Delivery and Returns

DELIVERY

We are offering free local hand delivery to help our customers during lockdown.  Please contact us on VelvetandRoseUK@gmail.com if you have any questions or if you need your order urgently.  

In general all online orders are processed and dispatched from our boutique in Petersfield where you can pick up for free if preferred.  Our deliveries are normally sent out using Hermes or Royal Mail.  For orders of a larger size or weight we may have to use a different courier.  

Ensure that you select the correct delivery option as the default is Standard UK shipping.

Service

Time

Cost

Local Pick-Up/Click & Collect

(Petersfield, Hampshire)

Same working day

FREE

Standard UK

(Free local hand delivery, please contact us for details)

3-5 working days

£4.00

Next Day UK

(order weekday before 12pm)

Next working day - not currently advised due to COVID

£12.00

 

For orders to be shipped outside of the UK, please contact us at VelvetandRoseUK@gmail.com and we would be happy to help you.  
Note that we are not responsible for any extra customs duties, taxes or charges that you may incur.  

Collect In-Store

If you select 'collect in-store' you will receive one email confirming your order and another notifying you of when your order is ready for collection.  Collection will be from our boutique during its' opening hours as set out below.  If you have any problems in picking up your order then please give us a call to discuss it.

Velvet & Rose, 1 London House, Chapel Street, Petersfield, Hampshire, GU32 3DR
Opening Hours: Tuesday to Saturday 10.00am to 4.30pm.
Telephone: 01730 858230
Email: VelvetandRoseUK@gmail.com

Please note that online order terms and conditions remain valid for orders placed online and collected in-store, see below for more details.

Placing an Order

  1. Once you place an order online, an email will be sent to you to confirm the receipt of your order.
  2. Velvet & Rose will then check for availability and send you an email to confirm the availability and then process the order accordingly. Note there may be reasons to not accept the order from our side e.g. availability, payment issues, shipping restrictions or at our sole discretion etc. 
  3. We will deliver your order to the address you provided. The delivery is deemed complete when someone from your address accepts the delivery.  The items will then be under your responsibility.  Any additional delivery charges in your country are your responsibility to agree and pay with the courier or customs.

 

RETURNS & EXCHANGES

Sometimes an item may not be right for you and in those cases we would be happy to offer you a refund or an exchange for your purchase if you notify us in writing at VelvetandRoseUK@gmail.com within 14 days of you receiving it.  You will need to provide us with the order details. 

To be eligible for a Return or an Exchange, your item must be unused and in the same condition that you received it in.  It must also be in the original packaging.  It must have all tags on it.  We will not accept the return of intimate items and jewellery.  

Please do not send your purchase back to the manufacturer.

 

Please follow these instructions for Returns:

  1. Email us at VelvetandRoseUK@gmail.com and advise us of your Return.  Please wait to hear back from us before you return your item. 
  2. Pack your item in the packaging provided to you and with original tags in an unworn condition and with the absence of household smells. Include the invoice.
  3. Send the item to us at Velvet & Rose, 1 London House, Chapel Street, Petersfield, Hampshire. GU32 3DR via 'Royal Mail Signed For Second Class' postage or pop into our boutique with your item so that you do not have to pay for postage.  Ensure that you retain a receipt for proof of postage so that you can track the delivery.
  4. Await our email to confirm safe receipt of your returned item.  Please note, until we receive your return, the item(s) and their condition remain your responsibility.  Please note returns can take up to 28 days to be processed.  Your refund will be credited back via the original method of payment.  Delivery Charges are non-refundable. 

 

Please follow these instructions for Exchanges:

  1. Email us at VelvetandRoseUK@gmail.com and advise us of your Exchange. If the item can be exchanged for another item we will arrange to do this. If we are unable to provide you with a suitable item then we will offer you a Refund.
  2. Pack your item in the packaging provided to you and with original tags in an unworn condition and with the absence of household smells. Include the invoice.
  3. Send the item to us at Velvet & Rose, 1 London House, Chapel Street, Petersfield, Hampshire. GU32 3DR via 'Royal Mail Signed For Second Class' postage or pop into our boutique with your item so that you do not have to pay for postage.  Ensure that you retain a receipt for proof of postage so that you can track the delivery.
  4. Await our email to confirm safe receipt of your returned item.
  5. Once received, we will send you the exchange item and notify you of its’ dispatch by email. Delivery Charges are non-refundable.

 

Late or missing refunds

Refunds can take 28 days to process.  If you haven’t received a refund yet, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at VelvetandRoseUK@gmail.com.