FAQs

How can I contact Velvet Crown?
You can email us at Info@velvetcrownexclusive.com where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?
Yes

Where do you ship from?
We ship from Hong Kong

Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX)

When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday.
Orders will be processed within 1–3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

How long will it take to receive my order?
Due to high demand, orders may take between 2–4 weeks to arrive.

What if I don't receive my order?
If you don’t receive your order within 30 days after shipping, you are eligible for a full refund.

How do I return an item?

If you would like to return an item, please contact us at info@velvetcrownexclusive.com. Our customer service team will assist you with the return process.

What if the item(s) I received are defective, incorrect, or damaged?

If you have received merchandise that is defective, incorrect, or missing, please contact us as soon as possible at info@velvetcrownexclusive.com. Be sure to include the following:

  • Your order number

  • Photographs of the item(s)

  • Any relevant details or references

Once we receive your information, we will do our very best to resolve your issue promptly.

When will I receive my refund?

All refunds will be issued to your original form of payment.
If you paid by credit or debit card, your refund will be sent to the card-issuing bank within 7–10 business days after we receive your returned item or process your cancellation request.

If you haven’t seen the refund posted to your account after this period:

  • First, contact your bank or credit card company, as processing times may vary.

  • Please note it may take some time before the refund officially appears in your account.