I love your products. How do I place an order?
Kindly click here to follow simple and easy steps to order.
I have placed my order! When will my order ship?
We usually take within 1-2 working days (exclude weekends & public holidays) to process your order before we ship them out. However, shipping could take a bit longer if we have a new launch or promotion. Patience is key!
How do I know if my order is ready to ship?
Do keep an eye on the shipping confirmation email together with your tracking number once your order is ready to be delivered to your doorstep. A tracking number is will be sent to you via message and email.
My order is shipped, when will I receive it? I can't wait any longer!
All orders are shipped via Drop It. For orders that are shipped to Klang Valley, Cyberjaya and Putrajaya areas, we promise you next day delivery. Orders shipping outside of the Klang Valley areas will usually arrive in 1-3 working days while orders shipped to Sabah & Sarawak will arrive in 3-5 working days.
Kindly send us an email together with your order number
to firstname.lastname@example.org if orders do not arrive after 5 working days.
Orders that are shipped to Brunei & Singapore will arrive in 3-5 working days. As for other international countries, orders will reach your doorstep in 4-7 working days subject to your local customs clearance.
Kindly send us an email together with your order number
to email@example.com if orders do not arrive after 15 working days.
If you were to pick an animal as your friend, what will it be?
I must have your products! Do you ship to all states in Malaysia?
We ship to all states throughout Malaysia, including Sabah & Sarawak.
What countries do you ship to?
Currently, we ship to few major countries worldwide including Singapore, Brunei, Indonesia, Australia, India, UAE, United Kingdom & United States. For full list, kindly click here.
Where do you ship from?
Kuala Lumpur, Malaysia. Proud!
Where did all my money go?!
You’re wearing it!
Why is my order unfulfilled?
Don't worry, my friend! Unfulfilled just means that your order is still being processed and has not shipped yet. Once your order ships, it will be marked as fulfilled and you will receive an email with a tracking number.
The shade I bought did not suit me. Can I exchange with other shades?
Unfortunately, we do not allow exchanges in any case if customers dislike the shade/ product. Exchange is only allowed if the product is broken / damage. For more info on exchanges, kindly click here
I really love your bundles but can I swap other shades in the bundle with the one I like?
Unfortunately, all of our bundles are fixed (unless stated).
Can I buy your bundles other than from your website?
As for now, all of our bundles are online exclusive!
I live in Malaysia. Where can I purchase your products?
I am an international customer. Where can I purchase your products?
How do I track my order?
Local orders will be shipped using Drop It. Drop It team will personally drop you a message and email to notify the delivery process.
As for international orders, kindly head to TNT page if your order is shipped using TNT Express. If your order is shipped using Aramex, kindly click Aramex page and insert your tracking number in the ‘tracking number' section to track your order!
Can I change my shipping address after successfully placing an order?
Your order will be processed as soon as your order is placed. In order for you to receive your order quickly, we are unable to make any changes. Hence, please ensure that your address is correctly written before proceeding to payment page.
Am I able to reroute my shipping address once delivery guy is on the way?
We would love to ensure a smooth delivery to all of our customers. Hence, all successful orders which are already on it's way to your doorstep are unable to be changed or reroute to other address.
I accidentally purchased the wrong product. Can I modify my order?
Your order will be processed as soon as your order is placed. In order for you to receive your order quickly, we are unable to make any changes to all successful orders.
Is it possible to cancel my order?
Your order will be processed as soon as your order is placed. Hence, all successful orders are not allowed to be cancelled.
I just placed my order. Am I able to request for 2 separate boxes since another one is a gift?
We know you're a lovely friend! Unfortunately, each order is only entitled for 1 mailing box. If you wish to get a separate mailing box, kindly place 2 separate orders.
I am an international customer. Will I be responsible for import duties?
Yes, you will be responsible for any import duties that your country may require.
Should I get it??
Yes! Nothing haunts us like the things we didn’t buy!
What if my order gets returned?
Our courier service partners will try their best to ensure your order gets delivered as soon as possible. However, in any case your order is failed to be delivered after multiple delivery attempts, your order will be returned. If it happens, we will notify you immediately. Once returned to our HQ, additional cost is required for redelivery.
Are your products vegan?
Certainly! Our products are 100% vegan.
Does your company test your products on animals?
We strictly DO NOT test our products on animals a.k.a cruelty-free! We love bunnies, don’t you?
I have received a damaged product. What do I do?
Kindly drop us an email at firstname.lastname@example.org or drop us a Whatsapp text at +6011-58583150 to report any damage products. Our customer service team will assist you on further action.
Lost or missing parcel
We, Velvet Vanity is not responsible for any lost or missing parcel upon delivery process as it is beyond our authorities.
Can I be an official distributor for your products and carry them online or in my store?
Yes, why not! We do welcome international distributors. Kindly send us an email to email@example.com with the name of your country in the subject section.
I have a question and I couldn't find the answer here. Help!
If you have any further questions regarding our products or your orders, kindly click here to keep in touch. We would love to hear from you!
Our hours of operation is from Monday – Friday (Exclude Public holidays) , 9am to 6pm GMT. Please allow 24-48 working hours to receive a response. Our customer service team will work their best to respond to your emails as soon as possible.