Shipping Policy

This Shipping Policy ("Policy") describes the terms and conditions under which we process, dispatch, and deliver orders placed through our online store. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set out below. This Policy applies to all orders and all destinations we serve, unless expressly stated otherwise. We encourage you to review this page periodically, as the terms described herein may be updated from time to time in accordance with Section 15 of this Policy. If you have any questions regarding any provision of this Policy, you are welcome to contact our customer support team at hello@velvetgang.com before placing your order.

1. Order Processing and Verification

All orders are subject to processing, payment verification, and stock confirmation prior to dispatch. Under normal circumstances, orders are processed within one (1) to three (3) business days from the date on which the order is placed and payment is successfully received. For the purposes of this Policy, business days are defined as Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays will enter the processing queue on the next applicable business day. Please note that the order processing period is separate from, and in addition to, the estimated delivery time, and commences only once payment has been confirmed. In certain cases, additional verification may be required before an order can be released for fulfillment, which may extend the processing period; where this applies to your order, we will contact you using the details provided at checkout.

2. Order Confirmation and Modifications

Upon successful placement of an order, you will receive an order confirmation by email to the address provided at checkout. It is your responsibility to review this confirmation carefully and to notify us promptly at hello@velvetgang.com of any errors, including but not limited to errors in the shipping address, recipient name, contact details, or item selection. Requests to modify or correct an order can only be accommodated before the order has been dispatched. Once a tracking number has been created and the package has left the fulfillment facility, we are unable to modify the shipping address, redirect the package, or otherwise alter the shipment.

3. Shipping Methods and Carriers

We work with a network of established international and domestic shipping carriers to deliver orders to our customers. The shipping methods available for your order will be displayed at checkout and may vary depending on the items purchased and the destination country. We reserve the right to select or substitute carriers of an equivalent service level at our discretion in order to ensure the most reliable delivery of your order.

4. Shipping Fees

Shipping fees are calculated on the basis of the shipping method selected at checkout and the destination of the order, and may additionally vary depending on the nature, weight, and dimensions of the items purchased. The applicable shipping information for each item is displayed on the relevant product description page, and the total shipping cost for your order is displayed at checkout prior to the completion of your purchase. The shipping fee presented at checkout is the final shipping fee applicable to your order.

5. Customs, Duties, and Import Taxes

Orders shipped internationally may, in certain circumstances, be subject to import duties, customs fees, value-added taxes, or other charges levied by the authorities of the destination country. Where applicable, such charges are determined solely by the relevant customs authority, are not included in our product prices or shipping fees, and are the responsibility of the recipient. We have no control over whether such charges are applied or over their amount, and we are unable to predict them in advance. For further information, we recommend contacting your local customs office prior to placing your order.

6. Estimated Delivery Times

Delivery times vary depending on the shipping method selected at checkout and the destination of the order. Notwithstanding the foregoing, approximately ninety-five percent (95%) of our orders arrive within ten (10) days of the ship date. Estimated delivery windows for each item and destination are displayed on the product page and at checkout. All delivery estimates are calculated from the date on which the tracking number for the order is created — that is, the date on which the package is dispatched — and not from the date on which the order is placed. Delivery estimates are provided in good faith on the basis of typical carrier performance; they are estimates only and do not constitute a guaranteed delivery date, except as expressly provided under the On-Time Delivery Guarantee set out in Section 9 of this Policy.

7. Order Tracking

Every order includes tracking. As soon as your package is dispatched, we will send an email to the address provided at checkout containing your tracking number, which allows you to follow the progress of your delivery from the fulfillment facility to your door. Please note that tracking information may take up to several days to populate or update after the tracking number is first created, and that updates may appear less frequently while a package is in transit between carrier facilities or between countries. If your tracking information has not updated for an extended period, you are welcome to contact us at hello@velvetgang.com and we will look into it on your behalf.

8. Partial Shipments

Where an order contains multiple items, those items may, at our discretion, be dispatched in separate packages and may arrive on different dates. Where an order is shipped in multiple packages, each package will be assigned its own tracking number, and you will receive tracking details for each shipment. You will not be charged any additional shipping fees as a result of an order being split into multiple shipments. The guaranteed delivery windows described in Section 9 apply to each package individually, calculated from the date on which the tracking number for that package is created.

9. On-Time Delivery Guarantee

We stand behind our delivery times. If your order does not arrive within the applicable guaranteed delivery window set out in this Section, you will be entitled to a full refund. All guaranteed delivery windows are calculated from the date on which the tracking number for your order is created, which corresponds to the date on which your package is dispatched from the fulfillment facility.

For orders shipped to the United States, Canada, countries within Europe, and New Zealand, the guaranteed delivery window is thirty (30) days from the date on which the tracking number is created. For orders shipped to destinations in South America, the Middle East, India, and Africa, the guaranteed delivery window is sixty (60) days from the date on which the tracking number is created. If the total shipping time for your order exceeds the applicable guaranteed delivery window, you may contact us at hello@velvetgang.com, quoting your order number, and we will process a full refund, subject to the adjustments and exclusions described in Sections 10, 11, and 12 of this Policy.

10. Peak Season and High-Volume Periods

During periods of exceptionally high shipping volume — including but not limited to Black Friday, Cyber Monday, and the Christmas and year-end holiday season — shipping carriers process an extraordinarily large number of packages with limited capacity, and transit times across the entire industry are affected accordingly. During such periods, the guaranteed delivery windows described in Section 9 may be extended; by way of example, a thirty (30) day window may be extended to forty (40) days. Where such an extension applies to your order, we will notify you in advance by email so that you are fully informed and your interests are protected.

11. Events Beyond Our Control

In rare circumstances beyond our reasonable control — including but not limited to epidemics, pandemics, natural disasters, severe weather events, industrial action, governmental restrictions, or major disruptions affecting shipping carriers or international logistics networks — delivery timelines may be affected and the applicable delivery windows may differ from those set out in Section 9. Where such circumstances arise, we will keep you informed by means of email notifications and on-site announcements. We ask that you monitor your inbox, including your spam or junk folder, for any such communications relating to your order.

12. Delays Not Covered by the Guarantee

The On-Time Delivery Guarantee does not apply where a delivery delay is caused by circumstances attributable to the recipient rather than to us or to the shipping carrier's ordinary transit performance. Such circumstances include, without limitation, delays arising from an incomplete, incorrect, or insufficient shipping address provided at checkout; packages that remain unclaimed at a carrier facility, post office, or designated pickup point; and failed delivery attempts resulting from the carrier's inability to reach or contact the recipient using the address or contact details provided. In such cases, no refund will be issued under the Guarantee. For this reason, we strongly encourage all customers to double-check their shipping and contact details at checkout and to monitor their tracking information regularly once the order has been dispatched.

13. Address Accuracy and Failed Deliveries

It is the responsibility of the customer to provide a complete and accurate shipping address, including any apartment, unit, suite, or building numbers where applicable, together with valid contact details, at the time of checkout. Where a package cannot be delivered or is returned to the sender as a result of an address error, a refusal of delivery, or a failure to claim the package within the carrier's holding period, we will contact you using the details provided at checkout in order to discuss the available options for your order.

14. Packages Marked as Delivered

If your tracking information indicates that your package has been delivered but you have not received it, we recommend that you first check around your delivery location, including mailrooms, porches, side entrances, and any other areas where packages are commonly left; confirm whether another member of your household, a neighbor, or a building manager may have accepted the package on your behalf; and contact the carrier or your local post office, as packages are occasionally scanned as delivered shortly before they physically arrive. If the package still cannot be located, please contact us at hello@velvetgang.com and we will assist you in investigating the matter with the carrier.

15. Changes to This Policy

We reserve the right to update, amend, or otherwise modify this Policy at any time and at our sole discretion. Any changes will take effect upon publication of the revised Policy on this page, and the date of the most recent revision will be indicated at the top of this page. The version of this Policy in effect at the time your order is placed will apply to that order.

16. Contact Us

If you have any questions regarding this Policy, the status of an order, or shipping more generally, please contact our customer support team by email at hello@velvetgang.com, quoting your order number where applicable. We typically respond to all inquiries within 24–48 hours.