FAQ

1. What is VELVIYO?

VELVIYO is an online shopping store offering a variety of products sourced through trusted suppliers and fulfillment partners.

2. Where does VELVIYO ship?

We may ship products to customers in various locations depending on product availability and shipping arrangements.

Available shipping destinations may vary by product.

3. How long does delivery take?

Orders are generally processed within 1–5 business days.

Typical delivery may take approximately 7–20 business days, depending on the destination, shipping method, customs processing, and fulfillment partner.

Please note that delivery estimates are not guaranteed.

4. Will I receive tracking information?

Yes. When tracking information is available, it will generally be provided through the email associated with your order.

Please allow some time for tracking information to become active after shipment.

5. Can I change or cancel my order?

If you need to change or cancel an order, contact us as soon as possible at hello.velviyo@gmail.com.

Once an order has entered processing or shipping, cancellation or changes may no longer be possible.

6. What if I receive a damaged product?

If your product arrives damaged, please contact us as soon as possible.

Send your order number along with clear photos or videos showing the damage. We will review the issue and determine the appropriate solution.

7. What if I receive the wrong product?

If you receive an incorrect product, contact us at hello.velviyo@gmail.com with your order number and relevant photos.

We will review the order and assist you with the next steps.

8. Can I return a product?

Some products may be eligible for a return depending on the circumstances.

Please review our Return & Refund Policy before sending any product back. Do not return an item without first contacting us and receiving instructions.

9. How do refunds work?

If your refund request is approved, the refund will generally be issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

10. Do you charge customs or import fees?

For international orders, customs duties, taxes, or other import-related charges may apply depending on the destination country and local regulations.

Where applicable, these charges may be the customer's responsibility.

11. Why did my order arrive in multiple packages?

Some orders may be fulfilled from different locations or suppliers.

As a result, products from the same order may occasionally arrive in separate packages and at different times.

12. What payment methods do you accept?

Available payment methods are displayed during checkout.

Payment options may vary depending on your location and the payment providers available for your order.

13. Is my payment information secure?

Payments are processed through applicable payment providers and secure ecommerce payment systems.

VELVIYO does not intentionally store your complete payment card details on its own servers.

14. What should I do if my tracking information has not updated?

Tracking information may take some time to update after an order has been shipped.

If there has been no update for an extended period, please contact us at hello.velviyo@gmail.com with your order details.

15. How can I contact VELVIYO?

For questions about orders, products, shipping, returns, or anything else related to our store, you can contact us by email:

hello.velviyo@gmail.com

We will do our best to respond as soon as reasonably possible.