Package Protection

Velvé Pro Package Protection provides additional protection for eligible orders that are lost in transit or arrive damaged.

It is an optional extra you can add to your order in the cart. It is a service provided directly by Velvé Pro — it is not insurance, and it is not provided by an insurance company or a carrier.

What is covered

Lost in transit

If the shipping carrier or the tracking information confirms that your parcel has been lost in transit, Velvé Pro will provide either a replacement shipment or a refund for the affected protected item.

Which of those two resolutions applies is selected by Velvé Pro based on the circumstances of the claim, such as stock availability and the shipping destination.

Damaged on arrival

If your order arrives damaged, please contact us within 7 days of confirmed delivery and include reasonable photographic evidence showing the damage.

Once the claim is verified, Velvé Pro will provide either a replacement or a refund for the affected protected item, selected by Velvé Pro based on the circumstances of the claim.

What is not covered

Package Protection does not cover:

• incorrect or incomplete delivery addresses entered at checkout;
• parcels that are refused or not collected;
• normal carrier delays;
• customs delays;
• delivery delays that do not amount to a confirmed lost shipment;
• packages that tracking confirms were successfully delivered, and are lost or stolen afterwards;
• damage reported more than 7 days after confirmed delivery;
• ordinary dissatisfaction with the product that is unrelated to shipping damage;
• claims found to be fraudulent;
• claims where reasonable supporting evidence cannot be provided.

How to make a claim

Get in touch through our Contact page, or email support@velvepro.com. We aim to respond within 24 hours, Monday to Friday.

To help us resolve your claim quickly, please include:

• your order number;
• a short explanation of the issue;
• photos of the damage, for damaged-on-arrival claims;
• any relevant tracking information, where applicable.

Resolution

Once we have what we need, we will confirm the outcome of your claim by email. Approved replacements are dispatched using our standard shipping process. Approved refunds are issued to your original payment method and cover the affected protected item.