Frequently Asked Questions
SHIPPING & DELIVERY
What are your shipping fees?
Velvet Eyewear® orders under 1 pound are shipped via USPS or UPS Ground Saver FREE unless otherwise requested by you.
You have the option at checkout to upgrade your shipping service. Velvet Eyewear® calculates shipping fees according to our negotiated rates with FedEx, UPS, USPS, and DHL.
We pass our shipping savings on 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. You will receive an email confirmation once your order has shipped.
Prior to checkout, you will see estimated arrival dates based on the shipping method you select.
NOTE: For consumer protection, all orders are subject to 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 email with your tracking number and a link where you can track your shipment online.
Do you ship internationally?
Yes! Velvet Eyewear® ships worldwide. International shipping rates are available at checkout.
Do you ship to P.O. boxes or APO/FPO addresses?
Yes. Velvet Eyewear® ships to P.O. boxes and APO/FPO addresses via USPS.
WARRANTY & REPAIR
Do you offer a warranty for your products?
Yes. All of our products are subject to quality control.
Our warranty provides coverage against manufacturer defects for one year from the date of purchase.
The warranty covers manufacturing, design, or material defects. Please notify us as soon as possible after discovering a defect.
The warranty does not cover scratches, normal wear and tear, improper use, accidental damage, or other issues that are not attributable to a manufacturer defect.
Do you make repairs?
Our repair services are offered at no cost when the repair is covered and can reasonably be completed.
Before sending an item to us for repair, please email a photo of the product to cs@velveteyewear.com for evaluation and instructions.
Warranty Coverage
We are proud of our Velvet Eyewear® Sunglasses, Eyeglass Frames, Readers, and Blue Light Glasses. Our products are crafted from high-quality eyewear materials and designed with style, comfort, and quality in mind.
All Velvet Eyewear® Sunglasses, Eyeglass Frames, Readers, and Blue Light Glasses are warranted for one year from the date of purchase against manufacturer defects.
Cleaning and Maintenance
To clean your eyewear, use water and mild soap. Avoid solvents or alcohol. Do not use dirty or abrasive cloths, which may damage the lenses or finishes. We recommend using a clean microfiber cloth designed for eyewear.
Preservation
Keep your eyewear in its protective cloth or hard case and store it in a dry place away from excessive heat or extreme temperatures.
Warnings
Sunglasses are not suitable for direct viewing of the sun or for protection against artificial sources of UV radiation. Sunglasses are not suitable for nighttime driving or use in conditions of 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.
Warranty coverage is valid with proof of purchase from VelvetEyewear.com or an Authorized Velvet Eyewear® Dealer.
Although we use high-quality, scratch-resistant sunglass lenses, scratch-resistant does not mean scratch-proof. Scratched sunglass lenses are not covered under the Velvet Eyewear® warranty.
RETURNS & REFUNDS
Do you offer refunds?
Yes. Our "Love it, or Return it" guarantee applies to purchases made on our website.
If for any reason you are not happy with your purchase, you may return it within 30 days of receiving it for a refund or exchange.
To be eligible for a return:
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The item must be unworn.
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All items included with the product, including the case and cloth, must be returned.
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The item must be free of damage caused by the customer.
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The item must be returned in its original packaging.
How long after I complete a purchase can I ask for a refund?
Eligible returns received within 30 days qualify for a refund.
How much will I be refunded?
You will receive a refund of the purchase price for eligible returned merchandise.
Original shipping charges are refunded only if you received an incorrect item or an item that was defective when shipped.
Who pays the shipping costs for a return or exchange?
The customer is responsible for return shipping costs unless the return is due to our error, such as receiving the wrong item, or the product was defective when shipped.
If an incorrect item was shipped due to a mistake on our part, we will provide instructions for returning the item at no cost to you.
If you receive a damaged item, please notify us within 7 days of receiving your package. Damage claims submitted after 7 days may not be accepted.
Where do I ship my return or exchange?
Please ship eligible returns to:
RETURNS VELVET EYEWEAR 1140 Holland Drive Unit 4 Boca Raton, FL 33487
WE DO NOT ACCEPT RETURNS ON PRODUCTS THAT WERE NOT PURCHASED THROUGH THIS WEBSITE.
Please use an economical shipping method. We recommend using a shipping service that provides tracking. Insurance is also recommended when appropriate.
Velvet Eyewear® is not responsible for return packages lost in transit.
Due to security constraints, we are unable to reimburse you for an amount greater than your original purchase price.
Please note: Velvet Eyewear® reserves the right to final approval on all returns.
When will my credit card be refunded?
Once your eligible return has been received and processed, your refund will typically be issued within 3–5 business days to your original form of payment.
You will receive an email notification when your refund has been processed.
Your bank or credit card company may require additional time to process and post the refund to your account.
ORDERING
Will my credit card be charged immediately?
Yes. Your payment method will be charged when you place your order on our website.
After completing checkout, you will receive an order confirmation. We will send you another email when your order has shipped.
What's the status of my order? How do I track my order?
Once you have placed an order, you can check its status through your account where available.
Once your order has shipped, you will receive a shipment confirmation email containing your tracking information.
How do I change or cancel an order?
If you would like to change or cancel your order, please contact Customer Service as soon as possible at 1 (888) 511-9696 or 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.
