Returns

RETURNS

Unsure? No worries. We have a return window of 7 days (SG Online Orders) or 14 days (International Orders) from date of receipt to request a return.

Returns Process

Step by Step Returns Process


Regardless of return reason, please do not skip any of the following steps as this may result in your Returns being rejected.

  1. Contact our Customer Service team at hello@hervelvetvase.com.sg within 7 working days of receiving your parcel to receive approval for the item/s you are intending to return.
  2. Upon approval, a Returns Form will be sent to you.
  3. Once the form has been completed, you will receive an email with instructions to return your item/s.
  4. Upon receiving your parcel, our Returns team will review the item/s before sending you a confirmation.
    • Returns via shipping or office drop-off, please allow our team up to 7 working days to get back to you.
    • Returns via store drop-off, please allow our team up to 10 - 12 working days to get back to you.

Returns for Online Orders

I’ve ordered online – What is eligible for return?

  1. Items that don't fit well - we’d be happy to accept your return in exchange for store credits only. However, please note that: 
    • All steps as listed in our Returns Process above must be adhered to
    • A $2.00 processing fee will be deducted from each returned product.
    • You will not be reimbursed for the original shipping fee.
    • We will not be responsible for return postage costs.
    • Store credits are only eligible for 3 months and are non-extendable/non-transferable.
    • All items must be sent back to us in their original condition,
      • In the same plastic packaging it arrived in
      • Unworn, unwashed, unscented and unaltered 
      • With all original HVV labels and tags fully intact 

  2. Items that are incorrect or defective - we'd be happy to arrange for a 1-1 exchange. Please reach out to our customer service team at hello@hervelvetvase.com.sg to arrange for this.

  3. The following items are final sale and are not eligible for returns:
    • All orders made with a discount, promo code, voucher and/or store credit including items that are available via “Bundle” deals and sale items.
    • All intimates and accessories including swimwear, shapewear, adhesive bras, jewellery, bags and shoes. 

Returns for Retail Purchases

I’ve ordered in store – What is eligible for return?

  1. Returns or refunds are not eligible for retail orders
    • Please inspect all merchandise thoroughly before making payment in store 

  2. Exchanges are accepted for size and color provided,
    • Items are regular-priced
    • Exchanges are done within 7 working days from date of purchase
    • All original tags are intact
    • Please bring along your original receipt
    • Please also note that we are unable to process a size exchange if your desired size is no longer available

  3. Sale items including promotional/bundle items are strictly not eligible for returns or exchanges and
    • Please inspect all merchandise thoroughly before making payment in store 

Refunds

How much will I be refunded?

  • Please note that all refunds are in the form of store credits.
  • If you are returning an item due to size, preference or change of mind, 
    • You will not be reimbursed the original shipping fee 
    • HVV will not be able to be responsible for return postage costs
    • A processing fee of $2.00 per item will be deducted from each returned item 
  • If you have received a damaged, defective or incorrect item, 
    • We will arrange for a 1-1 exchange and all processing and postage fees will be borne by HVV

Return Methods

What methods of return do you offer?

  1. Returns via trackable Shipping
  2. Returns via Office Drop Off (24/7)
  3. Returns via Citylink Store Drop Off (within regular opening hours)

For more information, please email us at hello@hervelvetvase.com.sg. 

Measurements, prints & colours

On our site, measurements are provided for products laid on a flat surface and measured across. We strive to provide all measurements as consistently and accurately as possible. Please note that:

  • Due to factory production, measurements stated on the website may vary up to 0.5" - 0.75". 
  • Placement of prints may vary for digitally printed items.
  • The true color of products may vary due to photography lighting and discrepancies arising from individual computer resolutions and color settings. 

Product differences arising from the above factors are not considered defects and are strictly not eligible for returns, refunds or exchanges.

Other reasons for returns will be considered on a case-by-case basis.