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
Excellent dress, the dress was well packed, in a loose package, not crumpled and overstretched, the color matches, the thread does not stick out, the smell is especially no, just like the new thing smells, all the lines are even, the only harness with the зади is much shorter than shown in the photo of the store, because of this arm as if not in place, I like 3/4 wear, warm, dense, very comfortable, especially to me, since after childbirth and breastfeeding, in general, the dress is super recommended.
Nice dress.
i love it!
Amazing, size fits great, super material, will order more colors :) thank you
The dress came up, sits well. The color is so-so, but corresponds to the photo on the site.
1m60, 50 kilos, the perfect size S! This is the third dress I order
Excellent
The color is exactly as in the store's photo: gentle, pleasant blue. To the body is a very pleasant dress. On the growth of 177 and hips about 105-the size is normal. Without the necessary underwear very emphasizes the tummy, if you have it at least small, but there is. I really like the dress! Delivery to Belarus less than a month.
This is the second dress I buy and I am always very satisfied. The material is thick, the color corresponds to the pictures and the shipment is fast! Thanks to the store.
Good dress, soft, pleasant to the body. On the growth of 170, the size 44-s is a little small, it is necessary to take M apparently.
Beautiful dress, thick fabric.
Beautiful and warm dress, thank you!
I took S, I took the prottos zavelikom (90-65-90), and even more kindly to pull (on the vaginite to be OK), I want it in an oversize style, that norm. Reception fabric, warm, color-chic! Garno фігуру фігуру, able to prikhovati small tummy and great chest (to the river, pidide gosuchim moms, zooming smell) went Maje місяць: zamovila 21.11-otrimal 18.12
It came for a month, the dress is beautiful, the village is also good, for volumes of 96-80-106. Fotkala at once, and so with the right underwear looks better
Compact and thick Fabric, good cutting. The belt is removable. Very satisfied
Fast delivery. Dress according to the photo. Size well.
Sorry pictures not great light is behind me so dress. I am 1.75 67 kilos about (5’9 147lb)
Very good fabric
Perfect but little bit loose and I love it so much
Amazing dress!! Take it you will not regret it!
The dress is excellent, dense knitting, pleasant to the body, not prickly. Dimension grid and description and photo match. Took s at its 42 size (86/65/90 height 167 cm), came up perfectly. Delivery to astrakhan 5 weeks, the parcel was not tracked, but the dress came whole. The dress is very satisfied. I recommend the product and store.
Well packed and equal to the photo
The dress is chic. On the russian 46 size took l, it was possible, probably and m. The order came in 2 weeks, tracked all the way.
Beautiful dress!!!
Very fast delivery!) cool dress