RETURN POLICY
Please read this section carefully to make sure you understand what our return policy is all about. If for any reason you have any questions, we urge you to contact our Customer Care Department to get your questions answered at: sales@velvetvyxen.com.
REGULAR RETURNS
If you are not totally satisfied with your purchase please, click on our Returns link and fill out the on line form. Our Customer Care Department will e-mail you an RA# (Return Authorization Number). The RA# must be written clearly and boldly on the return package or it will be returned to you at your cost. Please, do not make up a number as we use only specific #’s for this purpose.
If you need a different size or color and need it by a certain time may we suggest placing another order so that it will ship right out. Yes, you will TEMPORARILY have two billings on your charge card but as soon as we receive the original package with your RA# on it we will credit your account. Shipping costs for regular returns are not refunded.
We do require the copy of the original receipt that was received in your package.
The return must be sent to our address: Velvet Vyxen, P. O. Box 1775, 190 Center Street, Meriden, CT 06451.
When returning an item, be sure to send it using delivery confirmation, which will prove that it was shipped, while also allowing your return to be trackable. Velvet Vyxen is NOT responsible for any packages lost by the post office or any other shipping company.
Sorry, we DO NOT issue Call Tags or provide Return Shipping Labels.
Returns are typically processed within a week of when we receive the item back from you. However, during the Halloween and holiday seasons, (October thru January), this process may take three to four weeks. We only refund the price of the merchandise. All items must be returned with all shipping costs PRE-PAID. Velvet Vyxen is NEVER responsible for any shipping costs except where noted (see Incorrect or Damaged Items).
Sorry, but special order and/or custom items may not be canceled or returned.
Refunds will only be given in the original form of payment.
There are no exchanges on previously exchanged items.
INCORRECT OR DAMAGED ITEMS & REGULAR RETURNS
If we have sent an incorrect or not as described item or your item is received damaged or missing pieces please, click on our Returns link and fill out the on line form. Our Customer Care Department will e-mail you an RA# (Return Authorization Number). The RA# must be written clearly and boldly on the return package or it will be returned to you at your cost. Please, do not make up a number as we use only specific #’s for this purpose.
If you need the replacement item(s) by a certain time may we suggest placing another order so that it will ship right out. Yes, you will TEMPORARILY have two billings on your charge card but as soon as we receive the original package with your RA# on it we will credit your account. Shipping costs due to our error or defective merchandise will be refunded. Our customer service representative responding to your e-mail will let you know what we can do and the time frame in which we can do it. Regardless, we will respond promptly to your e-mail, usually within one business day or less.
We do require the copy of the original receipt that was received in your package. The return must be sent to our address: Velvet Vyxen, P. O. Box 1776, 190 Center Street, Meriden, CT 06451.
When returning an item, be sure to send it using delivery confirmation, which will prove that it was shipped, while also allowing your return to be trackable. Velvet Vyxen is NOT responsible for any packages lost by the post office or any other shipping company.
Sorry, we DO NOT issue Call Tags or provide Return Shipping Labels.
Returns are typically processed within a week of when we receive the item back from you. However, during the Halloween and holiday seasons, (October thru January), this process may take three to four weeks. We only refund the price of the merchandise. All items must be returned with all shipping costs PRE-PAID. Velvet Vyxen is NEVER responsible for any shipping costs except where noted (see Incorrect or Damaged Items).
Sorry, but special order and/or custom items may not be canceled or returned.
Refunds will only be given in the original form of payment.
There are no exchanges on previously exchanged items.
RETURN TIMEFRAMES
Please Note: Claims for damaged orders, or wrong or missing items received must be made on our Return link within 10 days from the receipt of your order. If you allow more than 10 days to go by after receiving your order before inspecting it and notifying us, we are sorry but there is nothing we can do.
Incorrect, damaged or missing piece returns received by us within 15 days from when you received the package are eligible for our full money back guarantee. We will gladly refund the purchase price and tax (if applicable) including the shipping charges. This process may take up to 10 business days to have the funds returned back to your account.
Items received 16 to 30 days after you received your order are eligible for store credit only. We will e-mail you a coupon that can be used on our website. If the whole amount is not used at one time the rest can be used on future shopping purchases.
Items received 30 or more days after you received your order are not eligible for return regardless of the reason. Therefore, all sales are non-refundable and non-returnable after 30 days. Items received back 30 days or more after your receipt of the item will be returned to the customer at the customer’s expense.
RETURN PRODUCT ELIGIBILITY
Items that are NEVER returnable are the following: anything edible or drinkable, any fragrances or toiletries including anything in the Velvet Vyxen For Lovers line, cosmetics including false eyelashes, wigs, special order items either designed by and or made to specifically fit the wearer, final sale and closeout items that have been permanently marked down.
The following items are returnable ONLY if they are in their un-opened and un-blemished original manufacturer’s packaging such that the item(s) can be re-sold in new condition: pantyhose, stockings, fancy socks, socks, underwear, thongs & panties, and anything in our lingerie section.
If you purchase any of the above listed items it is important you look at the item carefully to make sure it is what you ordered BEFORE opening the factory packaging. Once the packaging is opened, we cannot accept a return for the item. SORRY, NO EXCEPTIONS.
Items being returned must be in new sellable condition. This means the item(s) must be in the original packing or box with the tags still attached and not missing any pieces. Items that have been worn, soiled, show signs of wear, have perfume, tobacco or other foreign scents, damaged or in damaged packing will not be accepted for return and will be mailed back to the customer at their expense. Shoes and boots must be in the original box and in unworn condition for obvious reasons. In all cases Velvet Vyxen reserves the right to assess a 15% restocking fee. Velvet Vyxen shall make the sole determination as to whether or not an item meets its Return Product Eligibility and whether or not to assess a 15% restocking fee.
NON-DELIVERABLE OR REFUSED PACKAGES
Parcels that come back to us as undeliverable or are refused by the customer without first having received an RA# will only receive store credit and will have the return shipping and any other incurred costs by us deducted from their store credit.
International customers who refuse to pay the taxes and or duties or refuse the package will only receive store credit and will have the return shipping and any other incurred costs by us deducted from their store credit. Velvet Vyxen is NEVER responsible for international brokerage, taxes, duties or C.O.D. fees. Any additional fee(s) added to a shipment while crossing international borders, is set by the customer’s individual country and is the sole responsibility of the customer.
PLACING AN ORDER
Once an order has been placed no changes can be made to it. If something has been forgotten a new order will need to be placed.
For your convenience we accept, MasterCard, Visa, Discover, American Express, Paypal, and e-checks.
Pending payment authorization, we will ship your in-stock items. You may receive several shipments to complete the fulfillment of your order depending upon which warehouse they have shipped from.
We cannot ship to post office boxes.
We do not backorder items. We will do our best to mark an item out of stock as soon as we are informed. If it happens that an item on your order is either no longer available or temporarily out of stock we will immediately refund this amount including any possible portion of the shipping fee, if need be, and notify you by e-mail
GIFT CERTIFICATES
Yes, we offer gift certificates! This is a wonderful way to give a gift when you’re not sure what the person would like or they have mentioned our store as a favorite place to shop. It is also a convenient way to give many gifts to several friends or coworkers in one easy checkout. Gift certificates may be used with a coupon and on sale items. Gift certificates need to be redeemed within one year from the date of purchase. If the entire certificate is not used at once the amount left over may be used on future shopping. It’s always great fun to receive a gift certificate and be able to explore our site and look for your own hidden treasures!
COUPONS
Periodically, we will offer coupons in our magazine ads, and on line, or by e-mail so keep a look out in Gothic Beauty for our ads, check out our website, and watch for those cash saving e-mails!
OTHER IMPORTANT INFORMATION
Would you like to know when we have specials?! Join our E-mail List and we will be happy to keep you up to date! Please, note all e-mail addresses are always kept confidential.
Our customers are the greatest! Please, tell your friends about us and as always we will continue to perform out part with the highest in quality customer service and integrity.
CREDIT CARD FRAUD
Attempted credit card fraud will simply not be tolerated! We will report all attempts at fraud to the FBI’s Internet Fraud Complaint Center as well as notify the local authorities in the person’s jurisdiction.
