HOW CAN I GET HELP IF I HAVE A QUESTION?

Our customer care service can be contacted easly in three different ways:

  1. By Whatsapp at +372 5493 8867
  2. With the live chat directly on the website
  3. By email at info@velvet-closet.com

We will do our best to give you the fastest answer.

WHERE ARE YOU LOCATED?

We are European based without a fix location. We are an online business.
However we are often in the main capital and fashion places. Meeting with appointment only.

WHAT ARE YOUR OPERATING HOURS?

We are available for immediate answer Monday through Saturday from 10am to 8pm. Please feel free to contact us outside of our regular business hours, we will do our best to guarantee you a quick response

WHAT FORM OF PAYMENT DO YOU ACCEPT?

For purchase directly to Velvet closet
Bank transfer is the preferred form of payment. However, for purchase below 3000€ we also accept PayPal.
For purchase through chosen partner or platform
Please refere to payment policy. Credit cards and other forms of payment are possible.

WHICH KIND OF ITEMS DO YOU SOURCE?

We currently source mainly handbags but you are free to send us other items that we will consider. Prices indicated follow the market. 

DO YOU WORK WITH OTHER DEALERS?

Only approved dealer are eligible to access our platform. If you wish to work with us, feel free to contact us

WHERE AND HOW DO YOU SHIP?

For purchase directly to Velvet closet
We ship in all Europe including Turkey, Russia, Belorussia, Ukraine and UK free of charge with the local fast delivery services. Chosen carrier will be given prior purchase. If you have a preferred carrier feel free to indicate it at the time of purchase (extra fees may apply). All shippement are insured with tracking number and signature required by the the recipient.
For purchase through chosen partner or platform. 
Please refere to their delivery policy. Worldwide shippement is possible.

HOW MUCH WILL THE DELIVERY COST?

Only approved dealer are eligible to access our platform. If you wish to work with us, feel free to contact us

CAN I RETURN THE PRODUCT I RECEIVED?

If an item has been purchased in person, it is sold “as seen” and we reserve the right to not accept a refund request.

Online sales: Within 7 days of receiving your item, you have the possibility to return it at your own expenses once you have received a return request approval from us. Return request must be justified. We do our best to provide you with clear pictures and exact description of each product.

All items should be returned as they were received with all relevant tags and documents in place. Returned products do not matching their original state may not be accepted and shall be returned to the buyer.

All items must be returned with an approved courier via a trackable method. The buyer should carry the return expenses. 15€ will be deduced from the refunding for restocking fee and original shipping costs.

We are not responsible for returned items that have been lost in transit.

HOW CAN I BE SURE MY ITEM IS AUTHENTIC?

Every item on the site is guaranteed authentic and checked by at least two experts. We do not take lightly the authentification process to ensure the highest security. If you should ever have a question regarding the authenticity of an item you purchase, we will be happy to go through each piece of doubt with you personally.

WHY AN ITEM MARKED AVAILABLE IS IN FACT SOLD OUT?

We update sold items manually and periodically throughout the day therefore it is possible that you contact us regarding a sold item. Please know that Velvet Closet can get several orders for the same item, especially a very demanding item that has just been added to the site. Unfortunately, we have only one of each item therefore we proceed the requests one by one at the time they arrive. We do not give the priority to anybody.

WHAT ARE THE DELIVERY TIMES?

Once your payment is cleared the parcel will be ready and send within 72 hours, the estimated delivery time can vary from 1 to 5 working days. A tracking number will be giving to you.

WHICH PAYMENT METHODS DO YOU ACCEPT?

New clients are kindly asked to proceed with a third part giving platform/partner that will accept:

  • Credit card
  • PayPal
  • Wire transfer

Payment to Velvet Closet directly will be by wire transfer only for amount over 3000€. Paypal is accepted for amount below 3000€. Payment in USD are accepted.

MAY I NEGOTIATE YOUR PRICE?

 

You are free to propose your price and we are free to accept or not.

WHY PRICES ARE SO DIFFERENT FOR THE SAME ITEM?

In luxury second hand, all the details matter. Some pieces are very rare just because of the color or the special leather. In addition the initial seller might want a price different that another seller for the same item. Obviously, we advise the seller on the pricing but he will have the last word and we have the possibility to refuse high prices to guarantee our buyers a fair market rate.

WHICH ITEM DO WE ACCEPT?

Only items in good condition can be accepted on Velvet Closet. We can’t accept items in fair condition like dirty with a great deal of wear and tear, torn lining or with holes, huge marks, hard damaged leather, worn out corners, with odours (smoke/musty smell), item requiring repair.

However, we are ready to consider any submition even if it should result of a refusal.

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