Days to Return
Measured from the date your order is delivered.
CUSTOMER CARE
Returns & Exchanges
We want every Velvet Noir piece to feel right. If it is not quite the one, our customer care team is here to make the next step clear.
OUR PROMISE
A considered, discreet return experience.
Eligible items may be returned within 30 days of delivery. Products must be unworn, unwashed, free from fragrance or cosmetic marks, and returned with all original tags, hygiene liners, accessories, and packaging intact.
Please contact us before sending anything back. Returns sent without prior authorization may take longer to process.
Original Condition
Unworn, unwashed, tagged, and carefully repacked.
Discreet Support
Private, respectful help from our customer care team.
ELIGIBLE RETURNS
What can be returned
- Items requested within 30 days of delivery
- Unworn and unwashed pieces in original condition
- Products with tags and hygiene liners still attached
- Items returned with original packaging and accessories
HYGIENE & FINAL SALE
What cannot be returned
- Items showing wear, washing, fragrance, or cosmetic marks
- Products with removed tags, seals, or hygiene liners
- Opened panties, thongs, hosiery, stockings, or intimate accessories
- Gift cards, personalized pieces, and items marked Final Sale
Faulty items and rights required by applicable consumer law are not affected.
HOW IT WORKS
Four simple steps
Keep your order number close and we will guide you from request to resolution.
Request Your Return
Contact us within 30 days of delivery with your order number, the item you wish to return, and the reason for your request.
Receive Instructions
Our customer care team will confirm eligibility and send the return address and packing instructions.
Pack It Securely
Return the item with all tags, hygiene liners, accessories, and original packaging. We recommend using a tracked service.
Inspection & Refund
Once received, your return is inspected. Approved refunds are issued to the original payment method within 5–10 business days.
THE DETAILS
Refunds, exchanges & delivery
Refunds
Approved refunds are returned to the original payment method. Your bank or card provider may require additional processing time before the funds appear.
Exchanges
For the fastest size or style change, return the original item and place a new order. This helps secure your preferred item before it sells out.
Return Shipping
Return postage is the customer’s responsibility unless an item is faulty or we sent the wrong product. Original delivery charges are non-refundable.
International Orders
International returns must be sent with tracking. Customs duties, taxes, and import fees are not refundable by Velvet Noir.
DAMAGED OR INCORRECT?
We will make it right.
If your order arrives damaged, faulty, or different from what you ordered, contact us within 7 days of delivery. Include your order number and clear photos of the item and packaging so we can arrange the right resolution.
Please do not dispose of the item or packaging until our team has responded.
GOOD TO KNOW
Return questions
More information is available in our full customer care guide.
VISIT FAQ →Can I return a sale item?
Sale items may be returned when they meet the standard eligibility requirements, unless the product is clearly marked Final Sale.
Can I change or cancel my order?
Contact us as soon as possible. We will try to help before dispatch, but orders already being prepared or shipped cannot always be changed.
When will I receive my refund?
After inspection, approved refunds are issued within 5–10 business days. Your payment provider may need additional time to post the funds.
Do you offer direct exchanges?
We recommend returning the original item and placing a new order so your preferred size or style can be secured immediately.
READY TO START?
Let us help with your return.
Send us your order number and the item you would like to return. Our team will reply with the next steps.