FAQ
Here you’ll find answers to common questions that may come up as a customer. You can also find more information in our policy pages.
Can’t find what you’re looking for? Feel free to reach out to our support team at support@velviette.com or use the contact form.
PAYMENTS
HOW DO I PAY FOR MY ORDER?
We offer a range of secure and convenient payment options. You can pay with all major credit and debit cards, including Visa, Mastercard, and American Express. We also support Google Pay and Apple Pay for an even faster checkout experience.
All transactions are 100% secure, encrypted, and handled with the same care we put into everything we do — so you can shop with full confidence, every time.
SHIPPING & DELIVERY
HOW MUCH IS SHIPPING?
At Velviette, shipping is always free on all orders.
WHAT IS THE DELIVERY TIME?
Orders are processed within 1–3 business days, and the average delivery time is 5–12 business days (Monday to Friday, excluding holidays).
WHERE IS MY ORDER CONFIRMATION?
Please check your spam or junk folder first. If you still can't find it, contact us at support@velviette.com with your order details, and we’ll resend it. Make sure your email address was entered correctly at checkout.
CAN I TRACK MY ORDER?
Yes! Once your order ships, we’ll email you a tracking number.
WHAT IF I HAVEN’T RECEIVED MY ORDER?
Start by tracking your package using the number we provided.
Still need help? Contact us via the form or email us at support@velviette.com — we’re happy to help.
WHAT IF MY ITEM IS DAMAGED, DEFECTIVE, OR INCORRECT?
Please email us at support@velviette.com with a photo of the issue, your order number, and a short description, and we’ll help you from there.
RETURNS & EXCHANGES
HOW DO I RETURN AN ITEM?
You always have a 30-day satisfaction guarantee with us.
For Refund/Return/Exchange policy, click here
CAN I EXCHANGE AN ITEM?
We do not process exchanges.
If you’d like to switch items, simply place a new order and return the original item according to the return instructions above.
HOW LONG IS YOUR RETURN PERIOD?
You have 30 days from the date of delivery to decide whether to keep your item(s).
OTHER QUESTIONS
WHY HAVEN’T I RECEIVED A REPLY FROM YOU?
Our support team is available Monday–Friday, 9:00 AM – 5:00 PM (ET).
We do our best to respond within 24 hours, but response times may be slightly longer during peak periods.
