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Customer Care
Returns & Exchanges
At The Velvet Lynx, every piece is selected with intention and designed to be enjoyed for years to come. We hope your order arrives exactly as expected. If it does not, we are here to help.
Returning an Item
To initiate a return, please email support@shopvelvetlynx.com within 14 days of delivery and include your order number.
To be accepted, merchandise must be returned in its original condition:
- Unworn and unused
- Free from damage, odors, stains, or signs of use
- With original tags, packaging, and accompanying materials intact
Items that do not meet these conditions may be returned to the sender without refund.
Items Not Eligible for Return
Due to the nature of certain collections, the following items are considered final sale:
- Jewelry
- Vintage pieces
- Personalized or custom orders
- Gift cards
- Sale merchandise
- Candle vessels or refills that have been burned, used, altered, or damaged after delivery
Unless an item arrives damaged or incorrect, final sale merchandise cannot be returned or exchanged.
Damaged or Incorrect Orders
Should your order arrive damaged or if you receive an incorrect item, please email us at support@shopvelvetlynx.com within 48 hours of delivery.
To assist us in resolving the issue promptly, please include:
- Your order number
- Photographs of the item
- Photographs of the packaging
We will review the matter and provide a resolution as quickly as possible.
Return Shipping
Customers are responsible for return shipping costs unless the return is the result of an error on our part or an item arrives damaged in transit.
For your protection, we recommend using a trackable shipping service, as we cannot be responsible for returns lost during shipment.
Refunds
Once your return has been received and inspected, you will receive confirmation by email.
Approved refunds will be issued to the original payment method within 5 to 10 business days. Original shipping charges are non-refundable.
Depending on your financial institution, additional processing time may be required before funds appear in your account.
Exchanges
At this time, we do not offer direct exchanges.
Should you wish to purchase a different size, color, or style, we recommend placing a new order while inventory remains available.
Contact
For assistance with a return, damaged item, or order-related inquiry, please contact us at:
We believe luxury should be lived with, not stored away. Our return policy is designed to balance exceptional service with the care and stewardship of thoughtfully curated collections.