Frequently Asked Questions (FAQ)

Welcome to the VELVETNOVA FAQ page! Here, you'll find answers to common questions regarding shipping, returns, refunds, and exchanges. If you need further assistance, feel free to contact us!

1. What is the shipping timeframe for my order?

Orders are processed and shipped within 0-1 business day (Monday to Friday).
The order cutoff time is 6:00 PM EST. Orders placed after this time will be processed on the next business day.
Estimated transit time is 4–7 business days (Monday to Friday), depending on your location.

2. What countries do you ship to?

We currently ship to the following countries:

United States (USA)
Canada
India
Australia
New Zealand
United Kingdom (UK)

If your country is not listed, please contact us at contact@velvetnova.store, and we will provide an estimated shipping cost and delivery timeframe.

3. How much is shipping?

We offer free standard shipping on all eligible orders. No additional shipping fees apply unless specified at checkout.

4. Can I track my order?

Yes! Once your order is shipped, you will receive a tracking number via email. You can track your shipment and stay updated on its delivery status.

5. What should I do if my order is damaged or incorrect?

If you receive a damaged or incorrect item (wrong size), we will replace it at no extra cost. Please follow these steps:

Contact our support team within 15 days of delivery.
Provide clear photos of the issue.
Once verified, we’ll send you a replacement free of charge.

6. How do I request a return or refund?

To initiate a return or refund:

Contact us via email, WhatsApp, or live chat.
We will verify your request and provide return instructions.
After receiving the returned item, we’ll process your refund within 1-2 days.
Refunds will be credited to the original payment method within 7 working days.

7. Can I exchange the size of my t-shirt?

Yes! If you received the wrong size, we’ll gladly exchange it for the correct one at no additional cost. Here’s how:

Contact our support team within 15 days of receiving your order.
Provide photos of the product and the size tag.
We will process the exchange and send you the correct size.

8. Can I return an item if I change my mind?

We do not accept returns for unwanted items or if you change your mind about the product. Please make sure to choose carefully before completing your purchase.

9. Who pays for return shipping?

Return shipping is free for all eligible returns.

10. How long does it take to process a return and refund?

Once we receive your returned item, we will initiate the refund within 1-2 days. Refunds will be credited to your original payment method within 7 working days after approval.