Terms & Conditions
Customer Care
Welcome to our Customer Care section! We are committed to providing exceptional service and ensuring a smooth shopping experience for all of our customers. If you have any questions, concerns, or need assistance with your order, don't hesitate to reach out. Our dedicated customer service team is here to help with everything.
You can contact us at care@velvetandgems.com and we aim to respond within 24-48 hours. Your satisfaction is our priority, and we are happy to resolve any issues or concerns you may have.
Returns & Exchanges 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.
Shipping Information:
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!
Privacy & Safety:
Your privacy and security are incredibly important to us. This Privacy & Safety section outlines how we collect, store, and protect your personal information to ensure a secure shopping experience.
We use third-party, encrypted payment gateways to process transactions, ensuring your financial information remains private. Any data we collect, such as email addresses, phone numbers, and shipping details, is strictly for order processing and customer communication. Rest assured, we will never sell or share your personal information with any third parties for marketing purposes.
Once your order is packed and ready to ship, you'll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
For more details about our privacy policy, or if you have any concerns, please contact us at care@velvetandgems.com We’re committed to transparency and earning your trust by protecting your information with the utmost care.
Payment Methods
- Credit / Debit Cards
- Apple Pay