Refund policy

Last updated: October 3, 2026

We want every gift to feel special. For help with a return, cancellation or order issue, contact hello@velvetmilestone.com with your order number.

Standard returns

You may request a return of an eligible, non-personalized item within 30 days of delivery. Items must be unused, unworn, in their original condition and packaging, with proof of purchase. Contact us before sending anything back. We will provide the correct return destination and a return label for approved eligible returns. There is no return-label fee or restocking fee.

Original shipping charges are not refundable for a change-of-mind return. If an item is defective, damaged or incorrect, we will arrange an appropriate remedy and cover necessary return shipping; any refund will include applicable shipping charges as required by law.

Personalized items and other exclusions

Items made to your specifications, including engraved, monogrammed or custom-printed gifts, cannot be returned solely because you change your mind. Gift cards and items clearly marked final sale before purchase are also excluded from change-of-mind returns. These exclusions do not limit your rights if an item is faulty, damaged, incorrect or otherwise does not meet the order description.

Please check names, spelling, dates, sizing and uploaded artwork carefully before ordering. Corrections cannot be guaranteed after production begins. Errors in the details supplied by the customer are not grounds for a change-of-mind refund once the item has been produced. If we or the maker make an error, contact us so we can resolve it. A design proof is included only when explicitly offered for that product.

Damaged, faulty or incorrect gifts

Please inspect your order and contact us promptly if something is wrong. Include your order number and, when possible, photos of the item and packaging. Keep the packaging while we investigate. We will work with the maker to arrange a replacement, repair or refund as appropriate. You do not need to contact the supplier yourself.

Refunds and exchanges

We will notify you when a returned item has been received and reviewed. Approved refunds are issued promptly to the original payment method. Your bank or payment provider may take additional time to post the credit. Contact us if an expected refund has not appeared. For a different item, request a return first; we will explain the available exchange or replacement options.

Cancellations

Email us as soon as possible if you need to cancel or change an order. We will attempt to stop fulfillment, but cannot guarantee a change after preparation, custom production or shipment has begun. If an order has shipped, the applicable return terms apply. This does not limit cancellation or refund rights required by law, including rights when an order cannot ship within the applicable timeframe.

Your statutory rights

This policy does not exclude or reduce any mandatory consumer rights. If your local law gives you a longer return period, a cancellation right or another remedy, those rights apply.