Guarantee
Velsa’s 100-Night Craftsmanship Promise
Made properly. Promised plainly.
Every Velsa Living silk product is covered for 100 calendar days from the date of delivery against eligible craftsmanship faults arising during normal use and correct care.
If the silk pills, a seam separates, a zip fails or the colour bleeds, we will replace the affected item once.
This is a craftsmanship guarantee—not a money-back sleep trial. Change-of-mind returns are covered separately by our 30-day return policy.
What the promise covers
The 100-Night Craftsmanship Promise covers:
- Pilling during normal use.
- Seam separation.
- A failed or defective zip.
- Colour bleeding when the product has been washed and cared for correctly.
- Other manufacturing faults that prevent the product from performing as intended.
Coverage begins on the date your order is delivered and continues for 100 calendar days.
What isn’t covered
The promise does not cover:
- Accidental damage, snags or tears.
- Damage caused by pets.
- Damage from bleach, fabric softener or harsh detergents.
- Washing in hot water.
- Tumble drying or exposure to excessive heat.
- Incorrect storage or handling.
- Alterations or repairs performed by someone other than Velsa Living.
- Normal, gradual softening of silk through use and washing.
- Changes in appearance resulting from care that does not follow our instructions.
Silk naturally becomes softer over time. This is part of the material’s character and is not considered a fault.
Correct care
To keep your product eligible for the promise:
- Wash by hand in cold water or use a cold silk/delicate machine cycle.
- Use a gentle, silk-appropriate detergent.
- Place smaller products inside a mesh laundry bag when machine washing.
- Hang or lay flat to dry away from direct heat and sunlight.
- Do not bleach, wring, tumble dry or use fabric softener.
Always follow the care instructions supplied with your product and available on our Silk Care page.
How to make a claim
Email hello@velsaliving.com with:
- Your order number.
- A short description of the problem.
- Clear photographs showing the affected area.
We aim to review claims within two working days.
Photographs are normally enough to assess a claim. In some cases, we may ask you to return the item for inspection. If we request a return, Velsa Living will arrange and cover the return postage.
What happens after approval?
If your claim is approved, we will send one replacement in the same colour and size, subject to availability.
If the original colour or size is unavailable, you may choose:
- Another available colour or size of equivalent value.
- Another agreed replacement.
- A refund of the amount originally paid for the affected item.
Any refund will be returned to the original payment method and cannot exceed the amount originally paid.
The promise provides one replacement per item. A replacement does not begin a new 100-night period or create an ongoing exchange entitlement.
Frequently asked questions
What is Velsa’s 100-Night Craftsmanship Promise?
It is our guarantee on how your Velsa Living silk product was made.
If an eligible craftsmanship fault—such as pilling, seam separation, zip failure or colour bleeding—appears within 100 calendar days of delivery during normal use and correct care, we will replace the affected item once.
Is it a money-back trial?
No. It is a craftsmanship guarantee, not a satisfaction or sleep trial.
The promise allows you to use and care for the product normally while remaining protected against eligible manufacturing faults. It does not allow a used product to be returned simply because you changed your mind.
What if I simply don’t like the product?
Unused products in their original packaging may be returned within 30 days of delivery under our change-of-mind return policy.
Customers are responsible for change-of-mind return postage. Please read our complete Refund Policy before returning an order.
What counts as a craftsmanship fault?
Eligible faults include:
- Pilling during normal use.
- Seam separation.
- A failed zip.
- Colour bleeding after correct washing and care.
- Another manufacturing fault that prevents the product from performing as intended.
We assess each claim using the photographs and information provided.
What isn’t considered a fault?
The promise does not cover accidental damage, misuse, snags, tears, pet damage, bleach, harsh detergents, fabric softener, hot washing, tumble drying or failure to follow the supplied care instructions.
Normal, gradual softening is not a fault. Properly cared-for silk naturally becomes softer with use.
Do I need to follow the care instructions?
Yes. The product must have been used and cared for according to Velsa Living’s instructions.
Wash in cold water by hand or on a silk/delicate cycle, use a gentle silk-appropriate detergent, and hang or lay flat to dry. Do not bleach, wring or tumble dry.
Do I need the original receipt?
Your order number is normally sufficient. If the product was a gift, ask the purchaser for the original order number.
Do I need to return the faulty item?
Usually, clear photographs are enough for us to assess the claim.
If we need the item returned for inspection, Velsa Living will arrange and cover the return postage.
How long does the claims process take?
We aim to review your claim within two working days after receiving the required information and photographs.
Once approved, we will arrange the replacement promptly. Dispatch and delivery times depend on stock availability and the destination.
What if my colour or size is unavailable?
You may choose another available colour or size of equivalent value, another agreed replacement, or a refund of the amount originally paid for the affected item.
Refunds are returned to the original payment method.
Is there a limit?
Yes. The promise provides one approved replacement per item.
The replacement does not restart or extend the original 100-day coverage period.
Does it apply to sets?
Yes. Each Velsa Living silk product included in a set is covered individually for 100 calendar days from the delivery date.
A fault affecting one piece does not automatically qualify the entire set for replacement.
Does it apply to gifts?
Yes. A gift recipient may make a claim using the original order number.
Any approved cash refund must be returned to the original payment method. A gift recipient may instead choose an eligible replacement.
Does it apply to sale items?
Yes. Sale items carry the same craftsmanship coverage.
If a refund is approved because a replacement is unavailable, the refund cannot exceed the amount originally paid for the affected item.
Does it apply to products supplied free of charge?
Products gifted directly by Velsa Living are eligible for replacement coverage when an eligible craftsmanship fault occurs. Because no purchase price was paid, they are not eligible for a cash refund.
How do I begin?
Email hello@velsaliving.com with your order number, a description of the issue and clear photographs.
We’ll keep the process straightforward.
Separate from our 30-day return policy
The 100-Night Craftsmanship Promise protects customers when a product develops an eligible fault.
The 30-day return policy applies when a customer changes their mind. Change-of-mind products must remain unused and in their original packaging.
These are two separate policies with different eligibility requirements.
Your consumer rights
The 100-Night Craftsmanship Promise is provided in addition to any rights and remedies available under applicable consumer law. Nothing in this promise excludes, restricts or replaces rights that cannot legally be excluded.
Need help?
Contact hello@velsaliving.com with your order number and photographs of the issue. We aim to respond within two working days.