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SHIPPING & FREE RETURNS

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SHIPPING

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In order to keep all our jewelry pricing as transparent as possible, we separate out the costs of secure shipping from our product price. We offer two secure shipping options via Royal Mail Recorded or Special Delivery. 
  
We ship all over the United Kingdom and Europe. 
Unfortunately, we do not ship to P.O. Boxes; BFPO addresses, mail-forwarding addresses and tempoaray residence addresses. 
  
The shipping methods offered during checkout may differ based on your specific shipping address and the items selected. 

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Please note, we require a signature upon delivery.

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FREE RETURNS

 

Our hope is that you are completely satisfied with your Velvet Box Jewelry purchase. However, if you would like to a return an item we are happy to offer free returns for unworn items within 30 days of receipt. 

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Please note:

  • Your item must be placed back into its original packaging and have the return tags intact prior to shipping back to us.

  • Your original shipping costs are non-refundable, but the return shipping is free.

  • We endeavor to process your return within 5 days of receiving your item back. 

  • We do not currently offer exchanges, so if a new item is required please return your item as set out in the process below, and then place a new order for the replacement piece.

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TO RETURN YOUR ITEM:

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To begin the returns process, please visit our online returns center. You will then be guided through the returns process, entering your order number and email address and then selecting the items you wish to return.

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Once you have registered your return, we will send you a DPD return label you can use to return the items using their original shipping box and packaging (this is to ensure the pieces stay protected on their way back to us). Please include a copy of your original dispatch note inside the box (your order will arrive with two copies, so in the event of a return you can keep one for your records). Please ensure your personal details (name, cell and email) are filled out on the dispatch note.

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Please ensure you receive a proof of postage from the Post Office when you ship back your item as we are unable to issue refunds for items we do not receive back.

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OUR RETURNS POLICY

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We offer free returns for unused items within 30 days of item delivery. Items must have their returns tags intact, be in their original condition and returned inside their packaging.  We reserve the right to reject any returns that do not meet these conditions; in the case that such items are returned, we will return these items to you. Defective or faulty items should be returned inside their original packaging where possible.

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All items returned will be refunded to your original payment method.  We are presently unable to offer exchanges.  If you wish to purchase another replacement item, you may do this directly on our website.

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We will only accept returns that are returned using the DPD return label that we send to you at the time you request a return.  Please ensure that you obtain a proof of postage when shipping your return as we cannot issue a refund for items that are lost in transit or not received.  We also will not accept liability for any items that might be lost in transit or don’t arrive should you choose an alternative shipment method.

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EXCHANGES

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  • We are unable to offer exchanges unless the item you need is a different size (rings only). Please contact our Customer Service team for more details.

  • If you would like to exchange an item you will need to return the original order for a refund, and place a new order. 

  • Any returned orders must be sent back within 30 days of receipt (UK and International deliveries).

  • We cannot accept responsibility for any items lost or stolen in transit if they are not sent back via Royal Mail Recorded or Special Delivery. Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will only be refunded at our discretion.

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RECEIVING YOUR REFUND

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Refunds will be made within ten working days of receipt of the returned goods. Your bank may take up to five working days to credit your account. Refunds will be credited to the original purchaser’s credit card. Please note shipping costs are not refunded unless items are faulty.

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TRACKING YOUR PARCEL

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Your tracking number will be emailed to you when your order is dispatched so that you can check on the status of your parcel.
If you have not received this email, please contact us at info@velvetbox.com to request an update, giving your order number.

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