Shipping policy

Shipping and delivery

Many Velvet Chaos products are printed after you order. Production and shipping take time, and items in the same order may arrive in separate parcels.

Destinations and delivery charges

Available delivery destinations and charges are shown at checkout for your address and selected items before payment. Shipping charges can vary by product and destination. If checkout does not offer delivery to your address, contact us before ordering; we do not promise worldwide delivery.

Delivery timing

We deliver without undue delay and within 30 days of the contract unless a different delivery period is expressly agreed with you. Any shorter estimate shown for a particular product or order is an estimate; it does not remove your rights if delivery is late. If timing is essential, please contact us before ordering.

Address changes and delivery questions

Email jolanda@turtleworks.nl with your order reference if available. Tell us promptly if an address needs correcting. Changes may no longer be possible after production or dispatch; we will explain the available options and any proposed extra charge before proceeding.

Late, missing or damaged parcels

Contact us if an order is late, missing or arrives damaged. We handle the issue with our production and delivery partners. You do not need to order a replacement yourself to make a claim. We remain responsible for delivery by the carriers we arrange.

If we miss the agreed delivery time, you can normally give us a reasonable additional period to deliver and cancel for a refund if we still fail. No extra period is required where the law permits immediate cancellation, including refusal to deliver or an essential delivery deadline agreed before purchase. Your rights for faulty goods remain unchanged.

For returns after delivery, see our Returns and refund policy.