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Frequently Asked Questions

The Her Velvet Vase Fashion Concept

Her Velvet Vase is co-owned by two sisters Clare and Mag. We’re backed by an amazing team consisting of different departments - customer service, marketing, customer loyalty, logistics, creative, merchandising and operations and we’re always striving to be the source of fashion. 

Our designs reflect our modern, classic take on tailored femininity and relaxed street fashion. At Her Velvet Vase, we think that to Look Good, Feel Good and Think Good, it’s important to make sure that Fashion and Lifestyle are always in the mix. 

We design and manufacture most of our apparel and are always striving to fill every girl’s dream wardrobe with our amazing apparel and share as much as we can about fashion and lifestyle so that with us, you’ll always have endless style options, fashion advice and lifestyle updates to help with expressing yourself and your personal statement! 

What ties us all wonderfully together? Without doubt, our unanimous love and obsession with fashion and the goal to create the best and most personalised shopping and fashion experience that complements each girl’s exclusive individuality! 

It’s incredibly simple! If you’re into receiving a gift each month, this is definitely something you want to look out for!

1) First up, choose your subscription
2) Let us know all about your mood for the month (are you feeling happy, edgy or even confused?), color and size preferences
3) Made payment? You’ll get an introduction email right away to get you started 
4) It gets even easier from here … Sit back and wait for your surprise mood box to arrive

You'll also get a reminder email every month to select from a list of mood options. We change options pretty frequently to keep everything fun and very refreshing! Our team also works very hard to get partners and sponsors on board from time to time so you can be sure that each box is really, incredibly unique!

More details including available subscriptions, mood options and terms and conditions can be found HERE.

Remember how you wished that you could buy an entire outfit (without the hassle of looking for a top or skirt that was launched some time ago?) Well now we have the perfect solution! In fact, now you get to buy the whole outfit in one click and at a BETTER price!

Check it out right away HERE.

Her Velvet Vase has launched the ultimate thank you program for all our lovely supporters. And we have a category for all customers - Silver, Gold and Platinum. Whether you've just joined us and fall into our budding love group or are one of our long-term and ultra-exclusive customers, we have something for you!

Check out the lovely membership tiers we have HERE!

For every $1 you spend with us, you get 1 HVV Point. Once you've hit 500 HVV Points, you automatically become an HVV Silver Member and you get a $10 Gift Certificate on us!

And for every subsequent 500 HVV Points you earn, you will receive a $10 Gift Certificate as well!

Find our what membership tier you’re on on your MY ACCOUNT PAGE.
For more information regarding our HVV Passport Membership Tiers, click HERE.

You've just bought an adorable outfit and we'd love to see you in it and hear your scoop on it!

Write us a review and earn 20 HVV Passport Points! 
If you've worn your HVV outfit out and would like to share it with us on Instagram, hashtag #hervelvetvase and #hvvgirl and receive another 50 HVV Passport Points!

From there, we'll either repost your outfit shot on our Facebook, Twitter, Instagram or blog to show off how beautifully you've worn your HVV outfit. Somewhere out there, you'll make someone's day! Because a girlfriend that's fretting about fit, size and quality is going to be incredibly grateful for your review!

Heaps of questions and doubts? Feel free to drop us a message and our personal stylist will get back to you as soon as possible with all the opinions and suggestions you'll need!

Purchasing from us and writing reviews aren't the only ways to earn points that can bump you up our membership levels! 

Refer a friend to Her Velvet Vase HERE. If your friend accepts the invitation, encourage her (him is fine too!) to purchase an HVV outfit and you receive 50 HVV Passport Points! What's more, both of you will receive a complimentary $5.00 Gift Certificate on us! 

We don't just want to share the love, we want to share heaps of luck as well!

HVV I'm Lucky! Cards are little thank-you goodies for our lovely customers that will be slotted at random into your purchase envelopes. The surprise card includes … Oh wait, shop with us today and you'll find out when you receive your package!

If you're going to give someone you love a gift card, make sure you live up to the awesomeness that you are, and gift hard!

Our cute gift e-cards are perfect for birthdays, anniversaries, special occasions or really, just when you want to share the love.

Placing an Order

Yes! By creating an account with us, you get to keep track of your purchase history, passport points and perks and wishlists. It also saves you a heap of time from having to fill in your address details for every order you place with us. 

Step 1: Create an account with us HERE!

Step 2: Add your favourite items to cart (Your items will be secured for 10 minutes while you browse other outfits!) and click on "CHECKOUT".

Step 3: Have a discount or promo code? Key it into the Promo Code box and click "APPLY". 

Step 4: To ensure efficient delivery of your parcel, remember to check your shipping and billing address as well as mobile number to make sure all details are correct. Select your preferred delivery method and check rates by clicking on "CLICK TO CALCULATE SHIPPING". 

Step 5: If you've accumulated 500 HVV Points, that makes you a Silver Member! You'll automatically receive a complimentary $10 gift certificate stored under your account. Remember to utilize your certificate before it expires!

Step 6: Select Payment Option. At the moment, we only accept payment from major credits cards via PayPal as well as local iBanking and ATM transfers. 

Step 7: Have any special requests? Note them down under "COMMENTS" and we'll try our best to fulfil them! Proceed by clicking on "REVIEW ORDER".

Step 8: If everything is in order, click "SUBMIT ORDER" to complete your order!

Step 9: An automated email will be sent to you to confirm that we have received your payment.

Step 10: Thereafter, you should receive another automated email from us to confirm that we've mailed out your parcel!

Items in your cart will be reserved for 5 minutes while you browse our store. However your order will only be secured upon payment and receipt of your e-invoice! 

All orders are deemed confirmed and final upon checkout so it's always best to ensure that everything is checked and correct prior to placing your order!

However, we understand that accidental mistakes may occur from time to time and if you'd like to change your order, you may drop our Customer Care team via our Contact Us Page. This must be done no later than 30 minutes from when the order has been placed!

To ensure that we don't get filtered to your spam, add hello@hervelvetvase.com.sg to your contact list!

If you haven't received your invoice and it hasn't been redirected to your junk folder, please feel free to drop us a line right away via our Contact Us Page. We'll get back to you as soon as possible with your invoice!

Pending Items / Backorder

Leave your email address in the "Waiting List" notification box that should appear on the product page. In the event that we restock the design, we'll contact you right away!

Occasionally when an item sells out and we've got great response for it we have it remanufactured! Stocks usually take anywhere between 3 - 4 weeks after a backorder has closed/payment has been made to arrive in Singapore. Thereafter, we'll drop you a notification email and send out your order right away!

All backorder items are featured HERE.

Cart the item(s) you're interested in out and we'll do the rest for you! Note though that separate shipping charges may apply should you wish to send your instock and backorder item(s) separately.

Your backorder status can be found HERE.

Payment

We accept the following payment methods:
- All major Credit Cards including Visa, Mastercard and American Express via Stripe and PayPal
- Internet Banking and ATM transfers from POSB, DBS, UOB and OCBC

Please also note that we only accept Credit Card/PayPal transactions for amounts exceeding $5.00. All transactions for amounts below $5.00 must be processed via Internet Banking or ATM transfers.

Upon checking out, your order will be reserved for you for up to 12 hours. In the event that we do not receive payment within this timeframe, we regret to inform you that your order will be cancelled without prior notification.

In the event that you are unable to make payment within this timeframe, please drop our Customer Care team a line via our Contact Us page.

Verification for PayPal transactions is immediate. Verification for all other transactions will be done within 12 working hours. You should receive your "Order Shipped" email confirmation within 12 working hours thereafter!

To view your Credit Note, simply log on to your MY ACCOUNT PAGE.

To utilize your Credit Note or Discount Code, key it in during your checkout process. The revised amount should be reflected accordingly. However, remember to utilize credits on an order that is of equal or higher value as remaining credits will not be credited back to your Her Velvet Vase account for future purchases. 

Please take note that all Credit Notes or Discount Codes automatically expire within 6 months from date of issue. If you would like to request for an extension, please contact our Customer Care team. However please note that shopping vouchers won via social media contests are strictly non-extendable.

Shipping

We offer the following shipping methods:

- Complimentary Regular Courier (1 - 3 working days)
- Express Courier (Next Working Day)
- Same-Day Delivery (All orders paid before 1pm will be delivered by 10pm on the same day)
- International Regular Mail

For more information including delivery timeframe and rates, please click HERE.

Once payment has been received, an email will be sent to notify you when,
a) We've verified your payment successfully
b) We've shipped your order successfully
This should take up to a maximum of 1 - 2 working days.

Please note that working days do not include weekends and Public Holidays.

Shipping Type Delivery Timeframe Flat Rate
Normal Courier 1 - 3 Working Days*

SGD 2.00

Complimentary Normal Courier for orders above $50

Express Courier Next Working Day* SGD 4.00
Same-Day Delivery

Within the Day before 10pm

*Cut-off time is 1pm 

SGD 6.00           

 

Please note that the cut-off time is at 1pm daily for same day delivery. Only orders and payment received on or before 1pm on same day will be processed. Delivery time frames are from 10am to 10pm daily and weekdays only, exclusive of weekends and public holidays. 

During checkout, you get to choose whether you'd like,

a) To have both items mailed out together after your Backorder piece(s) have arrived several weeks later
b) To have items mailed out separately - Instock item(s) first and Backorder item(s) when they arrive several weeks later

Depending on the option you've chosen, shipping rates will be charged accordingly and we'll drop you an "Order Shipped" email once we've mailed out your respective orders!

Yes! Remember to save a working mobile number during checkout because our delivery service provider will drop you a text prior to delivery to arrange your delivery preference! 

In the event that you do not receive your parcel within the stipulated time-frame, please feel free to contact our customer care team via our CONTACT US PAGE and we will be more than happy to assist you with tracking of your parcel.

Additional charges for redelivery will be applicable after one unsuccessful delivery attempt.

Returns

At Her Velvet Vase, we accept returns for the following reasons:
a) An Incorrect Item
b) A Defective Item
c) Issues with size

Customers must drop us an email within 7 working days upon receiving their parcel and all returns should be received by our returns department within an additional 7 working days from the above date. All items must be unworn, unwashed and in brand new condition (without any stains, fragrances, scents including detergent and perfume) or any form of disarray that warrants the item unsuitable for resale.

We regret to inform you that we will not be able to accept items that do not meet these requirements.

For more information regarding the return and exchange process, please view our RETURNS PAGE.

My Account Details

Click on "Forgot your password?" on our LOGIN PAGE and your new password will be sent to you shortly!

Sign on to your account HERE and click on "My Account" on the top of the page to view all relevant account details.

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