We want you to feel completely delighted with your purchase. If for any reason you're not, we’re here to help.
1. Ready-to-Ship Items
Eligible items may be returned for a refund, exchange, or store credit within 14 days of delivery.
To begin your return, please contact our Customer Care team at velvetvowuk@outlook.com.
We offer free exchanges on all eligible items — we’ll cover the shipping cost for sending out your replacement.
For returns, customers are responsible for return postage. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.
Please note that any original shipping fees (if applicable) are non-refundable.
Please note, we are unable to offer returns or exchanges on:
Sale or discounted items
Limited edition pieces
Custom order garments
Return Requirements
Returned items must meet the following conditions:
Be in their original, unworn condition
Free from makeup, stains, perfume, or other marks
Unwashed and unaltered
All original tags and packaging must be included
We strongly advise trying your items on as soon as they arrive, avoiding any contact with makeup, lotions, perfumes, or deodorants. Please try garments on clean, carpeted, or tiled flooring.
Faulty Items
In the rare event that you believe your item is faulty, please contact us straight away. If a manufacturing issue is confirmed upon inspection, we will reimburse return postage.
Returns due to change of mind, however, will be at the customer’s own cost, including any exchange shipping fees.
Please note: Replacement items will only be issued once the original product has been received and assessed.
2. Made-to-Order Garments
Our made-to-order robes are individually created in alignment with our standard size guide and typically require a production time of 2–3 weeks.
As each piece is handcrafted specifically for you, these items are non-refundable and non-exchangeable, unless a genuine manufacturing fault is found (please refer to the Faulty Items section for more information).
Fit Concerns
If you’re experiencing issues with fit, please notify us within 48 hours of receiving your item. We may request:
Updated body measurements
Clear images highlighting the concern
Return of the garment for a thorough review
If a manufacturing fault is confirmed, we will cover the return postage and offer a suitable resolution. If no fault is found, the item will be returned to you.
No exchanges or replacements will be dispatched until the original item has been received and inspected.
Final Notes
We take immense pride in the craftsmanship and care behind every robe we create. All garments are carefully quality checked prior to dispatch.
If you have any questions regarding your order or our return policy, please reach out to us at velvetvowuk@outlook.com . We’re always here to assist and ensure your experience is seamless from start to finish.