Payment: accepts the following credit card payment options: American Express, MasterCard, Visa, PayPal and Amazon. At this time cannot accept international credit cards. The total dollar amount of your order and transfer of funds will occur at the time your order is placed. NOTE: We are unable to bill or ship to a P.O. box.

Shipping Guidelines:

Orders are processed pending item availability and credit card verification. will contact you via email if there are any issues with your order. Orders placed Monday - Friday before 12PM PST will begin processing that day and will ship within 2 business days. Orders placed Monday - Friday after 2PM PST will begin processing the next business day and will ship within 2 business days. Orders placed on Friday after 2PM PST or over the weekend will begin processing on the following Monday. does not process or ship orders on Saturday, Sunday or federal holidays. 

Please note the shipping times are estimated as one to seven business days and apply only to deliveries made within the contiguous US. Transit time may vary for orders shipping to Alaska, Hawaii, Puerto Rico and all other destinations outside of the contiguous US. 

Orders may be split across multiple shipments, and items ordered together may not be shipped out on the same day. Occasionally, items may be out-of-stock or backordered. You will be alerted in both instances, and in the event of a backorder, will be provided an approximate date of shipment. You will be informed if an item is backordered when you add it to your shopping bag or within ten days of placing your order.

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. If you qualified for Free Shipping, the cost of shipping will be automatically deducted from the refund.

When an order is placed, it will be shipped to the address designated by the purchaser as long as that shipping address is within the United States and compliant with the shipping restrictions set out on this Website. We may require verification of information prior to the acceptance and/or shipment of any order. All purchases from this Website are made pursuant to a shipment contract. The risk of loss for all items purchased passes to you upon delivery of the items to the carrier. You are responsible for filing any claims with carriers for damaged and/or lost shipments.

Return Policy:

We want you to be completely satisfied with your order, thus we will accept your return of a product in original condition with all tags attached within 40 days of receipt of your order. Shipping charges will not be refunded. Your refund will be in the same form as the original purchase. All items marked SALE or CLEARANCE* cannot be exchanged or returned at any time.
**NOTE: Merchandise sold at a 25% or greater discount is considered "final sale" or "clearance”, in which case they are not eligible for refund, exchange, or store credit.
Please note: We only accept returns 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 the right to determine eligibility for exchanges and to update this Policy without notice.

Price Adjustment/Price Match:

We gladly honor a one-time price adjustment on full-price merchandise within 7 days of the original purchase date from only. Price adjustment refunds will be made in the same form of payment as your purchase was made. Velvet Heart does not price match other competitor stores.

Making a Return:

  1. Please visit website ( and login to or register your account.
  2. In your account information (“My Account”), under recent orders, click “view order” of the desired return.
  3. At the top of the page, under “About This Order”, click “Create and Print Return UPS Label.” Enter the quantity of items being returned and select “Submit.”
  4. Complete the return form and include the appropriate return code (see below) to help us serve you better in the future. Include this form with your shipment.
  5. Securely pack and seal the return merchandise in the original package or an appropriate shipping box.
  6. Affix the pre-paid UPS return label to the box and drop it off at any UPS pick-up location.
  7. If you are requesting an EXCHANGE, please inform customer service via email to of your desired exchange item, including size and color, so it can be put on hold while we await your return package.
  8. If you used the “Guest” checkout process, please inform customer service, so a UPS label can be sent out to you via email.
  9. After your return arrives at our warehouse, your refund or exchange will be processed and you will receive another confirmation email.

Return Codes:

  1. Too big
  2. Too small
  3. Item not as depicted
  4. Item was damaged/defective
  5. Changed mind
  6. Item arrived late
  7. Dissatisfied with quality
  8. Incorrect item sent
  9. Gift, did not want
  10. Other. Please specify: _____________.
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.

Returns/exchanges can be sent to:
Velvet Heart
ATTN:Online Return 
2744 East 11th Street. 
Los Angeles, CA 90023

Shipping Cost:

We’re happy to offer Free Standard Shipping on orders over $100 USD within the Continental United States only. 

Please note: we are unable to ship to PO boxes.

For orders under $100 USD, see shipping costs below:

  • Free Standard Shipping - on orders over $100 USD
  • Free Shipping applies only to merchandise, not to Gift Cards.
  • $6.00 USD on orders $0-$99.99.
  • Any additional duties and taxes assessed by customs are the responsibility of the customer.
  • Oversized shipping charges do not count toward the Free Shipping total.
Most orders will ship out within a day of ordering (we do not ship Saturdays, Sundays, or holidays), however some orders will take 24-48 hours to process. Orders are generally received within 4-7 business days from the ship date. Please note that orders shipped via expedited shipping method such as Next Day or 2 Day will still take 24-48 hours to process. Delivery will be made by our preferred carrier.

** Free Shipping Info:

  • Orders over $100 USD will not be charged the Standard Shipping fee.
  • Free Shipping applies only to merchandise.
  • Taxes, Duties, Gift Cards and oversized shipping charges do not count toward the Free Shipping total.
  • Free shipping offer valid only in the Continental US (excluding Hawaii and Alaska).

International Shipping & Returns:

International customer return options: 
If for any reason you are not satisfied with your international online purchase, email within 40 days of the original purchase to initiate a Return Merchandise Authorization, which is required to process a return. If you choose to return an item, our international shipping partner,, will provide you with a refund of the original merchandise price and any duties and taxes originally paid on the item in the same currency and using the same exchange rate as your original order. Please note: you will still be responsible for any shipping charges. International orders placed at or by phone cannot be returned or exchanged in stores

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