RETURN & REFUND POLICY

When you place an order with Shop Velvia, you're agreeing to the terms outlined below regarding returns and refunds.

These terms are applicable to orders placed by customers in the United States.

Return Window

You have 30 days from your delivery date to start a return request. Requests submitted after this window has closed cannot be processed — no exceptions.

Return Conditions

For us to accept a return, your item needs to be:

  • In its original or near-original condition
  • Free from heavy wear, damage, or missing pieces (unless the problem originated on our end)

We reserve the right to reject items showing excessive use, visible damage, or incomplete components.

Acceptable Reasons for Return

We'll process your return if it falls under one of these categories:

  • The product arrived damaged
  • You received the wrong item
  • The size or fit isn't right

How to Submit a Return

  1. Reach out first — email us at hello@shopvelvia.com with your name, order number, and the reason you're returning the item.
  2. Complete the paperwork — we'll send a return form for you to fill out and include inside your package.
  3. Ship it back to:

    18 Noel Street
    Nottingham
    England
    NG7 6AW

  4. Use tracked shipping — this is required, not optional.
  5. Send us the tracking number once your package is on its way.

Pack items securely, ideally using the original packaging. Note: packages arriving without a completed form or without traceable shipping information will be turned away.

Return Options

Returns must be sent by mail only. We don't accept drop-offs at physical locations, kiosks, or in-person handoffs of any kind.

Return Shipping Costs

  • We made an error (damaged/wrong item): Shop Velvia covers the shipping cost
  • You changed your mind or need an exchange: Return shipping is your responsibility
  • We do not charge a restocking fee.

Damaged or Incorrect Orders

Inspect your order right when it arrives. If something's broken, defective, or not what you ordered, let us know as soon as possible so we can fix it quickly.

Requesting an Exchange

Exchanges are offered when:

  • The product is damaged or defective
  • The wrong item was shipped to you
  • You need a different size

How to start one: email us at hello@shopvelvia.com. For the fastest turnaround, we recommend simply returning your original item and placing a fresh order once your return is confirmed.

Refund Process

Once we've received and checked your returned item, we'll email you to let you know if the refund is approved.

If approved, here's what happens:

  • Funds go back to your original payment method
  • Processing takes up to 10 business days on our end
  • Your bank or card issuer may add additional time before it reflects in your account

Get in Touch With Us

Email: hello@shopvelvia.com

Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM MST

Typical response time is within 24 hours.

Our Address

Shop Velvia
ECOM ARENA LTD
18 Noel Street
Nottingham
England
NG7 6AW

Company registration number: 16013919