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If you wish to return or exchange an item you must contact us within 14 days of receipt and return the item within 28 days of receipt. Unfortunately we are unable to offer you a refund or exchange if the given time has elapsed.

Please contact us via our online contact form or at info@velvetcave.co.uk, quoting your order number, for a returns form which must be filled in and included with your return. Items must be returned in their original, unworn and undamaged condition with tags still attached.

We regret we cannot refund any shipping costs. Items are returned at your own risk and cost, therefore we strongly advise sending via a tracking method as we cannot be held responsible for any returns lost in the post.

You will be contacted once we receive your return and your refund will be processed within 7 days. For exchanges on handmade items please allow up to 10 working days for your replacement to be made and dispatched.

Custom orders are regrettably, non-refundable and non-exchangeable under any circumstances.