At Velvet Ember, customer satisfaction is important to us. If you experience an issue with your order, please contact us and we’ll do our best to help.
Change of Mind
Due to the handmade nature of our products and for hygiene reasons, we do not accept returns or exchanges for change of mind.
Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of receiving your order.
Please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
If approved, we will offer a replacement, store credit, or refund where appropriate.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they are faulty:
- Lip gloss
- Body scrubs
- Lotions
- Soaps
- Hand sanitisers
- Other personal care products
Contact Us
If you have any questions about your order, please contact us through our website or by email, and we’ll respond as soon as possible.