Shipping
How long does it take to send my order?
We dispatch all order within 48 hours from our UK warehouse (working days Mon-Fri). During busy periods, we will dispatch your order within 72 hours.
Please ensure you provide the correct shipping address. If you provide an incomplete or incorrect address this will cause delays with your order.
How long does it take to deliver an order?
Depending on the postage option you select at check out, all orders are deliverer within 2-4 working days (excluding bank holidays). For Northern Ireland and Highlands and Islands this could be 1 day longer.
There are sometimes delays with orders with couriers that are out of our control, so please contact us with any issues.
Where is my order?
If you haven’t received your order within 7 working days of placing your order (bank holidays excluded) please email us with your order number and an agent will fet to you as soon as possible.
Free Shipping
We offer free shipping on any purchases over £60. This offer is only available to customers in the United Kingdom.
| Shipping Options | Delivery Time | Price |
|---|---|---|
| Royal Mail Tracked 24 | Delivery in 1 – 2 working days | £3.99 |
| Royal Mail Tracked 48 | Delivery in 2 – 4 working days | £2.00 |
| Free Shipping | On all orders over £60. Royal Mail Tracked 24 will be used | £0.00 |
Tracked 24 does not mean that it will arrive within 24 hours, this is just the name that Royal Mail calls their service. It is estimated to take a couple of working days from dispatch.
Tracked 48 does not mean that it will arrive within 48 hours, this is just the name that Royal Mail calls their service.
Returns, Exchanges and Refunds
How do I return an item?
If you aren’t very satisfied with your purchase, we accept returns within 30 days for an exchange or refund. Please send an email to returns@velvetscents.co.uk to start the return process.
We understand if you have done a test of one or two sprays before returning, however we will not accept bottles that have been used more than this or outside our 30 day policy and they will be returned to you.
Please note that products bought as part of a bundle set must be returned as a set for a refund otherwise we can only offer an exchange. Please state in your return email request if you have purchased the item you intend to return as part of a bundle.
For exchanges, we can only offer this once per order.
Any free items received in a promotion cannot be returned for a refund or exchange. If a free item was included within your original order and you choose to return part or all of the order, taking it below the threshold to be eligible for the free item, you will need to return the free item with the other items being returned. If the free item is not returned, the full retail value of the item will be deducted from your refund. The free item must be returned unused.
We do not cover the cost for return shipping. We always recommend using a tracked service when sending goods back to us.
Where is my exchange/refund?
Refunds are processed within 7 working days of our receipt of your return. We are not responsible for returns lost by your courier during return transit.
Exchanged items will be sent out with 2-3 working days after receipt of your return. Shipping times will follow the same timelines as a new order
Sale items
When getting products discounted in sales such as buy 2 get 1 free or buy one get one fifty percent off, all goods must be returned to get a full refund. If you choose to return one and keep one for example, the refund price will be prorated back to the original sales price.