FAQ
What is the return window?
You have 30 days from the date you receive your order to ship a return back to us. Returns shipped after this period will not be eligible for a refund or exchange.
Am I eligible for a refund or exchange?
Yes — provided the item is unused, in its original condition, and you include your receipt, order confirmation, or proof of purchase. Also, you must contact support first to initiate the return.
How do I start a return?
Send us an email at support@velvan.com with your order number (starting with #2022…), and your reason for return. Once approved, we will email you the correct return address and instructions. Items returned without first requesting a return will not be accepted.
What happens if my item arrives damaged or incorrect?
If your order arrives damaged or there's an issue, email us immediately with your order number and clear photos of the item and the packaging. Once reviewed, we’ll offer either an exchange, return, or refund depending on the situation.
How do exchanges work?
For exchanges, you’ll ship the original item back to the address provided after approval. Once we receive and inspect the return, we’ll issue a refund for the original item and its shipping charge (if applicable). Then you may place a new order on our website. Shipping Protection remains non-refundable.
Do I have to pay for return shipping?
Yes, generally you are responsible for shipping the item back. We require a shipping confirmation or tracking number to verify it was sent within the 30-day window.
What about shipping charges and “Shipping Protection”?
Shipping Protection is non-refundable in all cases. Shipping charges may only be refunded if Shipping Protection was purchased with your order.
When will I receive my order confirmation email?
Immediately after placing your order, an automated order confirmation email is sent to the address you provided at checkout. If you don’t see it, please check your spam or promotions folder.
When do I receive my shipping confirmation email?
As soon as your order is fulfilled and handed off to the carrier, you’ll automatically receive a shipping confirmation email with your tracking number.
How long does it take for tracking to update?
Tracking typically updates within 24–72 hours, depending on carrier handoff and international logistics. It may show “Label Created” or “Pending” during early transit stages — this is normal.
My tracking hasn’t updated in a few days — is this normal?
Yes. Tracking can temporarily pause during customs inspection, carrier transfers, or high-volume periods. It will resume once the package reaches the next scan point.
Can I cancel my order?
Orders may be canceled within 24 hours, ONLY if they have not been fulfilled yet. Once an order is fulfilled or shipped, it can no longer be canceled.
Are there fees for canceling an order?
Orders canceled before fulfillment may incur a processing and restocking fee, which covers payment processing costs and warehouse handling. This fee is automatically deducted from your refund.
My package says “Delivered,” but I can’t find it. What should I do?
Please check with neighbors, household members, mailrooms, and common drop-off points. Carriers may leave packages in safe locations. If it’s still missing, contact the carrier directly for assistance. We’re happy to help guide you through the process.
How can I find the right size for my order?
Email us at support@velvan.com with the product name (or a link to the item), and we’ll send you the exact size chart and measurement guide for that specific product.
Have any other questions? Visit these resources below.
Email: support@velvan.com
Contact Form: Click here