Refund policy


Last updated: 3/29/2026

We want you to be happy with the things you buy from Velvet Vial. If, for any reason, you're not satisfied, we offer a simple and hassle-free return process.

Order Cancellations

You may cancel your order within 24 hours of placing it by contacting us at support@velvetvial.store. Please include your order number in said message.

If you decide AFTER this period, we cannot guarantee cancellations as your order may already be in processing. Once your order has been dispatched, cancellation is no longer possible.

In case your order has already shipped, you may go through with the accordance of this return and refund policy.

30-Day Easy Return

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

To be eligible for a return, items must be:

  • unused
  • In their original condition
  • Returned with original packaging, tags, and accessories

Our support team will assist you throughout the process

Restocking fee: $0 - we do not charge any restocking fees

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

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:

  • 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: Email support@velvetvial.store with your order number, reason for the return, and images if applicable
  2. Pack your item: Repack the item securely in its original packaging, including all accessories, tags and documents.
  3. Send it back: Ship your return using the instructions provided in your return authorization email. You may use the carrier or shipping method recommended in that email.

Refund process

  • Inspection: Once we receive your return, we will inspect the item to ensure it meets our return criteria.
  • Refund timing: After approval, your refund will be processed. Please allow up to 7-10 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.

Exchanges

We accept exchanges. If you would like to exchange your item for a different size, color, or product, please contact us at support@velvetvial.store, and we will assist you with a quick exchange.

Order Not Delivered

If your order hasn't arrived within the expected delivery window, please contact us at support@velvetvial.store with your order number. We will investigate the situation with the carrier. If the package is confirmed to be lost, we will issue a full refund to your original payment method or send a replacement at no additional costs to you.

Non-returnable items

There are some things we cannot return for health and safety reasons

The following cannot be returned:

  • Skincare products that have been opened, like serums, masks or creams.
  • Beauty tools that have touched your skin and have been opened
  • items that are damaged because you used them recklessly or because they got old

Changes to This Policy

We reserve the right to update this Return & Refund Policy at any time. Any changes will be reflected on this page with a revised Last Updated Date. We encourage you to review this policy periodically. Continued use of our website following any change constitutes your acceptance of the updated policy.

Questions?

Visit our FAQs page or contact our customer service team for assistance

In a situation where you don't see your refund:

  1. Check with your bank to see if the refund is there.
  2. Contact us at support@velvetvial.store. We'll look into it.

We can only send refunds to your original payment method and if you so prefer, we can give you store credit.

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 within 24-48 business hours