QUESTIONS?

PLEASE READ BELOW IF YOU HAVE 'ANY' QUESTIONS REGARDING SHIPPING OR RETURNS

You can can send us an email anytime, just click on the 'Contact Us' page above, fill out the boxes and we will respond to your email within 24hrs during normal business hours.

If you just want to give us your opinion on how we can make our website better for you to use or if you would like to see us carry certain brands or items, well let us know too! We are all ears!

**We Ship Worldwide**

PAYMENT METHODS

The Velvet Vault accepts VISA, MASTERCARD and PAYPAL.

We also accept AMERICAN EXPRESS and DISCOVER. To utilize your American Express or Discover card during checkout simply click the “Check out with PayPal” button. You will be directed to the secured PayPal site where you will be prompted to enter you shipping information and card type. It’s that simple! You do not need to sign up for PayPal to use your credit cards. If you would like to pay with PayPal only, then you would need to register with PayPal. Your billing statement will reflect either Eisenbarth,LLC or The Velvet Vault as your merchant.

What is PayPal and How do I use it?

PayPal enables any individual or business with an email address to securely, easily and quickly send and receive payments online. Your account can attach to your credit card or bank account for payment funding. Visit their site at www.paypal.com and click the Sign Up button at the top of the PayPal home page to set up your account. They have an extensive help section to guide you if you are having trouble. If you are thinking of using Paypal to pay for an order, secure your account BEFORE you place your order with us as we will not be able to process your order until we have received payment.

SHIPPING INFORMATION

Yes! We Ship Worldwide!

** Express Shipping does not shorten the processing time in house**
**If you place your order after hours or on the weekend, processing will not start until the next business day.

Shipping rates are calculated in real-time via the UPS shipping tool at time of check out. The UPS shipping tool is utilized to determine the most accurate shipping costs according to shipment size and weight. The UPS shipping tool is also used to determine shipping costs whether items are shipped via UPS, FED EX, US Postal Service, or USPS Global Express. We use various shipping carriers to ship packages depending on shipping addresses and items. We ship out from three different locations at different times of the week. We do reserve the right to utilize a different shipping carrier than the customer initially chose due to the proximity of that carrier to the warehouse it is being shipped from. Some times multi-order items may ship separately through different carriers at different times at no extra charge to you.


**All orders are processed to the shipping department within 48hrs of placement and shipped when they become available during normal business hours. Delivery times vary depending on location and variables.
We have 2 shipping methods:
*Standard shipments usually arrive between 7 -14 days of after in-house processing.

Availability is generally defined as the amount of time we need in-house to ready your order for shipment. About 80% of our stock has a 2-3 day availability. Shoes are on a 1-2 week availability, as they are stored at a separate warehouses. To determine how soon you will receive your order, add 2-3 business days (to cover transit time once shipped) to the availability of the item you've ordered. If you ordered an item with a 2-3 business day availability, for instance, you should expect to see your item in 7-14 business days. Please remember that if you order more than one item, your order will ship within the time period for the item with the LONGEST availability. If for any reason an item is back-ordered, you will be notified by e-mail or phone of the expected shipping date.

The availability is listed on each item page. Most items will be available in 2-3 days. Some Shoes, Clubwear, and Lingerie are stored at a separate warehouses and require 1-2 weeks. If you choose Express Shipping, we will ship via USPS Express Mail and you will have the item in 3-4 days from the time it leaves our offices. However, Express Shipping does NOT shorten the processing time in house. If the availability is 5-7 business days, the item will ship via Express Mail in 5-7 business days after your order is processed and or the item becomes available.

We respect the privacy of our customers and will provide discreet packaging upon request.

SHIPPING RATES

Shipping rates are calculated in real-time via the UPS shipping tool at time of check out. The UPS shipping tool is utilized to determine the most accurate shipping costs according to shipment size and weight. The UPS shipping tool is also used to determine shipping costs whether items are shipped via UPS, FED EX, US Postal Service, or USPS Global Express. We use various shipping carriers to ship packages depending on shipping addresses and items. Some times multi-order items may ship separately through different carriers at no extra charge to you.

BACKORDERS and PRE-ORDERS/SPECIAL ORDERS

Your credit card is charged by us for the total amount of your order the day you place your order. If you are ordering multiple items and any item is backordered, we will contact you by email with the approximate shipping date. You will be given the choice of canceling the backordered item (and receiving a refund for that item),or waiting for the item to come in (usually backorders are filled within 2 weeks, but may sometimes take longer). If you choose to wait, the charge for the backordered item remains on your credit card. We clearly mark all Backorders on your invoice included in your shipment.

*PRE-ORDERS/SPECIAL ORDERS: Once we special order an item for you from the manufacturer there are no cancellations. All sales are final on Pre-orders and Special Orders

RETURN & EXCHANGE POLICY

*EXCHANGES ONLY* We will happily replace any defective item with a new, identical, working item. Damaged exchanges must be postmarked within 10 DAYS** of initial receipt. Please write us promptly at Support@TheVelvetVault.com

We will happily exchange your item for a different size Same style, same color. All clothing and shoe exchanges must be unworn and have original tags in place within 10** DAYS of initial receipt only. We do not offer exchanges on worn items. Tracking numbers are REQUIRED on ALL exchanges, due to tracking accountability. The Velvet Vault is not responsible for lost packages. If you find you need to exchange an item please send an email to: Support@TheVelvetVault.com. Shipping and handling charges are non refundable. Shipping and handling will be charged to send exchanged merchandise. No refunds or exchanges on Gift Certificates. We cannot accept exchanges on hosiery, novelties, lingerie, bathing suits or any intimate apparel or hair products due to health regulations.

Refused packages by the buyer returned to us will be subjected to 25% restocking fee plus shipping charges. All orders that are canceled after they are shipped will be subjected to a 25% restocking fee. All discounts will be null and void. All shipping costs are non-refundable. Packages which are marked returned, but have been opened will not be accepted. ***The Velvet Vault is not responsible for lost merchandise through the mail or various shipping methods***. We ship ALL items with tracking numbers. We are not responsible, and will not grant refunds or exchanges for merchandise not signed for at time of delivery. (This would be considered a refusal).

PayPal FRAUD & LOSS PREVENTION:

The Velvet Vault ONLY ships to PayPal confirmed addresses. The name of the PayPal account holder must match the purchaser's name and address, not your roommate's, not your sister's or parent's address...YOUR's.

We will ONLY ship to the confirmed address used during the purchase. If an item is sent to an unconfirmed PayPal address and is lost in transit, PayPal will not reimburse us for the loss. If you place an order without confirming your PayPal shipping address you will be notified by email to update and confirm your PayPal address. If you say you can not confirm your address, for example because it is your roommate's PayPal account, then read below. You may confirm your shipping address by logging in to your account at PayPal.com

***A refusal to confirm the PayPal shipping address, or if the purchaser requests a refund after we notify the purchaser to confirm the address, will result in a 25% restocking fee of the entire order. This will be considered suspicious activity and reported immediately to PayPal's Loss Prevention Security Department for further review.

If the PayPal shipping address is not confirmed within 30 days of our request we will consider such actions as suspicious activity and all funds will be forfeited and held in a PayPal escrow account pending investigation. PayPal's Loss Prevention Security Department will be notified immediately regarding the account along with the purchaser's IP address.

ADULT MATERIAL SHIPPING RESTRICTIONS

Due to Local, State, and Regional Laws, we do NOT send Adult Material to Alabama.

The Velvet Vault

138 N. Main St. Lake Elsinore, CA 92530

Business Hours: Tuesday thru Sunday 11am - 6pm PST