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UPDATE: Due to the current COVID-19 situation, our fulfillment times are longer than usual for some product categories. Our products generally ship within 3-5 business days. However, if products are in high demand it can take up to 2-3 weeks before the product is received (however this is rare).
International shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees. The customer is responsible for any fees.
If your order didn't end up arriving, be sure to let us know.
First, check your shipping confirmation and check that you entered the correct address. If the address was incorrect, we'd be happy to send you another order to the correct address, however it will be at your cost.
If the shipping was correct, get in touch with us at firstname.lastname@example.org, and make sure to quote your order number. We will see what can be done.
For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date.
Shipments that go unclaimed are returned to us, and you will be liable for the cost of a reshipment to yourself.
If there is a print mistake, a reprint can be ordered immediately. However, our products are printed on demand, seeing how they are specially made just for you, we can't accept any refunds. Any returns or problems that occur because of an error on our part will be handled at our expense. We will replace items if they are defective or damaged. Any claims for defective/damaged items must be submitted within 2 weeks after the product has been received. You must send us a detailed description, and a photo of the damaged product to email@example.com first before returning product to address: The House of Red Velvet 11025 Westlake Drive, Charlotte, NC 28273 for US deliveries, or The House of Red Velvet Lidostas parks, Marupes novads, Latvia LV-2167 for international EU deliveries. Please check the return address on your packing slip. In some cases, it may be a different return address. Items must be returned unused and in the same condition that you received it. It must also be in the original packaging.
There are no refunds for gift cards, sale items, buyers remorse, or for wrong size orders. We ask that you refer to the size chart, and ask any questions you may have first before purchasing. If you would like to exchange or return a product due to a wrong size ordered, then it would be handled at your expense by placing a new order.
According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore we reserve rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.