FAQ

1) How long will it take to ship my order? 

Between 5-7 business days. (Typically it's sooner than that! ) If you need your order sooner, feel free to email us with your request and we will do our best to accomodate you!  Once the shipping label has been created, you will receive an email with tracking information. If you don’t receive a tracking email 5-7 business days after ordering, feel free to reach out via email to shopvelvetbutterfly@gmail.com and we will provide it for you.

2) When will you restock an item? 

Due to the handmade and one of a kind nature of each item, a lot of the times once something is gone, its gone! However we are open to taking custom commissions/ requests. You can email shopvelvetbutterfly@gmail.com or fill out the request form here.

3) Do you offer a sizing chart? 

 As of this moment - most items do not have size charts. That is because either a) The item base has been up-cycled and the tag didn't provide a size, or the manufacturer didn't provide them. (Which is often the case!) To help with sizing, you will notice specific information regarding that item in the product description. Sometimes, there is split sizing as the item can fit multiple sizing/body shapes depending on the material and fabric. (Example: Can fit a S/M or L-XXL) If a style does have a size chart, it will be attached to the photo in the listing or description. Any questions regarding sizing, feel free to email shopvelvetbutterfly@gmail.com

4) Do you accept wholesale orders? 

Certain items we do offer wholesale! Because of our limited production not all items are included. Please email shopvelvetbutterfly@gmail.com with your inquiry and what items you're interested in and we will work out a plan to make it happen! 

5) I received a tracking number but my order never arrived. What do I do? 

We are not responsible for lost or stolen items, or anything that happens to a package once it is in the hands of the United States Postal Service. Please be sure to ship to a secure location such as your workplace or a P.O. Box. All shipments are tracked.

Once USPS delivers a package to the delivery address, even if it is left on your porch or in a communal hallway outside your door in an apartment, it is considered delivered.  It is important that you keep your shipping email until you receive your package, as there is information within that email that will assist you in locating your package. Please utilize the services available through the USPS for assistance.
 
If you need signature confirmation or insurance added to your package because of theft concerns in your neighborhood, please reach out ASAP before/after placing your order so we can add these services to your shipping label. This may result in an additional fee added to your shipping cost if USPS requires it.

6) Am I able to return or exchange my items? 

We want you to feel confident in your purchase and we strive to ensure you are satisfied with your order! In the rare case the product is damaged/broken, please send a photo along with your order number to shopvelvetbutterfly@gmail.com within 7 days after receiving your order. If you have not notified us within that time frame, we are unable to process a refund or exchange. The customer must pay return shipping. 

Returns/Refunds will only be accepted in unworn condition and a refund (less the shipping cost) will be issued once we receive the returned garment.

If your item is a size issue, we will offer a store credit of equal value of items and/or other sizes available of the product if we receive your request within the 7 day time period. 

We aim to retrieve returned packages in a timely manor, but the refund process can occasionally take up to 30 days if we are out of town.