Calista | Bold Urban Sneakers – Velvet Haven

FAQs

When will my order be dispatched and how long does delivery take?

We aim to process most orders within 1 to 2 working days.

Every piece undergoes a thorough quality check and careful packaging to ensure it reaches you in perfect condition; for this reason, please allow up to 3 working days for dispatch.

Should the preparation of your order exceed this timeframe, please do not hesitate to contact us at support@velvethaven.com — we will personally look into it for you as a priority.

On average, delivery takes between 8 and 11 working days. As soon as your parcel is on its way, we will email you a tracking number so you can conveniently follow its journey.

Do the prices shown include VAT?

Yes, all prices displayed on our website are fully inclusive of UK VAT.

For all orders with a total value below £135, no additional taxes or duties will be charged upon delivery—the price you see at checkout is exactly what you pay.

Please note that for orders exceeding £135, your parcel may be subject to local customs duties and import VAT charges upon arrival in the UK. These fees are determined by UK customs authorities and are the responsibility of the recipient. If you are planning a larger purchase, we kindly recommend placing separate orders below the £135 threshold to ensure a seamless, duty-free delivery experience.

What if my new pieces aren't the right fit, or aren't quite what I expected?

Yes, you have a full 30 days to return your items.

We want you to feel completely confident in your selection, so you are welcome to try your pieces on at your leisure.

If for any reason you are not completely satisfied, simply contact us at support@velvethaven.com and we will guide you through the return process.

Please note that to be eligible for a return, all items must be in their original, unworn, and undamaged condition.

How can I pay for my order?

For a secure and seamless checkout, we accept the following payment methods: Visa, Mastercard, American Express, and Maestro.

We also support Apple Pay and Google Pay for your convenience.

How will I know my order was successful?

Yes, an order confirmation will be sent to your inbox immediately after your purchase is complete.

If you cannot find the email, please check your promotions or spam folders just in case.

Should it still be missing, please do not hesitate to contact us at support@velvethaven.com — we would be more than happy to assist you!

Is complimentary shipping available?

Absolutely! Delivery is on us.

We truly value every one of our customers and want your shopping experience with us to be a pure delight.

How can I track my order's journey?

As soon as your parcel is dispatched, we will send you a tracking number via email.

You can also track your order using your order number and email address.

Simply click on the ‘Track My Order’ section in our main menu and enter your details.

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Complimentary Shipping

For swift and secure arrival, we primarily trust Royal Mail Tracked for all our deliveries. Should they be unavailable, we ensure your garments are sent via another premium courier, such as DPD or EVRi, to maintain our high standards. We are pleased to offer free delivery on all orders across the UK, providing peace of mind from our door to yours.

Shop with Confidence

Shop with peace of mind using your preferred credit or debit card. Your data is fully protected through advanced industry-standard encryption, ensuring every transaction is seamless and secure from start to finish.

30-Day Money-Back Guarantee

Not quite the perfect fit? Please don’t worry—we want you to love everything you choose. You can return your items within our extended 30-day window. Simply ensure the pieces are in their original condition, unworn, and with all tags attached. Contact us at support@velvethaven.co.uk and we will be delighted to guide you through the process.