s) must be unassembled and packaged securely. If possible, please package item(s) in original package.
- Enclose one copy of the packing list with the item. Be sure to keep one copy of the packing list for your records.
- Contact a Customer Service representative to receive instructions on arranging for a freight delivery company to pick-up your item(s). Please have your order number available when you call.
- You must be home at the time of pick-up and the item(s) must be at the door for the freight driver.
You can expect a refund within 30 business days of our receiving the item(s). You will be refunded the shipping cost if the return is a result of a manufacturer error or our error. * Please note: If there is extensive damage to an item upon delivery, email a Customer Service representative.
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Price Adjustments
Sale prices do not apply to previous orders. We do not offer price adjustments.
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Shipping Shipping options
We currently offer two shipping options within the United States. You may choose DHL Ground Service, or DHL Express Next Day Service. If you choose DHL Ground Service most of our customers in the contiguous U.S. receive their orders in just 1 to 6 business days. Need it faster? DHL Express Next Day Service will deliver your order within 1 business day after we have filled your order. We are sorry, but we do not offer Saturday or Sunday delivery. For complete DHL shipping information visit www.dhl.com.
Back to Top Shipping outside the United States
VelvetClothingStore.com will ship your order to any location within the contiguous United States. We do not ship to APO/FPO or to international addresses.
Back to Top Shipping to a P.O. box
We're sorry, but you must provide us with a valid residential address in order to accommodate your request. For more information regarding DHL shipping requirements, please visit their web site at www.dhl.com.
Back to Top Track packages
Find the DHL tracking number in the e-mail we sent you confirming that your order has been shipped. Use that number at www.dhl.com. to check the status of your order online. It may take 24 hours before tracking information appears on the DHL 's web site.
If your order appears late, remember:
- Credit card approval must be received prior to processing.
- Overnight orders placed after 12 noon EST are processed the following day.
- Overnight delivery only occurs on business days (Mondays through Fridays, excluding holidays).
Back to Top Order Status
You can look at past and pending orders. You must be a Registered Customer to use Order Status. Click here to check your Order Status.
Also, you will receive two e-mails after you have placed your order and provided us with a valid e-mail address: - The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours.
- The second confirms that your order has been shipped (any tracking information will be included); this e-mail should arrive within approximately 24 hours following authorization of your credit card and verification of your information.
Back to Top Shipping Charges
Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience. For complete shipping information before you check out, please review our Shipping Rate Chart.
Back to Top Miscellaneous About Velvet
Velvet is a contemporary t-shirt collection that offers a fresh approach for women that demand more than just novelty from fashion. Velvet's designers, Jenny Graham and Toni Spencer, fuse quality with trend-setting basics, and the results is a collection of soft and sensuous T's that flatter without sacrificing feminine fit and reality. Sold in hip upscale boutiques in over 4 continents, Velvet continues to enjoy tremendous growth due to its loyal following in both specialty and department stores worldwide.
Back to Top Contact information
We welcome any comments, suggestions and ideas that will make your shopping experience, either online or in our stores, enjoyable. Tell us how we can help by contacting us at Velvet Guest Service. We would love to hear from you!
Back to Top Product Warranties
Velvet wants you to be completely satisfied with your purchase. Unworn merchandise may be returned within 30 days of receiving the shipment for a full refund or an exchange. Please include your name and order number with the return. Your return may not be processed if we do not have all your information.
Customer is responsible for return shipping costs as well as products lost before they reach Velvet. We recommend that you insure your package and use a shipper, such as UPS or FedEx, where you can track your package.
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