FAQ
Do customers pay for shipping?
Yes. At this time customers are responsible for shipping costs.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive a shipping confirmation with tracking information.
Do you offer custom orders?
Yes. Many Velvet Alchemy products can be customized by color, glitter, flowers, charms, design style, and other details depending on the item. Custom orders usually require approximately 5 additional business days before shipping.
Can I request specific colors or designs?
Yes. Custom color and design requests are welcome. Some requests may depend on available materials, mold shape, product type, and whether the design is possible with resin. If there are any concerns or limitations, Velvet Alchemy will contact you before completing the order.
Are all products handmade?
Yes. Every Velvet Alchemy piece is handmade. Because of this, small variations may occur, including slight color differences, glitter placement, flower placement, tiny bubbles, or minor differences in finish. These details make each piece one of a kind.
Do you accept returns?
Velvet Alchemy offers a 7-day return/refund policy on eligible ready-made items. Items must be unused, undamaged, and returned in their original condition.
Custom, personalized, and memorial pieces are final sale unless they arrive damaged or incorrect.
What should I do if my item arrives damaged?
Please contact Velvet Alchemy within 48 hours of delivery with your order number and clear photos of the item, packaging, and damage. Each situation will be reviewed, and Velvet Alchemy will work toward a replacement, repair, or refund when appropriate.
Can ashes, flowers, pet fur, or other keepsake items be added to resin pieces?
Yes. Memorial and keepsake options may be available for certain products. This can include ashes, dried flowers, pet fur, fabric, charms, or other small meaningful items. Please contact Velvet Alchemy before placing this type of custom order so details can be confirmed.
Are resin trays and dishes food-safe?
Unless a product listing clearly states that the item is food-safe, resin trays and dishes should be used for decorative purposes only. Do not place food directly on resin items unless the listing says it is safe for that use.
How do I care for my resin item?
Keep resin items away from extreme heat, direct sunlight for long periods, harsh chemicals, dishwashers, microwaves, ovens, and open flames. Clean gently with a soft damp cloth and handle with care to avoid scratches, chips, or cracks.
Can I cancel my order?
Ready-made orders may be canceled only if the order has not shipped yet. Custom orders may be canceled only before work has begun. Once materials have been mixed, poured, personalized, or ordered specifically for the item, the order cannot be canceled.
Why does my item look slightly different from the photo?
Because each piece is handmade, no two items are exactly alike. Colors may also look slightly different depending on lighting, screen brightness, and device settings.
Do you ship across the United States or only to certain states?
Yes. Velvet Alchemy ships across the United States, including Florida. Customers may choose from the available shipping carrier options at checkout. Shipping rates and delivery estimates may vary depending on the carrier, destination, package size, and package weight.
How long does shipping take?
Ready-made items that are currently on hand ship within 24–48 hours after the order is placed. Most ready-made orders ship within 24 hours when possible, and orders placed before 2:00 PM may ship the same day, excluding Saturdays, Sundays, and holidays.
Custom-made orders require additional processing time. Most custom orders require approximately 3 additional business days before shipping.
If a custom order requires the customer to mail in a personal item, such as dried flowers, pet fur, fabric, or another approved keepsake material, the total production and shipping timeline will increase. Production cannot begin until the mailed-in item has been received and reviewed.
Customers will be kept updated throughout the custom order process, including confirmation of the estimated shipping date when available.
What happens if my custom order requires me to send in a personal item?
If your custom piece requires a personal item to be added, Velvet Alchemy will provide instructions for safely mailing the item. Please do not mail any personal item until your custom order has been discussed and approved.
Customers are responsible for securely packaging and shipping their personal item to Velvet Alchemy. A tracked shipping method is strongly recommended. Velvet Alchemy is not responsible for items lost, delayed, damaged, or mishandled while in transit to the shop.
Once the personal item is received, Velvet Alchemy will confirm receipt and continue the custom order process.
Do custom orders require a deposit?
Yes. Custom pieces require a refundable deposit of 25% of the item price before work begins.
This deposit reserves the custom order and allows Velvet Alchemy to begin planning, preparing materials, and creating the piece.
When is the custom order deposit refundable?
The 25% deposit is refundable only if the finished item is not approved by the customer before shipping.
Velvet Alchemy will send photos of the finished custom piece for approval before shipment. If the customer does not approve the finished piece, the deposit may be refunded according to the custom order policy.
Once the customer approves the finished item, the deposit is no longer refundable.
When is the remaining balance due for a custom order?
After the customer approves the finished custom piece, the remaining balance is due before the item ships. The original 25% deposit will be deducted from the final amount owed.
Custom orders will not be shipped until the remaining balance has been paid.
Can delays happen with custom orders?
Yes. Custom order timelines depend on the details of the item, curing time, customer communication, approval, payment, and whether any personal items need to be mailed in.
The quicker the customer provides required information, mails any approved personal items, approves photos, and completes the remaining payment, the quicker the order can be completed and shipped.
Delays in customer responses, mailed-in materials, approvals, or payment may delay production and shipping.