Got a question about ordering, shipping, or returns? We've pulled together answers to the things we're asked most, so you can find what you need quickly. Can't find it here? Email us anytime at info@velvetclasp.com and we'll get back to you as soon as we can.
Orders
How do I place an order?
Simply browse our collection, select your item (and any color or size options), and check out securely through our website.
Do you ship worldwide?
Yes, we offer free shipping to destinations worldwide.
Shipping & Delivery
How much does shipping cost?
Shipping is free on every order, worldwide.
How long will my order take to arrive?
Orders are processed within 1–2 business days (Monday to Friday, excluding public holidays). Delivery typically takes 7–10 business days from the date of processing, depending on your location.
How can I track my order?
Once your order ships, you'll receive an email with tracking information so you can follow it every step of the way.
What if my order arrives damaged or doesn't arrive at all?
If your order arrives damaged, please contact us within 48 hours so we can make it right. If your order hasn't arrived within the estimated timeframe, reach out to us and we'll investigate with the carrier on your behalf.
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of delivery, provided the item is unused, in its original condition, with tags attached and original packaging included.
How do I start a return?
Email info@velvetclasp.com with your order number and reason for return. Our team will send you a return authorization and clear instructions on next steps.
Who pays for return shipping?
If you're returning an item simply because it wasn't right for you, return shipping is at your cost. If the item arrived defective, damaged, or incorrect, we cover return shipping and the cost is on us.
When will I get my refund?
Once we receive and inspect your return, we'll confirm approval within 7 business days. Approved refunds are issued to your original payment method within 10 business days, though your bank may take a little longer to display it.
Can I exchange an item?
Yes — for a different size or color, or if an item arrived incorrect or defective, contact us within 14 days of delivery and we'll walk you through it.
Products & Materials
What are your bags made from?
Our collection features a mix of materials, including premium PU (vegan leather) and, for select pieces, genuine leather — the exact material is always listed on each product page, so you know precisely what you're getting.
How do I care for my bag?
We recommend keeping your bag away from prolonged moisture and direct sunlight, storing it in a dust bag or soft cloth when not in use, and wiping any marks gently with a soft, dry cloth. Genuine leather pieces benefit from occasional conditioning.
Payment
What payment methods do you accept?
We accept major credit and debit cards, along with other convenient payment options available at checkout.
Still Have Questions?
We're happy to help — email us anytime at info@velvetclasp.com and we'll get back to you as soon as we can.