FAQs

How can I contact Velveto? 
You can email us at info@velveto.store where our customer service team will be happy to help you with whatever you need! 

Do you ship worldwide? 
Yes, we offer worldwide shipping.

Can I change or cancel my order? 
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received. 

What payment methods do you accept? 
We accept all major credit cards (VISA, Mastercard, AMEX). 

When will my order be processed? 
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order? 
The time it takes to receive your order depends on your country of residence and the shipping you choose at checkout. Due to our current high demand, some orders may take over 2 weeks to arrive.

What if I don't receive my order? 
You are eligible for a full refund if your order isn't delivered within 30 days after shipping.

Where do you ship from? 
Depending on inventory, we currently ship from China. We are also working on distributing some of our stock to a warehouse in the USA.

Will I be charged with customs and taxes? 
For customers in the EU, we have implemented the IOSS system, which means that we handle and pay the VAT for all orders shipped to EU countries. This should ensure a smoother customs clearance process, and there should be no additional import taxes or duties for EU customers. For customers in the United States, Canada, and Australia, there should be no import taxes or duties on your orders. We ship to these countries regularly, and our experience indicates that customs clearance is generally smooth, without additional charges for import taxes. For other countries, import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item? 
Please contact us at info@velveto.store

What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing, and/or defective products. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund? 
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.