Refund policy

All Velvetella customers are served by TanThanh LLC Customer Service. By placing an order, you agree to this policy.

14-day returns

In most cases, items can be returned within 14 days of delivery for a refund or an exchange for another size or color. You will receive an email with your shipping date and order details as soon as your order ships.

  • Items must be unworn, unwashed and in original condition with all tags attached.
  • For hygiene reasons, bodysuits, jumpsuits and other one-piece styles, swimwear, lingerie and underwear can only be returned if they arrive faulty. Gift cards and final-sale items cannot be returned.
  • There is no restocking fee. You are only ever charged once for shipping, and return shipping for change-of-mind returns is paid by the customer.

7-day product guarantee

Did your item arrive damaged, different from what you ordered, or faulty? You are covered:

  1. Within 7 days of receiving your order, email support@velvetella.com with a photo or video showing the issue, and tell us whether you would like a refund or a replacement.
  2. We review your claim and contact you if we need more information.
  3. If approved, we refund or resend the item. For items with quality problems you usually do not need to send them back; if we do need the item, we will tell you.

How to send a return

Please contact us before sending anything back. Email support@velvetella.com with your order number and the item, and we will reply with the return address and instructions. Please do not send returns to the sender's address on your package, and don't include items from other stores in your return. We need a receipt or proof of purchase to complete any return.

Refunds

Once your return is received and inspected, we will email you to confirm we received it and let you know whether your refund is approved. Approved refunds are credited to your original payment method, usually within 5–10 business days.

Lost packages

If your package appears to be lost in transit, we are happy to send a replacement. If you prefer a refund, we wait 15 days in case the package is still delivered. Please include the official status from your local post office or carrier.

Cancelling an order

You can cancel your order within 6 hours of purchase on the same day. Cancellations within the first hour receive a full refund (excluding any tip). Cancellations after 1 hour but within 6 hours receive a 70% refund, as a 30% management, processing and transaction fee applies. Orders that have moved to an advanced preparation stage cannot be cancelled or changed.

Questions? Email support@velvetella.com or call +1 (209) 821-3629.