FAQ
Find answers to our most frequently asked questions.
What are your payment methods?
We offer a variety of convenient and secure payment methods for your online purchases:
Credit Card: We accept major credit cards such as Visa, Mastercard, and American Express.
Debit Card: Most debit cards with a Visa or Mastercard logo are accepted.
Net Banking: You can pay directly from your bank account through our secure online payment gateway. This is a popular option in India.
Mobile Wallets: Pay conveniently using popular mobile wallets like PhonePe, Google Pay, Paytm, and BHIM.
Cash on Delivery (COD): This option allows you to pay for your order in cash upon delivery.
What is your Return Policy?
We strive to provide high-quality products and a positive customer experience. If you are not satisfied with your purchase, you can return most items within 15 days of receiving them. Please note that some exclusions may apply. For more information, please refer to our Refund Policy.
Do you offer international shipping?
We currently only ship within India. However, we are working on expanding our international shipping options in the future.
How do I care for my jewellery?
- Avoid harsh chemicals:Ā Keep your jewelry away from cosmetics (hairspray, lotion, perfume), household cleaners, and chlorine. These chemicals can damage the metal and gemstones.
- Clean regularly:Ā Use a soft, lint-free cloth to gently remove dirt and dust after each wear. For deeper cleaning, you can use mild dish soap and lukewarm water. Rinse thoroughly and dry completely with a soft cloth before storing.
- Store properly:Ā Store your jewelry in a cool, dry place when not in use. Opt for fabric-lined jewelry boxes or pouches to prevent scratching. Separate pieces to avoid tangling or scratching each other.
- Special care for certain materials:Ā Some gemstones require special care. For example, crystal can be damaged by harsh chemicals and should be wiped with a damp cloth only. Always refer to the care instructions provided with your specific piece.
Ordering and Account Questions:
How do I create an account?
Creating an account with Velvet Imperial is easy and can be done in just a few minutes. Here's how:
- Visit the Velvet Imperial website.
- Click on "Sign Up" or "Get Started."
- Enter your email address and create a strong password. You may also be asked to provide your full name, date of birth, and contact information.
- Verify your email address. Velvet Imperial will send you a verification code to the email address you provided. Enter the code to complete your registration.
How can I track my order?
You can track your order by logging into your account and navigating to the 'Order History' section. There, you'll find a tracking number and a link to the courier's website for real-time updates.
Do you offer international shipping?
We currently only ship within India. However, we are working on expanding our international shipping options in the future.
Can I return or exchange items?
Yes, you may be able to cancel your order, but whether it's possible will depend on the stage your order is currently in. Here's a breakdown:
1. Order Not Yet Shipped:
If you haven't received a notification that your order has shipped, you can likely cancel it by:
i. Logging into your account and finding the order details.
ii. Locating a "Cancel Order" button or similar option.
iii. If you can't find the option online, contact customer service via phone or email.
2. Order Already Shipped:
Unfortunately, it may be too late to cancel an order that has already shipped. However, you may still have options:
Return the Order: You can initiate a return process once you receive the order. Details on return eligibility and procedures will be outlined in the return policy.
Refusal of Delivery: You can refuse delivery of the package when it arrives. However, there may be fees associated with this option. It's best to contact customer service to discuss the consequences of refusing delivery.
How do I Use a discount code?
Once you've added all your desired items to your cart and proceed to checkout, look for a designated field labeled "VELVET".
Enter your discount code exactly as it appears (including any uppercase/lowercase letters and hyphens) in the designated field.
Click "Apply" or a similar button to activate the discount.
You should see the discount reflected in your order total before finalizing your purchase.