Shipping
Every order is dispatched from our atelier within 3–5 business days. Each case is inspected, wrapped, and sealed before it leaves us — we will not rush a process that determines whether what arrives is extraordinary.
We ship worldwide via the best available shipping carrier for your region. Shipping is complimentary on all orders — no minimum, no exceptions.
Estimated delivery times after dispatch:
- United Kingdom: 1–2 business days
- Europe: 2–4 business days
- United States & Canada: 3–5 business days
- Australia & New Zealand: 4–6 business days
- Rest of world: 4–7 business days
These are estimates and may vary. A tracking link will be sent to you by email once your order has been dispatched.
International orders: customs duties and import taxes may apply in your country. These are the responsibility of the recipient and are not included in our prices.
Returns & Exchanges
At Velvet & Valor, each piece is thoughtfully created and made to order, with a focus on quality, craftsmanship, and individuality.
Returns
Due to the nature of our products, we are only able to accept returns in the case of:
- Items that arrive damaged
- Items that are defective
- Incorrect items received
If your item arrives with an issue, please contact us within 2 days of delivery at info@velvet-valor.com with:
- Your order number
- A description of the issue
- Clear photos of the item
Once reviewed, we will arrange a replacement or refund where appropriate.
Personalised & Bespoke Items
All personalised and bespoke pieces — including custom designs and horse portrait cases — are final sale.
These items are created specifically for you and therefore:
- Cannot be returned
- Cannot be exchanged
- Cannot be refunded unless faulty or damaged upon arrival
Exchanges
We do not currently offer exchanges. Please ensure you select the correct phone model and design before placing your order.
Cancellations
As all items are made to order, we are unable to guarantee cancellations once an order has been placed. If you need to make a change, please contact us as soon as possible and we will do our best to assist.
Shipping Issues
Velvet & Valor is not responsible for:
- Delays caused by shipping carriers
- Lost or stolen parcels once marked as delivered
If your order has not arrived within the expected timeframe, please contact us and we will assist where possible.
Final Note
Each Velvet & Valor piece is designed to feel personal, considered, and lasting. We encourage you to review your order carefully before purchasing.
Questions?
We are always happy to help. Please visit our Contact page or email info@velvet-valor.com and we will respond within one business day.