VELVET POLICIES

Please make sure that your selected products, quantities, variants, contact information, and delivery address are correct before confirming your order. All products and offers are subject to availability. Adding an item to your cart does not guarantee that it is reserved until your order has been successfully completed and accepted. Velvet reserves the right to refuse or cancel an order when necessary, including in cases of product unavailability, obvious pricing or product information errors, suspected fraud or misuse, or incorrect or incomplete customer information. If you need to modify or cancel your order, please contact us as soon as possible. We will do our best to accommodate changes or cancellations before an order has been prepared or dispatched. Once an order has been prepared or handed over to our delivery provider, changes or cancellations cannot be guaranteed.

Due to the personal nature of beauty and personal care products, all sales are final. Velvet does not offer returns or exchanges after an order has been confirmed, except when the issue is caused by an error on our side. We do not accept returns or exchanges due to a change of mind, scent, color or texture preference, choosing the wrong product or variant, or after a product has been opened, tested, or used. A replacement will only be provided when the issue results from an error on Velvet’s side, including receiving a different product from the one ordered, a product missing from your order, or receiving a product damaged due to an issue on our side. Please contact us within 48 hours of receiving your order and provide your order number along with a clear photo or video showing the issue. Once the issue has been verified, Velvet will correct the error and arrange the appropriate replacement at no additional cost to the customer.

Velvet currently delivers orders across Lebanon. Orders are typically delivered within 1–4 days, depending on your location, the time your order is confirmed, weekends, public holidays, and operational circumstances or circumstances beyond our control. During promotions, new product launches, or periods of high demand, delivery may require additional time. Applicable delivery charges will be displayed or communicated during the ordering process and may vary depending on the delivery location or any active Velvet promotion.

Cash on Delivery (COD) is available for eligible orders within Lebanon. Please make sure your name, phone number, and delivery address are entered correctly so our delivery team can contact you and successfully deliver your order. If delivery cannot be completed because of incorrect or incomplete information, or because the recipient cannot be reached, additional delivery charges may apply if the order needs to be sent again. Delivery fees are non-refundable. If a replacement is required because of an error on Velvet’s side, Velvet will cover the delivery costs associated with correcting the issue.

1. We make reasonable efforts to display our product images, colors, descriptions, sizes, ingredients, and packaging as accurately as possible. However, slight variations in appearance may occur due to screen settings, lighting, natural differences between production batches, or packaging updates. Minor variations of this nature are not considered product defects unless they affect the product’s safety or intended use. Prices displayed on the website are subject to change without prior notice. Promotions, bundles, discount codes, gifts, and limited-time offers may be subject to their own terms and may be changed or discontinued depending on product availability or the duration of the promotion. Unless otherwise stated, multiple promotions or discount codes cannot be combined within the same order. Free gifts, promotional products, and bundles are subject to availability.

Your privacy is important to us at Velvet. When you shop with us, place an order, contact us, join the Velvet Birthday Club, apply through Join Velvet / Velvet Girl, or complete any Velvet form, we may collect information that you voluntarily provide to us. This information may include your name, phone or WhatsApp number, email address, city and delivery address, order and purchase information, birthday day and month, Instagram and TikTok accounts, form responses, and any other information you choose to share with us. Velvet may use this information to process and deliver orders, provide customer support, manage Velvet programs, send birthday surprises or special birthday offers, send Velvet updates where you have chosen to receive them, improve our services, and help protect our store from fraud or misuse. Velvet does not sell your personal information. We may share only the information necessary to operate our store and provide our services with trusted service providers.

Expanded Content: When you join the Velvet Birthday Club, we may collect your name, WhatsApp number, and the day and month of your birthday. We use this information to remember your special date and send you birthday surprises or special birthday offers. If you choose to receive Velvet updates, we may also use the contact information you provide to send you Velvet offers, launches, news, and special benefits. Providing your birthday information is optional, and you may ask us to stop sending these communications at any time.

When you apply through Join Velvet / Velvet Girl, we may collect information including your name, email address, WhatsApp number, city, Instagram and TikTok accounts, as well as the answers and information you submit through the application form. Velvet may use this information to review your application, contact you where appropriate, and evaluate potential opportunities for participation, collaboration, or other Velvet-related programs. Submitting a Join Velvet application does not guarantee acceptance, collaboration, or any specific opportunity with Velvet.

1. You may not use the Velvet website for unlawful purposes, attempt to interfere with its operation, gain unauthorized access to any part of the website, or otherwise misuse the services or content available through it. Velvet’s content, images, trademarks, branding, and creative materials may not be copied, reproduced, republished, or used for commercial purposes without appropriate authorization. Velvet may modify or update these policies from time to time to reflect changes to our services, operations, or the way we handle information. The version published on our website will be considered the most current version of these policies.

If you have a question about an order, product, delivery, Velvet policy, or your personal information, please contact us through our customer service channels. For order-related inquiries, please provide your order number and the phone number used for the order so we can assist you more quickly.

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Email: info@velvetthemermaid.com