Frequently Asked Questions (FAQ)
Where do you ship?
Velouva delivers exclusively to addresses within the United Kingdom.
We do not offer shipping to other countries.
Where are orders shipped from?
All orders are processed and dispatched from our warehouse in Sweden.
How long does delivery take?
Orders are processed within 1–2 business days. After dispatch, estimated delivery time is 5–12 business days depending on the courier and customs procedures.
In total, delivery typically takes 6–14 business days from the time you place your order.
What are your order cut-off times?
Orders placed before 16:00 (CET) are usually processed the same day.
Orders placed after this time will be handled on the next business day.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with tracking information so you can follow your shipment.
What payment methods do you accept?
We accept the following payment methods:
- American Express
- Apple Pay
- Google Pay
- Klarna
- Maestro
- Mastercard
- Visa
- PayPal
- Shop Pay
All payments are processed securely through encrypted SSL connections.
What is your return policy?
We offer a 30-day return policy from the day you receive your order.
Items must be unused, in original condition, and with all tags attached.
Do you offer exchanges?
Yes, we offer exchanges within 30 days of receiving your order, provided the item meets the return conditions.
Who pays for return shipping?
Velouva covers the return shipping cost once the return request has been approved. A prepaid return label is included in your parcel and can be used to send the item back, following the return instructions provided by our support team.
How long do refunds take?
Approved refunds are issued to the original payment method within 5–10 business days after the returned item has been inspected.
How can I contact customer service?
You can reach us using the information below:
Email: info@byvelouva.com
Phone: +46 73 708 83 91
Customer Support Hours:
Monday–Sunday: 08:00–16:00
