Shipping policy
1. Order Processing Time
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All orders are processed within [2-3] business days.
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Orders are not shipped or delivered on weekends or holidays.
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If we are experiencing a high volume of orders (such as during a new collection launch), shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there is a significant delay in the shipment of your order, we will contact you via email.
2. Shipment Confirmation & Order Tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
3. Damages & Issues
The Velvet Loom is liable for any products damaged or lost during shipping. If you received your order damaged, please save all packaging materials and damaged goods, and contact our support team at vogueandloom@gmail.com within [48 hours] of delivery so we can file a claim and replace your item.
4. Incorrect Shipping Addresses
Please double-check your shipping address at checkout. We are not responsible for orders delivered to an incorrect address provided by the customer. If a package is returned to us due to an incorrect address, the customer will be responsible for the additional shipping fees to resend the package.
5. Missing Packages
If your tracking information shows that your package was delivered but you can't find it:
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Check with neighbors or building management.
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Wait 24 hours (sometimes carriers mark packages as delivered prematurely).
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Contact the carrier directly to open an investigation.