Frequently Asked Questions (FAQ)

Welcome to Velvettrenchvibes. Below you’ll find answers to common questions about our products, orders, shipping, returns, refunds, privacy, and customer support.

1. What is Velvettrenchvibes?

Velvettrenchvibes is an online home and lifestyle store offering carefully selected products designed to bring comfort, style, and practicality to your living space.

Our current product categories include:

  • Pillows & Throws

  • Bedding

  • Home and lifestyle products

2. Where do you currently ship?

We currently ship within the United States only.

International shipping is not available at this time.

3. How much does shipping cost?

We offer free shipping on all U.S. orders.

There is no additional standard shipping charge for eligible orders shipped within the United States.

4. How long does order processing take?

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

Orders are not normally processed or shipped on weekends or major U.S. holidays.

5. How long does delivery take?

After processing, orders typically arrive within 7–12 business days.

The estimated total delivery timeframe is approximately 8–15 business days from the date of purchase.

Delivery times are estimates and may occasionally be affected by weather, holidays, carrier delays, high order volumes, or other circumstances outside our control.

6. How can I track my order?

Once your order has been shipped, we will send you a shipping confirmation email containing your tracking information.

You can use the tracking details to follow the progress of your shipment.

7. What should I do if I entered the wrong shipping address?

Please contact us as soon as possible at support@velvettrenchvibes.com if you notice an incorrect or incomplete shipping address.

Once an order has already been processed or shipped, we may not be able to change the delivery address.

Customers are responsible for providing accurate shipping information during checkout.

8. What should I do if my package is delayed or lost?

If your package is significantly delayed or appears to be lost during transit, please contact our customer support team.

We will work with the shipping carrier to investigate the shipment and help determine an appropriate resolution.

9. What should I do if my order arrives damaged, defective, or incorrect?

Please contact us within 7 days of delivery at support@velvettrenchvibes.com.

Please provide:

  • Your order number

  • Clear photos or video showing the problem

  • Photos of the product packaging

  • A brief description of the issue

After reviewing your claim, we may provide a replacement, refund, store credit, or another appropriate resolution.

If a return is required for an approved damaged, defective, or incorrect item, Velvettrenchvibes will cover the return shipping cost.

10. What is your return policy?

We accept eligible returns within 30 days of delivery.

The 30-day return period begins on the date the shipping carrier confirms that your order was delivered.

To start a return, contact us at support@velvettrenchvibes.com before sending the product back.

11. What condition must an item be in to qualify for a return?

Eligible returned products must generally be:

  • New and unused

  • In their original packaging

  • In the same condition in which they were received

  • Complete with original accessories, manuals, tags, and included parts

Both defective and non-defective products may be eligible for return when they meet the requirements of our Return & Refund Policy.

12. Are any items non-returnable?

Certain products may not qualify for return because of hygiene, safety, personalization, or condition requirements.

Examples may include:

  • Bedding that has been opened or used

  • Used products that are no longer in resalable condition

  • Personalized, customized, engraved, or made-to-order products

  • Products marked Final Sale at the time of purchase

  • Products damaged through misuse, improper care, normal wear and tear, accidental damage, or unauthorized repairs

If you are unsure whether your product qualifies for a return, please contact us before mailing it back.

13. Who pays for return shipping?

For returns due to change of mind, buyer’s remorse, incorrect size or color selection, or ordering the wrong product, the customer is responsible for return shipping costs.

For approved returns involving damaged, defective, or incorrect products, Velvettrenchvibes will cover the return shipping cost.

14. How do I start a return?

Email us at support@velvettrenchvibes.com with your order details and reason for the return.

Once your return is approved, we will provide the applicable return instructions.

Please do not send a product back without contacting us first, as unauthorized returns may not be accepted.

15. Where should approved returns be sent?

Approved returns should be mailed to:

Velvettrenchvibes Returns
1209 Mountain Road Pl NE
Albuquerque, NM 87110
United States

Please contact us before shipping your return so we can confirm the return details and provide any necessary instructions.

16. How long does it take to receive a refund?

Once we receive and inspect your returned product, we will notify you by email regarding your refund status.

If approved, the refund will be issued to your original payment method within 10 business days.

Your bank or payment provider may require additional time to post the refund to your account.

17. What should I do if I haven't received my refund?

If more than 10 business days have passed since your refund was approved:

  1. Check your bank or payment account.

  2. Contact your card issuer or payment provider.

  3. Contact us at support@velvettrenchvibes.com if the refund is still not showing.

18. Do you offer exchanges?

Yes. We accept exchanges for eligible products when replacement inventory is available.

If you would like a different color, variant, or replacement product, contact us at support@velvettrenchvibes.com.

If the requested replacement is unavailable, we may offer a refund or store credit where appropriate.

19. Can I cancel my order?

You may request an order cancellation within 24 hours of placing your order.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

If the order has already shipped, you may request an eligible return after delivery according to our Return & Refund Policy.

20. What happens if my order is refused or undeliverable?

If an order is refused, unclaimed, or returned because of an incorrect address, unavailable recipient, or unsuccessful delivery attempts, we will review the situation once the package is returned to us.

Additional shipping charges may apply if you request reshipment.

Any applicable carrier fees may also affect the refundable amount.

21. Is my payment and personal information secure?

We take reasonable measures to protect customer information.

Our Shopify-powered website uses secure technologies, including SSL encryption, to help protect information transmitted through our website and checkout.

Payment information may also be securely processed by Shopify and other authorized payment service providers.

22. What personal information do you collect?

Depending on how you use our website, we may collect information such as:

  • Name

  • Email address

  • Phone number

  • Billing and shipping addresses

  • Order and transaction information

  • Account information

  • Customer support communications

  • Device and browser information

  • Website usage information

For complete details, please review our Privacy Policy.

23. Do you use cookies?

Yes. We may use cookies and similar technologies to operate our website, remember preferences, understand website activity, improve functionality, and support analytics and advertising.

You can manage cookies through your browser settings.

24. Can I request access to or deletion of my personal information?

Depending on where you live and applicable privacy law, you may have rights to:

  • Access your personal information

  • Request correction of inaccurate information

  • Request deletion of certain information

  • Request data portability

  • Opt out of certain targeted advertising, sale, or sharing where applicable

  • Unsubscribe from promotional communications

To submit a privacy request, contact support@velvettrenchvibes.com.

We may need to verify your identity before completing certain requests.

25. Who powers the Velvettrenchvibes online store?

Our online store is hosted and powered by Shopify.

Shopify provides the technology that allows us to operate our website, manage orders, and securely process customer transactions.

26. How can I contact Velvettrenchvibes?

If you have questions about an order, product, return, refund, privacy request, or any other issue, please contact us.

Store Name: Velvettrenchvibes
Email: support@velvettrenchvibes.com
Phone: +1 (609) 418-2075
Address: 1209 Mountain Road Pl NE, Albuquerque, NM 87110, United States

27. What are your customer support hours?

Our customer support hours are:

Monday–Friday: 9:00 AM – 5:00 PM Pacific Time (PT)
Saturday–Sunday: Closed

We aim to respond to customer inquiries within 24 hours.