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Return & Exchange

 

At Her Velvet Vase, we accept returns for the following reasons:

a) Incorrect Items
b) Defective Items
c) Issues with size/fit

Customers must drop us an email within 7 working days from dispatch date and all returns should be received by our returns department within an additional 7 working days after an email with return procedures has been sent. All items must have the HVV tag/label; 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.

Should you wish to proceed with a return, please feel free to contact our customer care team via our CONTACT US PAGE.

 


 

Incorrect Items

In the event that you have received an incorrect item, we will be more than happy to process an exchange right away for the item you originally ordered.

We regret to inform you that in the event that the item you originally ordered is out of stock, we will only be able to offer a replacement item or store credits.
Please rest assured that postage fees will be fully absorbed by us.

 


 

Defective Items

In the event that you have received a defective item, we will be more than happy to process a one-for-one exchange right away. Please send our returns department an image of the defect and they will furnish you with return details. You may send the item back to us after you have received this confirmation email.

Please rest assured that postage fees will be fully absorbed by us.

In the event that the item you originally ordered is out of stock, we will be only be able to offer a replacement item or store credits.

Please also note that measurements may vary 0.5 - 0.75 inches due to mass manufacturing processes and the true color of an item may also vary slightly due to strong studio lighting/inevitable discrepancies arising from individual computer resolutions. Please also note that the prints may vary due to manufacturing process.

The above mentioned are not considered defective and are therefore non-eligible for returns.

 


 

Issues with Size/Fit

At Her Velvet Vase, we are aware that finding the best fit can be a little tricky sometimes so if you are not comfortable with the size or fit of your order, we will be more than happy to accept a return for a credit note.

However, please note that existing terms and conditions apply.

a) Please note that we do not process exchanges. We recommend to return your original item for a credit note and place a new order for the desired size/colour.

b) We require return parcels to be sent back via any shipping method that allows tracking.

c) All return shipping fees due to Size and Fit Issues will be borne by the customer.

d) There will be a processing fee of $2.00 deducted off your store credits for every apparel returned due to a subsidised shipping rate offered in the initial purchase.

e) We require customers to drop us an email at hello@hervelvetvase.com.sg before proceeding with return.

 


 

Sale Items

In the event that Her Velvet Vase holds a sale (online or a physical event), please take note of the following:

For online sales, all items applicable for sale will be available under "Sale" or any other promotional tab.

All items sold during the sale, either online or a physical sale, are considered final and return of items for exchange, store credits and refunds will not be accepted.

 


 

Non-Returnable Items

Please take note that the following items are NOT allowed for returns for exchanges, store credits or refund:

a) Accessories
b) Bags
c) Intimates
d) Orders made with promotional codes

e) Sale items
f) Shapewear
g) Swimwear

 


 

Bounced Mail

In the event that your parcel is returned to us for the following reasons, you will be required to top up for necessary postage:
a) Unclaimed
b) Incorrect/Insufficient address
c) Bulky parcel
d) Moved or No such Name/Company
e) Refused/Unable to deliver
f) Letterbox Full/Faulty/No letterbox
g) PO Box Closed
h) Others - A snapshot will be provided for your reference

In the event that our team has made an error resulting in any of the above, please rest assured that the re-delivery costs will be fully absorbed by us.

 

 

 

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