Frequently Asked Questions (FAQ)

Do you offer free shipping?

Yes, we offer free shipping within the United Kingdom! 

Do you ship internationally?

No, we only ship our products to the United Kingdom.

What payment methods do you accept?

We accept the below secure payment options:

  • American Express
  • Apple Pay
  • Google Pay
  • Mastercard
  • PayPal
  • Shop Pay
  • UnionPay
  • Visa

How long will it take to receive my order?

Below you will find the average delivery time of all our packages:

  • Order cutoff time: 17:00 (GMT) Greenwich Mean Time (London), after this time we no longer process orders received on that day. For orders processed after cutoff time, one day gets added to the delivery time estimate.
  • Order handling time: 1 to 2 days, fulfilled Monday to Friday. After this time the shipment for the order is delivered to the carrier company and ready for transit.
  • Transit time: 7 to 8 days, Delivered Monday to Friday.

How can I track my order?

We will e-mail you a tracking code. You can track your order using our Track your Order page.

Do you offer cancellation?

Once an order has been placed, it is not possible to cancel. Please review your order carefully before completing your purchase.

What is the process for exchanging a product?

Unfortunately, we don't accept the exchange of your items. You can however always return your items within 30 days and place a new order.

What if I receive a damaged, defective or incorrect product?

If you receive a damaged, defective or incorrect product, please contact us at info@velvet-vault.co.uk as soon as possible. You must provide us with photographic evidence. We will then ensure that you receive a good product free of charge to replace the damaged, defective or incorrect product.

What is the return shipping cost?

Customers are responsible for the return label and for paying the shipping costs for returning any of your items (with the exception of damaged, defective or incorrectly received items).

When will I get paid after returning my product?

Once we receive your return and approved the return, you will get the refund within 14 days on your original payment method.

Contact information:

Store name: Velvet Vault
Address: Unit 1005, 10/F, Boss Comm Centre, 28 Ferry Street, Yau Ma Tei, Kowloon, Hong Kong

E-mail: info@velvet-vault.co.uk
Tel: +31645373667

Opening hours :
Monday - Friday: 08:00 - 18:00
Saturday and Sunday: 10:00 - 16:00
(GMT) Greenwich Mean Time (London)

We will try to answer your email within 24 hours.