FAQ's

  • Orders
  • Shipping
  • Returns & Exchanges

Orders

What payment methods do you accept?

We accept credit cards only: Visa, Mastercard, American Express, Discover, and JCB.

How can I edit my order after I payed?

Orders can only be changed if the items haven't shipped yet. We ship our orders the same business day (if ordered before 1pm EST) or next business day (if ordered after 1pm EST). Please contact our customer support with your request + order # immediately to attempt a change.

How do I use a discount code?

Discount Codes must be entered at the checkout page. You must press "Apply" to see the order total update. Discount codes or gift cards must be applied at time of checkout. We cannot adjust any prices after the order has been submitted.
NOTE: Only one code can be used on a purchase. Coupon codes cannot be applied to previous purchases, nor can they be retroactively applied after an order has been placed.

What does it mean to place a pre-order?

Pre-orders are items that are not currently in-stock, but that are expected to be available for purchase at a later date. If you submit a pre-order, the item will be reserved for you and mailed out as soon as the item is stocked in our warehouse. We will notify you via email at the time of shipment.

How do i check my order status?

Visit the Order Status page

I’m in love with something that’s out of stock! What can i do?

To be notified if an item is restocked: Enter your email address on the item’s page and click the “Notify Me” button.

Where are you located?

We are located in New York, NY.

I want to be a Velvet Caviar reseller! How do i place a wholesale order?

Please contact our wholesale team at sales@velvetcaviar.com

Is your site safe?

Yes! We use Shopify. All Shopify stores include a 128 bit SSL certificate that is used by the store shopping cart. In addition, Shopify's ecommerce hosting and software is Level 1 PCI compliant.

Shipping

Through what carriers do your orders ship?

Orders ship via USPS First Class, USPS Priority, or Fedex.

How soon will my order ship?

All orders submitted by noon (12:00 pm) EST will ship the same day. If the order is placed after 12PM EST, it will likely ship out the next business day.

Do you ship internationally?

Yes! Click HERE to see our International Order policy.

Returns & Exchanges

Do you accept returns?

  • Velvet Caviar must be informed of any returns or exchanges via email or phone before shipping out your item
  • Merchandise must be returned up to 14 days after the package arrives on your doorstep
  • Merchandise must be unused and in perfect condition to qualify for return or exchange
  • Merchandise must be accompanied by the original invoice and original packaging
  • Any merchandise marked "Final Sale" cannot be exchanged or returned
  • Jewelry cannot be exchanged or returned

We will gladly accept any regularly priced, clean, and unused pieces for exchange. For more about our policies, please visit the Exchange Policy page.

Did you receive my return/exchange yet?

You will receive an email notification when we process your return/exchange.

How do i use a discount code?

We accept credit cards only: Visa, Mastercard, American Express, Discover, and JCB.

I just sent back my original order and order another in exchange. Why hasn't my new item arrived yet?

We do not ship out newly ordered items until we receive the original item being exchanged.