Find an item you want to buy:
If you are not ready to buy now you can:
After you found an item you like you can:
1) On the item’s listing or on the conversation screen, you can press “Buy now” to make your purchase and put your item in your cart.
Please note that a buyer protection fee will be added to the item’s price – the fee consists of:
A fixed 5% of the price of the item, regardless delivery/postage fees (if applicable)
2) When you make your first purchase, you will be asked to add your payment details. You can pay by credit or debit card
3) Choose a collection method. There are no fees for the “Meet & Connect” option or the “drop off/pick up option” but only a fee for the delivery option. The fee will be added to the total once you select the option.
4) If you chose the delivery option, make sure you have entered the correct delivery address.
Add/edit your payment options under My Settings, confirm your order and you’re done!
If you chose the meet & Connect option:
Once your payment has been done, you will be able to arrange a convenient day/time to meet and exchange the item
You will have 3 days to arrange the meeting or else the order will be automatically cancelled and the money refunded back to the buyer.
After purchase:
Once you have your item, you have two options:
The storage hub is located at: 58 Triq l-Universita, L-Imsida (same door as Crossfitf15 )
If you chose the Delivery option:
Once your payment has been done, the seller will have 3 days to drop off the item at our drop off point.
If the item is not dropped off within the 3 days, the order will be automatically cancelled and the money refunded back to the buyer.
Once the item is dropped off, you will receive a notification by email and on the Velvet app, and the delivery person will call you within 48h to arrange a delivery time with you,
After reception, you will have two options:
If you chose the Drop off / Pick up option:
Once your payment has been done, the seller will have 3 days to drop off the item at our drop off point.
If the item is not dropped off within the 3 days, the order will be automatically cancelled and the money refunded back to the buyer.
Once the item is dropped off, you will receive a notification by email and on the Velvet app, and will be able to collect it from the pick up point (same address as drop off point)
After collection, you will have two options:
Velvet offers you an easy selling process!
Here’s how it’s done:
List an item, listing an item is FREE
Create your profile
Wait for buyers.
A sale is done!
Delivered! Leave feedback and get your payout!
Here’s how to upload an item on Velvet:
You can upload up to 20 photos of your items to make sure the buyer see its quality. The better the photos are the more chance you will get to make a fast and easy sale!
Here are 6 things to keep in mind when taking photos and adding them to your listing:
Want to ensure a quick sale? You will need to add a detailed and thorough description of your item.
This will highly help you get more chances to get it sold
Here are more tips to help you out:
The title
To create a descriptive title, include specific details about the item, e.g., its brand, colour, type or unique features.
Avoid words that don’t specify how this item differs from the rest, e.g.: ‘nice’, ‘pretty’, or ‘good’.
What you should do: New blue Calvin Klein hoodie
What you should not do: Really beautiful top
Detailed description
A description should provide accurate information about the item. It should not omit important details and should help your buyers decide if it’s the right item for them.
A detailed description should include information about:
Please don’t add unrelated brand names or hashtags to the item description. Otherwise, we’ll have to hide or delete such items. Also, if you’ve used a paid feature (Bumps or Wardrobe Spotlight) for such listings, we won’t be able to refund you the cost of it.
Important
Make sure you describe the item’s flaws if any and also show them in your pictures. This will help you avoid the buyer being disappointed with the item and returning it.
Velvet is a place to sell:
Women’s, men’s and children’s clothing, footwear and accessories
Children’s toys, furniture and childcare equipment
New cosmetics, perfumes and other beauty products
Beauty gadgets
Tech accessories such as headphones, smartwatches, phone cases and similar items
Please also kindly check the section,
Importante note:
Please make sure that your listings and items comply with our Guideline rules. Other members may flag a listing of yours that appear not to comply with these rules for Velvet’s review. If your item indeed does not comply, it may be removed or hidden by our team.
You may also be subject to other actions, such as suspension of your account.
Note that the list below is non exhaustive and is to be used as a guide. In case of a doubt kindly refer to what can be sold on Velvet or contact our support: contact@vetlvet.mt
Note 1: For hygiene reasons, only new underwear can be sold – you must clearly show the tags in your item’s pictures.
Note 2: Worn bras, bathing suits and tights can be sold as long as they are properly washed and the description clearly states that the item has been worn.
If you receive your item and realise:
You will need to immediately send an email at: contact@velvet.mt
You will need to describe the issue and upload clear pictures to allow the Velvet team to review your claim
After careful review, if the item is as described, the claim will be rejected and the seller will receive his money for the sale. The sale will automatically be closed and the seller will automatically be 5 stars rated.
If the claim is approved and there is indeed an issue:
You will have 3 days from approval to drop off the item at our drop off point and you will then be refunded.
If you do not drop off the item within 3 days after acceptation of your claim, no refund will be made and the seller will receive the money for the sale. The sale will automatically be closed and the seller will automatically be 5 stars rated.
A buyer and a seller can cancel their order only if the item hasn’t yet been dropped off to the drop off point.
If the “Meet and connect” option has been chosen, the cancellation can be done before the meeting.
To cancel your purchase:
Good to know
After pressing the “Buy now” button, you’ll have to choose your payment method for that specific order. Payment methods available on Velvet are:
1. Valid credit/debit cards
Good to know:
Velvet’s priority is to ensure that you are protected when you are buying on our application.
This is why, we cover you with Buyer Protection when you pay through Velvet. This takes care of:
1. Protection of your purchases
You can shop with a complete peace of mind
If the item:
Select, I have a problem and contact us by email at: contact@velvet.mt, within 2 days after the order was marked as ‘delivered’. We’ll ensure you get refunded for your purchase if your claim is legitimate. For more details, check out our Refund policy in the FAQ
Note
Your order will be completed and the payment will be automatically released to the seller if you miss the 2-day deadline or if you ever hit the “I’m happy” button.
2. Extra measures against fraud
To make sure that no stranger can buy on behalf of you on Velvet, we put an extra layer of safety to your purchases. We randomly check transactions by prompting purchase verifications.
3. Support from our team
We’re always at hand if you need to solve any questions related to your order. We’re here to ensure you have smooth and successful shopping on Velvet
Note:
The Buyer protection fee is mandatory for every order made through Velvet, and is applied automatically at checkout.
Velvet’s commission is 10% transaction fees.
Velvet also offers a Seller Protection, to benefit from it you must:
You’re not covered by Seller Protection if:
Velvet Protection
As you know, Stripe is a trusted platform that we use, to always ensure your money is safe and your transactions are protected.
However, we value our community, so in the event something goes wrong and you have done everything by the book, we’ll ensure you don’t lose out.
When you buy using the Buy now button, i.e. you pay through Velvet, you are covered by the Buyer Protection.
With Buyer Protection, you can receive a refund if your order:
Purchased item doesn’t fit you or isn’t your style?
Unfortunately, you cannot claim a refund. You can still speak with your seller regarding the return, but it’s up to the seller to accept it. You can also upload the item to your own Velvet store and sell it there.
2 days to submit your claim
To claim a refund, press I have a problem in the conversation screen with the seller. You have to do it within 2 days after the order was marked as ‘delivered’.
You will need to immediately send an email at: contact@velvet.mt
You will need to describe the issue and upload clear pictures to allow the Velvet team to review your claim.
Once you do this, we’ll keep your payment on hold while we check your claim.
After careful review, if the item is as described, the claim will be rejected and the seller will receive his money for the sale. The sale will automatically be closed and the seller will automatically be 5 stars rated.
If the claim is approved and there is indeed an issue:
You will have 3 days from approval to drop off the item at our drop off point and you will then be refunded.
If you do not drop off the item within 3 days after acceptation of your claim, no refund will be made and the seller will receive the money for the sale. The sale will automatically be closed and the seller will automatically be 5 stars rated.
Note
Your order will be completed and the payment will be automatically released to the seller if you miss the 2-day deadline or if you ever hit the I’m Happy button.
Returning an item
It is the responsibility of the buyer. You will have 3 days from acceptation of your claim to drop off the item back to the Velvet drop off/pick up point. Then, we will process the refund.