At Velvet Muse, we wrap your delicate intimates with the same care we craft them with. Our shipping and returns process is designed to be as seamless as our finest lace, ensuring your experience matches the elegance of our collections.

Shipping Information

Order Processing

Your order will be carefully prepared by our team within 1-2 business days of purchase. We handle all intimates with white-glove care to ensure they arrive in pristine condition.

Shipping Methods

We offer two discreet shipping options to suit your needs:

  • Standard Shipping ($12.95): Via DHL or FedEx, arriving within 10-15 business days after dispatch
  • Free Shipping: For orders over $50 via EMS, arriving within 15-25 business days after dispatch

Note for International Clients: While we ship globally (excluding certain Asian and remote regions), please be aware that customs fees may apply in your country and are the responsibility of the recipient.

Our Return Promise

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.

Return Policy Details

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)

Non-Returnable Items

For the protection of all our customers, we cannot accept returns on the following items once their original hygienic packaging has been opened:

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

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

How to Initiate a Return or Exchange

Step 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

Step 2: Wait for Approval

We’ll respond within 1-2 business days with return authorization and instructions.

Step 3: Ship Your Return

Package the item securely and include the original packing slip. We recommend using a trackable shipping method.

Step 4: Processing

Once received, we’ll inspect your return and process within 3-5 business days.

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.

For exchanges, we’ll cover the cost of shipping your new item once we receive the return.

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.

Return/Exchange Request Template

To help you get started, here’s a suggested format for your return request:

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]