Velvet Caviar Customer Service — Expert Guide

At-a-glance: what to expect

Velvet Caviar is an established accessories brand known for patterned phone cases, pop-sockets, and wallet add-ons. As a customer you should expect a modern direct-to-consumer support model: an online support portal, social-channel responsiveness, and structured returns. In practice that means customers typically interact via the website contact form or live chat first, then email for escalations.

Operationally, plan for multi-stage timelines: initial acknowledgement within 24–72 hours, a resolution or next step in 3–10 business days for routine issues, and refund crediting that can take another 5–10 business days once processed. These are industry-standard timeframes for fashion and phone-accessory merchants and will help you set realistic expectations when you contact Velvet Caviar.

How to contact Velvet Caviar

The single most reliable starting point is the company’s official website; go to velvetcaviar.com and use the Contact/Support link or the live-chat widget if present. Social channels (Instagram @velvetcaviar, Facebook) are useful for public questions and rapid acknowledgment, but never use social DMs for sharing sensitive order details—direct you back to the website support flow.

If you need to escalate, keep copies of the order confirmation email (order number, SKU, purchase date). Use the website support form to attach up to several photos (damage, fit, packaging) and a clear chronology: order date, tracking number, what you received vs. what you expected, and the remedy you want (refund, replacement, or partial credit).

• Primary support path: velvetcaviar.com → Contact/Support or Live Chat (start here for fastest triage).
• Public channel for visibility: Instagram @velvetcaviar (use for quick status checks only).
• Documentation to have ready: order number, photos (3–5 images: full package, SKU tag, close-up of defect), payment method last 4 digits, and shipping/tracking info.

Common issues and step-by-step resolutions

Damaged or defective items: take timestamped photos immediately upon opening and keep original packaging. Submit those images via the website support form along with your order number and a short description (example: “Case back cracked, camera lip bent”). If the defect is cosmetic within 48 hours of delivery, request an exchange or full refund; for manufacturing faults within the first 30 days ask explicitly for a replacement.

Wrong item or size/fit issues: confirm the SKU and device model from the order confirmation. If a wrong SKU shipped, request a prepaid return label. If a case is a poor fit, describe the problem (camera cutout misalignment, button stiffness) and ask about an exchange or partial refund; many merchants will offer a discount code when an exact exchange isn’t available.

Returns, refunds and practical timelines

Prepare for these practical benchmarks: request a return authorization within the company’s stated window (commonly 14–30 calendar days for consumer accessories) and ship returns using traceable methods. Once Velvet Caviar’s warehouse receives and inspects the item, refunds are typically issued to the original payment method—allow 5–10 business days for the merchant to process and another billing cycle for the bank to reflect the credit.

Pricing context: Velvet Caviar phone cases and basic accessories generally retail between $22 and $45; specialty items (embellished cases or bundles) range $40–$80. When claiming refunds, quote the line-item price from your invoice and include taxes and shipping if the company’s policy allows for shipping reimbursement—verify specifics on the invoice or support page before requesting full shipment credit.

Shipping, international orders and tracking

Domestic shipping (within the U.S. or Canada) typically arrives in 3–7 business days with standard methods; expedited options are usually 1–3 business days. For international orders expect 2–6 weeks depending on customs and local postal handling. Always keep your carrier tracking number and check the tracking before filing a “not received” claim with the merchant—many delays are resolved by the carrier rather than the seller.

If a shipment is marked delivered but you do not have it, take these steps: confirm delivery location with neighbors or building management, check photos on the carrier’s delivery confirmation, then open a support ticket with Velvet Caviar attaching the carrier proof. If the carrier confirms misdelivery, the seller or the carrier will typically open an investigation; retain all correspondence and tracking screenshots during this process.

What to include in a support request (high-value checklist)

• Order number, purchase date, and last four digits of the payment card or PayPal transaction ID.
• Clear photos (3–5): full box, SKU/label, defect close-up, and an image showing the phone model next to the case if fit is the issue.
• Preferred resolution: refund, replacement (include SKU of replacement), store credit, or partial refund.
• Shipping/tracking number and carrier name; note whether the package was insured.
• Any prior ticket ID or reference number if you previously contacted support; list all dates of communication.

Escalation, payment disputes and consumer guarantees

If initial support fails, escalate politely: request a supervisor or ask for a ticket escalation number. If unresolved after 2–3 follow-ups over 10–14 days, use your payment provider’s buyer protection—PayPal disputes are typically available within 180 days; credit-card chargebacks vary by issuer but are commonly accepted within 60–120 days for non-delivery or misrepresentation.

Keep concise, time-stamped logs of all interactions (dates, agent names, ticket numbers). If you escalate to a regulatory or small-claims route, the strongest cases include the original invoice, tracking evidence, all support correspondence, and photographic proof of the product issue. This documentation often results in a merchant reversal or quicker settlement before formal disputes are necessary.

Sample support message templates and timing strategy

For initial contact (fastest resolution): concise subject line “Order #12345 — Defective item received” and body with 3–5 bullet facts: what arrived, what’s wrong, attached photos, and the requested remedy. Send during business hours (local time of merchant) to increase the chance of same-day acknowledgment. Follow up if no reply in 72 hours.

For escalation: “Escalation request — Order #12345 — unresolved after 10 days” and include summary of prior ticket IDs and desired resolution deadline (for example, “Please confirm replacement or refund by [date 7 days from now]; otherwise I will proceed with a dispute through my payment provider”). Clear deadlines and documented history accelerate senior review.

What is the warranty on Velvet Caviar?

1 Year Manufacturer’s Warranty
Policy: Before sending a claim, understand our warranty only covers defects in materials or craftsmanship. Warranty does NOT cover: orders placed over 365 days ago, final sale clearance items, or typical wear and tear damage like yellowing, scratches, dents, etc.

How do you stop the Caviar service?

Stack into any large doll and find the kitchen door outside on the ship’s deck. Enter the door (can only be done with a large doll) and then push the big metal fish head back out the door and into the shark jawbone, dumping all the caviar and causing the chef to stop service.

How do I contact Velvet Caviar?

[email protected]

1. @alessandramennella.
2. @richgirldiet.
3. @ashleeswest.
4. @tatlafata.

What is the return policy for Velvet Caviar?

Eligibility: Items must be returned or exchanged within 15 days of delivery, unused and in their original packaging. Items marked “Final Sale” or “Clearance” are not eligible for returns or exchanges.

How do I get my Caviar order that never arrived?

If you do not receive your order, use the in-app Self Help tool which is the fastest and easiest way to have your issue immediately resolved. Please report orders that were never delivered ASAP so we can issue you the appropriate resolution.

How do I contact Caviar customer service?

You can contact Caviar support in the following ways: Live Order Support: Caviar Phone Support (866) 612-7021. In-App Chat.