FAQ

Orders & Delivery

How long does delivery take? Delivery takes between 1–10 business days depending on your location and the product. You can see the estimated delivery time for your specific order at checkout before you complete your purchase.

Is delivery free? Yes — we offer free delivery on all orders, with no minimum spend.

How do I track my order? Once your order has been dispatched, you will receive a confirmation email with your tracking number. Please allow 24–48 hours for tracking information to update after dispatch.

Can I change my delivery address after ordering? Please contact us as soon as possible at support.velour@gmail.comif you need to change your address. We will do our best to help, but we cannot guarantee changes once an order has been dispatched.

Do you ship internationally? Yes, we ship worldwide. Please note that international orders may be subject to customs fees or import duties, which are the responsibility of the customer.

Products

Are your products safe to use? Yes. All Velour products are cosmetic skincare tools designed for general personal use. They are not medical devices. Please read the usage instructions included with your product before use. If you have a skin condition, are pregnant, or have any medical concerns, we recommend consulting a healthcare professional before use.

Can I use the products every day? Most of our tools are designed for daily or near-daily use. Always follow the specific instructions included with your product and listen to your skin.

Are your products cruelty-free? Yes. Velour does not test on animals and is committed to cruelty-free beauty.

Returns & Refunds

What is your return policy? We accept returns within 30 days of delivery. Items must be unused, unopened, and in their original packaging. For hygiene reasons, opened or used beauty tools cannot be returned.

My item arrived damaged — what do I do? We're so sorry to hear that. Please contact us at support.velour@gmail.comwithin 48 hours of delivery with your order number and a photo of the damage. We will arrange a full refund or free replacement right away.

How long does a refund take? Once your return is received and approved, refunds are processed to your original payment method within 5–10 business days.

I received the wrong item — what do I do? Please contact us at support.velour@gmail.com with your order number and we will resolve it for you at no cost.

Payments & Security

What payment methods do you accept? We accept all major credit and debit cards, as well as any payment methods available at checkout including PayPal and Buy Now Pay Later options where applicable.

Is it safe to pay on your website? Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect your payment information. We never store your card details.