We hope you love your Velvet and Parade order but we understand that sometimes when you receive an item, it may not be quite right and you'd like to return it. Please read on for all you need to know about our returns policy.
Returning an item
If you wish to return an item please notify us within 14 days of receiving your order or your order being available for collection. You can notify us by emailing firstname.lastname@example.org. Once you have contacted us to notify us of your return, please post your return to:
Velvet and Parade
Combe Garden Centre
Returned items must be received by us within 30 days of the order being delivered to you or ready for collection. If 31 days or more have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
Please include a copy of the order confirmation in your returns parcel so we can identify it when it arrives with us. If you cannot print a copy of your order confirmation, please include a letter detailing your name, address, email address, daytime telephone number and what you are returning and if possible, your reason for returning.
Once your return is received and inspected by us, we will send you an email to notify you that we have received your returned item.
Items eligible for return
To be eligible for a return, your item must be unused and in the same condition that you received it.
For hygiene reasons we are unable to accept returns of earrings and hair accessories.
Once your return is received we will notify you of the approval or rejection of your refund. If the refund is approved, then your refund will be processed within 14 days of the return being received by us. A credit will automatically be applied to your credit card or original method of payment. If an entire order is returned at once, within the timeframes set out above, the standard delivery cost will also be refunded. When a refund for delivery is required, we will only refund our standard delivery costs, meaning we will not refund higher delivery options, for example, when a customer chooses a higher rate delivery option to receive goods more quickly when placing an order.
Late or missing refunds
If you are concerned that you haven’t received your refund after following the steps above, first check your bank account again.
Then contact your credit card company - it may take some time before your refund is officially posted.
Next contact your bank - there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Returning a faulty product
We anticipate that our products received are as described and in immaculate condition, as every order is meticulously checked, however, in the unlikely event that you receive a defective or damaged item, please notify us as soon as possible. You can notify us at firstname.lastname@example.org. We can replace items if they are defective or damaged if we have the stock available to replace like for like. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. In the event that a product that is defective or damaged is sold out or discontinued on our store, or if you choose, we will refund the value of the defective product and standard return shipping costs. If the defective item was the only item that was originally ordered, we will also refund the standard delivery cost of posting the order to you.
Please include a copy of the order confirmation in your returns parcel so we can identify it when it arrives with us. If you cannot print a copy of your order confirmation, please include a letter detailing your name, address, email address, daytime telephone number and what you are returning and why.
Return shipping costs
You will be responsible for paying shipping costs for returning any unwanted items. Return shipping costs for unwanted items are non-refundable.
Please do ensure you keep a copy of your proof of postage, as we are responsible for your parcel only when it has been received by us. Items lost in transit will not be treated as returned.
If you are returning an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Gift wrap costs
If you are returning items that have been gift-wrapped using our gift wrap service, we will not be able to refund the cost of using the gift wrap service.