FAQ

Due to the global pandemic. All online retailers have been hit hard by shipping delays. Since the pandemic 100% of orders have been delivered inside 65 days if not before.

Due to covid-19 currently globally 85% of aircraft are grounded this is the biggest reason for the delay. Further carriers and couriers are prioritised first towards delivering medical equipment and aid to those first who need it respectfully.

As the order has been shipped we unable to cancel an order. If for any reason the order has not been delivered within 65 days please contact us at support@velvetluna.com . But only if your order has not arrived inside 65 days.

If for any reason the order has not arrived inside 65 days we ask you to email us support@velvetluna.com . Only if your order has not arrived inside 65 days.

Paypal and Bank disputes - Due to the pandemic Paypal and bank disputes has been updated and will not process refunds unless the order delivery time has exceeded 65 days. Furtherly current processing times for Paypal disputes during covid-19 are 90 days. And bank disputes are up to 120 days.

We would advise you to contact us after 65 days if for any reason the order has not arrived rather than seek other action as there is no guarantee and we can process immediately if that is the case.

What happens if I have route insurance?

Route Insurance have been updated about the situation. Route insurance covers lost or damaged items or package theft.

Route insurance covers up to 30 days. If you are unwilling to wait until 65 days you can file a claim through route. However route insurance is a seperate entity to Cali Tiger and will analyse on a case by case basis.

SHIPPING

When will my order be processed?

All orders are processed within 24 hours and shipped Monday to Friday.

Orders are dispatched from our warehouse in China, and are usually delivered within these working time frames.

How long does shipping take?
Advised shipping times in business days + 30 days due to covid-19

USA: 20-30 days + 30 days

UK: 20-30 days + 30 days

Australia: 20-30 days + 30 days

Canada: 20-30 days + 30 days

South Africa: 38-57 days + 30 days

Rest of World: 20-57 days + 30 days

What is route insurance?

There can be the occasional customs or courier delay which may affect your delivery time frame from time to time.

We now offer shipping insurance at checkout with Route Insurance.

Route Insurance covers packages that are damaged in transit, lost or stolen. 

Please note: By deselecting Route Insurance you accept responsibility for any packages or deliveries that are damaged, lost or stolen. In this case Cali Tiger is not responsible to issue a refund or replacement order.

If you have purchase Route Insurance you will receive a confirmation email from them.

Yes, you will receive a shipping confirmation 24-48 after your order is processed. It will have your tracking number and a tracking link. Please be sure to track your order. 

For newly shipped orders please allow 5 business days for your tracking number to activate and update.

Please note: We cannot send to PO BOXES, please ensure a street address is supplied.

You can track you order here >

If you do not receive one after 5 days or have any further questions, please email support@velvetluna.com

CALI TIGER orders will be delivered by your local postal service. Please note a signature is not required. So please stay open our tracking emails when they are sent to you. You will receive one on the day of your delivery.

Who delivers my order?

Velvet Luna orders will be delivered by your local postal service. Please note a signature is not required. So please stay open our tracking emails when they are sent to you. You will receive one on the day of your delivery.

You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.
Please be aware that CALI TIGER does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country.  

Can i change my order?
Since these fees are not computed nor applied to orders by VELVET LUNA, please contact your local customs office to find out more information if you are unsure of the charges.

If your order has not been processed you may change your order by contacting our customer service team at support@velvetluna.com

Order change confirmation is upon email receipt confirmation.

Unfortunately, if your order has been processed we are unable to make changes as it is on its way to you.

What if i entered the wrong shipping address?

You are responsible for entering the correct delivery details. 

If you have entered the wrong address please contact

support@velvetluna.com with the correct details immediately.

Unfortunately, if your order has been processed and shipped we are unable to change the address because it is on its way to you. In this case we advise you to contact your local delivery service to redirect your mail or to collect your parcel. 

In this case, we are not responsible to refund or resend the order. 

What if my item is returned to sender? 

Please be aware that it is your responsibility to track your order. It is your responsibility to pick up your order from your local courier in time before it is returned to sender, in the case it cannot be delivered.

Please be aware that we do NOT process refunds in the case of your order being returned to sender. However, we will happily re-send your order, no more then one additional time.

What if my item. lost in the mail?

Please be aware that this is a local delivery service issue. 

If your tracking details have been marked as delivered, but you have not received your items we advise you to contact you local delivery service with your tracking details and shipping information and make a claim and file a report. It is the customers responsibility to contact the local delivery service. We cannot do this on your behalf.

We do not process refunds for orders marked as delivered. Please note signatures are not required on receipt of our items.

ROUTE INSURANCE:

We now offer shipping insurance at checkout with Route Insurance.

Route Insurance covers packages that are damaged in transit, lost or stolen. 

Please note: By deselecting Route Insurance you accept responsibility for any packages or deliveries that are damaged, lost or stolen. In this case Cali Tiger is not responsible to issue a refund or replacement order.

If you have purchase Route Insurance you will receive a confirmation email from them.

Holiday season SHIPPING and DELIVERY

Please be aware that there may be delays during this busy holiday period. 

While our advised shipping times serve as a guide, we cannot guarantee that orders made after 1st December will delivered in time before Christmas. 

If you need an instant gift we can recommend our e-Gift Cards as they are delivered via emailed within 24 hours.

What if my tracking says "Failed Delivery Attempt"?

Please note this is a local delivery service issue. 

If your tracking states 'Failed Delivery Attempt' it means the local delivery service were unable to delivery your parcel, and it is waiting collection. If this occurs it is your responsibility to contact your local delivery service immediately to collect your parcel in a timely manner.

We do not process refunds, cancellations or returns for failure to collect your parcel.

ROUTE INSURANCE:

We now offer shipping insurance at checkout with Route Insurance.

Route Insurance covers packages that are damaged in transit, lost or stolen. 

Please note: By deselecting Route Insurance you accept responsibility for any packages or deliveries that are damaged, lost or stolen. In this case Cali Tiger is not responsible to issue a refund or replacement order.

If you have purchase Route Insurance you will receive a confirmation email from them.

What if my order says "Awaiting Collection"?

If your order tracking states 'Awaiting Collection', it means you are required to collect your parcel from the local delivery service. In this case it is your responsibility to collect your parcel in a timely manner. 

We do not process cancellations, returns or refunds for this reason.

Do I have to pay Duties, Custom & Taxes?

Velvet Luna does not cover duties, customs or taxes. It is your responsibility to pay these. To find out more about duties, customs and taxes please visit your local customs website. 

We do not process cancellations, refunds or returns in this case. 

What if I recieved the wrong items?

We apologise for the confusion!
If you have received the wrong items please contact our customer service team at support@velvetluna.com with an image of your entire order and its original packaging.

I received a faulty item, what should I do?

Whilst we hope this never happens, if you do receive damaged or faulty item we will happily replace it within 7 days of delivery. 
Please contact us immediately and a send an image the faulty with its original packaging, unworn and within 7 days of delivery to support@velvetliuna.com

An item is not deemed faulty if damaged while wearing item.

How do I return an item?

Please note: All sales are final. Unfortunately, we do not process returns for change of mind. 

RETURNS & EXCHANGES

RETURNS

We’re confident you’ll love our products once you get them in your hands. And we want you to have that confidence in our products too, even before you try them. 

That’s why we offer 14 day hassle free returns.

Please just follow these steps:

1. Let us know - just email us at support@velvetluna.com quoting your order number, reason for the return, and whether you’d like a refund or store credit.

2. Post the item back within 14 days of purchase, in its original condition (unworn, unwashed, unsoiled, with all tags attached), at your cost.

3. We’ll check that’s all in order, and we’ll process the refund ASAP (excluding return shipping costs) via your original payment method.

Please note we can’t offer refunds on sale items, but we are happy to exchange sizes or issue store credit. This includes items purchased through online specials, sales, and discount codes. *This does not include your 10% newsletter sign up code.

If you paid with PayPal, they may cover your return postage fees.

EXCHANGES

If the sizing is not quite right, we can exchange the item (or provide store credit if that size is sold out).

Please just follow these steps:

1. Let us know - just email us at support@velvetluna.com quoting your order number, reason for the exchange and what size you’d like instead.

2. Post the item back within 14 days of purchase, in its original condition (unworn, unwashed, unsoiled, with all tags attached), at your cost.

3. We’ll check that’s all in order, and we’ll process the exchange ASAP (excluding original shipping costs) via your original payment method.

WHAT HAPPENS IF I RECEIVE A FAULTY ITEM?

Wow! We hardly ever miss a sneaky fault slipping through our strict quality control. If we did, contact us straight away (quoting your order number) and we’ll fix it up for you ASAP! 

Just apply within 14 days of your order and we’ll happily send you a replacement or store credit.

Don’t worry, we’ll cover the costs (including return postage).