Returns & Exchanges
Please check your purchase fully on receipt. Transit damage must be reported within 3 days of delivery. All items and parts of items must be checked for any damage.
If you change your mind for any reason and you wish to return your purchase you must notify us within 14 days in writing by letter or email.
Unwanted items must be returned in a fully re-saleable condition, which includes being in the original packaging. All products must be returned in their original packaging for a full refund or replacement. Items must not have been used or assembled in any way. Charlotte Starling T/A Velvet & Dash Interiors retains the right to refuse a refund on any item not deemed to be re-saleable.
Please note that we do not offer a free returns service. We do not refund the returns postage cost, unless the item is damaged in transit. Please contact us before returning a broken or damaged item. We do not offer a free collection service. We do not accept responsibility for items lost or damaged in transit back to us. If returning your purchase by mail we recommend that you get proof of postage. Please include your customer order details with the package, as we cannot process a refund without these.
Handmade products will have natural variations and vintage items may have signs of age which enhance their character. We don't accept these items as faulty.
Special Order Items: Items made to order (e.g. glass) and personalised items will only be refunded if the item is damaged in transit.
Gift vouchers cannot be refunded or exchanged for cash.
Items purchased as a gift can only be refunded to the card of the person who placed and paid for the order.
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 original method of payment within four weeks.
If your purchase is not fit for purpose, is mis-described, faulty, damaged, or incorrectly supplied, please contact us as soon as possible to arrange a refund or replacement.