We hope you love everything you purchase from Velvet Lush. If something is not quite right, please review the policy below or contact us at velvetlushonline@gmail.com.
Clothing and Accessories
Eligible full-price clothing and accessories may be returned for store credit within 10 calendar days of delivery for online orders or within 10 calendar days of purchase for in-store orders.
To qualify for a return:
Approved returns will be issued as a Velvet Lush store credit. We do not issue refunds to the original payment method.
Because our inventory is limited, we cannot guarantee direct exchanges. We recommend returning the original item for store credit and placing a new order for the preferred size or style.
Sale and Final-Sale Items
The following purchases are final sale and cannot be returned or exchanged:
Using a promotional code on a regularly priced item does not automatically make the item final sale unless clearly stated during the promotion.
Please review all product details and sizing information carefully before purchasing a final-sale item.
Jewelry
Eligible, non-custom jewelry may be returned for store credit within 10 calendar days of delivery or purchase.
Jewelry must be:
For hygiene reasons, earrings are final sale.
Permanent, Personalized and Custom Jewelry
All permanent jewelry, welded jewelry, personalized pieces, initial jewelry, custom-sized jewelry and special orders are final sale.
Because these pieces are created or fitted specifically for the customer, they cannot be returned, exchanged or refunded.
If permanent jewelry needs to be removed for a medical procedure or another reason, please contact us. Rewelding and replacement-chain fees may apply.
Damaged or Incorrect Items
Please inspect your order as soon as it arrives. If an item is damaged, defective or incorrect, email velvetlushonline@gmail.com within 48 hours of delivery.
Include:
Do not wear, wash, alter or attempt to repair the item before contacting us. We will review the claim and provide the appropriate next steps.
Normal wear and tear, accidental damage and damage caused by improper care are not considered manufacturing defects.
Jewelry Repairs
If an eligible jewelry item has a manufacturing defect within 30 days of purchase, please contact us with your order number and photographs of the issue.
Repairs requested after 30 days, or repairs involving accidental damage, missing components, broken chains or normal wear, may require a service, material and shipping fee. Any applicable charges will be explained before the repair begins.
Repair availability and processing time depend on the item and the type of service required.
Starting a Return
Before mailing or bringing back an item, email velvetlushonline@gmail.com with:
Returns sent without prior authorization may not be accepted.
Once your return is approved, you will receive return instructions. Approved merchandise must be mailed or brought to the boutique within the timeframe provided in your authorization.
Return Shipping
Customers are responsible for return-shipping costs unless the item arrived damaged, defective or incorrect.
Original shipping charges are nonrefundable. We strongly recommend using a trackable shipping method, as Velvet Lush is not responsible for return packages that are lost, stolen or damaged in transit.
Store Credit
Once an approved return has been received and inspected, store credit will be issued to the email address associated with the order.
Please allow up to five business days after delivery of your return for it to be inspected and processed.
Velvet Lush reserves the right to refuse merchandise that does not meet the conditions outlined in this policy.
Questions
For return, exchange or repair questions, contact:
Velvet Lush Boutique
Montclair, New Jersey
velvetlushonline@gmail.com
