Refund and Return Policy

At Velvet Essence, we take pride in the craftsmanship and quality of our products. Each item is carefully inspected before dispatch, and we aim to ensure your satisfaction with every order.

However, due to the nature of our offerings, we kindly ask you to review the following policies regarding returns and refunds:

1. Non-Returnable Items

For hygiene and safety reasons, we are unable to accept returns on the following:

• Used or opened soy wax candles or reed diffusers

• Worn or used jewellery items

Please ensure you review product details carefully before purchasing. If you have any questions prior to ordering, feel free to reach out.

2. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us within 3 days of delivery. To process your claim:

• Send clear photos of the item(s) and packaging

• Include your order number and contact information

• Email: velvet.essence@outlook.com or WhatsApp: +971 50 596 4089

We will assess the issue and, if eligible, arrange a replacement or issue a refund.

3. Custom & Gift Set Orders

Custom orders and personalised gift sets are non-refundable unless the item is damaged upon delivery. Deposits paid for custom or bulk orders are non-transferable once production has begun.

4. Refund Processing

Approved refunds will be issued to your original payment method within 5–10 business days, depending on your bank or provider. For in-person payments via Ziina or cash, we may issue the refund via bank transfer or store credit.

5. Exchanges

We do not offer direct exchanges. If you require a different item, please place a new order once your refund (if applicable) has been processed.

Need Help?

If you have questions about your order, contact us at:
📧 velvet.essence@outlook.com
📞 +971 50 596 4089

We’re here to help and ensure your Velvet Essence experience is a positive one.