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Frequently Asked Questions

The Her Velvet Vase Fashion Concept

Her Velvet Vase is co-owned by two sisters Clare and Mag. We’re backed by an amazing team consisting of different departments - customer service, marketing, customer loyalty, logistics, creative, merchandising and operations and we’re always striving to be the source of fashion. 

Our designs reflect our modern, classic take on tailored femininity and relaxed street fashion. At Her Velvet Vase, we think that to Look Good, Feel Good and Think Good, it’s important to make sure that Fashion and Lifestyle are always in the mix. 

We design and manufacture most of our apparel and are always striving to fill every girl’s dream wardrobe with our amazing apparel and share as much as we can about fashion and lifestyle so that with us, you’ll always have endless style options, fashion advice and lifestyle updates to help with expressing yourself and your personal statement! 

What ties us all wonderfully together? Without doubt, our unanimous love and obsession with fashion and the goal to create the best and most personalised shopping and fashion experience that complements each girl’s exclusive individuality! 

It’s incredibly simple! If you’re into receiving a gift each month, this is definitely something you want to look out for!

1) First up, choose your subscription
2) Let us know all about your mood for the month (are you feeling happy, edgy or even confused?), color and size preferences 
3) Made payment? You’ll get an introduction email right away to get you started 
4) It gets even easier from here … Sit back and wait for your surprise mood box to arrive

You'll also get a reminder email every month to select from a list of mood options. We change options pretty frequently to keep everything fun and very refreshing! 

More details including available subscriptions, mood options and terms and conditions can be found here.

Her Velvet Vase has launched the ultimate thank you program for all our lovely supporters. And we have a category for all customers - Silver, Gold and Platinum. Whether you've just joined us and fall into our budding love group or are one of our long-term and ultra-exclusive customers, we have something for you!

Check out the lovely membership tiers we have here!

For every $1 you spend with us, you get 1 HVV Point. Once you've hit 500 HVV Points, you automatically become an HVV Silver Member and you get a $10 Gift Certificate on us!

Find our what membership tier you’re on on your My Account Page.
For more information regarding our HVV Passport Membership Tiers, click here.

You've just bought an adorable outfit and we'd love to see you in it and hear your scoop on it!

Write us a review and earn 20 HVV Passport Points! 
If you've worn your HVV outfit out and would like to share it with us on Instagram, hashtag #hervelvetvase and #hvvgirl and receive another 50 HVV Passport Points!

From there, we'll either repost your outfit shot on our Facebook, Twitter, Instagram or blog to show off how beautifully you've worn your HVV outfit. Somewhere out there, you'll make someone's day! Because a girlfriend that's fretting about fit, size and quality is going to be incredibly grateful for your review!

Heaps of questions and doubts? Feel free to drop us a message and our personal stylist will get back to you as soon as possible with all the opinions and suggestions you'll need!

Purchasing from us and writing reviews aren't the only ways to earn points that can bump you up our membership levels! 

Refer a friend to Her Velvet Vase here. If your friend accepts the invitation, you receive 50 HVV Passport Points immediately. Encourage her (him is fine too!) to purchase an HVV outfit and both of you will receive a complimentary $5.00 Gift Certificate on us! 

We don't just want to share the love, we want to share heaps of luck as well!

HVV I'm Lucky! Cards are little thank-you goodies for our lovely customers that will be slotted at random into your purchase envelopes. The surprise card includes … Oh wait, shop with us today and you'll find out when you receive your package!

If you're going to give someone you love a gift card, make sure you live up to the awesomeness that you are, and gift hard!

Our cute gift e-cards are perfect for birthdays, anniversaries, special occasions or really, just when you want to share the love.

Placing an Order

Yes! By creating an account with us, you get to keep track of your purchase history, passport points and perks and wishlists. It also saves you a heap of time from having to fill in your address details for every order you place with us. 

Step 1: Create an account with us here!

Step 2: Add your favourite items to cart (Your items will be secured for 5 minutes while you browse other outfits!) and click on "CHECKOUT".

Step 3: Have a discount or promo code? Key it into the Promo Code box and click "APPLY". 

Step 4: To ensure efficient delivery of your parcel, remember to check your shipping and billing address as well as mobile number to make sure all details are correct. Select your preferred delivery method and check rates by clicking on "CLICK TO CALCULATE SHIPPING". 

Step 5: If you've accumulated 500 HVV Points, that makes you a Silver Member! You'll automatically receive a complimentary $10 gift certificate stored under your account. Remember to utilize your certificate before it expires!

Step 6: Select Payment Option. At the moment, we only accept payment from major credits cards via PayPal.

Step 7: Have any special requests? Note them down under "COMMENTS" and we'll try our best to fulfil them! Proceed by clicking on "REVIEW ORDER".

Step 8: If everything is good to go, click "SUBMIT ORDER" to complete your order!

Step 9: An automated email will be sent to you to confirm your order. 

Step 10: Thereafter, you should receive another automated email from us to confirm that we've mailed out your parcel!

Items in your cart will be reserved for 5 minutes while you browse our store. However your order will only be secured upon payment and receipt of your e-invoice! 

All orders are deemed confirmed and final upon checkout so it's always best to ensure that everything is checked and correct prior to placing your order!

However, we understand that accidental mistakes may occur from time to time and if you'd like to change your order, you may drop our Customer Care team via our Contact Us Page. This must be done no later than 1 hour from when the order has been placed!

To ensure that we don't get filtered to your spam, add hello@hervelvetvase.com to your contact list!

If you haven't received your invoice and it hasn't been redirected to your junk folder, please feel free to drop us a line right away via our Contact Us Page. We'll get back to you as soon as possible with your invoice!

Payment

We accept all major credit card payments including VisaMastercard and American Express via PayPal.

To select Credit Card Payment as your payment method, select "PayPal" during checkout. You will be automatically directed to our secure PayPal page. Once payment has been successfully transferred, you should receive an order confirmation email right away.

To view your Credit Note, log on to your My Account Page.

To utilize your Credit Note or Discount Code, key it in during your checkout process. The revised amount should be reflected. However, remember to utilize credits on an order that is of equal or higher value as remaining credits will not be credited back to your Her Velvet Vase account for future purchases. 

Please take note that all Credit Notes or Discount Codes automatically expire within 6 months from date of issue. If you would like to request for an extension, please contact our Customer Care team. 

Shipping

 

Free Standard Shipping on U.S. Orders over $150

You will receive your order anywhere between 5 - 9 business days from the date it is shipped (a heads up, not the date that it is placed!). After your payment has been verified, it may take up to two business days to process your order, this does not include weekends or holidays! 

You will receive a shipping notification email that will notify you of the carrier we've used to ship your order and the different tracking methods available for it. 

Shipping Method Cost Delivery Time
Standard Shipping $6.00 5 - 9 Business days
2 Day Shipping $13.00 2 Business Days

 

International Shipping Flat Rates (Canada & Rest of the World)

Her Velvet Vase is very proud to announce that we now offer a flat rate for Standard International Shipping! It costs $18.00 to send a standard package to Canada and the rest of the world. 

If you have specific questions related to shipping, please contact us at hello@hervelvetvase.com!

*Spend $250.00 in a single bill to receive FREE First Class International Mail!

Tracking numbers are available for all international modes of shipping. You will receive a shipping notification email that will notify you of the carrier we've used to ship your order and the different tracking methods available for it. 

Shipping Method Cost Delivery Time
First Class International Mail $18.00 12 - 15 Business days
Priority International Mail $45.00 6 - 10 Business Days
Priority International Mail Express $50.00 3 - 5 Business Days

 

 



Once we've received your order, two notifications will be sent out to you: 

1) That we've confirmed your order 

2) When we've shipped out your order 

This should take up to 2 business days. 

You will receive your order anywhere between 5 - 9 business days from the date it is shipped (a heads up, not the date that it is placed!). After your payment has been verified, it may take up to two business days to process your order, this does not include weekends or holidays.

You will receive a shipping notification email that will notify you of the carrier we've used to ship your order and the different tracking methods available for it. 

Shipping Method Cost Delivery Time
Standard Shipping $6.00 5 - 9 Business days
2 Day Shipping $13.00 2 Business Days

In the event that you do not receive your parcel within the stipulated time-frame, please feel free to contact our Customer Care team via our Contact Us Page and we will be more than happy to assist you with tracking of your parcel.

Returns

At Her Velvet Vase, we pride ourselves on providing a personable and intimate shopping experience. This extends to our strict quality control and checks when mailing our products out to their new homes. 

In the event that you need to return a product you have purchased with us, please review the following policies:

  • Returns are accepted for the following reasons:
    1. Incorrect Items
    2. Defective Items
    3. Issues with size/fit
  • Returns are only accepted within 28 days of receiving your original order.
  • Please note all Gift Cards, E-Gift Certificates, and sale merchandise are not eligible for exchange, returns or refunds; unless received damaged, defective, or are incorrect item(s).
  • For hygiene reasons, we do not accept refunds or returns for earrings, ear cuffs, hair accessories, makeup and intimate wear (including shape wear, bodysuits and swimwear).
  • Footwear returns must include original shoe box.
  • Merchandise must be in original condition, unwashed and must have all tags and hangtags attached.
  • Item Exchanges will only be entertained (1) time per apparel across all reasons.
  • Original postage of the item is non-refundable.
  • Return shipping is at the buyer’s expense.

 

HOW TO RETURN

To request a returns form, please drop us a line via our Contact Us Page.

  • Securely pack your merchandise in a box or envelope of your choice. Place the printed Return Label on the outside of your package. Please note that the Return Label is not pre-paid, therefore, you will be responsible for the return shipping cost. In addition, return shipping is non-refundable; unless you received damaged, defective, or wrong item(s). 
  • Returns/Refunds/Exchanges will be processed within 7-10 business days of acknowledgment. 
  • Goods are your responsibility until they reach our warehouse - Please ensure that they are properly wrapped up and not susceptible to damage!
  • All returns will be inspected upon receipt at our warehouse.

 

FAILED DELIVERIES

If your parcel is returned to us for the following reasons, you will be required to transfer an additional amount necessary to resend your parcel to you:

  • Unclaimed
  • Incorrect/Insufficient address
  • Moved or Invalid Name/Company
  • Refused/Failed attempt to deliver
  • PO Box Closed
Pending / Sold Out Items

Leave your email address in the "Waiting List" notification box that should appear on the product page. In the event that we restock the design, we'll contact you right away!

My Account Details

Click on "Forgot your password?" on our login page and your new password will be sent to you shortly!

Sign on to your account here and click on "My Account" on the top of the page to view all relevant account details.

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