Refund policy

Returns and withdrawal

Velvet Chaos is operated by Turtle Works B.V. You can withdraw from an online purchase of our standard products without giving a reason. Tell us within 14 days after the day you receive your goods. If an order arrives in separate deliveries, the period starts after the last item arrives. You may also withdraw before delivery. If the deadline falls on a weekend or public holiday, it extends to the next working day.

Email jolanda@turtleworks.nl, call +31 6 13960654, or send a clear statement to the address below. The optional form below is available, but you do not have to use it.

Request a return or cancellation online

Return or cancel an order. Sign in using the email address used for your order and the verification code sent to you; no password is needed. Open your order and choose the available cancellation or return action, then submit your request. You will receive an email confirmation. You can also contact us directly using the details above; no reason is required to exercise your withdrawal right.

Returning your items

Send your items within 14 days after telling us you withdraw to: Turtle Works B.V. / Velvet Chaos Returns, Hesselereind 1, 5469AS Erp, Netherlands. Do not send returns to Gelato or a printing facility.

For change-of-mind returns, you pay the direct return postage. We do not charge a restocking fee. Pack the item securely and keep proof of dispatch. You may inspect or try an item as you would in a shop. Where permitted by law, we may deduct a proportionate amount for reduced value caused by handling beyond what is needed to assess it.

Refunds

We refund within 14 days after you tell us you withdraw, using the original payment method unless you agree otherwise without extra cost. We may withhold reimbursement until we receive the goods or evidence that you sent them, whichever comes first. A full-order withdrawal includes the standard outward delivery charge; any extra cost of premium delivery is excluded. Original delivery charges are not automatically refunded for a partial return.

Printed-to-order and personalized products

Our standard catalog designs remain eligible for withdrawal even though they are printed after ordering. An exception applies only where goods legally qualify as made to your individual specifications or clearly personalized; we will identify any such exception before purchase. Your rights for faulty or incorrectly supplied goods are unaffected.

Damage, faults or a wrong item

Contact us at jolanda@turtleworks.nl. Include your order reference and, if convenient, photos of the problem. If you cannot provide photos, tell us and we will help. We arrange the appropriate statutory remedy without cost to you, including necessary return shipping. Depending on the circumstances, this can mean repair, replacement, a price reduction or refund. Your statutory rights are not limited to our supplier's claim deadline.

Optional withdrawal form

To Turtle Works B.V., Hesselereind 1, 5469AS Erp, Netherlands; jolanda@turtleworks.nl:

I/we withdraw from the contract for the following goods:
Ordered on / received on:
Order reference (if available):
Name:
Address:
Date:
Signature (only for a paper form):