How do I contact someone about my order?
Questions will only be answered about existing orders via our email address: firstname.lastname@example.org
If you DM or message via Instagram or Facebook your message will be directed from our social media directors to email email@example.com.
When will my package ship?
All orders of in stock items will be processed 24-72 hours from time of placement (excluding weekends). With the exception of new collection releases, holidays and sales. Due to order volume orders will take longer to process. With releases & sales please expect a fulfillment time of up to 2 weeks.
We ship using USPS First Class Mail. All US orders $100 and over will receive free shipping. Velvet Fawn is not responsible for items delayed by USPS, items returned to us by the USPS or wrong address given at time of checkout.
Shipping insurance is available to purchase and covers damages by the freight company (USPS or UPS) or delays. Delays on your order are considered the following:
USPS: 25 days after warehouse dispatch
UPS Ground: 10 days after warehouse dispatch
If you have purchased shipping insurance you must file a claim in order for that claim to be processed. If your order does not meet the above criteria on dispatch it will be denied or put on hold until it is deemed lost.
Office Hours: PLEASE note that orders are processed MONDAY thru FRIDAY 8-2PM EST. USPS collection is at 2pm EST. NO orders will be processed on Saturday, Sunday and Holidays.
Can I change my shipping address on my order?
Once an order is placed we are unable to change any address on the order.
Wrong address on orders:
Velvet Fawn is not responsible for incorrect shipping address put in at time of checkout.
UPS GROUND SHIPPING:
UPS Ground shipping is available upon checkout. Please note that the time frame that the system generates is an estimated transit time frame. This time frame does NOT include fulfillment. UPS Ground orders are packed and fulfilled within 24-48 hours after ordering EXCEPT when placed on a Friday, weekend, holiday or release. Orders placed on Friday will ship during normal business hours on Monday.
How do I know the status of my order?
A conformation email will be sent directly to the email provided upon placing an order with Velvet Fawn.
Once processing has begun you will then receive an email with all of your tracking info. You can check your order by logging onto your Velvet Fawn account or by tracking your package with the carrier provided.
Please note the USPS First Class and Priority are ETA ONLY, these delivery dates are not guaranteed by the postal service. Velvet Fawn is not responsible for delivery delays caused by unforeseen circumstances, weather, human error by the postal department, etc.
How do I file a shipping claim?
Please note the following is for orders that have shipping protection purchased on their orders. If an order does NOT have shipping protection on the order we are unable to file a claim, refund or re-dispatch an order.
If you have purchased shipping insurance you will need to file for a shipping claim here: FILE CLAIM
Once your claim ticket is accepted an open investigation will begin.
If your package was shipped via USPS a claim ticket must be opened by the customer if the package states "delivered" and/or is damaged upon arrival.
If your package was shipped via UPS a claim ticket must be opened by the customer if the package states "delivered" and/or is damaged upon arrival.
If your package has been fulfilled and is failing to move in the USPS system and/or the UPS system within 5 business days of fulfillment an investigation will be opened with the shipping carrier. If the package is deemed "lost" by the shipping carrier your order will be filled again or a refund will be processed.
Our system will not allow us to refund or dispatch any new items until the investigation process is over by USPS and/or UPS. This can take up to 30 business days.
Please note that suspected theft is not covered by shipping insurance. In this case a police report will need to be opened with your local law enforcement.
Please note that if a package is moving in the USPS system and or UPS system but is taking longer than expected to arrive due to reasons by the shipping carrier a shipping claim will be denied.
How do I wash my garment?
All of our garments are made with a lot of love and colors care so they require a little more love and care. Please wash on COLD, inside out and on delicate. Lay flat and/or hang dry. Velvet Fawn is not responsible for damages due to lack of garment care upon washing. This includes: fading of colors, bleeding of colors, buttons and/or leather coming off. Popped embroidery threads, rips or tears. We conduct many wash test prior to production on all items and ensure each piece will hold up in washing if the care instructions are followed properly.
Instagram: @shopvelvetfawn @buckbrothers
Facebook: @velvetfawn @buckbrothersclothingco "Velvet Fawn VIP"
Facebook BST Groups:
- Items sold by customers as second hand items: Velvet Fawn is not responsible for the condition of these items.
***Velvet Fawn is independently owned and reserves the right to block any social media user who shows signs of harassment, foul language, uses Velvet Fawn photos which are copyrighted (other than for the use of our wholesale vendors), and/or other various reasons that threaten Velvet Fawn or any of our clients.
Sales & Codes:
Discount codes have expiration dates unless otherwise noted. We will honor a discount code for the purchase within the time limits of the code. If a code is expired it cannot be used.
Discount codes can be used on any item unless otherwise stated.
Sales are announced at random. Sale prices cannot be applied to previous purchased orders. Sale items are final sale.
Veteran/Military discounts. We do offer Veteran discounts. If you are a Veteran/Active Military please email: firstname.lastname@example.org a picture of your Veteran/Military ID and we will create a code for you to use upon your check outs. Veteran/Military discount is 10% on all orders. The shipping address and name must match the name and address stated on the ID. (Military codes not valid on sale items and pre order items)
SMS/Email Subscribe Codes:
You will receive 10% off your first order. All new subscriber codes have a usage window of 6 calendar days. We cannot reissue or re-email/text your code to you once sent.