FAQs

What is Velourse?

Velourse is an online store offering carefully selected products with a focus on quality, customer satisfaction, and a smooth shopping experience.

How can I contact Velourse?

You can contact us by email or phone:

Email: Contact@Velourse.shop
Phone: +1 (203)-503-6903

Our customer support team will do our best to respond as quickly as possible.

Where is Velourse located?

Velourse
122 Penn St
Brooklyn, New York 11211
United States

How long does order processing take?

Orders are typically processed within 1–3 business days after payment has been confirmed.

Orders are processed Monday through Friday, excluding weekends and public holidays.

How long does delivery take?

After your order has been processed and shipped, delivery usually takes 5–10 business days.

Delivery times are estimates and may vary depending on the shipping carrier, holidays, weather conditions, high order volume, or incorrect shipping information.

Do you provide tracking information?

Yes. Once your order has shipped, you will receive a shipping confirmation email with tracking information, when available.

Tracking updates may take 24–48 hours to appear after the carrier receives the package.

What should I do if I entered the wrong shipping address?

Please contact us as soon as possible at Contact@Velourse.shop.

If your order has not yet been processed or shipped, we will do our best to update the address. Velourse is not responsible for delivery issues caused by incorrect or incomplete shipping information provided at checkout.

Can I cancel my order?

You may request an order cancellation by contacting us immediately at Contact@Velourse.shop.

If your order has not yet been processed or shipped, we will do our best to cancel it. If the order has already shipped, you may request a return after receiving it according to our Return & Refund Policy.

What is your return policy?

Velourse accepts eligible returns within 30 days of delivery.

Returned items must be unused, unworn, unwashed, and in their original condition with all original tags, packaging, and accessories included.

Do you offer free return shipping?

Yes. Velourse offers free return shipping for eligible returns.

Once your return request is approved, we will provide return instructions and a prepaid return shipping label.

Do you charge a restocking fee?

No. Velourse does not charge any restocking fees for returned items.

Are any items final sale?

No. Velourse does not offer final sale items. All products are eligible for return as long as they meet our return conditions and are returned within 30 days of delivery.

How do I start a return?

To start a return, contact us at Contact@Velourse.shop.

Please include your order number, full name, email address used at checkout, and the reason for your return request.

When will I receive my refund?

After we receive and inspect your returned item, we will notify you by email.

If your return is approved, your refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

What should I do if my item arrives damaged, defective, or incorrect?

Please contact us as soon as possible at Contact@Velourse.shop.

Include your order number and clear photos of the item and packaging so we can review the issue and provide a solution.

What payment methods do you accept?

Available payment methods are shown at checkout. Payment must be completed before your order is processed.

Is my payment information secure?

Yes. Payments are processed securely through trusted third-party payment providers. Velourse does not store your full credit card information on our servers.

Do you ship internationally?

Velourse currently ships within the United States. Available shipping destinations will be shown at checkout.

How can I track my order?

You can track your order using the tracking link sent to your email after your order has shipped.

For help with tracking, contact us at Contact@Velourse.shop and include your order number.

What should I do if my package says delivered but I did not receive it?

Please check with household members, neighbors, your building office, front desk, or local carrier.

If you still need help, contact us at Contact@Velourse.shop and we will do our best to assist you.

How can I get help with my order?

For order support, contact us at:

Velourse
Email: Contact@Velourse.shop
Phone: +1 (203)-503-6903
Address: 122 Penn St, Brooklyn, New York 11211, United States