Refund policy

If for any reason you are not completely satisfied with your Velvet Vault purchase you may return the purchased products within thirty (30) days of the delivery. Please note that any promotional products, such as free samples and gift with purchases, must also be returned. We will credit your account for the amount of the purchase within 15 days after receiving. Retuned products must be unopened and unused.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@myvelvetvault.com. Please note that returns will need to be sent to the following address: 28 Bathurst Street, Toronto ON, M5V 0C6 or 2078 West Broadway, Vancouver BC, V6J 1Z4.

If your return is accepted, the $12 return fee will be applied to all returns. We’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@myvelvetvault.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

• Certain item/s arrived damaged. Customers shall reach us via hello@myvelvetvault.com within 48 hours of the parcels being delivered. Customers shall provide at least 3 photos and relevant information.

Please ensure that the provided images and information include the following details:
1. Clear, close-up shots of the damaged areas from multiple angles.
2. Contextual images showing the damaged items in their surroundings or any packaging they arrived in.
3. Product Name and Barcode.
4. The original packaging of the parcel, including the shipping label.
Submit Information: Along with the pictures, please provide relevant information such as your order number, the name of the damaged item(s), and a brief description of the damage.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@myvelvetvault.com.