Returns & Refunds

VELVET

Returns & Refunds

Last updated June 2025

We want you to love every piece from Velvet. If something isn't right, we're here to make it right.

RETURN ELIGIBILITY

Items may be returned within 14 days of the delivery date, provided they meet the following conditions:

  • Unworn, unwashed, and in their original condition
  • Original tags attached and packaging intact
  • Accompanied by your order confirmation email or receipt

NON-RETURNABLE ITEMS

For hygiene reasons, the following items are final sale and cannot be returned or exchanged:

  • Underwear and thongs (all styles)
  • Swimwear (briefs, bottoms)
  • Any item that has been worn, washed, altered, or shows signs of use
  • Sale or discounted items marked as final sale at checkout

HOW TO RETURN

Step 1. Email hello@heyjojogo.com with your order number and the item(s) you wish to return. We will respond within one business day with a Return Authorisation (RA) number.

Step 2. Pack your item(s) securely — we recommend using the original Velvet packaging if available. Write your RA number clearly on the outside of the parcel.

Step 3. Ship to the address provided in our return confirmation email using a tracked service. Return postage costs are the responsibility of the customer unless the item is faulty.

Step 4. Once we receive and inspect your return, we will process your refund within 5–7 business days. You will receive an email confirmation when your refund has been issued.

REFUNDS

Approved refunds are returned to your original payment method. Please allow 3–5 business days for the amount to appear on your statement after we have issued the refund — processing times vary by bank.

EXCHANGES

We're happy to exchange for a different size or colour (subject to stock availability). Please note in your return email that you'd prefer an exchange, and we'll hold the item for you. If your requested size is unavailable, we'll issue a refund instead.

FAULTY ITEMS

If you receive a faulty or incorrectly dispatched item, please contact us within 48 hours of delivery with a photo of the fault at hello@heyjojogo.com. We will arrange a replacement or full refund at no cost to you, including return postage.