Velvet CaviarReviews of velvetcaviar.com

ordered on 9th, label created on 10th. been 12 days and no update on delivery, escalated to customer service and no reply for another 4 days, only to tell me it's due to international supply changes which they failed to tell me before ordering, so got a refund instead of reshipment, which was not a full refund.

Placed an order on the 09/10/2026 had an email on 10/10/2026 to say it had been shipped. Tracking since hasn’t updated since the 10/10/2026 have emailed their customer service several times to just not get a response. They’ve charged me for the item but just don’t reply. I’ve emailed 3 times the first seemed like an automated reply saying because tracking hasn’t updated they’d escalate it and nothing. The tracking still hasn’t changed. Would not recommend ordering.

I am extremely disappointed with Velvet Caviar’s product quality, customer service, and failure to honor its written refund commitment. On January 16, 2026, I initiated a timely return because my phone case arrived with a visible defect in the finish. I requested a refund, which Velvet Caviar acknowledged. Instead of processing my refund, the company sent a replacement that I neither requested nor authorized. During this period, I also experienced a death in my family, which contributed to the delay in returning the replacement. However, this entire situation could have been avoided had Velvet Caviar properly processed my original return and issued the requested refund. On March 6, after I explained that I did not want the replacement, Velvet Caviar explicitly instructed me to return it and confirmed in writing that my refund would be processed manually. Unfortunately, because the original return had already been completed in their system, I could not initiate another return through their portal. I therefore returned the unopened replacement to the sender. USPS tracking confirms that Velvet Caviar received it on April 20, 2026. Despite this, I was subsequently told that the replacement was outside the return window. This explanation disregards the documented history of the transaction, including the company’s own written authorization to return the replacement and its promise to issue a refund. Velvet Caviar’s failure to properly process my original return should not become my financial responsibility. I fulfilled my obligations, followed the company’s instructions, and provided proof that the merchandise was returned. On September 23, I escalated the matter directly to Velvet Caviar’s CEO, Michelle, with supporting documentation, including the original return request, written correspondence, refund commitment, and USPS delivery confirmation. It is now October 2026, nine months after my original return request, and my refund remains outstanding. Velvet Caviar has both the returned merchandise and my payment. What began as a simple return of a defective phone case has become an unnecessarily prolonged and frustrating experience. Customers should not have to repeatedly pursue a company to honor its own written commitments, particularly when the company’s handling of the original transaction created the problem. Based on my experience, I cannot recommend Velvet Caviar. Product quality matters, but accountability, customer service, and honoring refund commitments matter just as much.

Silly me! I thought I would give this company a second change after issues with shipping and customer service the first time. And guess what?! I'm having the same issues again! Made an order nearly 2 weeks ago, apparently has been shipped but after contacting DHL they confirmed they haven't received my package for delivery. I've sent numerous emails and also messages on Facebook but I haven't received any help. Their website says shipping to Australia is 7-14 days, which clearly it isn't. Jokes on me for giving this company another chance, same shit! *Now VC, instead of telling me to email you again via your hello@velvetcaviar email address, how about you respond to the emails I've already sent you!

I ordered a phone case from your store two months ago. Unfortunately, it has already started to turn noticeably yellow, which is very disappointing considering that I paid over €60 including shipping I contacted customer support and received a reply just a few minutes after sending my email. I suspect it was an automated response. Since then, I haven’t heard anything back for a week, and I feel like I’m being ignored. Is send two mails bit sill no response.

Shipment has not updated since October 10. Cannot get a hold of customer service for assistance. They replied to me once saying they would look into it then ghosted me. But VC had no problem charging me.

I ordered 2 new phone cases and a battery on the 12th September, 2026. This is the 2nd time I’ve purchased from them, so to say I’m disappointed is an understatement. Where is my order ? They have created a label via DHL in Salt Lake City on the 19th September. Nothing further has happened, and today is the 19th October, 2026. I have emailed Velvet Caviar, they have acknowledged the email, said they were looking into, and now crickets ! I hear nothing more from them, they have not even had the courtesy to reply to my further 2 emails. Is this legit ? Are they still in business ? Where are my 2 cases and battery ? They need to re-despatch the items to me with another carrier. Velvet Caviar can pursue DHL, as they engaged them, not me. Is my money going to be refunded, will I ever get my order ? I live in Melbourne, Australia, not a 3rd world country !

I am genuinely appalled by my experience with Velvet Caviar and would strongly advise others to think twice before ordering from this company. I placed an order for a phone case bundle totalling £115, well above the £61 threshold advertised on their website for FREE UK shipping. However, when I used Apple Pay, an additional £75 in taxes and shipping fees was added to my order. These charges only became apparent once the payment had gone through, leaving me with a total bill of £190! Within ONE MINUTE of placing the order, I emailed Velvet Caviar requesting an immediate cancellation, explaining what had happened. I received a response stating that their customer service team would be in touch. One week later, over 12 emails sent, and absolutely NOTHING. Not a single meaningful response, no explanation, no refund and no acknowledgement of my repeated attempts to resolve this. To make matters worse, despite my cancellation request being submitted within a minute of ordering, they have now dispatched the order anyway! I am now £190 out of pocket, having been charged £75 more than expected, and am being completely ignored by a company that seems more than happy to take customers’ money but unwilling to provide even the most basic level of customer service. This is completely unacceptable, misleading and frankly disgraceful. For a company that markets itself so heavily and presents itself as a reputable brand, the lack of transparency and customer care is shocking. Velvet Caviar should be thoroughly embarrassed by the way they treat paying customers. I would NEVER order from this company again and would strongly urge anyone in the UK to be extremely cautious before purchasing. I expect an immediate response, an explanation for the unexpected charges and a full refund.