Our ordering service

Ordering from TheVelvetLab® is fast and simple. The procedure consists of four clear steps. You determine which way you want it. Your order won't become final until after confirmation. Before then, you can add and modify as you please.
 

How can I order?

You can order with us by following these four steps:

1: Select products Items can be added by using the 'Order Now' button. To order more than one of a particular item, modify the quantity in your shopping bag and click 'update'. The 'continue shopping' button will take you back to the shopping area. Second thoughts? Click 'remove' to remove any product. Finished shopping? Click 'check out'.

2: Log in or create an account Log in if you are an existing customer. If you don't have an account with us yet, you can create it first, it is optional. If you do not want us to keep your details on file, just finish your order without creating an account. Your details then will be removed from our database after completion of your order. Under 'Your details' please enter your personal information and the delivery address. Fields marked with a star (*) are mandatory. Finished entering your details? Click 'next'.

3: Checkout If you have a discount code, enter it and click 'redeem code'. Select your payment method: Information about the available payment methods can be found in the Payment section. Tick the box to agree to our terms and conditions and click 'next'.

4: Confirmation You will see an overview of your order. Please don't forget to check it thoroughly. Is everything correct? Then you can finalise your order by clicking the button 'confirm'. To apply any changes, click 'change' and modify your order.

Our payment service

We offer various payment methods.

 

iDEAL	You can pay through iDEAL if you use internet banking via ING, ABN AMRO, Rabobank, SNS Bank, SNS Regiobank, ASN Bank, Friesland Bank or Fortis Bank. Payment through iDEAL follows the same procedure as internet banking, you need your bank card and identification method. Charges: There are no charges for payment via iDEAL.
Credit Cards	We accept MasterCard, Visa and American Express. You enter your credit card details via a secure SSL server, which can be recognised from the unbroken key at the top of your screen. We process your order as soon as your payment is approved by the credit card company. Charges: There are no additional costs. You only pay the charges imposed by your credit card company.
PayPal	You can quickly and easily open a free PayPal account through the PayPal website. To pay, connect your bank account or credit card to your PayPal account. You don't need to deposited money to your PayPal account, the payment is directly debited from your bank account or credit card. Charges: We do not charge any extra fees for PayPal payments.
Bancontact/Mister Cash	Bancontact/Mister Cash is the online payment system developed jointly by banks in Belgium. These banks are Dexia, Fortis, ING, FINTRO, KBC, CBC, AXA bank and VDK Spaarbank. Are you a customer of one these banks and do you use online banking? Then you can use Bancontact/Mister Cash. You can pay for your order immediately in your familiar banking environment.

Any other questions?

Please don't hesitate to contact our Customer Service department via Email info@thevelvetlab.com or phone +31 (0)4 92 22 07 02

We are open:

Monday to Friday from 08:30 – 17:00

Shipping/Fast and Efficient service from the leading delivery companies

For shipment and delivery of all our products we work with CTS GROUP. CTS GROUP is a company specialized in road transports at almost all European destinations. CTS GROUP is the logistics service provider where personal service, flexibility and quality are important.  It is this flexibility and service that we need at TheVelvetLab®. To make sure that your products are delivered on time. 

You would have provided us with your telephone number so we will arrange a delivery time which is most appropriate for yourselves.If we try to deliver your order while you are out, a card will be left giving details of your local delivery depot. You can then contact the depot to arrange a free re-delivery at a convenient time or call and collect the product(s) yourself. We are happy to deliver to a work address or neighbour should you so wish. Our work doesn't end once we have received your order, in some ways it has only just begun. A vital part of our business is ensuring that your products are delivered quickly and efficiently; we don't partner with the cheapest delivery companies, we partner with the best.

Delivery time and Tracking/ Fast and accurate delivery Lead times 

Bearing in mind that most of our products are customised to your own specifications, delivery times generally range from 10 -20 working days dependent on the product. Your order confirmation will specify the expected delivery time, we will of course contact you if for any reason your delivery is likely to be outside of the quoted times. Once your order is ready for dispatch we will email you a notification and also a tracking number, you may then track your parcel online at your convenience. We are conservative on quoted delivery times and work hard to deliver quicker than stated.

Delivery Costs

FREE Delivery in the Netherlands, UK and Taiwan. Depending on which other country you are ordering from, there may be delivery costs per product. These will be specified on the order confirmation. If any extra products are ordered at the same time, these products will bear no additional delivery cost.

Our Delivery Service extends worldwide

We welcome enquires for delivery to other countries and delivery charges are based on the volumetric weight of the order. Please call or e-mail with details of your order for a quotation.

Warranty

We offer a 12 month manufacturers’ warranty on manufacturing faults. We reserve the right to either replace or repair the product and it may be necessary to return the goods to us for inspection prior to a replacement product being despatched. This does not affect your statutory rights.

Cancellation & Returns

For Customized Products:

As every product is custom made to your precise requirements, once made, our products are suitable only to you, and therefore cannot be cancelled once production has started. This means that once you have confirmed your order, a full or partial refund due to cancellation will not be applicable. Because of this it is extremely important that you are sure about the product that you order.

We strongly recommend that you double check any measurements and take advantage of our sample service to ensure that you order both the correct size and correct design.

For Velvet Bags:

You can cancel your order within 48 hours, but only if we have not despatched it yet. Please contact our Customer Service department via email and specify your order number for reference.

　

We're very interested in getting your feedback regarding your last shopping experience with TheVelvetLab®.

Your perspective is very important to TheVelvetLab® and our customer service team. All information you provide will be treated as confidential and will be used solely to improve our support programs and product offering.

Please email us at feedback@thevelvetlab.com

We appreciate your taking the time to let us know how well we are meeting your expectations