Shipping & Returns
Everything you need to know about delivery and returns
Shipping
Shipping Methods & Costs
Free Shipping: Orders over €150 within Austria and €250 within the EU
Processing Time
Orders are processed within 1-2 business days. You'll receive a tracking number via email once your order ships. All shipments are fully insured and require a signature upon delivery.
Customs & Duties
For orders outside the EU, customs duties and taxes may apply upon delivery. These charges are the responsibility of the recipient and are not included in our shipping costs.
Returns
30-Day Return Policy
We want you to love your purchase. If you're not completely satisfied, you can return any item within 30 days of delivery for a full refund or exchange.
How to Return
- 1.Contact us at hello@velvetthreads.com with your order number
- 2.We'll send you a prepaid return label (EU only)
- 3.Pack the item securely in original packaging
- 4.Drop off at your nearest post office
- 5.Refund processed within 5-7 business days of receiving your return
Return Shipping Costs
Returns are free for customers within the EU. International customers are responsible for return shipping costs unless the item is defective or we made an error.
Exchanges
We're happy to exchange items for a different size or color (subject to availability). Contact us to arrange an exchange, and we'll ship the new item as soon as we receive your return.
Exchange shipping is free within the EU. The same return conditions apply to exchanges.
Damaged or Defective Items
We carefully inspect all items before shipping, but if you receive a damaged or defective item, please contact us within 48 hours of delivery at hello@velvetthreads.com.
Include photos of the damage and your order number. We'll arrange for a replacement or full refund, including return shipping costs.