FAQ (Frequently Asked Questions)
Frequently Asked Questions (FAQs)
About Your Order
1. How do I know my order has been placed successfully? Once your order is complete, you will receive a confirmation email from us. If you do not receive an email within an hour, please check your spam folder. If it is still not there, please contact us at contact@velvoro.store.
2. Can I amend or cancel my order after it has been placed? As we process orders quickly to ensure timely dispatch, we are unable to amend or cancel an order once it has been confirmed. Please review your order carefully before completing your purchase. If you have made an error, you may return the order in accordance with our Returns Policy.
3. What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal and Apple Pay. All transactions are securely processed.
Delivery
4. How long will my delivery take? Our total estimated delivery time is 8–18 working days. This includes 1–3 days for processing and 7–15 days for international shipping. For a full breakdown, please see our [Link para a sua Delivery Policy].
5. Will I have to pay customs or import fees? No. For all UK orders, any applicable import duties and taxes are covered by Velvoro. The price you see at checkout is the final price you pay, with no surprise fees.
6. How can I track my order? You will receive a shipping confirmation email with a tracking number as soon as your order has been dispatched. You can use this to follow your parcel's journey.
Returns & Exchanges
7. What is your returns policy? We offer a 28-day return period for a full refund or exchange, provided the item is unworn, unwashed, and in its original condition with all tags attached.
8. Do I have to send my return to an international address? No. We have a dedicated returns centre in the United Kingdom to ensure your return is simple and affordable. You will never be asked to send an item back to China or any other international address.
9. Who pays for return shipping? The cost of return shipping is the customer's responsibility, unless the item you received is faulty. We recommend using a tracked service.
10. How long does it take to process a refund? Once we receive and approve your returned item at our UK centre, your refund will be processed and credited to your original payment method within 14 days.
Products & Sizing
11. How do I know which size to choose? Each product page features a detailed Size Guide with specific measurements. We recommend comparing these measurements to a similar garment you already own to ensure the best fit.
12. How should I care for my Velvoro garments? To ensure the longevity of your pieces, please refer to the specific care label on each garment. For general guidance on our premium fabrics, please visit our [Link para a sua página de Product Care].