Shipping policy

Shipping Policy

Last Updated: July 2026

At The Velvet Co., we are committed to delivering every order quickly, safely, and in the best possible condition. As we deal with temperature-sensitive products, we manage our deliveries through our own in-house delivery team to ensure product quality and freshness.

1. In-House Delivery

Unlike traditional courier services, all eligible orders are delivered directly by The Velvet Co.'s in-house delivery team. This allows us to maintain strict quality standards and ensure proper handling throughout the delivery process.

2. Delivery Time

Our products are transported using cold-storage packaging to maintain their quality during transit.

We aim to deliver your order as quickly as possible, and in most serviceable locations, we strive to complete delivery within 1 hour of order confirmation.

Please note that delivery times are estimates and may vary due to factors such as:

Weather conditions
Traffic or road closures
High order volumes
Local restrictions
Other unforeseen circumstances

While we always try our best to deliver within the estimated timeframe, delays may occasionally occur.

3. Delivery Coverage

In-house delivery is available only in selected serviceable locations.

If your location is outside our delivery area, we may not be able to accept your order or may contact you to discuss alternative delivery options.

4. Order Tracking

Once your order is confirmed, our team will keep you informed about the delivery status through available communication channels such as phone, SMS, or WhatsApp, where applicable.

5. Damaged or Lost Orders During Delivery

Your order remains our responsibility until it is successfully delivered to you.

If, before delivery:

The package is damaged,
The product is broken,
The package is lost,
The cold-storage packaging is compromised, or
Any issue occurs during transportation,

The Velvet Co. will take full responsibility.

Depending on the situation, we will:

Send a replacement product at no additional cost, or
Provide a full refund if a replacement is not possible.

6. Delivery Attempts

Please ensure that someone is available to receive the order at the provided delivery address.

If our delivery team is unable to deliver because the customer is unavailable or the address/contact details are incorrect, additional delivery attempts or charges may apply.

7. Order Inspection

We recommend inspecting your order immediately upon delivery.

If you notice any visible damage or receive an incorrect product, please contact us within 48 hours of delivery with clear photographs and your order details so we can resolve the issue promptly.