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
The dress is excellent, i'm delighted
The color is similar, the seams are correct, the buttons are not very well sewn and the fabric in a little transparent.
Very, very, very cute sarafan. Lemon color. I sat down as sewn on me!!! I'm very happy. 10 stars deserves!!!
Fast shipment. A bit big around the breast, but beautiful dress.
I ordered 2 dresses in size 42. The yellow dress is really big on me and the blue dress is excellent.
Likes the body
Product arrived after 1 month (as expected). True to size. Fabric and design is as described. It has a tiny pale brown spot in front but its not really noticeable. I will definitely be shopping again.
A little grand i hope good material i'm happy the same as the photo
The board will have to be changed :( at the waist came up, in the hips too, but the top is wide, it will have to be sutured, but it's not as nice as the fact that the skirt is different in length. The difference in front is very visible. But the color is beautiful, though synthetics
Fit great on 90-72-96. Good material and sewing. Arrived in less than 1 month to USA. 25-5-19 to 17-6-19.
I would need a size bigger, but I can wear it. I ordered 36 because there was no size 38.
It's toy very happy with the v is tid, good fabric, fits my size, en toy very grateful is the first time i buy a v is tid and meets the same parameters, thanks to the store, yes, it took a while but it was worth it.
Dress-sarafan beautiful. Synthetics, but pleasant to the body. Of the features: tight in the belt, you need to get through with effort. Waist is too high. I chose on the advice of the store 38 to russian 46 and now i will suffer the question of how the dress would look bigger. But the length and other parameters are excellent at 100-70-90. It came very quickly to the khabarovsk territory. About 7-10 days
The dress is happy, the fabric is synthetic, but not bad. In the chest area lining, in the summer i think it will be hot, but let's see, we have in the urals while the summer was)) the length to the knee, the color is slightly darker than in the photo. And the cut of the dress itself is unusual. Bought for 943 p, delivery 2 weeks. Dress in size
The dress is beautiful, a little big on the og 98 need a smaller size. And it looks good, the style is interesting. A little sew in the chest and will be perfect, the bottom is wide and it's even good, not in the guise as on the model, but as a small flare. Purchase satisfied.
Excellent light summer dress, in size, everything is fine, clearly according to the information from the store, thanks
The dress is very nice, has a lining on the skirt part. The fabric is very nice, it has very good fall and looks very good. The color is intense red, very flattering. Thank you