Returns & Refunds
We want you to love every piece. If something isn't right, we'll make it right.
30-Day Return Window
You have 30 days from the date your order is delivered to request a return. We believe that's enough time to really sit with a piece and know whether it belongs in your space.
Condition of Items
To be eligible for a return, items must be:
- Unused and in the same condition you received them
- In their original packaging (if applicable)
- Free from damage caused after delivery
Items that show signs of use, are damaged after receipt, or are returned without original packaging may not qualify for a full refund.
How to Start a Return
Email us at hello@velvetmoss.polsia.app with your order number and the reason for your return. We'll reply within 1–2 business days with your return instructions.
Please don't send items back without confirming with us first — unrequested returns may be refused at the door.
Return Shipping
Return shipping costs are the buyer's responsibility. We recommend using a trackable shipping method — we can't be responsible for items lost in transit back to us.
If the return is due to our error (wrong item, damaged in transit), we'll cover return shipping.
Refunds
Once we receive and inspect your return, we'll notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days.
Shipping costs from the original order are non-refundable.
If your refund seems delayed, check with your bank or card issuer first — there's sometimes a processing period on their end. If it's been more than 10 business days after our approval email, reach out and we'll look into it.
Non-Returnable Items
The following items cannot be returned:
- Digital products or downloads
- Items marked as final sale
- Gift cards
- Perishable goods (dried botanicals, incense, etc.) once opened
Exchanges
We don't process direct exchanges — the quickest way to get what you want is to return the original item and place a new order once your refund is confirmed.
Questions?
We're here. Email hello@velvetmoss.polsia.app and a real human will get back to you.