Política de reembolso

Last updated: 3/29/2026

We want you to be happy with the things that you buy from Velvet Vial. If, for any reason, you are not happy with your purchase, simply follow the return policy as detailed in this return policy page.

Order Cancellations:

You can cancel your order within 24 hours of purchase by contacting Velvet Vial at support@velvetvial.store and including your order number in your message. After this time frame, we cannot offer order cancellations as your order may have been processed. Orders dispatched cannot be cancelled. In case your order has already shipped, you may go through with the accordance of this return and refund policy.

30-Day Easy Return Policy:

You have 30 days from the day you received your order to return to Velvet Vial.

To be eligible for a return, your order must meet the following criteria:

  • unused
  • In their original condition
  • Returned with original packaging

Restocking fee: $0

return Policy Overview:

  • Return window:  30 days from the day you receive your order
  • Condition: Items must be unused and in original condition with all packaging, tags and accessories
  • Easy Returns:  Our support team will guide you through the process
  • Restocking Fee:  None
  • Return Costs: None unless specified

Defective or incorrect products

There is no cost to the customer if the product is:

  • Defective when it arrives in any way
  • wrong product, color or size
  • If something is missing from your order
  • Is incorrect
  • Is damaged by the carrier

Customer Remorse (Change of Mind)

The costumer is responsible for the actual return shipping cost if they feel that the order is for the following reasons:

  • The wrong item was ordered
  • The item is no longer wanted
  • items don't fit

Original shipping costs are non-refundable

How to Return an Item:

  1. Contact us: Please Email support@velvetvial.store with your order number, reason for the return, and images of the item you wish to return
  2. Pack your item: Please pack your item securely in its original packaging
  3. Send it back: Please ship your item using the shipping method described in your return authorization email

Refund process:

  • Inspection: Velvet Vial will inspect all returned items to ensure they meet return criteria
  • Refund timing: Refunds are processed after approval.  All refund requests take up to 7-10 business days to be initiated to the original method of payment. Processing times may differ depending on your bank and payment company.

Exchanges:

Velvet Vial accepts exchanges. If you would like to exchange your item, please contact us directly at support@velvetvial.store, and one of our representatives will assist you in making your exchange.

Order Not Delivered

Should your order not have arrived within the expected timeframe of delivery, please do contact us at support@velvetvial.store with your order number. We will investigate with the carrier regarding your package. Should it be determined that your package was lost in transit, we will issue a full refund to the method of purchase, or send you the item at no cost to you.

Non-returnable items:

As with any business, there are some items that we cannot return due to health and safety reasons. Items that cannot be returned include:

  • Any skincare items that have been opened. This would include serums, creams, and masks.
  • Any beauty tools that have touched your skin and have been opened.
  • Any items that were damaged due to your reckless use of the item, or because the item had aged prior to return.

Changes to This Policy

Velvet Vial may update this policy from time to time. Any changes will be posted here on our website with a revised “Last Updated” date. Your use of the website after any changes are made to the policy will mean that you have accepted the changes made to such policy.

Questions?

Visit our FAQs page or contact customer service with any questions!

Should you have any issues regarding your requested refund, please note that:

  1. Refunds will be processed to the same method used to purchase the items.
  2. Should you prefer store credit instead of a refund, we can arrange that for you as well.

Contact information:

  • store name: Velvet vial
  • Address: 585 S Martin Luther King Jr Ave Unit 208 Waukegan, Illinois, 60085
  • Email: support@velvetvial.store
  • Phone: +1 847-596-1865

Costumer service hours:

Monday-Friday, 9:00 AM - 6:00 PM (CST)

Response time: We aim to reply to all messages within 24-48 business hours