FAQ
Frequently Asked Questions (FAQ)
Welcome to the Velouroy FAQ Center. Here you can find helpful information about payments, shipping, order updates, delivery issues, and customer support.
If your question is not answered below, please contact us at support@velouroy.com. For questions about an existing purchase, include your Order Number and Order Email so our team can locate your order more efficiently.
Ordering & Payments
Q: Where do I enter a discount code?
A: Promotional codes can be applied during checkout before payment is completed.
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Choose the product you would like to purchase and select “Add to Cart.”
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Continue from your cart to the checkout page.
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Locate the discount or promotional code field.
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On mobile: Open “Show order summary” to display the discount field.
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On desktop: The promotional code box is normally shown beside your order summary.
Enter your code, apply it, and then continue with your preferred payment option.
Q: Which payment options are available?
A: Velouroy accepts several secure payment methods, including:
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PayPal
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Visa
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MasterCard
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American Express
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Diners Club
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Most major debit and credit cards
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Apple Pay
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Google Pay
The exact options available may vary by location and will be displayed during checkout.
Q: What is the standard shipping charge?
A: Our regular worldwide shipping fee is $5.99 USD.
Shipping charges may occasionally vary because of destination-specific conditions or promotional offers. The exact amount will be shown at checkout before you submit payment.
Shipping & Delivery
Q: Does Velouroy ship internationally?
A: Yes. We provide worldwide delivery.
We work with fulfillment facilities and logistics partners in different regions. Depending on inventory availability and destination, your order may be sent through the location best suited to fulfill it efficiently.
Q: How long should delivery take?
A: Once your order has been processed and dispatched, estimated delivery generally takes 10–20 business days.
Actual delivery times may vary depending on the destination, carrier activity, customs clearance, and other logistics conditions.
Q: How do I track my shipment?
A: After your order leaves our fulfillment facility, you will receive a shipping confirmation email containing your tracking number.
You can monitor your shipment using the carrier's tracking service or a universal tracking platform such as 17track.net.
Q: Why hasn't my tracking status changed?
A: Tracking information may take approximately 24–48 hours after shipment to begin updating.
It is also normal for tracking activity to pause while a package is moving between carrier facilities or international logistics hubs.
A temporary gap in tracking does not necessarily mean the shipment has stopped moving.
Q: Why did only part of my order arrive?
A: Orders containing several products may occasionally be split into multiple packages.
This can happen when items are stored at different fulfillment locations or when sending available products separately allows faster delivery.
Each parcel may have its own tracking number, and the relevant shipment information will be sent to you by email.
Order Changes & Cancellations
Q: Can I update my shipping address, recipient name, or phone number?
A: Requests involving delivery details should be submitted as quickly as possible.
Please email support@velouroy.com and provide:
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Your Order Number
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Your Order Email
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The complete corrected shipping information
If the order has not yet been processed for shipment, we will make reasonable efforts to apply the requested update.
Once your parcel has already been dispatched, we can no longer guarantee changes to the delivery information.
Q: Can I change the size, color, quantity, or product in my order?
A: Product modifications are also highly time-sensitive.
Please contact support@velouroy.com as soon as possible and include:
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Your Order Number
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Your Order Email
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The exact change you would like to request
Changes can only be accommodated if the order has not yet entered the fulfillment stage.
Q: Can I cancel an order after purchasing?
A: Cancellation may be possible if the order has not yet been dispatched.
Please contact us immediately if you would like to request cancellation.
A handling fee may apply where applicable.
Once an order has already been shipped, cancellation is no longer available.
Problems After Delivery
Q: My product arrived damaged. What should I do?
A: Please contact support@velouroy.com and provide the information necessary for us to review the issue.
Include:
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Your Order Number
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Clear photos or video showing the damaged item
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A photograph of the shipping label attached to the package
Our support team will review the information and assist you with the appropriate next step.
Q: What should I do if my product appears defective?
A: If you believe the product has a manufacturing defect or quality-related issue, please email support@velouroy.com.
Please provide:
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Your Order Number
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Your Order Email
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A detailed explanation of the problem
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Clear photographs or video showing the defect
This information allows us to assess your request accurately and determine the available resolution.
Q: What if I received the wrong item or something is missing?
A: Please contact support@velouroy.com so we can review the fulfillment issue.
Include:
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Your Order Number
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Your Order Email
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A photograph of the incorrect product, where applicable
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A description or list of any missing item
Our support team will compare the information with your order record and assist you accordingly.
Account & Communication
Q: I never received my order confirmation. What should I do?
A: First, check your spam, junk, or promotions folder, as automated order emails may occasionally be filtered there.
If you still cannot locate the message, contact support@velouroy.com and provide the name and email address you believe were used during checkout.
We will attempt to locate your purchase and resend the confirmation.
Q: I still haven't received a tracking number. What should I do?
A: Tracking details are generally sent within 1–2 business days after your order has been processed.
If that period has already passed:
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Check your spam or junk email folder.
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If no tracking message is available, contact our support team for an update.
Please provide your Order Number and Order Email when contacting us.
Need More Help?
If you need assistance with an order, shipment, payment, or product-related question, contact the Velouroy Customer Support Team:
Email: support@velouroy.com
Phone / SMS: +1 (628) 244-8590
For faster service, please include your Order Number and Order Email whenever your inquiry relates to an existing purchase.
Velouroy
Customer Support Team