Refund policy
At Velvet & Moss, we want every order to feel special. If something isn't right, we'll do our best to make it right.
Returns
Returns are accepted only for items that arrive damaged, defective, or if we made an error with your order.
Please contact us within 7 days of delivery if there is a problem. Including photos of damaged items will help us resolve the issue as quickly as possible.
Hidden Shelf Books
Hidden Shelf books are thoughtfully curated surprise selections.
Because the experience is built around discovering an unexpected story, we cannot accept returns or exchanges because:
- You already own the book.
- You have previously read the book.
- The book was not one you would have selected yourself.
- You changed your mind after purchase.
Thank you for understanding that each Hidden Shelf is carefully chosen to create a unique reading experience.
Quiet Companion & Other Gift Items
Returns on unused, non-personalized items may be considered on a case-by-case basis if you contact us within 7 days of delivery.
Items must be unused and returned in their original condition and packaging.
Refunds
Approved refunds will be issued to the original payment method after the returned item has been received and inspected.
Original shipping charges are non-refundable unless the return is the result of our error.
Questions?
If you have questions about an order, please contact us. We are always happy to help and will work with you to find the best solution.