Frequently Asked Questions (FAQs)

Orders & Payments

How do I place an order?

You can place an order directly through our website, at our pop-up events, or by contacting us via WhatsApp for custom or corporate enquiries.

What payment methods do you accept?

We accept secure payments through Shopify-supported payment gateways, Ziina, and other approved payment methods shown at checkout.
All payments are processed securely — we do not store card details.

Can I cancel or change my order after placing it?

Orders begin processing shortly after confirmation. If you need to make a change, please contact us as soon as possible.
Once an order has been dispatched or prepared, changes or cancellations may not be possible.

Shipping & Delivery

Where do you ship?

We currently deliver within the UAE.

How long does delivery take?

Orders are typically delivered within 2-3 business days, depending on your location and courier service.

Do you offer same-day or next-day delivery?

This may be available for selected locations or during pop-up periods. Please contact us before placing your order to confirm availability.

Returns & Refunds

Do you accept returns or refunds?

Due to the nature of our products, returns and refunds are limited.
Please refer to our Refund & Return Policy for full details.

Can I return candles or diffusers?

For hygiene and safety reasons, candles and reed diffusers are non-returnable and non-refundable, unless received damaged or defective.

Can jewellery be returned?

Jewellery items are non-returnable due to hygiene reasons.
If your jewellery arrives damaged or defective, please contact us within 48 hours of delivery.

What about apparel?

Apparel items are eligible for exchange only, subject to availability.
Items must be unworn, unused, unwashed, and in original condition with tags intact.

Product Information

Are your candles natural?

Yes. Our candles are made with 100% soy wax and essential oils.

Is your jewellery really waterproof and non-tarnish?

Our jewellery is crafted from 316L stainless steel with premium PVD coating, making it waterproof, sweat-resistant, and non-tarnish with proper care.
Longevity may vary depending on wear habits and care.

What fabrics do you use for apparel?

We work with natural-feeling, breathable fabrics selected for comfort, versatility, and everyday wear. Fabric details are listed on each product page.

Will colours and measurements be exactly the same?

Colours may vary slightly due to lighting and screen settings.
Measurements may vary by ±1 cm due to manual measurement.

Corporate & Custom Orders

Do you offer corporate gifting?

Yes. We provide bespoke corporate gifting solutions, including candles, jewellery, and curated gift sets for businesses, events, and special occasions.

Can I customise gifts or place bulk orders?

Absolutely. Customisation and bulk orders are available depending on quantity and timeline.
Please contact us to discuss your requirements.

Care & Safety

How do I care for my jewellery?

We recommend rinsing with clean water after exposure to salt or sweat and drying with a soft cloth.
Avoid harsh chemicals to maintain the finish.

Are your candles safe to use?

Yes, when used correctly. Always follow the candle safety instructions provided and never leave a burning candle unattended.

Contact & Support

How can I contact Velvet Essence?

For any questions or support, please reach out to us:

📧 velvet.essence@outlook.com
📞 +971 50 596 4089