FAQs

How long does it take to receive my package?
We strive to deliver all our orders within 7-14 business days from the date you placed your order.

Will I be charged any shipping costs, customs fees, or additional charges?
No, the price you see is the price you pay—there will be no additional charges.

When will you ship my order?
If you order an item in stock, we will ship it within 1-3 business days.

Do you provide tracking information?
You will receive your tracking information within 1-3 business days. If you don’t receive the email, you can also contact us at: info@shopvelvet.co

Can I cancel my order?
You can change or cancel your order within 12 hours. Please contact us at info@shopvelvet.co

Can I change my delivery address?
You can change your delivery address before the item has been shipped by contacting us, but once it’s on its way, the address cannot be changed.

Can I remove an item from my order?
Yes, you can remove an item from your order and receive a refund easily before the items are shipped. To do this, contact us via email at: info@shopvelvet.co

Once the items have been shipped, you will need to wait for them to arrive and then return them to our return address to request a refund.

Where can I track my order?
You can track your order by clicking "Order Status" in our menu or by sending a request via email. Provide your order number from when you completed the purchase (check your order confirmation) and the email address used for the order. We use multiple tracking systems to monitor orders and can provide additional information. Please allow for the full delivery time (see the first section) for your order to be delivered.

Note: All packages you ordered may not be delivered at the same time.

My item was damaged; can I get a replacement?
If your item was damaged, which is rare, and you cannot repair it yourself, you must contact us at info@shopvelvet.co and send a clear picture showing the damaged item.

We will then provide instructions on whether to return the item or if you will receive a partial refund.

Lost or stolen packages
If the package is marked as delivered to your address but is missing, you must report the loss to us within 2 weeks from when you placed your order (domestic deliveries) or 4 weeks from when you placed your order (international deliveries).

Once you report the missing package, we will initiate an investigation with our carrier about the lost package and try to recover it.

If the carrier declares the package a total loss, we will resend your order at no cost if the items are in stock.

Note: We are not responsible for packages delivered to an incorrect address due to an incorrect or incomplete delivery address provided by the customer. In this case, they will never reach the destination as the carrier cannot identify the address.