Refunds & Returns Policy
Due to the handmade, customised and made to order nature of our items, we can only accept returns and process refunds or exchanges for items that have some kind of fault or were not as described.
Our returns policy lasts 14 days. If 14 days have passed since your purchase was delivered, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and not have come into contact with any of the following - smoke, mould, scented products (of any kind) and allergens like nuts and pets. This is both because Tamsyn, the owner of VelvetVolcano has severe Mast Cell Disease and contact with an allergen could trigger an allergic reaction for her and, if appropriate, also for resale purposes.
We cannot accept returns for Sale items, Mystery Packs or Custom Orders (this includes custom colour combinations that you have picked for a product and custom fit, as these are unique to you)
To initiate a return, refund or exchange, please contact us on firstname.lastname@example.org
We cannot accept returns for the following items:
- Gift Cards
- Custom Orders (this includes custom colour combinations that you have picked for a product, as these are unique to you)
- Downloadable content (such as PDFs)
- Mystery Packs
- Sale Items
- Worn / used items
- Items that smell of smoke or perfumed products etc
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Clifton Villa, Clifton Road Redruth GB TR15 3UA.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: VelvetVolcano, Clifton Villa, Clifton Road Redruth GB TR15 3UA
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £30, you should use a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and tracked shipping is the best way to ensure we receive the return.