Our Store Policies

Refund, Return & Cancellation Policy

 

We want you to love your purchase! However, we understand that issues can arise. Please read our policy below before placing an order. Our products are sourced from international suppliers, which may impact processing and shipping timelines.

 

🛑Order Cancellation

You may request cancellation before your order has been processed or shipped. Once processed with our supplier or dispatched, we are unable to cancel the order.

To request a cancellation, please email support@velvet-rogue.com with your order number as soon as possible. Cancellation requests after the order has shipped will not be accepted.

 

💸 Refund Policy

We offer refunds in the following cases:

  • Item arrived damaged or defective (photo proof required)
  • Wrong item received (photo proof required)
  • Item did not arrive after 60 days from order date

To request a refund, please contact us at support@velvet-rogue.com within 10 days of receiving your order (or within 60 days if not received). Please provide:

  • Your order number
  • Photos of the item and packaging (if applicable)
  • A description of the issue

If approved, your refund will be processed to your original payment method within 5–10 business days.

 

🔁Return Policy

Due to our international fulfillment model, we do not accept returns for reasons such as size, change of mind, or preference. Returns are only accepted in the following cases where the item is:

  • Defective or damaged
  • Incorrect (wrong product received)
  • Lost in transit (did not arrive after 60 days)

If you received a defective or incorrect item, please contact us at support@velvet-rogue.com within 2 days of receiving your order. Include:

  • Your order number
  • Photos of the item and packaging
  • Description of the issue

If approved, we will either:

  • Issue a full refund, or
  • Send a replacement item — at no cost to you.

Note: Please not return any item to the sender's address on the package. We will provide instructions if a return is required.

 

🔄Exchanges

We do not offer direct exchanges at this time.
If you ordered the wrong size or style, please place a new order after reviewing the size chart.

 

🚫 Non-Refundable Situations

Refunds or cancellations will not be processed for:

  • Orders already shipped
  • Size/fit issues (please refer to size chart before ordering)
  • Delayed delivery due to courier or customs beyond our control (unless it exceeds 60 days)