Returns and Refunds
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it — unused and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at team@velvetshieldz.com with your order number. We will send you instructions on how and where to send your package. Return shipping costs are borne by you, and we recommend using a tracked shipping service. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at team@velvetshieldz.com.
Damages and Issues
Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right at no cost to you.
Exceptions / Non-Returnable Items
Personalized and custom products (engraved or custom-configured cases and wallets) cannot be returned or exchanged. These items are made to your specifications, and under Article 16(c) of the EU Consumer Rights Directive the right of withdrawal does not apply to them. This does not affect your rights if a personalized item arrives defective or not as ordered — in that case, contact us and we will make it right.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a new order for the item you want.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 14 days of us receiving the returned goods or proof of return shipment. Please remember it can take additional time for your bank or card provider to post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at team@velvetshieldz.com.