At Velvet Muse, we want you to feel as confident in our return process as you do in our signature lingerie. If your intimate apparel doesn’t fit quite like our models’ or doesn’t match your expectations, we’re here to make it right with the same discretion and care we apply to all our collections.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In original condition with all tags attached
  • Unworn and unwashed
  • In original packaging (for hygiene reasons)

Special Note on Intimate Apparel

For the protection of all our customers, we cannot accept returns on bodystockings, bodysuits, or lingerie sets that have been removed from their original hygienic packaging. These items are considered final sale once packaging is opened.

How to Initiate a Return or Exchange

  1. Contact Us: Email our Customer Muses at [email protected] within 15 days of receiving your order with:
    • Your order number
    • The item(s) you wish to return/exchange
    • Reason for return
  2. Wait for Approval: We’ll respond within 1-2 business days with return authorization and instructions.
  3. Ship Your Return: Package the item securely and include the original packing slip. We recommend using a trackable shipping method.
  4. Processing: Once received, we’ll inspect your return and process within 3-5 business days.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or was our error. For exchanges, we’ll cover the cost of shipping your new item once we receive the return.

Refund Information

Refunds will be issued to your original payment method within 7-10 business days after we receive and inspect your return. Please note:

  • Original shipping fees are non-refundable
  • International orders may be subject to customs fees that we cannot refund
  • PayPal refunds may take additional processing time

Exchange Policy

Prefer a different size or style? We’re happy to exchange for any in-stock item. Simply follow the return process above and specify your desired exchange item in your email.

Return/Exchange Request Template

Subject: Return/Exchange Request for Order #[Your Order Number]

Dear Velvet Muse Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) for return: [Product Name, Size, Color]
Reason: [Please specify fit, damage, or other reason]
For exchanges: I would like to exchange for [Product Name, Size, Color]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]

Non-Returnable Items

For hygiene reasons, we cannot accept returns on the following items once their original packaging has been opened:

  • Bodystockings
  • Cut Out Bodysuits
  • Lingerie Sets
  • Costume Sets

These items are marked as final sale in their product descriptions.

Damaged or Incorrect Items

If your item arrived damaged or incorrect, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement or refund at no additional cost to you.

Velvet Muse reserves the right to refuse returns that don’t meet our policy requirements. For any questions about our policy, please contact our Customer Muses who are as attentive to detail as our lace artisans.