Política de reembolso
Returns & Refunds
We want you to love your VelvetMoon purchase. If you're not completely satisfied, you can return it within 30 days of delivery.
Eligibility
- Items must be unused, in their original condition and packaging.
- For hygiene reasons, sleep masks that have been worn or washed cannot be returned.
- Please contact us before sending anything back so we can guide you through the process.
How to start a return
Email us at velvetmoonshop.online@gmail.com or get in touch through our contact page with your order number and the reason for your return. We'll reply with the next steps and the return address.
Refunds
Once we receive and inspect your return, we'll notify you and issue a refund to your original payment method. Refunds usually appear within 5–10 business days, depending on your bank. Original shipping costs are non-refundable, and return shipping is the customer's responsibility unless the item arrived damaged or incorrect.
Damaged or incorrect items
If your order arrives damaged or isn't what you ordered, contact us within 7 days of delivery with a photo and we'll make it right with a replacement or a full refund.