Shipping & Returns
Shipping Policy
We are currently operating within the United Kingdom but are excited to announce that we will soon be expanding to other countries! If you'd like to see our products available in your region, we’d love to hear from you. Simply fill out the form in the "Forms" section and let us know where you're located. Your feedback helps us plan our next steps, and we can’t wait to bring our collections to more customers worldwide!
Return & Exchange Policy
Customers must initiate any return or refund request within 10 days of delivery. Requests raised after this period will not be eligible for a refund.
To initiate a request, please log in to your account and contact us via website chat, or email us at care@velvetandgems.com with your order number and registered email address. Once your request is submitted, we will arrange a doorstep pickup.
All products come with a 30-day warranty. If your item is damaged or defective within this period, you may request a replacement (subject to availability). We will provide the same product or a suitable alternative of equal value.
For requests made after 10 days but within 30 days of delivery, only exchanges will be supported in cases of damage or defects under our warranty policy. Refunds will not be applicable in such cases.
If you have any concerns, feel free to reach out — we’re always happy to help.