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Call / Whatsapp us on: 0720 278 655

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FAQs

+ - Can I receive same day delivery?

Absolutely! Simply place your order before 2pm to receive it the same day. Orders received after 2pm will take an extra day to process

+ - Can I amend my order after I have placed it?

We pack and process your order as soon as we have received it, which means we can’t make any changes one you have placed it. However, if your order hasn’t been sent for delivery, we may be able to amend it. Contact us at info@wearvelvet.com as soon as possible to make any changes and we will let you know if we can make your requested change.

+ - What do I do if I receive a faulty item?

Velvet does a thorough inspection of all items before we send them to you. However, if you believe you have received a faulty item, please get in touch with us at info@wearvelvet.com. Send us the faulty item as soon as possible and we will arrange for an exchange or refund if the item meets the requirements below.

Return requirements:
• Orders can be returned back to us for refund or exchange within 14 days of receiving it.
• Your item(s) will need to be in their original condition, with tags attached, unworn and unwashed.
• You will need to cover the cost of return postage. However, in the instance you have received a faulty item, Velvet will cover the cost of your return.

+ - I have an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items as quickly as possible. Please send us the item as quickly as possible and we will either provide you with an exchange or refund as soon as it has been returned to us. Velvet will also cover the cost of the return in this instance

+ - How much does delivery cost and how do I pay for it?

In Kenya, delviery is Ksh 250 to any location in Nairobi and varries between Ksh 300 – 400 for towns outside Nairobi. We also delivery worldwide at Ksh 700. Delivery is paid for when you make your online purchase.

+ - How can I track my order?

Velvet will let you know via email as soon as your item has been sent for delivery

+ - Can I return items?

Velvet is here to satisfy. We hope you love your order, but if you are not completely happy with your purchase, we accept returns for exchange or refund.

If you would like to return your purchase or order a different size, return your merchandise within 14 days and we will issue a refund or exchange if the items are deemed eligible according to the return requirements laid out below.

Velvet does a thorough inspection of all items before we send them to you. However, if you believe you have received a faulty item, please get in touch with us at info@wearvelvet.com. Send us the faulty item as soon as possible and we will arrange for an exchange or a refund if the item meets the requirements below.

Return requirements:
• Orders can be returned back to us for refund or exchange within 14 days of receiving it.
• Your item(s) will need to be in their original condition, with tags attached, unworn and unwashed.
• You will need to cover the cost of return postage. However, in the instance you have received a faulty item, Velvet will cover the cost of your return.

+ - How do I send a return?
  1. Place your item and the invoice you received into a bag and address it to 73 Enterprise Road, Industrial Area, Nairobi, Kenya
  2. If you don’t have your invoice, don’t worry! Simply email us on info@wearvelvet.com with your name and order number received in the order confirmation email. We need it to identify your purchase so that we can process your exchange or refund as quickly as possible.
  3. Send your return to us, and we will let you know when we have received it!
+ - How do I know what size to purchase?

We want to make sure that all the items you like fit you perfectly, so we have included size guides on each of our product pages. Additionally, we have included the size that the model is wearing so that you can get an indication of which size is right for you. You can also find the size guide here.

+ - How can I get more information about your products?

We have tried to provide as much information about our products including:

  • A description
  • Lots of pictures
  • Sizing information

 If you are still unsure, feel free to contact us at info@wearvelvet.com

Help & Information

Delivery

  • Place an order by 1400 hrs for same day delivery.
  • We deliver worldwide
Once your order is ready to be delivered we will send you an email with more information. If you have any questions during the delivery process please contact us on info@wearvelvet.com

Returns

Velvet is here to satisfy. We hope you love your order, but if you are not completely happy with your purchase, we accept returns for exchange or refund.

If you would like to return your purchase or order a different size, return your merchandise within 14 days and we will issue a refund or exchange if the items are deemed eligible according to the return requirements laid out below.

Velvet does a thorough inspection of all items before we send them to you. However, if you believe you have received a faulty item, please get in touch with us at info@wearvelvet.com. Send us the faulty item as soon as possible and we will arrange for an exchange or a refund if the item meets the requirements below.

Return requirements:
  • Orders can be returned back to us for refund or exchange within 14 days of receiving it.
  • Your item(s) will need to be in their original condition, with tags attached, unworn and unwashed.
  • You will need to cover the cost of return postage. However, in the instance you have received a faulty item, Velvet will cover the cost of your return.
How do I send a return?
  1. Place your item and the invoice you received into a bag and address it to 73 Enterprise Road, Industrial Area, Nairobi, Kenya
  2.  
  3. If you don’t have your invoice, don’t worry! Simply email us at info@wearvelvet.com with your name and order number received in the order confirmation email. We need it to identify your purchase so that we can process your exchange or refund as quickly as possible.
  4.  
  5. Send your return to us, and we will let you know when we have received it!
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