Refund policy

We have a 28-day return policy, which means you have 14 days after taking delivery to notify us that you wish to make a return, once we accept the return request you have 14 days to return the item/s to the relevant warehouse. 

To be eligible for a return, your item must be in the same condition that you received it, completely unused, with labels/tags, and in its original packaging. You’ll also need your proof of purchase. 

To start a return, please contact us first via email at returns@woodvelvet.com

If your return is accepted, as well as instructions on how and where to send your package. Items sent back directly to our offices will not be accepted and therefore no refund will apply unfortunately.  

You can always contact us for any return question at info@woodvelvet.com

Faulty or damaged items

Should you receive any goods that are damaged, we kindly request that you inform us within 3 days through email or our website form including photos of the issue/s. Holding onto the original packaging  will greatly assist us in the collection process during your next delivery. We'll carefully inspect the returned items at our warehouse and promptly issue a credit to your account upon confirmation of the damage. It's important to note that while we strive for the utmost care, we cannot be responsible for any damage that occurs during transportation by third-party carriers.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@woodvelvet.com.