Frequently Asked Questions
How can I contact Velluto?
You can write to us at support@velluto.com . You can also use our dedicated form in the Contact section for faster processing. Our team will be happy to help you with any request!
What payment methods do you accept?
We accept all major bank cards ( VISA, Mastercard, AMEX ) as well as payments via PayPal .
When will my order be processed?
All orders are prepared and shipped as quickly as possible. Please allow for potential additional delays during holiday or sales periods.
We process orders Monday through Friday , within 1 to 3 business days of the purchase date. Shipping occurs the day after processing. We do not ship on weekends.
Can I change or cancel my order?
As we process orders as quickly as possible, any change or cancellation requests must be made within 12 hours of placing your order. No requests will be accepted after this time. Once your order is received, you may return it for a full refund. Please see our terms and conditions for more information.
How long does it take to receive my order?
If you are ordering from France , Switzerland or Belgium , your order will arrive on average between 2 and 5 working days . If you are ordering from anywhere else, this time may increase depending on the delivery service operating in your country. Please refer to the carrier selected when placing your order for more information.
What if I don't receive my order?
In case of exceptional problem or if you do not receive your order within 30 days of shipment , you are entitled to a full refund in accordance with our delivery policy visible on our site.
Will I have to pay customs fees or taxes?
The prices displayed on our website include all taxes , in euros . Customs duties or import taxes may be required upon arrival in your country, depending on local regulations. These charges are your responsibility. We are not responsible for delays caused by customs services. For more information, please contact your local customs office.
Do you ship internationally?
You can check the list of supported countries when placing your order.
Where do you ship your products from?
Each item we offer in our store is shipped from a different warehouse or facility, depending on availability, shipping logistics, promotions, or seasonal events. We may ship from any country. Please contact us for additional information on a product.
How to return an item?
Please contact us at support@velluto.com . You can also use our dedicated form in the Contact section for faster processing. We will provide you with the product return form as soon as possible.
What if the items received are defective, incorrect or damaged?
Contact us if you received an incorrect, missing, or defective item. Please include your order number , photos of the items , and any relevant references. We will do our best to resolve your issue quickly.
When will I receive my refund?
All refunds will be issued via the original payment method . If you paid by card, the refund will be issued within 7-10 business days after receipt of the returned item or cancellation request. Please contact your bank to find out when the amount will be credited to your account.
If you haven't received your refund yet, please contact your bank or card issuer. If the issue is still not resolved, please contact us with any relevant information so we can help you as quickly as possible.