Return & Refund Policy
Return & Refund Policy
We want you to feel confident bringing VelvetNest bedding into your home. If something does not work out, this guide explains how returns, exchanges, replacements, and refunds are handled.
Our Return Promise
We understand that buying bedding online means making a decision based on photographs, measurements, descriptions, and the feel you imagine in your space. If your purchase is not right for you, eligible items may be returned within 30 days of delivery.
Make sure the item is within the return period and meets the condition requirements below.
Email VelvetNest with your order number and the item you would like to return.
After return instructions are provided, securely package the eligible product and ship it according to those instructions.
Once the return is received and inspected, an approved refund is initiated to the original payment method.
When Is an Item Eligible?
Because VelvetNest specializes in bedding and home textiles, the condition of returned products is particularly important. Returned bedding must be suitable for inspection and, where appropriate, resale.
Eligible Returns
- Return request submitted within 30 days of delivery.
- Item has not been washed, laundered, worn, used, or altered.
- Product is free from stains, odors, pet hair, makeup, or other marks.
- Original packaging is included where reasonably possible.
- All components and included pieces are returned together.
- Product remains in a condition suitable for inspection.
Not Normally Eligible
- Products that have been washed or laundered.
- Items showing signs of use, stains, odors, or damage.
- Items altered, repaired, personalized, or modified after delivery.
- Returns submitted after the applicable return period.
- Items damaged because of improper care or storage.
- Products clearly identified as final sale where applicable.
How to Start a Return
Please contact our support team before sending anything back. Unannounced returns may be delayed because we need to match the returned package to the correct order and provide the appropriate return instructions.
Email us at support@velvetnest.store and include your order number.
Please briefly explain why you would like to return the item. If the item is damaged, defective, incorrect, or materially different from what you ordered, include clear photographs so that we can assess the issue efficiently.
Return Shipping
Unless the return is caused by an error on our part, such as receiving an incorrect item or an item that arrives damaged or defective, return shipping costs are generally the customer's responsibility.
For a standard change-of-mind return, customers are responsible for arranging and paying the return shipment. We recommend using a tracked shipping service and keeping the tracking information until the return has been processed.
If VelvetNest sends an incorrect product or the product arrives damaged or defective, please contact us before returning it. We will review the situation and provide appropriate instructions for the next step.
Original outbound shipping charges may not be refundable for a standard change-of-mind return unless required by applicable law or otherwise stated during the purchase process.
This helps us identify the correct order, provide the correct return destination, and avoid unnecessary processing delays.
Damaged, Defective or Incorrect Items
We want problems with an order to be resolved as quickly as possible. If your package arrives damaged or you receive an item that does not match your order, please contact us promptly.
What to Send Us
- Your order number.
- A description of the issue.
- Clear photographs of the product.
- Photographs of visible packaging damage where relevant.
- Any useful information concerning the delivery condition.
What We May Offer
Depending on the circumstances, we may arrange a replacement, refund, exchange, or another reasonable resolution.
The appropriate solution depends on product availability, the nature of the issue, and applicable consumer rights.
Refunds & Processing
Refunds are generally issued after the returned merchandise has been received and inspected. Approved refunds are normally sent to the original payment method used for the order.
After VelvetNest approves a refund, the time required for the funds to appear in your account can depend on your payment provider, bank, card issuer, or other financial institution.
We cannot control the processing time imposed by an external payment provider after a refund has been initiated.
Exchanges
If you need a different size, color, or product, please contact us before returning your original item. Depending on inventory and the circumstances, an exchange may be available.
Because inventory can change quickly, we cannot guarantee that a particular replacement color or size will remain available while a return is being processed.
In some situations, the most efficient option may be to return the original eligible product for a refund and place a new order for the preferred item.
International Returns
Customers outside the United States may be responsible for return shipping, customs-related costs, duties, taxes, brokerage charges, or other expenses associated with sending a product back, unless the issue was caused by us or applicable law provides otherwise.
International returns can involve additional customs and carrier requirements. Please wait for our instructions so that the return can be handled as smoothly as possible.
Frequently Asked Questions
A few common questions about returning VelvetNest bedding.
Can I return bedding after washing it?
No. For hygiene and product-condition reasons, bedding that has been washed, laundered, used, or otherwise altered is generally not eligible for a standard return.
What if I ordered the wrong size?
If the item is unused, unwashed, and within the return window, contact us to request a return. Please review our Size Guide before purchasing to help select the most appropriate size.
What if my package arrives damaged?
Contact us as soon as possible with your order number and photographs of the item and packaging. We will review the situation and advise you on the next step.
How long does a refund take?
We initiate approved refunds after the return has been received and inspected. Your bank or payment provider may require additional time to post the funds.
Can I return a sale item?
Unless the product page or applicable promotion specifically states otherwise, discounted products may remain subject to the same return requirements. Items identified as final sale are not eligible for standard returns.
Who should I contact?
Email support@velvetnest.store with your order number and return details.
Need help with a return?
Our customer support team can help you understand the next step for your order.
