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 — FAQ
Do you accept returns? Yes. We offer a 30-day guarantee on every order. If your item arrives damaged, faulty, or not as described, we'll make it right with a free replacement or full refund.
My item arrived damaged or faulty. What do I do? Email us at support.velour@gmail.com within 48 hours of delivery with your order number and a clear photo or video of the issue. Once approved, we'll arrange a free replacement or full refund — and in most cases, you won't even need to send the item back.
How long do I have to report a problem? You have 30 days from the date your order is delivered to report any issue.
How long do refunds take? Once your claim is approved, refunds are processed within 5–7 business days to your original payment method. Depending on your bank or card provider, it may take a few extra days to appear in your account.
Is there a restocking fee? No. We never charge a restocking fee.
Will I get a refund or a replacement? For damaged or faulty items, you can choose a full refund or a free replacement — whichever you prefer.
What if my order hasn't arrived yet? Delivery times vary by location. If your order is taking longer than expected, email us at support.velour@gmail.com with your order number and we'll track it down for you.
How do I contact you? Just email support.velour@gmail.com— we aim to reply within 24–48 hours and we're always happy to help.
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.