Frequently Asked Questions

Buyer

Find an item you want to buy:

  • Use our filters to find a specific type of item or a specific brand and/or
  • Use our filters to find your size or a colour you like and/or
  • Just scroll the feed and find something you like (you can also use filters to customise your feed)

If you are not ready to buy now you can:

  • Press the heart button and save your item in your favourites
  • Follow the store of the seller by clicking on “follow” to see what is posted and receive notifications of new items for sale.

After you found an item you like you can:

  • Directly buy the item by putting it in your cart (press button “BUY NOW”)
  • Select the button “message seller” and start a conversation to:
  • Offer a new price and negotiate
  • Discuss the delivery method
  • Ask any questions about the item

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:

  • It is as described on the listing and you are satisfied, you can then go into your order section,  press “I’m Happy”, rate your seller and leave a review to share you experience. The seller will then receive the money. If you do not rate the seller within 2 days, the seller will automatically receive a 5 star rating.
  • The item is damaged or not as described on the listing, you can go into your order section. Press “contact support”, and send us an email describing the issue and uploading photos of the item. After careful review we will let you know whether your claim has been accepted or not and refund you or not accordingly. If the claim is accepted, you will have 3 days to drop the item at our drop off point and you will be refunded.

The storage hub is located at: 58 Triq l-Universita, L-Imsida (same door as Crossfitf15 )

View on Google map

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:

  • It is as described on the listing and you are satisfied, you can then go into your order section,  press “I’m Happy”, rate your seller and leave a review to share you experience. The seller will then receive the money. If you do not rate the seller within 2 days, the seller will automatically receive a 5 star rating.
  • The item is damaged or not as described on the listing, you can go into your order section. Press “contact support”, and send us an email describing the issue and uploading photos of the item. After careful review we will let you know whether your claim has been accepted or not and refund you or not accordingly. If the claim is accepted, you will have 3 days to drop the item at our drop off point and will then be refunded.

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:

  • It is as described on the listing and you are satisfied, you can then go into your order section,  press “I’m Happy”, rate your seller and leave a review to share you experience. The seller will then receive the money. If you do not rate the seller within 2 days, the seller will automatically receive a 5 star rating.
  • The item is damaged or not as described on the listing, you can go into your order section. Press “contact support”, and send us an email describing the issue and uploading photos of the item. After careful review we will let you know whether your claim has been accepted or not and refund you or not accordingly. If the claim is accepted, you will have 3 days to drop the item at our drop off point and will be refunded.

Seller

Velvet offers you an easy selling process!

Here’s how it’s done: 

List an item, listing an item is FREE

  • Upload a few great pictures of the item, write a detailed description, set your item’s price
  • Listing more than one item helps you sell faster and attract more attention from potential buyers.

Create your profile

  • Set up profile and verify your account.
  • Adding a detailed profile description and picture helps you build trust.

Wait for buyers.

  • Be ready to answer all questions from buyers.
  • You’ll be notified about all the purchase steps that buyer has made.

A sale is done!

  • Pack your item, a personal touch is always appreciated.
  • Meet the buyer or drop off the item at Velvet’s drop off point within 3 days.
  • Delivering your item right away keeps your order from being automatically cancelled & refunded.

Delivered! Leave feedback and get your payout!

  • As soon as the buyer presses I’m Happy, your payment will automatically become available in your Velvet balance.
  • Payouts may take up to 4 business days to appear in your bank account, depending on your bank/transfer method. 
  • You can now leave a nice feedback about your buyer and let others know about your experience!

Here’s how to upload an item on Velvet:

  1. Select: Sell an item
  2. Add 1-20 clear and sharp photos
  3. Add a title and give detailed description of your item
  4. Input a competitive price for a fast sale
  5. List it!

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:

  1. First pic, full view
    Show the entire item in the first picture. No collages, please.
  2. Use your own pics
    Don’t use stock images, pictures you find online or watermarks. They’re copyrighted and may not depict the current condition of the item.
  3. Capture the true colours
    Choose pictures taken in natural daylight, over those taken in the lamplight. Also, don’t use flash or filters.
  4. Reveal different angles
    Take photos of the item from several angles to make the listing more appealing and complete.
  5. Close-up of important features
    Attach close-up photos of important features that aren’t visible in other photos. This may include the item’s logo, care label, stitching and/or similar details.
  6. Show the defects
    Show the item’s defects in the pics (if there are any). If you don’t mention them, the buyer might want to cancel the order and return the item.

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:

  • Measurements of the item
  • Material (e.g., 100% wool)
  • Item’s alterations 
  • Absence of the brand label or other missing parts 
  • Flaws of the item such as marks, stains, spots, holes, tears or rips, scratches, abrasions, fraying, pilling, creases, stretching, washed colour, odours

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 ensure that all items that you list are clean.
    We recommend washing or disinfecting them in a way suitable to the item’s material.
    Any spots, defects or similar flaws that don’t wash off must be mentioned in the item’s description. Please be aware that if they’re not, we may have to cancel the order.

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

  • Counterfeit items (non limited to clothes, stamps, currencies…
  • Counterfeit replica, unauthorised copies
  • Items that do not comply with applicable laws
  • Any kind of data (bank, mailing lists, personal information)
  • Event tickets, cinema tickets, gift cards, discount cards, coupons, vouchers, subscriptions, football, transport service, event or show tickets…
  • Drugs or any illegal substances regulated or not. Drug paraphernalia, tobacco products such as cigarettes, cigars, pipes, e-cigarettes, vapes, or other vaporizing instruments and accessories. We have a zero tolerance policy for any drugs, drug paraphernalia, tobacco or smoking accessories and will take immediate action on any item in this category found on Velvet.
  • Tobacco and its derivatives: All tobacco products and accessories, including ashtrays & collectables, herbal tobacco, nicotine-free cigarettes or tobacco-free cigarettes, E-cigarettes & associated products, pipes, regular cigarette papers
  • Medicines or any medical products, Prescription products, medications, professional medical supplies, vitamins, food supplements.
  • Items that promote or display violence, discrimination, hatred, crime.
  • Adult only material and nudity such as magazines and stationery supplies for adults, notebooks, diaries and calendars. Also, sexually explicit items such as sex toys and fetish related items.
  • Alcohol
  • Any edible items, food and drinks, baby food and infant formulas, candies and similar products.
  • Animals and wildlife products, fur and its products. Also, items containing products from reptile skin, shells or ivory. Only sheared sheep wool, cashmere and mohair products are allowed. Accessories, clothes for animals
  • Advertisements
  • Drop-shipped items (designer, luxury, electronic or cosmetic items, stock images, customer photos and/or supplier photos, items produced at large scale and bought to order from catalogues or other marketplaces)
  • Armed Forces, police or other emergency services official uniforms, badges, accessories or any other type of object. International humanitarian aid emblems and names individually or within the clothing.
  • Nazi, fascist, uniforms and accessories
  • Offensive Materials: Not limited to any items promoting, supporting or celebrating hatred, violence, racial, sexual and/or religious intolerance or organisations with such views.
  • Stolen properties or items or properties or items with no or removed serial numbers: Any items taken without the authorisation from private individuals, companies or governments
  • Hazardous materials
  • Plants and seeds, plant pests and other material
  • Any services, professional or personal services such as for example financial or marketing advice, building or labour services
  • Recalled items
  • Autographed items (or similar items)
  • Real estate or any immovable properties.
  • Softwares of any kind
  • Credit cards (active and inactive bank credit, debit and pre-paid cards)
  • Any firearms, weapon, military items, regardless of their functionality, construction date or of their being collectibles. The term ‘firearm’ indicates all the parts constituting a firearm, a sporting gun, all types of collectible, vintage, antique and signalling guns.
    Paintball guns, BB guns, Pneumatic spearguns, airsoft guns, replicas, All blade weapons, knives and sharp instruments. This includes but is not limited to: kitchen knives, fishing and scuba knives, blackjacks, clubs, brass knuckles, switchblades and swords of all kind, kits for the construction of firearms, ammunitions.
  • Worn underwear (e.g. panties, thongs, G-strings, boxer shorts, briefs, bodies worn as undergarment and underwear sets which include worn underwear bottoms). 

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.

  • Used towels, sheets, pillowcases, duvet covers and bedding sets
  • Sanitary pads such as tampons, menstrual cups and similar items.
  • Used tongue, eyebrow, nose, lip and intimate piercing jewellery.
  • Contact lenses, contact lens solution and cases.
  • Perfumes & cosmetics: That have already been used or that are not in their original sealed packaging. Not limited to decanters, testers, perfumes and cosmetics replicas, used perfumes and cosmetics, homemade perfumes and cosmetics (nail polish remover, shaving razors, hair colouring products),  makeup, creams, lotions, and hair-care products
  • Kitchen utensils and appliances, knives, pans, pots, coffee machines and similar items or appliances for food making, food storage items.
  • Electronics: Mobile phones and related tech accessories, speakers, headphones and headsets, digital audio players and related products, games consoles, controllers and related accessories, computers, laptops, tablets, E-readers and related accessories, smartwatches and fitness watches or fitness trackers, cosmetic electronics such as hair stylers, clippers and trimmers, home & lifestyle electronics such as lighting, virtual assistants and appliances, televisions, DVD players and related product, battery banks, chargers and hard drives

Problem/Refund/Cancellation

If you receive your item and realise:

  • It is damaged (and it was not mentioned on the listing)
  • It is stained (and it was not mentioned on the listing)
  • It is not the item you ordered
  • It is not the size or colour you ordered
  • Or any other issues

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:

  1. Open your conversation screen with the other member
  2. Press on the information icon (i) at the top-right corner
  3. Choose Cancel transaction and select a reason, or write your own reason by choosing Other

Good to know 

  • If you’re a seller and your item was bought, but the deal was cancelled along the way, click Re-upload in the conversation screen. This will make your item available again.

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

  • We accept all major credit and debit cards. Prepaid cards (PCS) and e-cards are also accepted, but we won’t be able to issue refunds to them.

Good to know:

  • Buyer Protection applies to all payments made using the Buy now button. If you buy outside of Velvet, we won’t be able to help you if a problem arises.
  • In case of a refund, it will appear in the same e-wallet or bank card you used when making the payment.
  • A small charge may be applied to your bank card to ensure its validity. This charge will be refunded immediately.
  • If you’re a minor, you may use Velvet only under your parent’s or adult guardian’s supervision and via their account. Note that it’s strictly forbidden by law to use a credit/debit card without the permission of its owner.

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:

  • Is significantly not as described
  • Doesn’t arrive
  • Arrives damaged

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:

  • sell your items inside the app by using the ‘BUY’ button.
  • sell items that are not on our Prohibited items list
  • ship the item to the address included in the sale receipt located in Profile > Sold Items
  • obtain and keep proof of shipping and delivery, i.e. a tracking code that can be verified online. This is the only proof accepted by PayPal.
  • keep proof of shipping and delivery until the buyer confirms in writing that the item has been received.

You’re not covered by Seller Protection if: 

  • the sale was made outside of Velvet. This means that the buyer didn’t purchase using the BUY NOW button
  • the item is on Velvet’s prohibited items list
  • the item was a non-material good, such as cinema, event tickets

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:

  • Is significantly not as described
  • Never arrives
  • Is damaged in transit
  • Is cancelled by Velvet
  • Is manually cancelled by you (before the seller sends their item) or by your seller (after you submit a claim)

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.