FAQ

Contact

  • Velourfashion
  • Email : info@velourfashion.com
  • Phone : +31 6 33017285
  • Address : 249 High Street North, Poole, BH15 1DX, United Kingdom
  • Opening hours : Monday to Friday, 9 AM to 5 PM (GMT+01:00, Central European Time – Paris).

Find here the answers to the most frequently asked questions regarding your orders at Velourfashion.

1. Where do you deliver?

We currently ship from the United Kingdom to France.

2. Are shipping fees charged?

No. Shipping is free for orders shipped to France.

3. What are the delivery times?

All our orders are shipped from the United Kingdom to France.

  • Preparation time: 1 to 3 business days
  • Transit time: 3 to 7 business days
  • Estimated total: 4 to 10 business days

For more details, please see our Shipping Policy.

4. How can I track my order?

All our orders are shipped with a tracking number. Once shipped, you will receive an email containing the tracking number and a direct link to the carrier. You can also track your package from the Track your order page on our site.

5. Can I return an item?

Yes. You have a period of 30 days from the date of receipt to request a return, provided that the item is unworn, unwashed, and in its original condition.

6. Who pays for return shipping?

Return shipping costs are the responsibility of the customer, unless there was an error on our part (defective or incorrect item).

7. How long does a refund take?

Refunds are processed on average within a maximum of 7 days after receipt and validation of the return.

Processing times on your bank statement may vary depending on your financial institution.

8. What should I do if I receive a damaged or incorrect item?

Please contact us within 48 hours of receipt, including:

  • Your order number
  • A description of the problem
  • Clear photos of the product

We will offer you an appropriate solution (exchange or refund).

9. Do you offer exchanges?

Yes, we offer exchanges subject to stock availability. Please contact us before any return to arrange the exchange.

10. What payment methods do you accept?

We accept: American Express, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, Shop Pay, Union Pay, and Visa. All payments are protected by SSL encryption and processed by PCI-DSS certified partners.

Your bank statement may show a description such as "velourfashion" or a similar reference.