Right of Withdrawal (EU Consumer Law)
In accordance with European Union consumer protection law, customers have the right to withdraw from a distance purchase within 14 days of receiving the goods, without giving any reason.
However, this right does not apply to sealed cosmetic products and hygiene goods if they have been opened after delivery, due to health protection and hygiene reasons.
Return Timeframe
Return Timeframe: 14 days
Important Notice About Cosmetics
For hygiene and safety reasons, we do not accept returns or exchanges of cosmetic products if:
The product has been opened
The seal has been broken
The product has been used or tested
Returns for Damaged, Incorrect, or Defective Items
We only accept returns if:
The goods arrive damaged, incorrect, or defective
You notify us within 48 hours of delivery
You provide the required photo/video documentation
Please contact us by email:
📧 velvetshop.cosmetics@gmail.com
Required Evidence
For damaged items, please provide:
Photo(s) of the damaged product
Photo(s) of the inner packaging (e.g. bubble wrap, kraft paper) and the outer packaging (box)
Photo(s) of the product together with the shipping label from the carrier
Photo(s) of the product repacked exactly as it was delivered
For faulty or defective items, please provide:
A photo clearly showing the front of the product
A photo clearly showing the barcode
A photo clearly showing the batch code
If the return request is due to a product malfunction, you must also provide:
A video clearly showing the defect
Return Address
Returns must be sent to:
VelvetShop
Apt. 1, 79 Sadova St., smt Oleksandrivka, Chornomorsk, Odesa Oblast, 68091, Ukraine
Ukraine
Return Shipping Costs
The store covers the shipping costs for damaged or defective items.
We do not accept returns for any other reasons.
Refund Procedure
If a return is approved, the refund will be processed using the same payment method that was used for the original transaction.
The money will be returned only to the same card or payment method used to place the order.
We do not offer refunds to another card, bank account, or payment system.
The refund will be issued after we receive and inspect the returned goods or after confirming the damage/defect.
The refund processing time may take up to 14 business days, depending on the payment provider or bank.
The customer will not be charged any additional fees for the refund.
Company Information
Company name: Iryna Chumak, Sole Proprietor
Registration code: 2970124100
Legal address:
VelvetShop
Apt. 1, 79 Sadova St., smt Oleksandrivka, Chornomorsk, Odesa Oblast, 68091, Ukraine
Ukraine
Bank details:
Account (IBAN): UA77 305299 00000 26000014930125
Bank: JSC CB "PrivatBank", Ukraine
Phone: +373 69 140 784
Email: velvetshop.cosmetics@gmail.com
Final Provisions
We reserve the right to refuse a return if:
The request is submitted after 48 hours
Required documentation is not provided
The product was opened or used
The product is not defective
The product is a cosmetic or hygiene item with a broken seal
