FAQ


 

IS THIS SITE SECURE?
Customers' personal information will be collected by VELVIT LLC for the purposes of customer service and all customer inquiries, order processing through the VELVIT LLC website, www.velvitvault.com, and subsequent updates pertaining to existing orders. We do not store your credit card information at any time. Stripe collects all online payment information without sharing your personal information with any parties. For more information on our Personal Identity Information policy, please see our POLICY page. 

DO YOU HOLD ITEMS?
No. Because of our business model, we cannot guarantee any items to be held for a later purchase.

WILL YOU BE REPLENISHING THE ITEMS I LOVE THAT ARE CURRENTLY OUT OF STOCK?
Most items are made to order, in line with our Slow-Fashion business model, and those that we keep stocked are not guaranteed to be replenished. Restocking is based on the textile availability, the exclusivity of the piece, and the "retirement" of the particular style. If you have inquiries about the availability of a particular items, please contact us here.

HOW DO I RECEIVE EVENT INVITES AND PROMOTIONS?
All promotions & invites are given to those who stay in touch with Velvit over social media, and are signed up to receive emails. You will be added to our email list once you have submitted your email on our homepage. Our social media icons are listed at the footer of this page.

HOW DO I USE MY PROMOTION CODE?
If you have a promotion code, the code may be entered at time of checkout and will be taken off your final total after tax and shipping.

HOW COME VELVIT DOESN'T HAVE ALOT OF SALES/CLEARANCE?
Per the slow fashion model, our initiative is to only have our artists produce what is absolutely necessary; there is no need to "relieve our shelves" of excess product. Furthermore, we feel putting the products we have through Velvit on sale or clearance is offensive to our artists. We aim to carry works that are timeless, trend-less, season-less, and genderless, all of which never go out of "style". Our artists put a lot of time and effort in conceptualizing, fabricating, executing, and crafting each piece until the moment it reaches you, with the hopes it will find a place as a staple in your life for as long as you may allow. With that said, there will be occasional seasonal mark downs to prepare for upcoming curations. 

WILL I BE TAXED?
Orders are taxed based on your address. All state of Illinois orders will be taxed the current Chicago sales tax (10.25%). Tax cannot be waived under any circumstance.

WHEN IS MY CREDIT CARD CHARGED?
At time of purchase. On your credit card statement, your purchase may be appear as pending. A pending transaction will be at the discretion of each customer's individual bank policy.

HAS MY ORDER BEEN RECEIVED?
If you have not received an order confirmation after your order has been placed, your order has not been received. Only once you have reached the landing page of order confirmation, with an order confirmation number, has your order been received.

DO YOU SHIP INTERNATIONALLY?
Yep.

WHAT ABOUT CUSTOMS?
Customs fees will be the responsibility of the consumer. Please review our SHIPPING POLICY.

WHERE DOES MY ORDER SHIP FROM?
All orders ship from Chicago, IL, USA unless otherwise specified in the product description of the item you ordered. 

I LIVE IN THE CHICAGO AREA. CAN I PICK UP MY ORDER?
Yes you may! If your order is in stock at our Velvit headquarters, your item(s) may be picked up with a photo ID. Please email us before your order is placed so we can send you a special code. At that time, you will make arrangements with us to pick up your package. If you happen to forget to email us ahead of time, no problem! Just shoot us an email and we will make sure your shipping is refunded to you the following business day, and arrangements can be made to pick up your item(s). Please keep in mind that schedules may not coordinate 100%, so if more than one day works for you, let us know.

I ORDERED MORE THAN ONE (1) ITEM. WILL MY ORDER COME IN ONE PACKAGE?
Because some of our products are shipped directly from the artist or designer (as some of our items are produced on a made to order basis), there is a chance that your order may be delivered in more that one package. If this is the case, you will be notified and may be given multiple tracking or shipping confirmation numbers.

HOW CAN I TRACK MY ORDER?
All items shipped directly from Velvit LLC ship USPS unless otherwise specified. Domestic orders within the USA can be tracked with the tracking number provided to you by email at the time of shipping. Orders placed by international parties, or that are considered "international orders" based on the location of where the package will be shipping from, can be tracked if the order was completed by checking and paying for the "Priority Mail International" shipping option. International orders cannot be tracked unless tracking has been paid for. An email will be set with a shipping confirmation number at time of shipping. Paying for International tracking after your order has been sent out is not an option. 

I RECEIVED MY ORDER AND THE ITEM DOES NOT FIT. CAN I RETURN IT?
All sized items purchased at full price without any promotional codes are subject to our RETURN + EXCHANGE POLICY only. Qualifying exchanges are only eligible for a one time exchange, and based on availability and if they are NOT made to order. 

WILL I BE CHARGED TO EXCHANGE MY ITEM?
Yes. You are responsible for the exchange shipping and we highly recommend purchasing delivery confirmation or tracking. If you choose to forgo secured tracking, Velvit LLC is not responsible for the package if it's lost or otherwise not received by Velvit LLC.

Before the time of shipping of your new size, you will be invoiced a 10% restocking fee that is based on the item amount being exchanged. Please note: your exchange will not leave our facility until the restocking fee has been paid in full. Please refer to our RETURN + EXCHANGE POLICY.

I RECEIVED THE WRONG ORDER/ITEM/SIZE INDICATED ON MY INVOICE. WHAT NOW?
On the rare occasion you have received a wrong item, size, or package from Velvit, please CONTACT us immediately. After comparing your claim with our records and we find the order is in fact an oversight, we will take it from there! 

I RECEIVED MY ORDER AND DO NOT LIKE IT. CAN I RETURN IT?
Unfortunately we cannot accept returns at this time, please refer to our RETURN + EXCHANGE POLICY. Every item on Velvit is handcrafted with expertise and love, and most of the time, with you specifically in mind. If your item is made to order, before purchase, please inquire if there is a special sizing requirement, allergy, or request so we can customize your item accordingly. We cannot customize all orders, but will let you know either way!

I WANT TO FEATURE VELVIT ON A BLOG/MAG/PAGE!
Fantastic! don't be shy and we don't bite. CONTACT us.

I AM AN ARTIST! AND SO IS MY FRIEND! HOW DO WE BECOME A PART OF VELVIT?
Please refer to our APPLICATION  page!

I AM A PHOTOGRAPHER/VIDEOGRAPHER/MODEL AND THINK MY WORK COMPLIMENTS YOUR DIRECTION. HOW DO I GET IN TOUCH?
Please use our CONTACT or  APPLICATION page to reach us directly with your interest. Before working with new talent, we require a test. 

ARE YOU HIRING?
Velvit is currently single handedly run by Jaimie Lake (the creator and curator), with the assistance of kick-ass contributors. If you think you have a fresh idea and want to contribute to Velvit, please CONTACT us.