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Returns



Returns for Online Orders

We accept returns for regular priced items in exchange for store credits. Store credits will be tagged with a three-month expiry and are non-extendable or transferable.

All items must have the HVV tag/label intact; 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.

The following are not eligible for returns:

  • Orders made with promotional codes, discount vouchers, gift cards and store credits
  • Sale items, intimates, swimwear and accessories such as jewellery, bags and shoes

We are unable to accept,

  • Items that do not meet the above requirements
  • In-store returns for online orders due to separate inventory systems



[Return procedure]

  1. To make a return, contact us (at hello@hervelvetvase.com.sg or via our contact us page) within 7 working days from your order dispatch date.
  2. Our customer care team will send you a confirmation email. Please wait for this email before mailing the return item(s) back via a fully trackable shipping method.
  3. We will not be liable for any missing/lost returns that were sent via non-trackable shipping.
  4. All returns must be received by us within the next 7 working days from the date the confirmation email was sent for local orders and 14 working days for international orders.
  5. The return will be void if we do not receive your parcel within this time frame.
  6. All return shipping fees will be borne by the customer unless the return is due to incorrect or defective item(s) (see below).
  7. A processing fee of S$2.00 will be deducted off your store credits for every return item due to a subsidised shipping rate offered in the initial purchase.

    We reserve the right to reject any returns that do not fulfil our returns policy.



[Exchanges]

We currently do not offer exchanges.

Instead, we recommend you to return your item in exchange for store credits. Following which, you may proceed to place a new order for your desired size/colour.

 

Incorrect/Defective Items

If you have received an incorrect or defective item, please contact us at hello@hervelvetvase.com.sg with your Order Number and a picture of the incorrect item or the defective area within 7 working days upon receiving your order.

If the item is no longer in stock, we will offer a replacement item or store credits in its place.

Return postage fees for returns / replacement items will be absorbed by us.

However, the return item must have the HVV tag/label intact; 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 are unable to accept items that do not meet these requirements.



[Measurement discrepancies]

Please note that measurements may vary 0.5 - 0.75 inches due to manufacturing processes.

The true color of an item may also vary slightly due to strong studio lighting and inevitable discrepancies arising from individual computer resolutions.

Please also note that prints may vary due to manufacturing processes.

These aspects are not considered to be defects and are therefore non-eligible for returns.



Re-delivery for Local Orders

Parcels will be returned to HVV after three unsuccessful delivery attempts. A charge of S$3.00 will be required for Normal Courier re-deliveries.



Returns for In-store Purchases

All in-store purchases are not eligible for returns.

Size exchanges for regular priced items are accepted within 7 days from the date of purchase, provided the original price tag is intact and the receipt is presented.

We are unable to process a size exchange if your desired size is no longer available.

Colour exchanges are strictly not allowed.

The following in-store orders are not eligible for returns:

  • Orders made with promotional codes, discount vouchers, gift cards and store credits
  • Sale items, intimates, swimwear and accessories such as jewellery, bags and shoes


As sale items are final and not eligible for exchanges, we encourage customers to check their sale items thoroughly before purchasing.

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hello@hervelvetvase.com.sg

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