Velvet Boutique
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About Us
Velvet Boutique are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us feedback@velvetboutique.co.uk

Our Contact details:
Velvet Boutique
68 Cornhill Terrace
Edinburgh
EH6 8EL
Scotland
United Kingdom
Phone: +44 (0)131 538 9217
Email: info@velvetboutique.co.uk
Velvet Boutique are not VAT Registered at present

Making A Purchase Making a purchase could not be easier. Just browse our store, and add any products that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order and you may enter any e-voucher/e-coupon codes.

You may place your order by phone, snail mail or via the internet. Our payment provider WorldPay accepts Mastercard, Visa, Visa Delta, Visa Electron, Visa Purchasing, JCB, Solo and Switch.

Your order (once payment has been confirmed by RBS WorldPay) is sent via email to Velvet Boutique. The order includes product and delivery details; your card details are NOT included with the order, please refer to "Security" below. We review each order manually so will confirm receipt of your order to your email address within 48 hours.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable - be assured we are unable to add charges onto payments already processed online.

Each product's delivery time is listed in its product description. Our designers make your order, then ship it to us and we then ship it to you. You should receive 3 emails: One from WorldPay confirming your transaction, one from us confirming your order and one more from us at a later date confirming that we have shipped your order. Please see "Shipping" below for further information.

Please do not hesitate to contact us with any enquiries about your order during Mon-Wed and Fri between 9:00-17:00 GMT November-March, (GMT+1hr April-October).

Email: orders@velvetboutique.co.uk

UK Customers: 0131 538 9217

Rest of World: International Code +44 131 538 9217

PAYMENTS
All online transactions are in £ GBP and are processed securely by RBS WorldPay. Velvet Boutique does not even see your credit/debit card details. Any phone transactions will be processed by WorldPay. Velvet Boutique does not hold or collect credit/debit card details.

WorldPay is a secure, SSL encrypted transaction environment. It is part of the The Royal Bank of Scotland Group, the 5th biggest banking group in the world, and WorldPay payment solutions are trusted by thousands of businesses worldwide. When you reach the point of entering your credit card details you will be transferred to their secure pages -your browser will show the padlock sign closed. Please refer to Security and Privacy for further information.

You may also make your payment by:

Phone: Please make a note of the product reference numbers, designers and descriptions, then call us on the above number. Telephone orders will be processed securely via our payment provider RBS Worldpay.

Cheque: Please make your cheque payable to Velvet Boutique and in £ Pounds Sterling and post to our address in the Contact section. Once your funds have cleared (up to 7 working days) then we ship your order.
Shipping And Handling We hold some products In Stock for immediate (1-3 days) delivery.
All other products are exclusively made for you by the individual designers at the time of your order. This made-to-order service means that delivery time varies: Each product's delivery time is listed in its individual product description, found in the shopping pages. Most made-to-order products take 5-14 days, though some may take longer (up to 8 weeks) - please refer to the product description.

The made-to-order service can take from 3 days - 8 weeks (average 1-2 weeks), depending on the time taken to make each individual product and the inter/national shipping involved. Each product's UK delivery time is listed in its individual product description, found in the shopping pages. We ship your order as soon as we receive it from the designer and keep you informed by email of your order's progress. If you have purchased multiple items from multiple designers, we will ship the products altogether, unless you advise us otherwise. Most of our designers make very limited edition collections or one-off peices, so we are sure you will agree that our unique products are definitely worth the wait.

Our designers make your order, then ship it to us and we then ship it to you. You should receive 3 emails: One from WorldPay confirming your transaction, one from us confirming your order and one more from us at a later date confirming that we have shipped your order.

Shipping fees are selectable by the shopper and includes post and packaging:
UK Recorded Delivery: £3.50 (1-15 days)
UK Special Delivery: £4.50 (1-3 days)
UK Courier: £6 (Guarenteed Next Day)
International: £9 (3-28 days)

All UK orders of £65 or more are automatically eligible for Free Recorded Delivery.

UK SHIPPING
All our UK orders are shipped via either Recorded Delivery or Special Delivery with Royal Mail or by Courier. Rarely Recorded Delivery can take up to 15 days, though usually if you are out when your order arrives your local postal worker will leave a card for you to arrange redelivery or pick up from your local depot. For your peace of mind, we recommend Special Delivery Next Day which has to be signed for by the recipient and includes proof of postage and receipt of delivery, transit insurance and Track & Trace (where you can trace your parcel online at www.royalmail.com ). REMEMBER we can ship to an alternate/work address or leave with a neighbour/in a safe place at your request.

Once Velvet Boutique has received your made-to-products from the individual designers, you are likely to receive them the next working day after posting. The following postcode areas may take 2-3 working days: KW16-17, GY1, GY9, HS3, HS4, HS5, HS6, HS7, HS8, HS9, IV41-51, IV55, IV56, PA61, PA62-75, PA76, PA78, PH42, PH43-44, ZE2-3.

REST OF WORLD SHIPPING
All outside of UK orders are shipped via either Airsure (priority registered mail) or International Signed For with Royal Mail. For your peace of mind both these shipping methods have to be signed for by the recipient and includes proof of postage and receipt of delivery, transit compensation and Track & Trace (where you can trace your parcel online at www.royalmail.com).

Airsure applicable countries (up to 2kg) include: Andorra, Austria, Azores, Balearic Islands, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Madeira, Monaco, Netherlands, New Zealand, Norway, Portugal, Republic of Ireland, Slovak Republic, Spain, Spitzbergen, Sweden, Switzerland and USA. International Signed For will be used for all other countries or for items weighing over 2kg.

Once Velvet Boutique has received your made-to-products from the individual designers, you should receive them from 3-28 days after we have shipped them to you. Average delivery guidelines from Royal Mail: 3 days for Western Europe, 4 days for Eastern Europe and 5 days for the rest of the World. Please note these are guidelines and cannot be held responsible for carrier delays. Customs and tax charges may be applicable for shipping to countries outwith the EC - please refer to Tax Charges.
Delivery Schedule We hold some products In Stock for immediate (1-3 days) delivery.
All other products are exclusively made for you by the individual designers at the time of your order. This made-to-order service means that delivery time varies: Each product's delivery time is listed in its individual product description, found in the shopping pages. Most made-to-order products take 5-14 days, though some may take longer (up to 8 weeks) - please refer to the product description.

The made-to-order service can take from 3 days - 8 weeks (average 1-2 weeks), depending on the time taken to make each individual product and the inter/national shipping involved. Each product's UK delivery time is listed in its individual product description, found in the shopping pages. Our returns policy comes into effect on the date of shipping to you.

If you have purchased multiple items from multiple designers, we will ship the products altogether, unless you advise us otherwise. Most of our designers make very limited edition collections and have very few or no stockists, especially outside of Scotland, so we are sure you will agree that our unique products are definitely worth the wait.

You should receive 3 emails: One from WorldPay confirming your transaction, one from us confirming your order and one more from us at a later date confirming that we have shipped your order.

Please refer to Shipping & Handling for exact shipping schedules further detail.


Back Orders If your item is not in stock, we will offer you a alternative reccomendation where an item is a one-off piece or may be able to back order an item for you. You will always be emailed with the option to cancel your order if you would rather not wait. This does not affect the returns policy.
Tax Charges Customs and tax charges may be applicable for shipping to countries outwith the EC. Velvet Boutique endeavour to put the correct Customs Clarifications / Commodity Codes on parcels, but we cannot be held responsible for import duty and charges.

Typical duties for countries outwith EC may be (as at Oct 2004): Ceramic/Porcelain 5-12%, Clothing 12%, Cosmetics Free, Wooden Furniture Free, Cane/Bamboo Furniture 5-6%, Handbags 3-9.7%, Jewellery 2.5-4%, Purses/Wallets 3-9.7%, Toys 0-4.7%. These figures are purely a guide and not legally binding in any way. Please refer to your local Customs Office or Commissioner

EC Countries (as at Oct 2004): Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Irish Republic (Eire), Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovenia, Slovakia, Spain (excluding Canary Islands), Sweden, UK (excluding Channel Islands).
Credit Card Security Velvet Boutique payment pages are held on RBS WorldPay servers to ensure their secure and reliable service. If we take your card details over the phone, they are used once for the order payment by inputing into RBS WorldPay's World Access system. Velvet Boutique does not hold or collect credit/debit card details.

Worldpay ensures safe and secure payment by using an SSL (Secure Socket Layer) enabled link. Only if your credit/debit card has been authorised by RBS WorldPay will your credit/debit card be debited.

If you have any questions/comments about security on www.velvetboutique.co.uk then you should email security@velvetboutique.co.uk.
Guarantee We guarantee your satisfaction. All of our products come with a 14 day (UK Customers) and 21 day (Overseas Customers) no quibble guarantee. Please refer to our returns policy for further detail.
Reaching Us Email: orders@velvetboutique.co.uk

Telephone: If you are taken to voicemail, please leave a message with your full name, phone number and order reference and we will get back to you as soon as possible, or request a specific call back time.

UK Customers: 0131 538 9217

Rest of World: International Code +44 131 538 9217

Address:
Velvet Boutique
68 Cornhill Terrace
Edinburgh
Scotland
EH6 8EL

Visiting our office premises is strictly by appointment only.
Privacy Policy Velvet Boutique payment pages are held on RBS WorldPay servers to ensure their secure and reliable service. Velvet Boutique does not hold or collect credit/debit card details, they are used once for the order payment, then destroyed.

Any information you provide is strictly confidential. Your details will NOT be passed or sold to a third party for marketing purposes. Your address may be passed to a third party strictly for the use of shipping purposes only.

You can elect to join our mailing list by signing-up to a Velvet Boutique membership. If you are on our mailing list we will hold your details (name, address, email, mobile and telephone numbers) on our database. The details that you provide us with will be held and used by Velvet Boutique for direct emailing and postal mailing that we feel you would be interested in.

You can opt-in to join our mailing list either via the Membership Form or during Checkout. Once you have joined our mailing list we will email our newsletter to your inbox every one to two months. Velvet Boutique Membership entitles you to new product information and exclusive promotions.

We will only use the information we collect about you lawfully (in accordance with the Data Protection Act 1998). You may email us to check the information we hold about you at any time.

You may opt-out or unsubscribe from our mailing list at any time and we will delete your record from our database and endeavour to avoid contacting you in future.

If you are a previous customer but not a "Member" we may email you on an annual basis inviting you to join our mailing list and reminding you of our service. In this circumstance we aim to not email you more than once after placing an order.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you may be unable to place orders or benefit from the other features that use cookies.
Returns Policy UK customers may return goods in their original condition with their receipt within 14 days of the date which Velvet Boutique has shipped the goods to the customer to obtain a full refund. Velvet Boutique are not liable for postage, shipping or taxes due on returned goods. Velvet Boutique cannot accept liability for goods lost or damaged in the post. Once delivery has been accepted, goods are the customers responsibility until they are received and we recommend sending them by registered (Recorded or Special) delivery and retain your proof of postage. Please take into account postage and shipping times when returning goods.

Overseas customers may return goods in their original condition with their receipt within 21 days of the date which Velvet Boutique has shipped the goods to the customer to obtain a full refund. Velvet Boutique are not liable for postage, shipping or taxes due on returned goods. Once delivery has been accepted, goods are the customers responsibility until they are received and we recommend sending them by registered delivery and retain your proof of postage. Please take into account postage and shipping times when returning goods.

Outwith this period, only faulty goods may be returned. In the rare occassion that a product is faulty, it must be returned to Velvet Boutique for repair or exchange. In the case of a faulty product, Velvet Boutique will return the product to the manufacturer (the designer-maker) for repair or exchange and cover any associated costs. Velvet Boutique are not liable for charges for repairs carried out by a third party where the product has not been returned to us first. Exchanges, gift vouchers, part-refunds or full refunds are entirely at the discretion of Velvet Boutique and will be for the current price for the product at the date they are received by Velvet Boutique, including any reductions. Where there is a delay in shipping over 21 days due to carrier delays this results in a "special circumstance" and we will endeavour to remedy the situation as best we can. Please refer to Shipping & Handling.



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