Refund policy

WHAT IS YOUR RETURNS POLICY?

We accept returns for store credit* within 30 days for bodysuits, sleepwear, garters, bralettes, accessories and bras only. We strictly do not accept refund on underwear bottoms due to Australian hygiene regulations. Other items which cannot be returned for change of mind reasons only are listed below (and not if it’s a Deficient Product, as defined below):

  • e-vouchers.
  • products marked at a “final sale” when purchased.
  • Products 50% off or above are non returnable unless deemed faulty.
  • products returned in a condition other than their original condition.
  • products returned without their tags attached.
  • products not in their original packaging.
  • products that appear to have been worn, smell of perfume, smoke, deodorant or body odour.
  • products that are marked or damaged in any way, that includes, fake tan, deodorant or makeup.

*Store credit is valid for 3 years from the date of issue and is non-refundable

HOW LONG DO I HAVE TO RETURN AN ITEM?

Please return unsuitable items within 30 days of receiving your order. Please return items in their original packaging.

CAN I EXCHANGE AN ITEM?

We are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.

WHAT DO I DO IF MY PRODUCT IS FAULTY?

Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number. We are happy to provide you with a full refund or store credit to ensure that you have a great shopping experience with Velvet Kiss.

WHAT DO I DO IF I RECEIVE AN INCORRECT ITEM?

if you have received an incorrect size, color or style to what you ordered, please contact us with photos of the item/s and they will assist you further to resolve the issue.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once we receive your return please allow 3-5 business days for your return to be processed. You will be notified via email once your return has been processed and be provided with your store credit details.

HOW CAN I TRACK THE STATUS OF MY RETURN?

As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

DO YOU REFUND THE DELIVERY CHARGE?

We do not refund postage/shipping charges on all orders.

CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?

Yes, please ensure that all orders are returned within 30 days of receiving your order.