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FAQ

Ordering


Deliveries


Returns


Gift Cards


Ordering


How do I place an order?

It's very easy to place an order on the Velvet Scarlet webshop. Once you have selected the color and amount of your favourite item, click on the ‘Add to cart’ button. When you have finished adding items to your shopping bag, select a delivery method and a payment method. After your payment has been accepted, you will receive an e-mail confirming your order. We will send you another e-mail when your order has been shipped.


How do I register as a new customer?

To register as a new customer, click on the sign in symbol: sign in symbol. You will be able to enter your e-mail address and a password of your own choosing, or login via your Facebook profile. You now have a practical overview of all your orders, you can keep a wish list with all of your favorite items, and you can easily adjust your contact details and delivery address.

What will happen with my personal details?

Your personal details will only be used for the purposes of managing your order, the after-sales service and for sending you information about Velvet Scarlet. We will never pass on your details to third parties. For further information, please consult our privacy policy.

I have forgotten my password, what should I do?

If you have forgotten your password, you can request a new one. To do so, select ‘Forgot your password?’ above the ‘Sign in’ tab. You will then be sent an e-mail with further instructions.

In which countries can I place orders online?

Velvet Scarlet delivers worldwide!*

Please note that deliveries outside of Belgium may be subject to customs, regulatory or legal restrictions. To comply with local legislation, you or the shipping recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply to all products purchased from Velvet Scarlet. We are unable to offer any assistance or advice if either issue arises. Some items cannot be shipped overseas due to legislation that prohibits the transport of good that can be considered dangerous. These will include all our aerosols, fragrances and nail varnishes. 

In line with our new pricing policy, all prices include VAT (where applicable). Velvet Scarlet does not accept responsibility for VAT claims.

*Due to import laws we are unable to ship cosmetic makeup items to Turkey.


How can I use a discount code?

If you have received a discount code, you can enter this code when you confirm your order, in the ‘Discount codes’ box. The discount to which you are entitled will then be deducted automatically.

The discount Code box can be found:

  • Computer: In the checkout page, on the right side, below your products. 
  • Mobile: You will be asked to submit your address and shipping method, before being able to enter your discount code. This will be asked on the payment method page. 

Which Payment methods are accepted?

In order to pay for your purchases on this site, you can choose from the following payment methods:

    • Credit cards: Visa, MasterCard, American Express
    • Debit cards: Bancontact/Mister Cash, Maestro
    • Online banking: Sofort, KBC Online/CBC Online, ING Homepay, Belfius Direct Net for Belgian customers and iDEAL for Dutch customers
  • Paypal
  • Velvet Scarlet Gift Card

Why has my order been cancelled?

If you find in your online account that you order has been cancelled unexpectedly, then this may be due to several reasons:

It could be a security problem with your payment details, as all our orders are screened for Fraud and if the details entered are not correct, then this can lead to the order being cancelled for both our own and the card holders security.

We normally only sell products that are in stock, however, occasionally it is possible that an item is out of stock or found faulty prior to dispatch in the warehouse and, therefore, could be cancelled.

We reserve the right to refuse service if an order is thought to be fraudulent or not in line with our terms and conditions.

A refund will be issued normally within 2 working days if not already done so.


How can I cancel my order?

Our aim is to process and pack your order as soon as possible, to get it on its way to you. There is a very limited amount of time after an order has been placed, when we may be able to cancel your order, but this is not guaranteed. If your order has been picked and packed in our warehouse, or if you have received a 'Your order is on the way' email, then unfortunately we will not be able to cancel the order at that stage.

If you wish to Cancel an order, contact us via the contact customer service form below, and we will do our best to action this for you.


Deliveries


How long does it take to receive my parcel?

Velvet Scarlet will make every effort to deliver your order as quickly as possible. We aim to deliver your order within the number of days shown for your country below.

Europe Rest of the World
Estimated Delivery Time*  1-5 business days 5-20 business days

*Delivery time go into effect the business day after you place an order and are indicative.

Delivery rules and restrictions:

    • Please note that Saturday, Sunday, and bank holidays are not classed as business days.
    • If you have not received your delivery within the number of days shown for your country in the table above, please track your order or contact our Customer service.
    • Please note that an order placed on Friday afternoon, or during the weekend, will only be processed on Monday.
    • During busy periods, such as the end of the year or during the sales, delivery may take a little longer.
  • In principle, an order placed before 1 p.m. on business days will be dispatched the same day.

How much do you charge for delivery?

Free Delivery Service Point Delivery Standard Delivery
Belgium Free Delivery on orders over €35  €4 €5
The Netherlands + Germany Free Delivery on orders over €75 €6 €8
Luxembourg Free Delivery on orders over €75 - €9
France Free Delivery on orders over €75 €9 €11
UK Free Delivery on orders over €75 €9,5 €12
Monaco Free Delivery on orders over €75 - €12
Austria Free Delivery on orders over €75 €9,9 €14
Denmark Free Delivery on orders over €75 €12,5 €15
Ireland + Italy Free Delivery on orders over €75 - €16
Hungary, Latvia, Lithuania, Poland, Slovenia, Slovakia, Czech Republic, Sweden Free Delivery on orders over €100 - €18
Portugal Free Delivery on orders over €100 €21 -
USA Free Delivery on orders over €100 - €25
Spain Free Delivery on orders over €150 - €27
Bulgaria, Romania, Serbia, Norway, Switzerland Free Delivery on orders over €150 - €30
Rest of the World Free Delivery on orders over €150 -

€35


Due to import laws we are unable to ship cosmetic makeup items to Turkey.


How do I track my parcel?

As soon as we dispatch your package, we will send you an e-mail with a tracking code, to follow the process of your parcel.

Customs

Please note that deliveries outside of Belgium may be subject to customs, regulatory or legal restrictions. To comply with local legislation, you or the shipping recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply to all products purchased from Velvet Scarlet. We are unable to offer any assistance or advice if either issue arises. Some items cannot be shipped overseas due to legislation that prohibits the transport of good that can be considered dangerous. These will include all our aerosols, fragrances and nail varnishes.

If you encounter the following image on a product page, the item will only ship to EU countries that do not require aircraft for shipping:

 


Missing Item?

If there is an item missing from your order, please report this to our customer services department by completing the Contact Form below and we will investigate the issue further for you.

Please also check that the item has not become caught within the package, as small items can sometimes become entangled in the inner paper of void fill packaging.


Damaged Item?

We do endeavour to package items as securely as possible however rough handling in transit can sometimes cause damage which is beyond our control.

Please report any damages to our customer services department by completing the Contact Form below and we will assist you further with the issue. Please specify which item(s) is affected and the damage that has occurred.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.


Wrong Item?

We apologise if we have made an error regarding your order and sent an incorrect item.

Please report this to our customer services department by completing the Contact Form below, letting us know what you have received in error and we will do our very best to rectify any mistakes made as soon as possible.


Returns


Which conditions must be satisfied by a product I wish to return?

If for any reason you are not happy with your purchase, you may return any unopened and unused items to us within 14 days of receipt.

All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.

Certain personal items (hair brushes, hair accessories) as well as Gift Cards and Clearance items are considered final sales. 


How do I return an item to Velvet Scarlet?

Follow these 3 easy steps to return your items by mail.

Step 1: Go to velvetscarlet.myreturnscenter.com

  • Enter your order number and email address in the requested fields and click Start a Return
  • Follow the screen instructions and select the items you want to return
  • You will get a confirmation email with shipping guidelines

Step 2: Package your return

Package your return item in the manufacturer's product box and Velvet Scarlet packaging (if available). Otherwise, pack your return in a well-padded envelope or box to prevent damage in transit. Do not send merchandise in non-sturdy packages - if we receive the product(s) back damaged - we cannot refund you. The item(s) must arrive back to our warehouse in saleable condition. We recommend that you insure the package as well - as we cannot be responsible for items that break in transit or are lost or missing. 

Step 3: Ship your return

Returns can be mailed to:
Velvet Scarlet - Rembrandtstraat 33 - 2018 Antwerp - Belgium


Will the postage costs be refunded if I return an order?

Please note, Velvet Scarlet will only reimburse the cost of the products and not any return postage or original shipping fees (if charged).


Have you received the package I have returned?

Please allow up to 21 working days for action of your return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If 21 working days have passed since you posted a returns package to us, please get in touch using the contact form below.


Can I exchange a product?

Please note that we do not offer exchanges when you return online purchases by mail.


Gift Cards


How can I buy a gift card?

You can buy gift cards here

How long are gift cards valid?

Gift Cards must be redeemed within 12 months of their purchase date.

Can I return a gift card?

Gift cards cannot be returned and may not be exchanged for cash or any other payment, not even partially.

What happens when my order is less than the value of my gift card?

If your order is less than the value of your gift card, the remaining balance will stay active on your gift card.

Contact Customer Service

 

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