Refund policy

We want you to be happy with your order. If you are not, you have 30 days from the delivery date to ask for a return or an exchange.

Return window and condition

Items may be returned within 30 days of delivery provided they are unworn, unwashed, free of odours and stains, and still carry any tags. Items that have been worn, altered or laundered cannot be accepted.

How to start a return

Email support@velvetcrest.co with your order number and the item or items you want to return, and say whether you would prefer a refund or an exchange. We reply within one business day with return instructions and a return address. Please do not post anything back before contacting us — a return that arrives unannounced cannot be matched to an order.

Who pays return shipping

If the return is our fault — the wrong item, the wrong size against what was ordered, a printing fault, or damage — we cover return shipping and send you a prepaid label. For a change of mind, including ordering the wrong size, return shipping is the customer's cost.

Refunds

Once your return arrives and has been inspected, we issue the refund within 3 business days to the original payment method. Your bank or card issuer usually takes a further 5 to 10 business days to post it. Original shipping charges are refunded only where the return was our fault. We email you as soon as the refund has been issued.

Exchanges

The fastest route to a different size or colour is to return the original for a refund and place a new order, so your replacement is not waiting on the return to arrive. If you would rather exchange directly, say so when you contact us and we will arrange it.

Damaged, defective or incorrect items

Please check your order when it arrives. If an item is damaged, defective, or not what you ordered, email support@velvetcrest.co within 30 days of delivery with your order number and a photograph of the problem. We will send a replacement or refund you in full, whichever you prefer, at no cost to you — and in most cases without needing the item back.

What cannot be returned

Gift cards and items marked final sale cannot be returned. Because our garments are printed to order, an item customised with text or artwork you supplied can be returned only if it is faulty.

Cancelling an order

An order can be cancelled for a full refund at any point before printing starts — normally within 12 hours of ordering. Email support@velvetcrest.co as soon as you can. Once an item is in production it cannot be cancelled, but it can still be returned under the terms above.

Late or missing refunds

If more than 10 business days have passed since we confirmed your refund and it has not appeared, check with your bank or card issuer first — posting times are outside our control. If it is still missing after that, email support@velvetcrest.co and we will chase it with you.

Who to contact

 

Velvet Crest (ASTRALIS HORIZONS LLC), 20290 Park Lake View Dr Apt 10206, New Caney, TX 77357. Support hours are Monday to Friday, 9:00 AM to 5:00 PM Pacific Time. Delivery times and shipping costs are set out in our shipping policy.