Returns & Exchanges

At Vellum & Craft, we want you to be completely satisfied with your purchase. This article outlines our policy and procedures for returns and exchanges. For further assistance, please contact our customer service team through our website at vellumandcraft.com.

Returns Policy

  • Return Window: You may return eligible items for a refund within 30 days of the delivery date.
  • Eligibility: To be eligible for a return, items must be unused, undamaged, and in their original condition with all original packaging, protective materials, bookmarks, and any accompanying accessories intact. Items must be returned in a condition suitable for resale.
  • Non-Returnable Items:
    • Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.
    • Personalized, customized, or monogrammed items.
    • Damaged items due to customer mishandling.
  • Return Shipping: The customer is responsible for the cost of return shipping, including any insurance, unless the return is due to an error on our part (e.g., wrong or defective item shipped). We recommend using a trackable shipping service.

How to Initiate a Return

  1. Contact Customer Service: To start a return, you must first contact our customer service team via the contact form on our website, vellumandcraft.com. Please have your order number ready.
  2. Receive Authorization: Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions. Returns sent without an RMA may not be accepted.
  3. Package the Item: Securely package the item in its original packaging, ensuring it is well-protected for transit. Please include a copy of your original invoice or a note with your RMA number and order number inside the box.
  4. Ship the Return: Send the package to the address provided in your instructions using a trackable and insured shipping service. Retain your proof of postage until your refund is processed.

Refunds

  • Processing Time: Once we receive and inspect your return, we will process your refund. Please allow 10-14 business days for the refund to be issued.
  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Deductions: The original shipping cost is non-refundable. For returns not due to our error, the cost of return shipping will be deducted from the refund amount.

Exchanges

  • Policy: We currently do not offer direct exchanges for size or style. To exchange an item, you must follow the standard return process to receive a refund and then place a new order for the desired item on our website.
  • Availability: The new item is subject to stock availability at the time you place your new order.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact our customer service team within 7 days of delivery.

  • Provide your order number and clear photographs of the product, any damage, and the packaging.
  • We will arrange for a replacement, if available, or a full refund, including any original and return shipping costs.
  • We will provide a prepaid return label for the incorrect or defective item.

International Returns

Customers returning items from outside our primary shipping country are responsible for:

  • All return shipping costs, including insurance.
  • Any customs duties or taxes incurred on the return shipment.
  • Ensuring the parcel is correctly filled out for export and marked as “Returned Goods” to avoid import taxes in the destination country.

Store Credit

In some cases, we may offer store credit in the form of an electronic gift card, which can be used for future purchases at vellumandcraft.com.

For any questions regarding your return or exchange, please contact our dedicated customer service team through our website: vellumandcraft.com. We are here to help.