Q&A

FAQ — VELVET IVY

ORDERS

Where can I find my tracking number?

Your tracking number will be available as soon as your package arrives in the destination country. Once it is scanned by the local carrier, we will update you automatically with the tracking information.

There’s something wrong with my order.

If you received the wrong item, a damaged product, or believe there is an issue with your order, please contact us immediately at:
📧 contact@velvetivy.com
We’ll assist you as quickly as possible.

How long does it take for a return or exchange to be completed?

We typically process returns and exchanges within 48 hours after receiving your returned package.

INTERNATIONAL CUSTOMERS

Why isn’t this product available for shipping to my country?

Some products may have shipping restrictions or limited availability based on supplier or logistics constraints.

Do you ship internationally?

Yes! We currently ship to over 50 countries worldwide.

How long will my order take to arrive?

Delivery times vary depending on your location and the shipping method selected at checkout. Estimated delivery times are shown during checkout.

Will I need to pay duties or taxes?

Depending on your country’s customs regulations, additional duties or taxes may be required upon delivery. These fees are the responsibility of the customer.

RETURNS & EXCHANGES

How do I return or exchange an item?

We want you to love your purchase. If you are not satisfied, you may request a return or exchange within 30 days of receiving your order.

To be eligible:

  • Items must be returned within 30 days

  • Items must be unworn, unwashed, and in original condition

  • All original tags must be attached

  • Sale or discounted items are not eligible for return

To begin your return or exchange, contact us at:
📧 contact@velvetivy.com

Returns & Exchanges Information

  • Exchanges and returns for store credit are processed free of charge.

  • Returns for refund to your original payment method (credit card, PayPal, etc.) require a $5.99 processing and handling fee, deducted from the refunded amount.

  • Original shipping fees are non-refundable.

Return steps:

  1. Contact us at contact@velvetivy.com to request your return.

  2. Include a copy of your packing slip or order confirmation inside the package.

  3. Note your desired exchange item/size if applicable (subject to availability).

  4. Ship the item to the return address provided in our email.

  5. Once your return is received, your exchange will be shipped or your refund will be processed.

Refunds

  • Refunds are processed within 3–7 business days after we receive your returned item.

  • Shipping fees, import duties, and customs taxes are non-refundable.

  • A $5.99 processing fee will be deducted from all refunds to the original payment method.