FAQs
WHO IS VELOUR?
Velour is an emergent multidisciplinary artist and designer born in Barcelona, Spain.
HOW DO I GET IN TOUCH?
Press / Collaborations: info@velour.es
Customer Service: support@velour.es
(The estimated response turnaround time is 24 - 72h depending on the inquiry.)
CAN I RETURN / EXCHANGE MY PURCHASE?
Velour does not accept returns, refunds, or exchanges. Be sure to always double check your measurements, color, size and any other detail before purchasing. In the off chance the product/s you received are damaged, please do not hesitate to get in touch with Velour through the support email provided above.
Velour is not responsible for incorrect/incomplete addresses provided. If for this or any other reason your package is lost, Velour is not responsible for any lost or stolen packages nor packages damaged during transit or delivery, please contact the courier company directly in order to solve any problems that may arise upon transit or delivery.
If you made a mistake on your order, you have to notify it through the support email immediately. If your order has already been processed and has started its manufacture or assembly process, there’s a high possibility changes will not be able to be made. If you made a mistake on your address you must also contact the support email immediately including your order number, full name, and the correct address. Remember, always make sure your order information is double checked before checkout.
In case of returned packages due to any circumstances, the customer is responsible for the cost of re-shipping.
HOW LONG DOES SHIPPING TAKE?
Most of the products are ready to ship but since some others are made to order and custom made by Velour, himself, it takes about 3-4 weeks after purchase for all items to be shipped.
If you purchased an item under 'Pre-Order' basis, please allow 4-6 weeks for your product/s to be fulfilled.
International orders might be charged import duties and taxes by customs upon arrival, Velour is not responsible for any of them.