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
Very strange, my parameters are 70 waist, 94 hips, took the size M and drowned! Very sorry, waited for these pants for a month and a half...
Pants cool, the fabric is not thin, but I was small in size M, reordered S. I recommend!!!
Normal pants
Have black and had to buy this color are beautiful
Beautiful!
Pants are good, on the parameters 72-93 took the size m, came up perfectly. Thank you very much to the store!
The store quickly sent the order. It reached Bryansk in four weeks. The order fully corresponds to the description. The fabric does not shine through, but the average density. Stitched well, the threads do not stick out. On my parameters (height 158 cm, OT. 55 cm, OB. 90 cm) sat well, but a little big at the waist. The belt did not fit, but it looks very beautiful. I advise you to buy.
Pants are good, a little short, and so on the size L in full fit, you can even take a little more.
All right! Thank you
It smells really bad.
Pants are not bad, if they do not sit in them, after a working shift at the computer, they had a terrifying view
Pants are good, I really liked, sat perfectly, steam and everything, the color is pleasant, sent quickly, went 55 days,
Class pants)
Slightly stick out threads, synthetic fabric with elastane. Go in size, maybe half the size is small, but in general liked)
Chic pants, fit for height 173 cm
Pants super! For every day. Pleasant fabric, stretch, cool sit on the figure. I will spend in a different color
Well, such as yourself, for 1000 p it was possible and better to do. And so will come down. thin, but not very. I do not know why so many good reviews, in the store would have bought better.
Very good, good trousers! I'm happy!!! On the volume of the hips 100 size l is very good. Thank you
For such a price, pants are very good! Took s, free a little, but the belt decides!) went 3 weeks to moscow
Chic pants. Size s corresponds to the russian size s.
They sat perfectly on 88-70-94 height 167 cm, crumble strongly, the fabric is thin synthetics
Pants are good, the material is thin, but sit perfectly. size l sat freely, it is possible to sew a little. the parcel went almost a month to belgorod, came to dpd.
Ordered 14.09 came 8.10. Really liked, perfectly sat down, purchase is satisfied
Great trousers. The fabric is thin, suitable for warm autumn.
Pants are beautiful, but!!!! Came with a tightening in the most prominent place, this is generally pain (((((i have thin calves so i was very worried that it would look ugly, but the whole village is excellent, not obtyag, perfect. Fabric thin