FAQ
ORDERS & SHIPPING
When can I expect to receive my order?
For orders placed before 11:00AM, please allow us two (2) to three (3) business days to process it (may take longer during huge sale or launches). We ship every Monday to Friday except for public holidays.
Estimated Shipping Time
Malaysia (Peninsular) : 1-2 working days
Malaysia (Sabah & Sarawak) : 3-5 working days
Singapore : 2-3 working days
The rest of the world : 10-12 working days
I need my products urgently! Can I self pick-up?
Yes, we have option for self pick-up. You can drop by our HQ or arrange your own delivery after receiving a 'ready for pick-up' notification. Please call us before coming over! Below are the details for self pick-up;
Address: The Elements @ Ampang, Jalan Bemban, 55000 Ampang, Kuala Lumpur.
Collection Time: Weekdays, except for public holidays, between 10:00 AM to 4:00 PM.
Call / WhatsApp: +60323856133
Can I cancel or modify my order?
Our HQ processes orders super quick. Hence, to avoid delays, all successful orders are not able to be modified and cancelled.
Can I edit my shipping address?
If you have placed an order and decided to edit your shipping address, kindly email us at sales@velvetvanity.co within 30 minutes after placing an order.
Do you ship to other countries?
Yes, we do ship to other selected countries. Check our shipping info to see the list of countries we ship to!
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Countries we ship to
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I live outside of Malaysia. Will I be responsible of import duties and taxes?
Yes, you will be responsible of import duties and taxes imposed by your country.
PRODUCT
I need to know about the ingredients in your products. How do I do that?
We display a complete ingredients list on their individual product pages. If you have more questions, email us at sales@velvetvanity.co
Are your products safe to be used?
Our products are free from harmful, animal-derived ingredients and paraben. Hence, they are all safe to be used.
Are you vegan & cruelty-free?
Our products are formulated free from animal-derived ingredients and they are never tested on animals.
Where do you make your products?
Our products are manufactured in Malaysia!
REFUNDS, RETURNS & EXCHANGES
What's your return & exchange policy?
Our standard return policy is within 14 days after your have received your order. We only offer exchange and return if you received a defective or wrong product. To return or exchange a product, kindly email us at sales@velvetvanity.co and we will handle the rest!
What's your refund policy?
Strictly no refund / return / exchange for clearance and markdown items.
We are able to offer a refund if you accidentally placed a duplicate order. Refunds on the order cancellation will be credited through store credit points.
What should I do if I receive the wrong product?
If you received a different product from the one that you ordered, please email us at sales@velvetvanity.co and we'll make sure you get the right one.
Have more questions? Email us at sales@velvetvanity.co