Refund policy
We want you to be glad you bought from us. Here's exactly how refunds, returns, and exchanges work for Cash on Delivery orders.
Return window
You have 30 days from the date of delivery to request a return for a refund. Requests made after this window cannot be accepted.
Eligibility
- Item must be unused and show no signs of wear beyond initial inspection
- Original tags and dust bag must still be included
- Item must be in its original packaging
- Proof of purchase (order number or receipt) is required
Final sale items
Items marked "Final Sale" at checkout, including select clearance and limited releases, are not eligible for return, refund, or exchange except where required by law.
How to request a refund
Email info@velvetcarry.com with your order number and the item(s) you'd like to return. We'll send return instructions within one business day. Pack the item securely and ship it back to our workshop address.
Refund method & timing
Because Hide & Oak orders are paid via Cash on Delivery, no card was charged at checkout. Once your return is received and inspected, approved refunds are issued via direct bank transfer to an account you provide, within 5–7 business days of us receiving the item. Original Cash on Delivery handling fees are non-refundable unless the return is due to our error.
Exchanges
Prefer a different color instead of a refund? Note this in your return request email and we'll ship the replacement — paid on delivery as usual — once your original item is on its way back to us, subject to availability.
Damaged or incorrect items
If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with a photo of the issue. We'll send a replacement or issue a full bank transfer refund, including any fees, at no charge to you. Note: natural grain variation and leather markings are not considered defects.
International returns
International customers are responsible for return shipping costs unless the item arrived damaged or incorrect. Any duties or import taxes paid at the time of delivery are non-refundable by Hide & Oak and must be claimed through your local customs authority where applicable.