Problems with the order

The product that I received is not the one I had ordered

First of all, we want to apologize. In order to solve this error we need to follow the following steps:

  • Log in to your user account
  • Go to the return section
  • Request the wrong product change
  • A logistics operator will pick up the wrong product
  • Once confirmed the error and checked if there are still stocks, you will be sent the correct product. Otherwise, a refund or check will be made for the same value.

How can I change my order?

It is not possible to modify your order once it has been sent. If you realize soon after confirming your order that you want to change, modify the size or add a specific product, you can put yourself in contact and we will try to change it or add it to your trolley. Although we can not be sure, we will do what we can!

If you have made a mistake in the shipping address, please go to contact as soon as possible so that we can notify our carrier and have your order arrive wherever you tell us.

How can I cancel my order?

Once your order has been confirmed and paid, if it is already underway, you will not be able to cancel your order. In case you realize immediately, you can get in contact with VELVET BCN and we will try to help you as much as possible.

What do I do? I have not received all the products of my order

It is possible that we have sent you some products of your order separately. In this case, we will surely have notified you by email that some of the items are sent separately.

In case you have reviewed your products and your emails and still need a product, please, Get in contact as soon as possible. All the people who work here strive to give you the best service, but we may have been wrong.

I received a defective product. What can I do?

If you have received a defective product, please get in contact and we will try to solve it as soon as possible. We will need to know:

  • The order number
  • Brand and name of the article
  • A brief description of the defect found

Once we have all the details, we will inform you of how to proceed in case you have to return the product

The product that I bought, now has another price.

We modify the prices of our products according to the campaigns, the quantities available. It may be that we have modified it in a short time. If the price you indicated at the time of your purchase is the price you paid, in this case we do not contemplate refunding the product difference.

Return Policy

For the exchange or refund you must access your orders, choose the order and go to the "Change or return of products" section. You must indicate if it is a change or a return and the reason. You can also make the exchange or return in our store in CALLE VERDI 42, LOCAL 08012, BARCELONA, SPAIN.

You have 30 calendar days to change or return your order. We only accept items that have not been used and that come in their original box and in perfect condition. Do not cut the labels until you are sure that you are going to keep the product.

If all the conditions are met in order to make a change or refund, we will send youan email confirming that the process begins. MRW will try to collect the product a maximum of 2 times in the time slot you specify. If the second time you are not at the specified address, you must leave the package at the nearest MRW office.

If all the conditions are met in order to make a change or return, you must send the package to our address at CARRER VERDI 42, LOCAL 08012, BARCELONA, SPAIN.

Once we receive the product in our warehouse and verify that it is in good condition, we will send you an email confirming the correct reception and proceed to:

  • Send you the new product in case of change, with the same shipping and delivery conditions.
  • Return the money if it were a return, with the same method with which you made the payment and within a period of 7-14 days.

If the type of shipment does not include the option to exchange or refund, the costs of the shipments generated during the exchange or return process will be borne by the customer.

In any case, the costs and additional taxes generated by the customs procedures will be borne by the client.

In case of unjustified delay on the part of VELVET BCN SCCL, with respect to the refund of the sums paid, the client may claim twice the sums paid, without prejudice to the right to be compensated for damages and losses suffered in excess of that amount.

In the event that the product is not in good condition and the causes are not your consequence, you have the right to return the product, informing us of the reason for the return and at no cost to you. you. We are committed to assume the cost of the return and (if possible) to return the product for a new one in accordance with the conditions accepted at the time of sale.

If you have any questions or questions, you can contact by sending an email to or by calling 931 269 473.

Payments, offers and promotions

Is it safe to shop online?

In VELVET BCN we work so that your data and your procedures are 100% secure.
We use one of the safest payment gateways that exist today. We also have all the secure web, you will see it in our url http s : //.

Our computer development team is always aware of the evolution of payment management tools, to ensure that your online orders are completely safe.

What do I do if they used my card without authorization?

In this case you will have to put yourself in contact with the issuer of your card and report the fraudulent use of your card. They will inform you of everything to do, complaint, claims ... to solve the problem.

Is there a way to get a discount?

At VELVET BCN we always try to take care of you and give you the opportunity to get your products at a discount. There are several options to be informed about our offers:

  • Sign up for our Newsletter: we currently offer a 5% discount for subscribing to our Newsletter. We are not used to bombing the post office. In addition we will inform you about everything related to our brands and Sustainable Fashion and Fair Trade.
  • Follow us on our social networks: it is usual to launch an exclusive offer for those who follow us on Instragram and Facebook.
  • Come to our store in Barcelona: we like to get to know you, so if you come to our store we will offer you a 5% discount whenever you come to see us.

How do I use my promotion code?

If you have a promotion code you can use it on the order confirmation page. Here we indicate the steps you have to follow to activate it:

  • Press your code.

The code will be loaded in the Codes box.

  • Press the "Validate your coupon" button

It will be doneThe equivalent discount percentage for your order. Make sure you validate your code now. You will not be able to do it later.

If your code still does not work, remember:
- The promotions are not cumulative with other offers.
- Check the expiration date of your code
- Check the conditions of use of your code.

If you have done all the previous steps and still do not get to use your discount code. Please, get in contact as soon as possible.

What payment methods can I use?

Currently we offer you several options so that you can make the payment of your orders. If you are concerned about the security of your data, you can learn more here: "Is it safe to buy online?".

We accept the following currencies for bank transfers: Euro

Once selected this payment method we will provide you with the information so you can make your transfer.

Once the payment is made, you must send us the receipt.

Remember that we will not send your order until we have the payment confirmation.

We accept payments with VISA and Mastercard.

You must have a user account and access it.

Once your account is operational, you can choose PayPal as payment in VELVET BCN and make it effective your purchase.

Would I like to receive an invoice for my order?

Write us to indicating your order number and we will send you your invoice as soon as possible. Please tell us:

  • Your identification number (NIF) or CIF in case of company.
  • First and last name
  • Address
  • Fiscal address in case of company

Returns and refund

How can I return my order?

The only thing you will have to do to return your order is:

  • Log in to your user account.
  • Access the Returns section.
  • Request the return of the product change.
  • A logistics operator will pick up the product.
  • In case you want to change the product, check if we have it in stock and we will send it to you. In case you do not want a change, a refund will be made for the same value.


What are the shipping costs and delivery times?

You can check the shipping costs and conditions by clicking here.

What places can I choose as delivery points?

The delivery of the order will be made until 8pm (working days) at the address you specified during the purchase process. If delivery can not be made, MRW will contact you to arrange another delivery time or another day, or if you prefer, you will be directed to a nearby office to pick up the package.

If you want you can also pick up your order in our store in Verdi Street 42 in Barcelona. Our schedule is from Monday to Saturday from 11-21h.

What days can you deliver my order?

Working days until 8pm. If it's Saturday and your order is in an MRW office, check their schedules as they open until noon and you can pick it up.

* Saturdays, Sundays and holidays are not deliveries .

If you have not received your order in the expected time, please contact with us by sending an email indicating the reference of your order to or by calling us at 931 269 473.

Will I have to pay additional expenses or customs?

If you place your order from the Canary Islands, Ceuta, Melilla, Andorra or outside the European Union, you may have to pay additional expenses. The recipients will be the responsables to pay these expenses.

Depending on the place where your order is to be sent, you may have to pay an extra charge for taxes at customs.

My order has not yet arrived?

If your order has not arrived on the expected date, we will try to help you to know what may have happened.

When placing your order we provide you by mail a tracking number of your shipment. This number will take you to the page of our logistics operator, where you can check where your order is located.

Our experience tells us that on some occasion some family member or neighbor has collected the package for you.

It may be that the transport company has left you with a message so you can pick up your package in one of its offices.

Finally, it is worth checking that the shipping address is correct, it could be that when writing your data some data was not right and That your shipment has not arrived. Our messenger will have recorded it.

If your package should have already reached its destination, you have reviewed the above points and still do not receive your package. Please, get in touch with VELVET BCN and we will solve it as soon as possible.

How can I check the tracking of my order?

In the confirmation email of your order you can find a link to track your package.

If you can not find this email, you can always see the status of your order through the "My orders" section of your account.

If your estimated delivery date has passed and you have not received your order, contact with VELVET BCN so we can help you.

Technical Support

How can I stop receiving the Newsletter?

In all our emails you will find a link where you can manage your preferences.

If you change your mind later, do not hesitate to subscribe again. We would love to continue to inform you of our offers and inform you about Sustainable Fashion and Fair Trade.

How can I modify my data in my account in VELVET BCN?

From the "My Account" section you can manage and update all your information easily.

  • Go to "My Account".
  • Modify the data you need to change.
  • Save the changes made.

I can not log into my account. What can I do?

If you tried to enter with your mail to your account and could not. We can help you recover your account.

  • Go to "Log in."
  • Click on "Do not remember your password?".
  • Enter your email address and click "Recover my password".
  • We have generated a new password that you will receive in your email.
  • Sign in with your new password.

Remember that you can modify your password again by going to "My Account".

How can I close my VELVET BCN account?

We are very sorry when we have to say goodbye to someone. But we want to tell you that we will always be happy to see you again by VELVET BCN.

We remind you that your VELVET BCN account is free and allows you to keep your data secure so that when you want to receive one of our products, you can do it in a simple way. We can also inform you about our offers and let you know everything related to Sustainable Fashion and Fair Trade.

If still, you think it's time to deactivate your account, you can do it by following the steps:

  • Go to "My Account".
  • Click on the "Delete My Account" button.
  • Confirm that you want to delete your account.

We hope that you will one day be encouraged to return to VELVET BCN.

How can I create an account in VELVET BCN?

Registering with VELVET BCN is very easy.

  • Click on the "Login" button you'll find in the menu.
  • On this page we offer you two options, in your case you should go to "Create an Account".
  • Enter your email and click on the "Create an account" button.
  • We ask you some questions to know more about you. Fill in the information that we ask you. When you have filled in the information, click on "Save" and you will have your VELVET BCN account activated.

How can I place an order on VELVET BCN?

Placing an order in VELVET BCN is very simple. We explain it step by step below:

  • Browse our page and find the product you were looking for.
  • Click on any of the images and go to the product page where you will find all the detailed information.
  • Select the size you want and click on "Add to cart".
  • Now you can choose between "Go to checkout" and finalize the order. Or close the window and keep buying. Do not worry, your product will still be stored in the basket.

  • Once you finish adding products to your basket, you can go to the box. There you can review and modify your basket. Remember that if you have a coupon, it is time to activate it. If you have any doubts here, we will detail how to do it.

  • If you already have an account at VELVET BCN, all you have to do is register. The page will be refreshed with your basket and your data. If on the contrary you are a new customer, we will ask you to give us some information to continue with your order. Once registered you will return to the box with your order as you left it.
  • Select the address where you want us to deliver your order and the type of shipment. If you need an invoice at another address, you can also indicate it.
  • Choose the payment method and confirm your order. You will shortly receive an email with the detailed information of your order and a tracking number of your shipment.

Do I have to create an account to buy at VELVET BCN?

Yes, you must create your account with your data. It is very simple and it will allow you to save your shipping addresses so that it is much easier for you to place your orders in our store.

If you are worried about your data, doing click here you can see to know more about how we take care of your information so that you can buy in VELVET BCN in a calm and safe way.

What can I do if I want to know more about a brand of VELVET BCN?

If you want to know more about one of our brands you can subscribe to our Newsletter where we will talk about our Ethical and Sustainable Fashion brands. You can also visit our blog where we are publishing posts about our brands of Ecological and Fair Trade Clothing.

If you still have any questions you can get in contact and we will be happy to help you.

What can I do if I want to know more about a product?

On the product page you have a detailed description about the product. You will find information on the composition and materials, certificates, the brand and where it has been produced ethically.

If you still have any doubts you can get in contact and we will do everything possible to solve it.

Products and sizes

How can I find a specific product or brand?

If you know what brand or product you want, you can use the search engine in the form of a magnifying glass, which you will find in the menu or in the top bar of the browser.

You can also use the filters to select a brand and we will show you all its products in our catalog.

Where can I find your size guide?

We want you to be able to choose all your products with the maximum possible reliability. That's why we have a size guide for women and men.

We remind you that you will find a link in the page of each product, so that it is very easy to know which one is the best for you.

Why are your products certified?

Our certificates are focused on the impact of their materials on the environment and people, while guaranteeing good working conditions throughout the process of the garment.

The certificates guarantee that your clothes have been subjected to a strict control over the resources destined to their manufacture and the prohibition of the use of toxic products and harmful to health and nature during the process.

In our Blog we publish information about the certificates with which we work. You can see them here. If you want to know more about one in particular, we will be happy with your proposal to talk about it in future publications.