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FAQS


I have placed my order! When will my order ship?

We usually take within 1-2 working days (exclude weekends & public holidays) to process your order before we ship them out. However, shipping could take a bit longer if we have a new launch or promotion. Patience is key!


How do I know if my order is ready to ship?

Do keep an eye on the shipping confirmation email together with your tracking number once your package is ready to be delivered to your doorstep. If you opt for Ninja Van, Ninja Van will notify your tracking number via Whatsapp.


My order is shipped, when will I receive it? I can't wait any longer!

Domestic Orders

All of our packages are shipped via Ninja Van. For orders that are shipped to Malaysian residents (Peninsular & Sabah, Sarawak) packages usually arrive in 1-3 working days.

Kindly send us an email together with your order number
to customerservice@shopvelvetvanity.com if packages do not arrive after 5 working days.


International Orders

Packages that are shipped to international countries will reach your doorstep in 2-4 working days depending on your local customs.

Kindly send us an email together with your order number
to customerservice@shopvelvetvanity.com if packages do not arrive after 15 working days.


If you were to pick an animal as your friend, what will it be?

Cats! Lol

   

I must have your products! Do you ship to all states in Malaysia?

We ship to all states throughout Malaysia, including Sabah & Sarawak.


What countries do you ship to?

Currently, we ship to few major countries worldwide including Singapore, Brunei, Indonesia, Australia, India, UAE, United Kingdom & United States. For full list, kindly click here.


Where do you ship from?

Kuala Lumpur, Malaysia. Proud!


Where did all my money go?!

You’re wearing it!


The shade I bought did not suit me. Can I exchange with other shades? 

Unfortunately, we do not allow exchanges in any case if customers dislike the shade. Exchange is only allowed if the product is broken / damage. For more info on exchanges, kindly click here


I really love your bundles but can I swap other shades in the bundle with the one I like?

Unfortunately, all of our bundles are fixed (unless stated).


Can I buy your bundles other than from your website?

As for now, all of our bundles are online exclusive!


I live in Malaysia! Where can I purchase your products?

Our products are sold online via our official website www.velvetvanitycosmetics.com
In order to purchase on other online and offline retailers in Malaysia, kindly click here for our retailers list.


I am an international customer! How do I purchase your products?

We do have an authorized distributor in few major countries. Kindly click here for a full list of our official retailers.

 

How do I track my order?

For all local orders, packages will be shipped using Ninja Van. Ninja Van will personally drop you a Whatsapp text to notify the delivery process.
International orders can be tracked via www.dhl.com/en/express/tracking.shtml


Kindly insert your tracking number in the ‘tracking number' section in order to trace your package!


Can I change my shipping address after successfully placing an order?

Your order will be processed as soon as your order is placed. In order for you to receive your package quickly, we are unable to make any changes. Hence, please ensure that your address is correctly written before proceeding to payment page.


I accidentally purchased the wrong product. Can I modify my order?

Your order will be processed as soon as your order is placed. In order for you to receive your package quickly, we are unable to make any changes to all successful orders.


Is it possible to cancel my order?

Your order will be processed as soon as your order is placed. Hence, all successful orders are not allowed to be cancelled.


I am an international customer. Will I be responsible for import duties?

Yes, you will be responsible for any import duties that your country may require.


Should I get it??

Yes! Nothing haunts us like the things we didn’t buy!


Are your products vegan?

Certainly! Our products are 100% vegan.

   

Does your company test your products on animals?

We strictly DO NOT test our products on animals a.k.a cruelty-free! We love bunnies, don’t you?


I have received a damaged product. What do I do?

Kindly drop us an email at customerservice@shopvelvetvanity.com or drop us a Whatsapp text at +60178706093 to report any damage products. Our customer service team will assist you on further action.


Lost or missing parcel

We, Velvet Vanity is not responsible for any lost or missing parcel upon delivery process as it is beyond our authorities.


Can I be an official distributor for your products and carry them online or in my store?

Yes, why not! We do welcome international distributors. Kindly send us an email to retailer.velvetvanity@gmail.com with the name of your country in the subject section.

At the moment, we only accept one authorized distributor in each country. We are unable to accept any local distributors.


I have a question and I couldn't find the answer here. Help!

If you have any further questions regarding our products or your orders, kindly click here to keep in touch. We would love to hear from you!

Our hours of operation is from Monday – Friday (Exclude Public holidays) , 9am to 6pm GMT. Please allow 24-48 working hours to receive a response. Our customer service team will work their best to respond to your emails as soon as possible.