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Return & Refund Policy

Last Updated: 08 July 2026

At Velvé, your satisfaction is our top priority. We take immense pride in the premium quality and craftsmanship of our collections, and we want you to love your purchase. If for any reason you are not entirely satisfied, we are here to help you resolve it quickly and fairly.

1. Return Timeframe & Eligibility Criteria

You have 7 DAYS from the date of delivery to request a return or exchange. To be eligible for a successful return, your item must meet the following criteria:

The product must be completely unused, unworn, and in the exact pristine condition that you received it.
The item must be in its original premium packaging, including all tags, protective films, and box inserts.
You must provide a valid proof of purchase (such as your Shopify order number or digital invoice receipt).

2. Damaged, Defective, or Incorrect Items

We inspect every order thoroughly before dispatching it. However, if your package arrives damaged during transit, is defective, or contains the wrong item, please notify us immediately.

Contact our support team within 24-48 HOURS of delivery.
Please provide your order number along with clear photos or a brief video showing the damage or defect.
Our Promise: We will immediately dispatch a brand-new replacement item to you at zero additional cost, or issue a full refund, covering all associated logistical fees.

3. Non-Returnable Items

For health, hygiene, and logistical reasons, certain types of items cannot be returned or exchanged:

Products bought during clearance sales or under specific promotional discounts (marked as "Final Sale").
Items that show signs of physical wear, scratches, structural alterations, or damage after delivery.
Customized or personalized orders.

4. Exchange Options

If you would like to exchange your item for a different color, size, or an entirely different model:

Reach out to our support team to verify product availability.
Once your original item is received back at our warehouse and passes our quality inspection, we will package and dispatch your new chosen item. Any price differences will be adjusted before shipment.

5. Return Shipping Costs

For Defective/Incorrect Items: Velvé will fully cover the return shipping costs or arrange a courier pickup if available in your area.
For Change of Mind/Size Exchanges: The customer is responsible for safely packing and shipping the item back to our designated fulfillment center. We highly recommend using a traceable courier service Leopards,TCS,PostEx as we cannot guarantee receipt of untracked returns.

6. Refund Process & Timing

Once your returned item arrives at our warehouse and undergoes a routine quality inspection, we will notify you via email regarding the approval or rejection of your refund.

Approved Refunds: If approved, your refund will be processed immediately.
Payment Timelines:Prepaid Orders (Cards/Wallets): The funds will be credited back to your original bank account or digital wallet within 5-7 BUSINESS DAYS, depending on your bank's processing policy.Cash on Delivery (COD) Orders: Because we cannot return cash via courier, COD refunds will be securely transferred to your provided bank account or mobile wallet (e.g., EasyPaisa/NayaPay) within 5-10 BUSINESS DAYS after approval.

How to Initiate a Return or Exchange

To start the process, simply get in touch with our friendly customer care team. Please do not send your purchase back to the courier agent without contacting us first.

Email Support: velveofficials@gmail.com
Support Helpline: +3705499156
Operating Hours: Monday to Saturday, 9:00 AM - 9:00 PM

Trade name: Velvé

Phone number: +923705499156

Email: velveofficials@gmail.com

Physical address: Pakistan

Privacy Policy

Last Updated: 08 July 2026

Welcome to Velvé (accessible via www.velveofficials.com). We highly value your trust and are deeply committed to protecting your personal data and privacy.

This Privacy Policy explains how "Velvé" ("we," "our," or "us") collects, uses, processes, discloses, and safeguards your information when you visit our website, make a purchase, or interact with our services. By using our website, you consent to the data practices described in this policy in accordance with the Electronic Transactions Ordinance, 2002, and the Prevention of Electronic Crimes Act (PECA), 2016 of Pakistan.

1. Information We Collect

We collect information necessary to process your orders, improve your shopping experience, and communicate with you effectively. This includes:

Personal Identity Information: Your name, shipping/billing address, phone number, and email address, which you provide when creating an account, placing an order, or contacting support.
Transactional & Payment Data: Details about the products you purchase and your preferred payment methods (such as Cash on Delivery or digital wallets). Note: We do not store your credit/debit card numbers, CVVs, or NetBanking passwords. All payment transactions are securely processed directly through authorized, PCI-DSS compliant third-party payment gateways.
Device and Technical Data: Your IP address, browser type, operating system, and data about how you navigate our store, collected automatically via cookies and similar logging tools.

2. How We Use Your Information

We process your personal data based on your explicit consent and to fulfill our contractual obligations to you. Specifically, we use your information to:

Process, pack, and deliver your orders to your doorstep.
Verify your identity and prevent fraudulent transactions or security breaches.
Provide customer support and resolve any issues with your orders.
Send you transaction updates, tracking details, and, with your explicit permission, promotional newsletters or exclusive marketing offers.
Analyze website traffic and shopping patterns to improve our product offerings and user interface.

3. Cookies and Tracking Technologies

We use "Cookies" to enhance your browsing experience and keep our store functioning smoothly. A cookie is a small text file placed on your device.

How we use them: Cookies help us remember items in your shopping cart, recognize you when you return to our site, and understand which pages you find most useful.
Your choice: You can choose to accept or decline cookies through your browser settings. However, disabling cookies may prevent you from taking full advantage of our website’s features (such as keeping items saved in your cart).

4. Third-Party Services and Sharing

We do not sell, rent, or trade your personal data to third parties for their marketing purposes. We only share the minimum necessary information with trusted third-party service providers who help us run our store, including:

Logistics & Courier Partners: To print shipping labels and deliver your packages.
Payment Gateways: To securely process your electronic payments.
E-commerce Platform Hosts: Our store is hosted on Shopify Inc., which provides the secure infrastructure for our online marketplace.

All our third-party partners are legally bound to protect your data and are prohibited from using your personal information for any purpose other than providing services to us.

5. Data Security

We implement robust administrative, technical, and physical security measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction.

Our website uses Secure Socket Layer (SSL) encryption technology to protect data transmission during checkout. While we take maximum industry-standard precautions, please remember that no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

6. Your Rights under the DPDP Act

Under Pakistani data protection laws, you possess specific rights regarding your personal data. You have the right to:

Access and Review: Request a copy of the personal data we hold about you.
Correction and Erasure: Request that we update inaccurate information or permanently delete your personal account and historical data (provided it is no longer required for legal compliance or order fulfillment).
Withdraw Consent: Withdraw your consent for marketing communications or data processing at any time.

To exercise any of these rights, please contact our Grievance Officer using the details provided below.

7. Changes to This Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time to reflect changes in our business practices or legal obligations in Pakistan. Any updates will be posted immediately on this page with a revised "Last Updated" date. We encourage you to review this policy periodically.

8. Contact Information & Grievance Officer

In compliance with the Information Technology Act, 2000 and the DPDP Act, 2023, if you have any questions about this Privacy Policy, wish to exercise your data rights, or have a grievance regarding your personal data, please contact our support team at:

Store Name: Velvé
Email Address: velveofficicals@gmail.com
Phone/Support Number: +923705499156

Terms of Service

Last Updated: 08 JULY 2026

Welcome to Velvé (accessible via www.velveofficials.com). These Terms of Service govern your use of our website and the purchase of any products from our store.

By accessing our site or purchasing something from us, you engage in our "Service" and agree to be bound by the following terms and conditions. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

1. Account Terms

To browse or make a purchase, you may be required to create an account or provide valid personal information during checkout.

You must be at least 18 years old, or accessing the site under the supervision of a parent or legal guardian.
You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store.
You are entirely responsible for maintaining the confidentiality of your account password and restricting access to your device. Any fraudulent or unauthorized activity under your account remains your responsibility.

2. Pricing and Payment

All prices displayed on our website are listed in Pakistani Rupees (PKR) and are subject to change without notice.

Payment Methods: We accept Cash on Delivery (COD) across Pakistan, as well as digital wallets, debit cards, and credit cards through our secure payment gateway partners.
Taxes: Prices may or may not include local provincial sales tax (GST), which will be clearly outlined and displayed at the final checkout screen before you confirm your order.

3. Product Descriptions and Accuracy

We make every effort to display the colors, textures, and details of our products (such as jewellery and watches) as accurately as possible.

However, we cannot guarantee that your device’s screen display will perfectly reflect the actual color or finish of the physical item.
We reserve the right to correct any typographical errors, inaccuracies, or omissions relating to product descriptions, pricing, promotions, and availability at any time without prior notice (even after an order has been submitted).

4. Order Acceptance and Cancellation

Receipt of an electronic order confirmation does not signify our final acceptance of your order.

We reserve the right, at our sole discretion, to refuse or cancel any order for any reason, including but not limited to: product stock unavailability, errors in pricing or product information, or suspected fraudulent activity.
If your order is cancelled after your online payment has already been processed, we will issue a full refund to your original payment method within 10 business days.

5. Shipping and Delivery

We deliver shipments to addresses across Pakistan through our trusted third-party courier partners.

Delivery Timeline: Standard delivery typically takes 3 to 10 BUSINESS DAYS, depending on your city and region.
Delays: While we strive to meet our delivery windows, Velvé is not liable for structural courier delays caused by weather conditions, public holidays, fuel strikes, or unforeseen logistical issues.
Verification: For Cash on Delivery (COD) orders, our team or the courier service may contact you via call or SMS to verify your delivery address before dispatch. Unverified orders may be automatically cancelled.

6. Returns and Refunds

We want you to be completely satisfied with your purchase. Our refund policy operates under the following conditions:

Eligibility: To be eligible for a return or exchange, your item must be unused, in the same pristine condition that you received it, and in its original premium packaging.
Window: You must notify us of any damaged, defective, or incorrect items within 7 days of delivery to request an exchange or refund.
Process: For detailed instructions on how to initiate a return, please review our separate Return & Refund Policy or contact our support team.

7. Prohibited Uses

In addition to other prohibitions set forth in the Terms of Service, you are strictly prohibited from using the site or its content:

For any unlawful or unauthorized commercial purpose.
To infringe upon or violate our intellectual property rights (including copying our branding, logo styles, images, or unique product descriptions).
To upload or transmit viruses, malware, or any malicious code that could compromise the security or functionality of the website or our customers' data.

8. Limitation of Liability

In no event shall Velvé, our directors, officers, or employees be liable for any injury, loss, claim, or any direct, indirect, incidental, or consequential damages of any kind arising from your use of our service or any products procured through the site. This includes, but is not limited to, damages for loss of profits, data, or other intangible losses, even if advised of their possibility.

9. Governing Law (Pakistani Jurisdiction)

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by, interpreted, and enforced in accordance with the laws of the Islamic Republic of Pakistan. Any disputes, legal claims, or actions arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the competent courts located in Jhelum/ Punjab, PAKISTAN.

10. Contact Information

Questions about the Terms of Service should be sent directly to our customer support team at:

Store Name: Velvé
Contact Email: velveofficials@gmail.com
Support Helpline: +923705499156

Shipping Policy

Last Updated: 08 July 2026

At Velvé, we strive to deliver your favourite pieces to your doorstep as quickly, safely, and seamlessly as possible. Below you will find everything you need to know about our shipping procedures, timelines, and fees.

1. Order Processing Time

All orders are processed within 48 HOURS on business days.
Orders placed on weekends or public holidays will be processed on the next business day.
For Cash on Delivery (COD) orders, processing begins only after our customer support team successfully verifies your delivery address via a quick phone call or SMS message.

2. Delivery Timeframes & Shipping Costs

We partner with premium courier services to offer reliable delivery across Pakistan.

RegionDelivery TimeframeShipping CostMajor Cities (Jhelum,Lahore, Karachi, Islamabad)3-10 BUSINESS DAYSRs.249 or FREE

Other Cities & Rural Areas3-15 BUSINESS DAYS Rs.249 or FREE

Free Shipping: We are happy to offer free standard shipping on all orders over MINIMUM ORDER AMOUNT, PKR 2,500.

3. Tracking Your Order

Once your package has been packed and handed over to our courier partner, you will receive an automated tracking confirmation via Email and/or SMS. This message will include a unique tracking number and a link to the courier’s portal so you can monitor your shipment's journey in real time.

4. Shipping Methods Available

To ensure maximum convenience, we provide two main checkout methods:

Cash on Delivery (COD): Pay in cash directly to the courier agent when your package arrives.
Prepaid Digital Payments: Securely pay online at checkout using your debit/credit card or mobile wallet for a contactless delivery experience.

5. Delivery Issues and Delays

While we do everything we can to meet our delivery windows, unexpected delays can sometimes happen due to structural courier challenges, extreme weather conditions, public holidays, or fuel strikes.

Incorrect Address: Velvé is not responsible for delivery failures caused by incomplete or incorrect shipping addresses provided at checkout. Please double-check your details before confirming your order.
Missed Deliveries: Our courier partners typically make 2 or 3 attempts to deliver your package. If you are unavailable, the package will be returned to our warehouse, and the order will be cancelled.

6. International Shipping

Currently, Velvé only ships within Pakistan. We do not offer international shipping at this time, but we hope to bring our elegant collections to the global market in the near future!