REGISTRATION AND YOUR ONLINE ACCOUNT
Do I need to register to shop with you?
No, you do not need to register for an account to shop with VELVET HEAD. Registration simply helps to speed up the ordering process for you and allows you to keep track of your orders. Our customer accounts store password-protected information about order history and current order status. Some details are used to pre-fill address information during checkout.
If I sign up for an online account will I receive marketing emails?
VELVET HEAD will not contact you with marketing emails unless you sign up to our newsletter. If you choose to sign up to our newsletter and later decide you no longer wish to be contacted you can simply ask to be taken off our mailing list.
How do I create an online account?
Creating an account means that you can easily shop with VELVET HEAD. If you would like to create an account simply click here and follow the new customer instructions to create your new account.
If I register for an account will my details be passed on to other companies?
No, we will not pass your details on to other companies.
What should I do if I have forgotten my password?
If you have forgotten your password we will happily reset it for you. Please click the forgotten password link on the account login page and enter your email address.
Once your request to create a new password has been sent we will send you an email to reset your password. Please only request once, multiple requests may result in your account being locked. If for any reason your new password does not work please click here
to contact our Customer Care Team.
Which payment methods do you accept?
We accept; Visa, MasterCard, American Express and PayPal.
Can I cancel my order?
Once you have placed your order, it's ok if you change your mind however, we have varying time limits in which you can cancel. The time limit to cancel an order is dependent on which delivery option you've chosen:
- UK Next Day Delivery - 15 minutes after completing your order.
- UK Standard delivery - 25 minutes after completing your order.
- UK First Class Delivery - 25 minutes after completing your order.
- EU and Worldwide Delivery - 25 minutes after completing your order.
Unfortunately, we can not cancel your order after the time specified above. This is because after this time we will have captured payment for your order and we will now be processing your item(s) ready for dispatch.
If you are within the appropriate time frame and you still wish to cancel your order, please contact us.
If it is too late for us to cancel your order, you can return your order to us once you've received it. Once we have received the goods back, we will process a refund for you. You will need to request a Returns Number if you wish to return any items. For more information on how to return your order please see our returns and refunds page.
Can I add an item to my order after I have placed my order?
Unfortunately, this is not something we are able to do, you will need to place a separate order for anything else that you would like to buy.
Why has my card been declined?
All credit/debit cardholders are subject to checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout.
If this has happened to you, it may be because the billing address details were entered incorrectly. Please ensure that your 'billing address' is the same as the address to which your bank statements are sent. If your card is declined we advise that you make contact with your card issuer for full details.
What can I do if I want to order an item that is out of stock?
Some of the items on our website do sell out quickly but we regularly re-stock. If you have seen an item that you would like to buy and it is showing as out of stock, add your email address to the box shown on that particular product page and we will notify you as soon as that item is back in stock.
I received an email to say that my order has been confirmed but I have now received an email to say that my order has been cancelled, what does this mean?
Unfortunately, on the rare occasion, our systems fail to update and may show stock as available when in actual fact this item(s) is no longer available. If this does happen we have to cancel the item(s) from the order and obviously we do not charge you for the products that have been cancelled. The cancelled item will not be sent out to you once it is back in stock, but we will notify you when it becomes available.
Which courier do you use for UK and International deliveries?
We use the Royal Mail postal service. You can find further information on shipping here.
How can I track my order?
To track your order you will need the tracking number that we sent to you in your dispatched confirmation email. * Please note you will only receive a tracking number if you chose a tracked shipping option.
If you chose a tracked shipping option at the checkout and you have received your unique tracking number then please visit Royal Mail Track and Trace service by clicking here.
If you chose the tracked shipping option at the checkout and you are located within the USA, once your item arrives into the US postal system you can obtain further tracking information by visiting the USPS website here.
Do you deliver to the Channel Islands?
Yes, we offer free standard delivery and First Class shipping options. *Please note that deliveries to the Channel Islands may also be subject to delays due to customs checks.
How long will my order take to arrive?
Standard delivery orders to most areas of Mainland UK should arrive within 4 working days from dispatch. For UK First Class delivery options orders should arrive within 1-2 working days from dispatch. For further information on other shipping options and estimated delivery times please click here.
How can I contact your courier?
If the expected delivery date has passed, we will contact our courier on your behalf. Please click here to contact our Customer Care Team.
For International deliveries, you may need to contact your local postal service in the country of delivery.
Do I need to sign for my delivery?
Yes, all of our delivery options require a signature upon receipt. If you're not available to take delivery of your parcel, the carrier will normally leave a delivery card advising if your parcel has been delivered to a safe location, left with a neighbour or how to arrange collection. * Please not that this procedure may vary for international postal services.
What is your returns policy?
How do I return an item?
Please see our Returns Policy to ensure your items qualify for return.* Please note that you will need a returns number before returning any item(s).
How do I create a returns number?
Please click here.* Please ensure that you have read our returns policy
I have returned my order how long will my refund or exchange take?
We’ll send you an email as soon as we’ve received your return in its original condition. The email will be sent to the same email address as your order confirmation. Once received, we will process your request for a refund or exchange, this is usually done within 1-3 working days.
Once a refund is processed you will receive a confirmation email. The email will be sent to the same email address as your order confirmation.
After receiving the confirmation email, please allow a further 5-10 working days for your refund to return to your account. This timeframe is dictated by your bank or card issuer and is outside of our control.
Your refund will be credited to the same card or payment method with which you made your original purchase. If for any reason this is not possible, (e.g. the card has expired) we will contact you to discuss alternatives.
UK Customers can exchange an item for a different size or colour of the same item. If you would like a different item, then you will need to return the unwanted item for a refund and place a new order. If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead.
You can return any unwanted items to us within 30 days of delivery, provided the items are unworn and have all tags attached. Please note that you are free to use any method of return that you wish so long as it is posted to the address provided and the package contains your unique returns authorisation number. Before returning your item(s) please click here to request a returns authorisation number.
Do I have to pay for returns?
Yes, for standard returns it is your responsibility to pay the postage. We advise that you obtain proof of postage in case your order is lost on its way back to VELVET HEAD.
For further advice please click here to read our full returns policy.
Will my postage be refunded if items are damaged or faulty?
Yes, we will refund the cost of postage for any items classed as damaged or faulty. However, if you decide to return an entire order and this return includes items that do not qualify as faulty/damaged then we are unable to refund the postage for those items. International customers need to pay for the return item(s), if your item is faulty or damaged and we have authorised an international returns number we will reimburse this charge. Please click here to contact our Customer Care Team and provide them with a copy of your proof of postage and the receipt of payment.
PRODUCTS & GENERAL INFORMATION
How can I find out my ring size?
Please click here for our size guide. If you need further assistance with sizing then please contact our customer care team by clicking here.
Is all VELVET HEAD jewellery made with sterling silver?
Yes, we only supply items made with sterling silver.
What is sterling silver?
Sterling silver is an alloy of silver containing 92.5% by mass of silver and 7.5% by mass of other metals, usually copper. Dependent on country of origin modern sterling silver items will be marked with the numbers 925 or the word STERLING.
How can I care for my VELVET HEAD jewellery?
Sterling silver is a precious metal and at some point, all precious metals will tarnish. The amount of tarnishing (oxidation) that occurs is dependent on the care habits of the wearer. Tarnishing is therefore not a manufacturing fault. Luckily sterling silver can easily be restored to its original state. To find out how please see below:
How to clean your jewellery at home:
• Use a polishing cloth regularly to prevent the natural process of tarnishing. (This can be done with a micro fibre cloth or a specialist silver jewellery polishing cloth)
• Clean your jewellery using lukewarm soapy water and a soft brush, but ensure that your jewellery is never submerged. (We do not recommend the use of at home silver polish or silver dips as it may destroy oxidised details and semi-precious stones.
How can I avoid increased tarnishing and possible damage?
• Try not to expose your jewellery to harsh chemicals, such as ammonia, bleach, chlorine and salt water.
• Remove your jewellery prior to cleaning, bathing and swimming.
• Avoid contact with UV light, hairspray, perfume and cosmetics whilst wearing you VELVET HEAD jewellery.
• To avoid damage to chains and cords, undo the clasp to remove rather than slipping over the head.
How should I store my VELVET HEAD jewellery?
• Jewellery should be stored away from natural sunlight and heat.
• Try to keep your jewellery in a protective (lined) jewellery box or a tarnish-resistant pouch.
• Jewellery can also be stored in a plastic zip lock bag made of Mylar or polyethylene.
• The packaging supplied with all VELVET HEAD jewellery is not made for long-term storage as they are not airtight.
What can I do if I want to buy an item but you don’t stock my size?
We stock rings in standard sizes, which are classed as small, medium and large. Some products are stocked in additional sizes such as XXS, extra small and extra Large.
If you have seen an item that you would like to buy and can not see the size you require please contact our customer care team by clicking here.
Is it possible to customise products?
We currently only offer customisations on our necklaces. We make all of our chains and cords in-house, this means that if you have your eye one of our pendants but would prefer an alternative chain or cord we may be able to do this for you. Please click here to contact us regarding custom orders.