Sellers choose and pay their own postage. Velvet Market records the seller-stated delivery charge, shows it before payment and provides the support route for eligible issues.
The seller-set charge is displayed beside the listing and in the basket before payment. Where a basket includes several sellers, each seller’s delivery charge is shown separately and added to the total.
A buyer may request cancellation before dispatch. If accepted, the order is cancelled and the payment is refunded through the payment provider.
Do not return an item directly to a seller. Contact Velvet Market first so an approved, privacy-safe return route can be provided where appropriate.
These rules do not remove statutory consumer rights. The final return position depends on the item, seller status and applicable law.
Refunds may be considered for an accepted cancellation, non-delivery, material difference from the listing, or an item that arrives damaged, subject to evidence and the final terms.
Approved refunds are sent through the payment provider to the original payment method. No manual off-platform payment is permitted.
Report non-delivery, damage or a material listing mismatch promptly, with honest details and supporting evidence.
The seller may be asked for dispatch proof and relevant information. Velvet Market may pause settlement while a case is reviewed and will communicate the outcome.
False claims, abusive contact, evidence tampering or repeated misuse may lead to restrictions or account closure.
Checkout remains in review mode until an approved payment provider is connected. No card payment, order, refund or seller payout is active yet.