Refund policy
Return and Refund Policy
Velvet Alchemy offers a 7-day return/refund policy on eligible items.
Return Window
Customers must contact Velvet Alchemy within 7 days of delivery to request a return or refund.
Eligible Returns
To be eligible for a return, the item must be:
- Unused
- Undamaged
- In its original condition
- Returned with original packaging when possible
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or the wrong item was sent.
Refunds
Refunds are issued after the returned item has been received and inspected. Approved refunds will be issued to the original payment method. Original shipping costs are non-refundable unless the return is due to an error by Velvet Alchemy.
Custom and Personalized Orders
Custom, personalized, memorial, and made-to-order items are final sale unless they arrive damaged or incorrect. Because these pieces are made specifically for the customer, they cannot be returned due to color preference, design changes, or buyer’s remorse after approval or completion.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact Velvet Alchemy within 48 hours of delivery. Include your order number and clear photos of the item, packaging, and damage. Velvet Alchemy will review the issue and work toward a replacement, repair, or refund when appropriate.
Cancellations
Ready-made orders may be canceled only if the order has not yet been shipped.
Custom orders may be canceled only before work has begun. Once materials have been mixed, poured, personalized, or ordered specifically for the custom piece, the order cannot be canceled.
Exchanges
At this time, we do not offer exchanges.
Handmade Item Notice
Velvet Alchemy products are handmade, which means each piece may have small variations. Minor bubbles, slight color differences, glitter placement, flower placement, and other small differences are normal and make each item one of a kind.
Colors may also appear slightly different depending on screen brightness, lighting, and device settings.
Privacy Policy
Velvet Alchemy respects your privacy. Customer information is used only to process orders, provide shipping updates, communicate about purchases, and complete customer service needs.
Customer information is not sold or shared for unrelated marketing purposes.
Payment information is processed securely through the website’s payment provider and is not stored directly by Velvet Alchemy.
Terms of Service
By purchasing from Velvet Alchemy, customers agree to the listed store policies, product descriptions, processing times, shipping terms, return policy, and handmade product disclaimer.
Customers are responsible for reading item descriptions, reviewing customization details, and entering accurate shipping information before placing an order.
Velvet Alchemy reserves the right to refuse or cancel orders that appear fraudulent, abusive, incomplete, or in violation of store policies.