Shipping policy

📦 SHIPPING POLICY
Last updated: 22nd May 2025

At Velvet Symphony, every item is made with care and precision at our dedicated factory in Canada. We’re committed to ensuring a smooth and reliable delivery experience from our hands to your home.

🏭 Where We Ship From
All orders are made to order and shipped directly from our Canadian factory. We work with trusted couriers like DHL, UPS, and national carriers to provide fast and reliable delivery worldwide.

⏱️ Processing & Production Time

  • Made to Order: Each product is crafted and packaged upon purchase
  • Processing time: 1–2 business days
  • Order cut-off time: 2 PM (orders after this ship next business day)
  • Shipping days: Monday to Friday

🚚 Estimated Delivery Times

Region
Delivery Time (Business Days)
United Kingdom
3–5
Europe
4–6
USA
1–2
Rest of World
5–10

Please note: These are estimates and may vary based on courier performance or customs clearance.

💰 Shipping Costs

  • UK Orders: Free shipping on All orders.
  • International Orders: Shipping is calculated at checkout based on destination and weight

🛃 Customs, Duties & Import Taxes
When working with us you have the following options when it comes to taxes as well as import taxes: pre-paid and included in the price of the order.

🔎 Tracking & Lost Packages
Once your item has shipped, you will receive a confirmation email with tracking information.

If your item hasn’t arrived within the estimated window:

  • Wait an additional 2–3 business days
  • Check your local delivery office or with neighbours
  • Then contact hello@velvet-symphony.com for help

⚠️ Important Notes

  • Address Accuracy: Customers are responsible for providing correct shipping details. Orders shipped to incorrect or incomplete addresses are not eligible for reshipment or refund.
  • PO Boxes: We do not ship to PO Boxes or military addresses.
  • Product Restrictions: Customers should confirm that items can be imported to their country before placing an order.

🔄 Returns & Exchanges
Returns are accepted within 30 days of delivery if items are unused and in original packaging.

  • Return shipping is the customer's responsibility unless the item is defective or incorrect
  • Refunds are processed to the original payment method within 7 business days of return receipt

Visit our Returns Policy for more details.

📩 Questions?
We’re always happy to help — email us at hello@velvet-symphony.com for assistance with your order.