Frequently Asked Questions

Have a question about your order? Chances are it's answered right here. Take a look below, and if you're still stuck, our support team is just an email away.

Customer Support

How quickly will I hear back?

We work through messages in the order they come in and aim to reply within 24 hours.

How do I get in touch?

Shipping & Delivery

Where do you ship?

Right now, we only ship within the United States.

Who delivers my package?

We work with USPS and FedEx for fast, reliable shipping.

How long does processing take?

Orders typically take 1–3 business days to process. Our cutoff is 5:00 PM CST — anything placed after that starts processing the next business day.

How long does shipping take?

Once processed, expect 5–7 business days in transit, depending on where you're located.

So what's the total wait time?

Add processing + shipping together, and you're looking at 6–10 business days from order placement to delivery. You'll get the specifics in your confirmation email.

Can I change my delivery address after ordering?

Maybe — but you'll need to move fast. Our fulfillment team starts processing within 1–3 business days, so email us right away at hello@shopvelvia.com with your name and order number. Once your order's been processed or shipped, we can't guarantee a change.

What if an item I ordered is out of stock?

We'll let you know by email. If it's not back in stock within two weeks, you'll be refunded automatically — no action needed on your end.

How do I track my order?

Head to the Track My Order page and pop in your tracking number. Stuck? We're happy to help.

My tracking number isn't working — what now?

Give it 24–48 hours to activate. Still nothing? Reach out and we'll sort it out.

Returns & Refunds

My item arrived damaged — what do I do?

Sorry to hear that! Just contact us with your name and order number, and we'll take it from there under our 30-day return policy.

Can I return my order?

  1. Reach out first — email us at hello@shopvelvia.com with your name, order number, and the reason you're returning the item.
  2. Complete the paperwork — we'll send a return form for you to fill out and include inside your package.
  3. Ship it back to:

    18 Noel Street
    Nottingham
    England
    NG7 6AW

  4. Use tracked shipping — this is required, not optional.
  5. Send us the tracking number once your package is on its way.

Pack items securely, ideally using the original packaging. Note: packages arriving without a completed form or without traceable shipping information will be turned away.

What condition does the item need to be in?

For us to accept a return, your item needs to be:

  • In its original or near-original condition
  • Free from heavy wear, damage, or missing pieces (unless the problem originated on our end)

Who pays for return shipping?

Return shipping costs are shouldered by the customer — unless the item arrived defective or damaged, in which case we'll email you a free return label and cover the cost.

Is there a restocking fee?

Nope, none at all.

When will I get refunded?

Once we've received and inspected your return, we'll email you to confirm it's approved. From there, your refund hits your original payment method within 10 business days.

Get in Touch With Us

Email: hello@shopvelvia.com

Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM MST

Typical response time is within 24 hours.

Our Address

Shop Velvia
ECOM ARENA LTD
18 Noel Street
Nottingham
England
NG7 6AW

Company registration number: 16013919