Frequently Asked Questions
Products
Q. How are the designs created?
I create all the designs myself, using acrylic paints and other mediums on either paper or canvas. Each piece is crafted with meticulous attention to detail and artistic expression. Once the artwork is complete, I carefully digitize it to preserve its quality and intricacy. I then edit the digital versions to ensure they can be seamlessly transferred to various materials, allowing me to create unique products with precision and vibrancy.
Q: What kind of ink do you use?
Sublimation products
Our manufacturer uses Mimaki Dye Sublimation Ink Sb411 and Sawgrass SubliJet HD ink for sublimation products. Both of these inks are Oeko-Tex™ certified. For some sublimation products, they also use MYSUBLI-E Sublimation Transfer Ink.
Q: How should I clean the stainless steel tumblers?
Hand-wash only (dishwasher not recommended due to vacuum seal).
Q: Can the shoes be washed?
A: In general, it's best to avoid machine washing shoes to ensure their longevity. If necessary, we recommend hand-washing shoes in cold water and avoid using any brushes. If you'd like to machine wash them, please use cold water and wash them together with like colours and avoid using bleach or harsh detergents.
Q: Can I wash the backpacks, crossbody bags, or fanny-pack?
A: All-over print backpacks, fanny packs, and crossbody bags need to be hand-washed without bleach. Don’t use brushes. Don’t dry-clean or tumble-dry the bags. You can iron these bags with a low heat setting.
All three products can’t be machine-washed, bleached, tumble-dried, ironed, or dry-cleaned.
Q: Why are your products made on demand?
Traditional retailers produce items before putting them up for sale, so they’re always manufactured in bulk to save money. In contrast, our products are made when an order is placed, limiting our stock to items that already have a buyer.
This lets us avoid the overproduction that is widespread in the rest of the industry. Unsold stock is usually thrown out or burned, with fashion retailers alone wasting 92 million tons of textile each year.
Q. Why are your products limited in quantity?
We believe in offering our customers unique and exclusive items. Each product is made on demand, ensuring high quality and attention to detail. By keeping the numbers low, we can maintain the rarity and special nature of the products. This approach not only ensures that you receive a meticulously crafted item but also means that you own something truly distinctive.
Q: Why do you add sales tax at checkout?
We aim to offer competitive prices by displaying pre-tax prices. Sales tax is calculated based on your shipping address and added at checkout. This approach allows us to offer fair pricing tailored to different regions and comply with varying state tax laws.
Q: Are the packaging materials sustainable?
We know sustainable packaging is important to our customers, and our manufacturers are committed to finding the most sustainable solutions they can.
Currently, the packaging is made of post-consumer recycled (PCR) plastics for all apparel orders shipped from our in-house facilities.
The share of recycled plastic per bag depends on each facility, but worldwide it’s at least 70% for the outside (white or grey) packaging and at least 50% for the inside (clear) bags used in multi-item shipments.
PCR packaging protects the products just as well as virgin plastic bags and looks almost the same. However, choosing PCR plastic over virgin plastic is the right thing to do to minimize the environmental impact plastic has on our planet.
We’re continuously working on becoming more sustainable, and we’ll keep exploring greener packaging options in the future.
Are the packaging materials recyclable?
Depending on the product type and fulfillment location, your products are packaged in post-consumer-recycled (PCR) plastic mailers, kraft mailers, or cardboard boxes.
Our PCR plastic mailers are made from low-density polyethylene (LDPE), categorized as number 4-coded plastic. This material is recyclable, but number 4-coded plastic doesn’t usually belong in an everyday recycling bin. Typically, it has to be recycled at designated drop-off points.
We suggest contacting your local waste management service provider and asking for instructions on sorting 4-coded plastic.
Kraft mailers and cardboard boxes are also recyclable and can be sorted in paper recycling bins.
Shipping
Q: Are all products in an order shipped together?
Some of our products come individually packaged to protect their shape and provide extra durability. Here are the products we may ship separately:
snapback hats, trucker hats, dad hats/baseball caps, and visors
backpacks
mugs, wine tumblers, and pint glasses
In some cases, we may fulfill products from the same order in different facilities, which means they’ll be shipped separately.
Q. What if I only received part of my order that was shipping from the same location?
In some cases, we may fulfill products from the same facility but they may be packaged separately which may result in the items arriving on a different day, this depends on the postal service. If you are concerned or have any questions, please email us at: kaylarose@velvetrosestudios.com with your order tracking number.
Q. Where will my order ship from?
Shoes are manufactured in China, while other products are made in the USA. If shoe manufacturing in North America becomes available, we will actively seek partnerships. Rest assured, we will inform you before making any changes to our manufacturing processes.
Q. When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location but can be estimated as follows:
Shoes
USA: 18-23 business days, estimated delivery
Please note that our shoes are made in China and produced on demand, which results in longer shipping times compared to other products.
Tumblers
USA: 5-8 business days, estimated delivery
Fanny Packs/Cross-body Bags/Backpacks
USA: 9-12 business days, estimated delivery
Q. My order should be here now, but I still don't have it. What should I do?
Before getting in touch with me, please help me out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them If the shipping address was correct, and the package wasn't left at the post office or your neighbour’s, get in touch with me at kaylarose@velvetrosestudios.com with your order number.
Returns
Q. What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please contact us at kaylarose@velvetrosestudios.com
Q. Do you offer refunds?
Refunds are only offered to customers who receive the wrong or damaged items. If any of these apply, please contact us at kaylarose@velvetrosestudios.com with photos of wrong/damaged items and include your name and order number and we’ll sort that out for you.
Q. Can I exchange an item for a different size/colour?
At this time, I don't offer exchanges.
Products are made especially for you as soon as you place an order, which is why it takes a bit longer to deliver them to you. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!
Note: Since the products are made on demand, we do not offer returns.
If you’re unsure which size would fit better, check out the sizing charts—we have one for every item listed on our store, in the product description section.
Q. What if I received the wrong order?
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at kaylarose@velvetrosestudios.com within a week of receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!