Frequently Asked Questions
SHIPPING & DELIVERY
What are your shipping fees?
Velvet Eyewear® orders under 1 pound are shipped via 1st Class USPS Mail or UPS Ground Saver FREE unless otherwise requested by you.
You have the option at check out to upgrade your shipping service. Velvet Eyewear® calculates your shipping fees according to our negotiated rates with Federal Express, UPS, USPS and DHL.
We pass on our savings to you, our customer.
When will my order be shipped? When will it arrive?
Orders are typically processed and shipped within 1-2 business days. Prescription orders are shipped within 5-10 business days. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.
NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.
How do I know that my order has been shipped?
When your order has been shipped, Velvet Eyewear® will send you an e-mail with your tracking number and a link to where you can track it online.
Do you ship internationally?
Yes! Velvet Eyewear® ships worldwide. International shipping rates are available at checkout.
Do you ship to PO boxes or APO/FPO addresses?
Velvet Eyewear® currently ships to P.O. boxes or APO/FPO addresses via USPS.
WARRANTY & REPAIR
Do you offer warranty for your products?
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects for 1 year from the date of purchase.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover scratches, improper use, or other issues that are not attributable to manufacturer defects.
Do you make repairs?
Our repair services are offered at no cost. In certain scenarios, the repair can be easily completed.
Prior to sending the item to us for repair, please send a photo to cs@velveteyewear.com for our evaluation.
Warranty Coverage
We are proud of the Velvet Eyewear® Sunglass and Optical collections. Our Velvet Eyewear® products are made of the finest eyewear materials featuring natural hypo-allergenic attributes. The craftsmanship, designs, and the styles are fashionable and super comfortable to wear. All of our Velvet Eyewear® sunglasses and optical frames are warranted for one year from the date of purchase against manufacturer defects.
Cleaning and Maintenance
To clean your sunglasses, use water and soap avoiding all types of solvents or alcohol. Do not use dirty or abrasive cloths which could alter the features of their filters. Use only original accessories and spare parts.
Preservation
Keep in the cloth or hard case in a dry place at a temperature between -10°C and +35°C.
Warnings
This product is not suitable for direct viewing of the sun and for exposure to UV radiation produced by artificial sources. It is not suitable for nocturnal use or in poor visibility.
If you need to make a warranty claim, please contact a Velvet Eyewear® representative at 1(888) 511-9696 or cs@velveteyewear.com.
Coverage is valid with proof of purchase from any Velvet Eyewear® website sales or an Authorized Velvet Eyewear® Dealer. Although we use only the highest quality, scratch resistant, sunglass lenses, they are not scratch proof and therefore, the Velvet Eyewear® warranty program does not cover scratched sunglass lenses.
RETURNS & REFUNDS
Do you offer refunds?
Our "Love it, or Return it" guarantee applies to every purchase on our website. If for any reason, you are not happy with your purchase, just send it back to us within 30 days of receiving it, for a refund or exchange. Whichever, you prefer.
Customer satisfaction is our goal. You may return your product(s) for a refund:
- The item has been unworn
- All items including the sunglass, case and cloth are returned
- The item is free of any damage caused by the customer
- The item is returned in its original packaging
How long after I complete a purchase can I ask for a refund?
Returns within 30 days receive a full refund.
How much can I get refunded?
You will receive a full refund of the purchase price. Velvet Eyewear® will only refund the original shipping cost on your order if you received the incorrect item or the item sent was defective.
Who pays the shipping costs in the case of a refund or exchange?
The customer is responsible for return shipping costs unless the return is due to our error (wrong item sent) or a defective product.
If a wrong item shipped to you is due to a mistake on our part, your returned items will be shipped at no cost to you via Standard Ground Delivery. If a damaged item is shipped to you, please notify us within 7 days from the date you receive your package. Any damage claim made after 7 days will not be accepted.
Where do I ship my return or exchange?
Please ship here:
RETURNS
VELVET EYEWEAR
1140 Holland Drive
Unit 4
BOCA RATON, FL 33487
WE DO NOT ACCEPT RETURNS ON PRODUCTS THAT WERE NOT PURCHASED VIA THIS WEBSITE. Please use the most economical shipping method.
It is recommended that you use a shipping service that offers both insurance and tracking to ensure a safe delivery of your package, as Velvet Eyewear® is not responsible for packages lost in transit.
Due to security constraints, we are unable to reimburse you for an amount greater than your purchase price.
*Please note: Velvet Eyewear® reserves the right to final approval on all returns
When will my credit card be refunded?
Once your package has been received, your refund will be processed within 3-5 business days. If there is a refund due, a credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place.
Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
ORDERING
Will my credit card be charged immediately?
Yes. Your credit card will be charged upon ordering on our website. When you enter your credit card information on the final review page, Velvet Eyewear® will give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped.
What's the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
How do I change or cancel an order?
If for any reason you would like to change your order, please contact customer service as soon as possible 1(888) 511-9696 or cs@velveteyewear.com. Velvet Eyewear® will make every effort to accommodate your request. However, because our system is designed to fulfill orders very quickly, Velvet Eyewear® cannot cancel or change an order once it has entered the shipping process.
Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, Velvet Eyewear® will call or e-mail you to verify your information.
What are my payment options?
We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, Maestro, PayPal, Apple Pay, Google Pay, Shop Pay, Venmo, USDC, and other major payment methods.
Are purchases on this website tax free?
We collect sales tax where required by law.
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
GENERAL INFORMATION
Do you offer Gift Certificates?
Yes, Velvet Eyewear® does! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website.
Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Sign up to get started, save, and start earning points.
Is my personal and credit card information safe on your website?
Yes. Velvet Eyewear® has taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
What is your privacy policy?
Velvet Eyewear® will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.
CALIFORNIA PROPOSITION 65
If you live in California, please note that our Velvet Trends® Collection and Velvet Style boxes are shipped with the Prop 65 warning tags in accordance with California law.
California Proposition 65 WARNING:
WARNING: Cancer & Reproductive Harm
www.P65Warnings.ca.gov
CONTACT US
24/7 Customer Support
Phone: 1(888) 511-9696
Email: cs@velveteyewear.com
Velvet®, Velvet Eyewear®, and Velvet Trends® are registered trademarks of Eye Studio, LLC in the U.S. and other countries. Velvet trademarks are ferociously defended and protected by the United States and International intellectual property laws.