Terms and Conditions

Velvet Monae Return & Refund Policy

Our Commitment

At Velvet Monae, every creation is made with intention, artistry, and care. Each jar, bottle, and blend is handcrafted in small batches using plant-powered ingredients chosen for their purity, performance, and luxury. Because our products are personal in nature and designed for direct skin contact, maintaining the integrity, hygiene, and freshness of every item is our highest priority. We stand behind the quality of our craftsmanship and want every experience with Velvet Monae to feel exceptional — from the moment you order to the last drop of your product.

All Sales Are Final

Due to the delicate and handcrafted nature of our skincare and body products, all sales are final once an order has been processed. This policy ensures that every customer receives products that are new, untouched, and uncompromised in quality.

Damaged or Incorrect Orders

We take every precaution to package your order securely, but should your items arrive damaged, defective, or incorrect, please contact us immediately upon delivery. But no later than 1-2 days of confirmed delivery.
Email velvetmonaes@gmail.com customer service email with your order number, a brief description of the issue, and very clear photos of the product and packaging upon arrival. Upon review, we’ll offer one of the following resolutions:

• A replacement item for damaged or incorrect products
• A store credit or partial refund if replacement is not possible.

**Please note that we cannot and will not process claims submitted after 2 days of confirmed delivery regarding damaged items. **

Warm Weather & Melting Policy

Our whipped body butters are made from pure, natural ingredients — free of synthetic stabilizers or waxes — which means they are sensitive to temperature changes. During warmer months or in hot climates, body butters may soften or fully melt during transit. While this may alter the whipped texture, it does not affect the quality, safety, or performance of the product. If melting occurs, simply place your jar in a cool area or refrigerator for a short period, and the butter will firm back up.

We take care to ship items with protective packaging and offer guidance for care upon arrival. Each order is packaged with care to minimize exposure to heat, but Velvet Monae is not responsible for products that melt during transit. By purchasing, you acknowledge this natural occurrence as part of our commitment to using clean, preservative-free ingredients.

Refunds

Refunds are only issued in cases where:

• The wrong product was shipped in error
• The product arrived damaged or defective and cannot be replaced
• The package was verified as lost in transit by the carrier

Once approved, refunds will be processed to your original payment method within 5–10 business days, depending on your financial institution’s processing time.

Exchanges

We currently offer exchanges only for damaged or incorrectly shipped items. Because each product is handmade in limited quantities, we cannot guarantee availability for all replacements. In such cases, a store credit of equal value will be provided. And the customer can make a purchase of the exact item when it becomes available or other current items listed in the store. 

Cancellations

Orders may be canceled within 24 hours of purchase if they have not yet been processed or shipped. Once your order is fulfilled, it cannot be modified or canceled, as production begins immediately to ensure timely delivery.

Our Promise to You

Velvet Monae was created with love, integrity, and intention — and we want every part of your experience to reflect that. While we cannot accept returns on opened or used products, we are deeply committed to your satisfaction and peace of mind. If you have any concerns or feedback about your purchase, please don’t hesitate to reach out. We’ll do everything within reason to make it right, because your trust means more to us than any transaction.

Contact Us

We are deeply grateful for every customer who chooses Velvet Monae. Our mission is to ensure your products arrive as beautifully as they were created.

We will respond to all messages within 48 hours (excluding weekends and holidays). For all return, replacement, or order inquiries, please contact us directly at velvetmonaes@gmail.com . 

Velvet Monae Shipping Policy

At Velvet Monae, every order is made with care, patience, and intention. Because our products are handcrafted in small batches to ensure freshness and quality, each order is prepared, packaged, and shipped with the same level of love that goes into our formulations. We strive to provide a seamless and reliable delivery experience, ensuring your items arrive safely and beautifully presented — just as luxury should be.

Processing Time

All orders are processed within 3–7 business days (excluding weekends and holidays). During sales, seasonal promotions, or high-demand periods, processing times may extend slightly. Once your order has shipped, you’ll receive an email confirmation with tracking details so you can follow your package every step of the way. Because our products are freshly made, processing begins as soon as your order is received — therefore, we are unable to make changes or cancellations once fulfillment has started.

Shipping Methods & Delivery Time

We ship nationwide within the United States using trusted carriers such as USPS, UPS, or FedEx.

Estimated delivery time after processing:

• Standard Shipping: 3–7 business days
• Expedited Shipping: 1–3 business days (where available)

Delivery times may vary based on your location, carrier delays, or severe weather conditions beyond our control.

Warm Weather & Body Butter Shipping

Our whipped body butters are made from pure, natural ingredients — free of synthetic stabilizers or waxes — which means they are sensitive to temperature changes. During warmer months or in hot climates, body butters may soften or fully melt during transit. While this may alter the whipped texture, it does not affect the quality, safety, or performance of the product. If melting occurs, simply place your jar in a cool area or refrigerator for a short period, and it will firm back up. Allow it to return back to room temperature before use. 

Each order is packaged with care to minimize exposure to heat, but Velvet Monae is not responsible for products that melt during transit. By purchasing, you acknowledge this natural occurrence as part of our commitment to using clean, preservative-free ingredients.

Shipping Locations

At this time, we ship within the United States. International shipping options may become available in the future as we expand our distribution network.

Order Issues & Lost Packages

If your tracking shows your order as delivered but you have not received it, please contact your local postal service or carrier first, as they often provide exact delivery details. If your package is confirmed lost in transit, please contact us within 1-2 business days of the last tracking update, and we will work with the carrier to find a resolution.

Customer Care

We are deeply grateful for every customer who chooses Velvet Monae. Our mission is to ensure your products arrive as beautifully as they were created.

We will respond to all messages within 48 hours (excluding weekends and holidays). For all return, replacement, or order inquiries, please contact us directly at velvetmonaes@gmail.com .