How can I contact Velvivo?
You can email us at velvivo.support@gmail.com — our customer service team will be happy to help you with whatever you need. We respond within 24 hours.
Do you ship worldwide?
Yes! We ship worldwide. Estimated delivery times are 4–9 business days for Europe and 4–12 business days for the rest of the world.
Where do you ship from?
We ship from our warehouse. Orders are processed within 1–2 business days (Monday to Friday). A tracking number will be sent to your email once your order has been dispatched.
Can I change or cancel my order?
As we aim to process orders as fast as possible, please contact us at velvivo.support@gmail.com as soon as possible if you need to make changes or cancel. Once the order has been dispatched, we are unable to make modifications.
What payment methods do you accept?
We accept all major credit and debit cards (VISA, Mastercard, AMEX) as well as other secure payment methods available at checkout.
When will my order be processed?
All orders are processed within 1–2 business days from the order date. Please note that we may also process orders on weekends or public holidays if premium shipping is selected.
How long will it take to receive my order?
Estimated delivery times are 4–9 business days for Europe and 4–12 business days for the rest of the world, from the date of dispatch. Delivery times may vary during holidays or for remote locations.
What if I don't receive my order?
If you haven't received your order within the estimated delivery window, please contact us at velvivo.support@gmail.com with your order number. If your order cannot be located, you will be eligible for a full refund or replacement.
Will I be charged customs and taxes?
Import taxes, duties, and customs fees may apply once your order arrives at its destination country. These charges are determined by your local customs office and are the responsibility of the recipient. Velvivo is not responsible for delays caused by customs. For more details, please contact your local customs office.
How do I return an item?
We accept returns within 14 days of delivery. Items must be unused, in their original condition and packaging. To initiate a return, please contact us at velvivo.support@gmail.com with your order number and reason for return. Return shipping costs for non-defective items are the customer's responsibility.
What if the item I received is defective, incorrect, or damaged?
We're sorry to hear that! Please contact us at velvivo.support@gmail.com with your order number, a description of the issue, and photos of the item and packaging. We will do our very best to resolve your case as quickly as possible with a full refund or replacement at no additional cost.
When will I receive my refund?
Once we receive and inspect your returned item, refunds are processed within 5–7 business days. The credit will be applied to your original payment method. Please allow additional time for your bank or card issuer to post the refund to your account.
