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Frequently Asked Questions
🛍️ Orders
1. How do I place an order?
Simply browse our collections, select your desired items, choose your size, and click "Add to Cart." When you're ready, proceed to checkout and follow the steps to complete your purchase.
2. Can I modify or cancel my order after placing it?
We process orders quickly! If you need to make changes or cancel your order, please contact us at [YOUR EMAIL] within 24 hours of purchase. Once the order has been dispatched, we are unable to make changes.
3. How will I know my order was confirmed?
You will receive an order confirmation email shortly after placing your order. If you don't see it, please check your spam folder.
4. Can I track my order?
Yes! Once your order is shipped, you will receive a tracking number via email. Use it to monitor your delivery on the carrier's website or through our tracking page.
đź’ł Payments
5. What payment methods do you accept?
We accept PayPal and all major credit and debit cards (Visa, Mastercard, American Express).
6. Is my payment information secure?
Absolutely. Our website uses SSL encryption and all payments are processed through secure, PCI-compliant gateways. We never store your card details.
7. Will I be charged in my local currency?
All transactions are processed in [YOUR CURRENCY]. Your bank or PayPal may apply a currency conversion rate if applicable.
đźšš Shipping
8. Where do you ship to?
We ship internationally to customers worldwide.
9. How long does delivery take?
Delivery times vary by destination:
United States & Canada: 7–15 business days
Europe: 8–18 business days
Asia & Oceania: 10–20 business days
Rest of the World: 12–25 business days
These are estimates and may vary due to customs or carrier delays.
10. How much does shipping cost?
Shipping costs are calculated at checkout based on your location and chosen shipping method.
11. My order is delayed — what should I do?
If your order hasn't arrived within the estimated timeframe, please contact us at [YOUR EMAIL] and we will investigate with the carrier on your behalf.
🔄 Returns & Refunds
12. What is your return policy?
We accept returns within 14 days of delivery, provided items are unworn, unwashed, and have all original tags attached. Please refer to our [Return & Refund Policy] for full details.
13. How do I start a return?
Contact us at [YOUR EMAIL] with your order number, the item(s) you wish to return, and the reason. Our team will guide you through the process within 2 business days.
14. When will I receive my refund?
Once we receive and inspect your return, refunds are processed within 5–10 business days to your original payment method.
15. Can I exchange an item?
Yes! We offer exchanges for a different size or color of the same item, subject to availability. Contact us at [YOUR EMAIL] to get started.
đź‘— Products & Sizing
16. How do I find the right size?
Each product page includes a size guide to help you find the perfect fit. If you're between sizes, we recommend sizing up for a more comfortable wear.
17. Are the colors shown on the website accurate?
We do our best to represent colors as accurately as possible. However, slight variations may occur depending on your screen settings and lighting.
18. Will sold-out items be restocked?
We restock popular items regularly! You can sign up for restock notifications on the product page or follow us on social media for updates.
đź“© Customer Support
19. How can I contact Velvet & Co.?
You can reach our support team by email at [YOUR EMAIL]. We are available Monday to Friday, 9:00 AM – 6:00 PM (GMT-3) and aim to respond within 24–48 business hours.
20. I have a question that isn't listed here — what do I do?
No worries! Send us an email at [YOUR EMAIL] and our team will be happy to assist you.
We're always here to make your Velvet & Co. experience as smooth and stylish as possible. đź–¤