Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of velvetgr (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://velvetgray.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
How much do you charge for shipping?
We provide free shipping to over 200 countries around the world*
*with some exceptions
Will I be charged any shipping, customs or duties fees?
No, the price you see is the price you pay - you won't be charged any extra fees.
When will you ship my order?
If you order an in-stock item, we’ll ship it within 3 working days.
How long will my order take to arrive?
Orders are shipped by EMS or USPS. Typically, delivery takes 5-20 working days after dispatch, but it may take longer due to factors beyond our control.
Do you provide tracking information?
You will receive your tracking information within 3-5 working days. But sometimes tracking might not be available if free shipping applies. In this case, please contact us at support@velvetgray.com
Can I cancel my order?
You can change or cancel your order within 12 hours. Please contact us at support@velvetgray.com
Nice jacket
I ordered a jacket 10.12 received at the Post Office 31.12. Tracked all the way. About the jacket itself. Fully corresponds to the description. Size chose based on reviews and therefore ordered L. it was necessary to take your size m. My parameters are 87-72-94, the height is 160 cm, on the shoulders is very good, below is a good over size.
very nice
Jacket bomb)) really liked. I sat perfectly, as I wanted. I wear m. 94-78-92. Height 165. Arrived in 3 weeks.
The parcel was sent about 3 days. Came very quickly in G. Tomsk-1.5 weeks. Everyone was satisfied. The fabric is dense, but not so that straight thick, thick. The jacket sat on me (height 167, 92-73-96) the truth was not possible to steam it)
The fabric is loose. Sleeve length is good.
According to the reviews it was clear that malomerit ordered a bigger size, in my 44 L was large, but not critical. I think that with a dimensional grid everything is fine!
All in size. But I would order m. L a bit too big, but will come down
A good jacket) is happy) on the size of M, took L... looks a little oversize)
Not in the guise
The jacket is awesome. A little thread was, but not critical, came of course very crumpled. Size l sat as it should, oversize. Shoulders, sleeves are all ideal for growth of 170 and parameters 89х62х90. Unbuttoned looks much better.
Well, what to say, a good thing, in size, delivered in a month. Threads do not stick out, there is no smell. You can safely order
I do not know who thinks the fabric is thin, but it's not at all. The jacket is tight, well sewn. The only thing is, there are shoulder pads, but i cut them out. I wear xs, the jacket sat like an oversize
Chic
In general, the jacket is excellent, given its price. Fabric polyester, there is a lining. But there are non-critical jambs: the lining in front is visible (had to be ironed), the button is sewn wrong (because of which the jacket looks koso).
It came about a month in minsk. The store sent the order 3 days. At its size m ordered l. Something came between these sizes. If i ordered m, it would be small. I thought it would be an oversize, but it did not work out. In general, for the winter, if you put on a sweater or a tight jacket, it will be normal
A good jacket, took m on its s. looks good, only stick out in some places threads, but cut them and norms. Very crumpled came, but we steamed and it began to look, as if just from the counter store.
Expected more, it turned out to be either wide, or short, although in size like norms and the length of the sleeve as it should.
A wonderful jacket, there is a small smell, but after washing it will not be, on the growth of 175 took m and was not mistaken
In the reviews it was written that the jacket is small, ordered the size l, sat wondering, suitable or not. My parameters are 87-64-99, the size approached perfectly, not obtyag.
A nice polyester jacket. Lining tight. Sewn neatly. Tails thread is, but it's not critical, cut. I ordered l for my 46. The sleeves are a little short. Good thing. It came in 3 weeks. I recommend
Perfect looks like a glove not come nothing wrinkled i appreciate fast delivery
The jacket is good, but with the size did not guess a little. As advised, at its 42-44 took the size of l, and it was bolshevat. I had to take m. And in general a good jacket, take it, you will not regret it.
Excellent!!
Delivery month, synthetic fabric, a little thin. The seams are even and the threads were not. I took the size of l on the parameters 88 × 74 × 93. Height 167 sat perfectly in size is not free. Podkdad is not very rustling .. Looks great. Worth its price.