FAQs

Frequently Asked Questions (FAQ)

How can I contact Velvet Sail?

You can email us at info@thevelvetsail.com Our customer service crew will be happy to help you with whatever you need regarding your VelvetEdge trimmer.

Do you ship worldwide?

Yes.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order for the VelvetEdge?

Since we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. All requests after that time will be denied. Don't sweat it, though—you can still return your VelvetEdge for a full refund after you receive it.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons.

We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. (We don't ship on weekends, just a heads up.)

How long will it take to receive my VelvetEdge order?

Due to high demand, orders may take between 2-4 weeks to arrive.

What if I don't receive my order?

If you don't receive your order within 30 days after shipping, you are eligible for a full refund. We'll make it right.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars. This means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives to its final destination; these are determined by your local customs office.

Payment of these charges and taxes is your responsibility and won't be covered by us. We are not responsible for delays caused by the customs department in your country. For further details on charges, contact your local customs office.

How do I return my VelvetEdge trimmer?

Please just contact us at info@thevelvetsail.com to start the process.

What if the VelvetEdge I received is defective/incorrect/damaged?

Please contact us ASAP if you have received merchandise that is incorrect, missing, and/or defective. Make sure to include your order number, photographs of the item(s) and all related references when you email us. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited back to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of us receiving the returned item or cancellation request.

If you haven't received a credit yet, contact your bank or credit card company. It may take some time before the refund is officially posted to your account.