At Velvet Jewel, we want you to be happy with your purchase. If you have an issue with your DIY Embroidery Kit, please contact us and we will do our best to assist you.
1. Return Eligibility
You may request a return within 30 days of receiving your order, provided that the item:
- Is unused and in its original condition
- Has not been stitched, opened, altered, or damaged
- Includes the original packaging and included materials
- Is returned with proof of purchase
For hygiene, safety, or product-specific reasons, certain items may not be eligible for return where permitted by applicable law.
2. Damaged or Incorrect Items
Please inspect your order when you receive it.
If your order arrives damaged, defective, incomplete, or you receive the wrong item, please contact us as soon as possible at:
support@velvetjewel.shop
Please include your order number, a description of the issue, and clear photographs when appropriate. We will review the issue and provide an appropriate solution, which may include a replacement, refund, or other remedy.
3. How to Request a Return
To request a return:
- Contact us at support@velvetjewel.shop.
- Provide your order number and reason for the return.
- Wait for our return instructions.
- Send the eligible item according to the instructions provided.
Please do not send an item back without contacting us first, as unauthorized returns may not be processed.
4. Return Shipping
Unless the item is defective, damaged, incorrect, or otherwise covered by applicable consumer protection law, customers are generally responsible for return shipping costs.
If the return is due to an error on our part or a defective product, we will work with you to determine an appropriate solution.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
Approved refunds will generally be issued to the original payment method. The time required for the refund to appear may depend on your payment provider or financial institution.
Original shipping charges may not be refundable unless required by applicable law or the return is due to an error or defective product.
6. Non-Returnable Situations
Returns may not be accepted for items that:
- Have been used or stitched
- Are damaged due to customer handling
- Are missing components or packaging
- Are returned after the applicable return period
- Have been modified or altered
This does not limit any mandatory consumer rights provided by applicable law.
7. Exchanges
If you need a different item, please contact us. Depending on product availability, we may offer an exchange or recommend placing a new order and returning the original eligible item.
8. Cancellations
If you need to cancel an order, contact us as soon as possible at support@velvetjewel.shop.
We will try to accommodate cancellation requests before an order has been processed or shipped. Once an order has shipped, our normal return procedure may apply.
9. Contact Us
For questions regarding returns, refunds, or exchanges, please contact:
Email: support@velvetjewel.shop
Velvet Jewel