Frequently Asked Questions

1. How long does delivery take?
Once your order is dispatched, delivery typically takes 3–5 business days across the United Kingdom. Please allow slightly longer during busy periods or for remote areas.

2. Do you offer free shipping?
Yes, we offer 100% free standard shipping on all UK orders with no minimum spend.

3. How can I track my order?
After your order has been shipped, you will receive a confirmation email with a tracking link to monitor your delivery in real time.

4. Can I return my order?
Yes, we offer a 14-day return policy. Items must be unused, unworn, and in their original condition with tags attached.

5. Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

6. What if I receive a damaged or wrong item?
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos. We will resolve the issue as quickly as possible.

7. Can I change or cancel my order?
If your order has not yet been processed, we may be able to make changes or cancel it. Please contact us as soon as possible after placing your order.

8. Do you offer exchanges?
We currently do not offer direct exchanges. You can return your item and place a new order for the desired product.

9. What payment methods do you accept?
We accept all major debit and credit cards, as well as secure online payment methods available at checkout.

10. How can I contact you?
You can reach our support team anytime at support@velviro.shop . We aim to respond within 24 hours.

11. Where are you based?
Velviro is a London-based fashion brand, serving customers across the United Kingdom.

12. Are your products true to size?
Our products are designed to fit true to size. We recommend checking our size guide on each product page for the best fit.