Check out our Frequently Asked Questions below. If you still need help please contact us.
Where do you ship from?
All items are shipped from our warehouse in Mandeville, Louisiana.
Where do you ship to?
We ship anywhere! International shipping rates will be calculated at check out.
How long does shipping take?
All orders of in stock items will be processed 24-72hours 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 1 week during the collection releases and sales.
How do I track my order?
Tracking will be sent to the email address input at the time of ordering.
What is shipping insurance?
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.
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.
Can I change my shipping address after ordering?
Once an order is placed we are unable to change any address on the order. Velvet Fawn is not responsible for incorrect shipping address put in at time of checkout.
How do I return an item?
You can begin that process here: https://velvetfawn.returnscenter.com/
How long does it take to process my return?
This does depend on how quickly you send the item back. Once it is received back to our warehouse and inspected you will be issued a store credit in the form of a gift card. We do not return to original form of payment. Please see terms and conditions.
Can I exchange for a different item?
You will be issued a store credit upon the arrival of your item. You may repurchase a new size with the store credit.
What is final sale?
Any items marked down from original MSRP are final sale items. In addition to the following items due to the nature of the item: swimwear, stuffed animals, hats, hair accessories, gift cards, nap mats, bedding sheets, bibs.
How do I care for my garments?
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.
Do you offer any discount codes?
SMS/Email Subscribe Codes: We offer a surprise discount code by signing up for our emails via the popup on our website.