Help center
Frequently asked questions
Everything you need to know about ordering, delivery, returns and rewards.
How do I track my order?+
Sign in and open My orders. Every order shows its current status, payment method and delivery details, updated as it moves through processing, shipping and delivery.
Which payment methods do you accept?+
We accept major credit and debit cards through Stripe, plus cash on delivery. Card details are handled directly by Stripe and are never stored on our servers.
How much does shipping cost?+
Shipping is complimentary on orders over $75. Below that threshold a flat $7.95 fee applies. Standard delivery arrives in 3–5 business days.
What is your returns policy?+
Returns are accepted within 30 days of delivery. Contact support with your order number and we will guide you through the process.
How do Velvet Rewards points work?+
You earn one point per dollar spent, plus bonuses for daily check-ins and referrals. Points unlock higher membership tiers and member-only offers, and are tracked in a transparent ledger.
Can I change or cancel an order?+
You can cancel a pending order from your order history before it moves to processing. Once shipped, standard returns apply.
Do you offer gift wrapping?+
Select products include gift-ready packaging, noted on the product page. You can also add a note during checkout.
How do coupons work?+
Enter your code at the cart or checkout. Codes may require a minimum subtotal and some have usage limits. The discount is shown before you confirm your order.