Shipping and Returns

Shipping & Handling

Velvet Heart is able to ship to all 50 states. Please note, UPS is unable to ship orders to APO/FPO addresses or P.O. boxes. We are not responsible for packages sent to PO boxes after it has left the warehouse.

Velvet Heart ships all orders as quickly as possible using UPS, but there may be processing delays in shipping during sale events and peak holidays. Please note that we do not ship on the weekends or holidays, so if you need to receive your package by a specific date, you can contact customer service for help in choosing the right shipping method to receive it on time. Once your order is ready to ship, you will receive an email with tracking information.

*Delivery times go into effect the next business day after your order has been placed.

**Arrival time will be estimated within your tracking information and cannot be 100% guaranteed. 

Refuse Delivery: If you refuse delivery of any order placed on, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid, but shipping charges are non-refundable.

Shipping Times
  Flat Rate   4-6 business days
  UPS Ground   4-6 business days
  UPS 2nd Day Air   2 business days
  UPS 3-Day Select   3 business days
  UPS Next Day Air   1 business day


International Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Customer is responsible for duties, taxes and return shipping. 

Duties: Please note, all international packages will be subject to customs and duties. Prices shown on the website do NOT include these fees. All duty fees are determined and regulated by local customs authorities. Please check your local customs website for more information. 

When you place an order, we will estimate shipping and delivery dates for you based on a number of factors, including the destination of country, desired shipping speed, the quantity of items, and weight of the items. Depending on the shipping speed you choose, shipping date estimates will appear on the shipping quotes page.

Please also note that the shipping rates for international orders are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Self-service returns can be initiated here:
If you have an account with us, click here to start a return
Returns/exchanges can be sent to:
Online Return
2744 East 11th St
Los Angeles, CA 90023


International Shipping Times

  USPS Priority Mail International    6-10 business days
  UPS Worldwide Expedited   2-5 business days
  UPS Worldwide Express   1-3 business days
  UPS Worldwide Saver   1-3 business days
  UPS Worldwide Express Plus   2 business days


Return & Exchange Policy offers free returns and exchanges on U.S. orders only. We want you to be completely satisfied with your order, thus we will accept your return or exchange of a product in original condition with all tags attached within 30 days of receipt of your order. Shipping and handling charges are non-refundable. Your refund will be in the same form as the original purchase. Items purchased as "CLEARANCE" on sale are considered FINAL SALE and cannot be returned or exchanged at any time. *Please note that any items that have been altered are final sale.

Please note: We only accept returns and exchanges that were purchased via this website will not accept orders that were purchased from other retailers. Damaged, washed, worn or altered items, including items returned with deodorant, makeup, smoke, perfume and / or stains will not be accepted. Velvet Heart reserves right to determine eligibility for exchanges and to update this Policy without notice.  

International customers may return merchandise by any traceable method at their own expense. We recommend using UPS who will provide a tracking number to ensure your package does not get lost. Packages must be returned prepaid.

How to initiate an exchange: 

  1. Contact us using this form Contact Us, or using the Live Chat on the home page.
  2. We will need your order number and the items you intend to return.
  3. Fill out the Return & Exchange form provided in the order of the items you would like to return and exchanged for.
  4. You should receive your return label in your email. Print the return label, package, and ship the exchange. 
  5. Wait 1-2 weeks for the exchange to process and ship out.

Upon receipt of returned goods, reserves the right to deny refund if the merchandise does not meet the return policy requirements. If you wish to have your item(s) sent back to you, we may request that you cover the delivery charge. Please allow 2 weeks for us to receive your return package. All refunds to credit cards will appear within 1-2 billing statements.

Feel free to Contact Us with any questions regarding your order, or Live Chat with a Stylist.