Terms & Conditions
Customer Care
Welcome to our Customer Care section! We are committed to providing exceptional service and ensuring a smooth shopping experience for all of our customers. If you have any questions, concerns, or need assistance with your order, don't hesitate to reach out. Our dedicated customer service team is here to help with everything.
You can contact us at velvetandgems@gmail.com or +447901684114, and we aim to respond within 24-48 hours. Your satisfaction is our priority, and we are happy to resolve any issues or concerns you may have.
Returns & Exchanges Policy:
We have a 10-days return/exchange policy. To initiate the process, log in to your account (or create a new one using the same email ID used for the order), and you’ll find the Return/Exchange option available. We will arrange for the pickup from your doorstep once the request is made.
In case of Exchange, once we receive the returned product, we’ll ship the replacement within 5-7 working days. We also provide a 30-days warranty on our products. If your item becomes damaged within this period, you can raise an exchange request, and we will assist you in replacing the damaged product with either the same product or any other item of your choice within same price range If there are any issues with your purchase, please reach out to us, and we’ll be happy to assist with returns or exchanges.
Shipping Information:
We are currently operating within the United Kingdom but are excited to announce that we will soon be expanding to other countries! If you'd like to see our products available in your region, we’d love to hear from you. Simply fill out the form in the "Forms" section and let us know where you're located. Your feedback helps us plan our next steps, and we can’t wait to bring our collections to more customers worldwide!
Privacy & Safety:
Your privacy and security are incredibly important to us. This Privacy & Safety section outlines how we collect, store, and protect your personal information to ensure a secure shopping experience.
We use third-party, encrypted payment gateways to process transactions, ensuring your financial information remains private. Any data we collect, such as email addresses, phone numbers, and shipping details, is strictly for order processing and customer communication. Rest assured, we will never sell or share your personal information with any third parties for marketing purposes.
Once your order is packed and ready to ship, you'll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
For more details about our privacy policy, or if you have any concerns, please contact us at velvetandgems@gmail.com. We’re committed to transparency and earning your trust by protecting your information with the utmost care.
Payment Methods
- Credit / Debit Cards