CUSTOMER ASSURANCE
Returns & Exchanges
LAST UPDATED: JULY 2026
At VelvettScents, we craft premium, long-lasting fragrance collections with absolute precision. Because of strict hygiene and sanitary protocols surrounding fine perfumes, we maintain refined standards for our return and exchange procedures to protect all our customers.
1.Eligibility for Exchange
Exchanges are exclusively accommodated if your fragrance arrives damaged, leaked, or incorrect due to transit handling. To qualify for an exchange, the product must remain entirely unused, unopened, and sealed perfectly within its original luxury box packaging.
2.The 48-Hour Concierge Window
Any transit discrepancy or damage must be reported to our customer care within 48 hours of delivery. We kindly request that you share clear photographic or video evidence of the unboxing experience to help our team expedite your replacement seamlessly.
3.Refund Parameters
Due to the intimate nature of personal fragrances, we do not offer cash refunds or returns for a change of mind or personal scent preference. In the rare event that a verified production error occurs and a direct replacement is unavailable, a secure bank transfer will be processed within 7 working days.
4.Return Logistics & Delivery
Once a transit damage claim is formally approved, VelvettScents will entirely manage and cover the complimentary reverse courier arrangements. For any other validated exceptions, return shipping is our fulfillment house's responsibility to our customer.
5.Product Testing Guidelines
We recommend reviewing the detailed notes and scent profiles described on our digital boutique before finalizing your purchase. Once the protective outer wrap of the perfume bottle is broken, it falls outside our exchange parameters due to hygiene standards.
6.Assistance & Custom Support
Our concierge team is always available to guide you through your olfactory journey. If you face any ambiguity regarding an order, delivery status, or technical preference, simply reach out via our official communication channels for instant personalized care.