FAQ
VELVESCA FAQ
Beauty should feel effortless — and so should shopping with us.
Below you’ll find answers to the questions we receive most often about VELVESCA, orders, shipping, returns, and product care.
If you still need help, our Customer Care team is always here for you at:
Orders
How do I know if my order was successfully placed?
Once your order has been successfully submitted, you will receive an order confirmation email at the email address provided during checkout.
If you do not see it within a few minutes, please check your spam or promotions folder.
If you still cannot locate your confirmation, contact us at support@velvesca.com with your name and the email address used at checkout.
Can I change or cancel my order?
If you need to make a change or request a cancellation, please contact us within 24 hours of placing your order.
Email:
Please include your order number and the change you would like to make.
We will always do our best to help, but once an order has entered fulfillment or has already shipped, we may no longer be able to modify or cancel it.
I entered the wrong shipping address. What should I do?
Contact us as soon as possible at:
Please include your order number and the correct shipping address.
If your order has not yet entered fulfillment, we may be able to update it.
Once an order has shipped, address changes cannot always be guaranteed.
Can I place an order as a gift?
Absolutely.
VELVESCA orders may be shipped directly to another recipient by entering their information as the shipping address during checkout.
Please make sure all shipping details are accurate before submitting your order.
Will I receive an order confirmation?
Yes.
You should receive an order confirmation shortly after completing checkout.
A separate shipping confirmation with tracking information will be sent once your order has been dispatched.
Shipping & Delivery
How long does order processing take?
Most VELVESCA orders are prepared for dispatch within 72 hours after payment has been successfully received.
Processing may take slightly longer during holidays, promotional periods, launches, or periods of unusually high order volume.
How long will my order take to arrive?
Our estimated delivery times are:
United States & Canada: 2–4 weeks
Australia & New Zealand: 2–4 weeks
United Kingdom & Europe: 2–4 weeks
Other International Destinations: 2–5 weeks
These timeframes are estimates and do not constitute guaranteed delivery dates.
Customs clearance, public holidays, severe weather, carrier disruptions, and other circumstances outside our control may occasionally cause delays.
How can I track my order?
Once your order has shipped, we will send tracking information to the email address used during checkout.
Please allow several days for tracking information to begin updating.
In some cases, complete tracking movement may take up to approximately one week to appear.
You can track your package through the shipping carrier or through services such as 17TRACK.
My tracking information has not updated. Should I be concerned?
Not necessarily.
Tracking numbers are often created before the carrier’s system displays the first movement.
It may take several days for tracking information to update, particularly for international shipments.
If your tracking has not changed for an unusually long period, please contact:
Why did I receive only part of my order?
Some VELVESCA orders may be fulfilled from more than one fulfillment location.
This means items from a single order may occasionally arrive in separate packages and on different dates.
You will not be charged additional shipping simply because your order is split into multiple shipments.
What happens if my package is lost in transit?
If your shipment is confirmed as lost during transit and is covered by the applicable shipping protection, we may arrange a replacement at no additional product cost.
Please contact:
and include your order number and any relevant tracking information.
What if my package arrives damaged?
If an item arrives damaged, contact us within 14 days of delivery.
Email:
Use the subject line:
DAMAGED
Please include:
- Your order number
- Clear photographs of the damaged item
- Photographs of the shipping packaging where relevant
Our Customer Care team will review the issue and provide the appropriate next steps.
Do you ship internationally?
Yes, VELVESCA may ship to a variety of international destinations.
Available shipping destinations and options will be shown during checkout.
International shipments may be subject to local customs procedures, duties, taxes, or import charges depending on the destination.
Will I have to pay customs duties or taxes?
Depending on your country, local customs authorities may charge import duties, taxes, or other fees.
Unless otherwise stated during checkout, these charges are generally determined by local authorities and may be the responsibility of the recipient.
Returns & Refunds
What is VELVESCA’s return policy?
Eligible purchases may be returned within 30 days of receiving your order.
To begin a return, contact:
Please include your order number and the item or items you would like to return.
Our team will provide the appropriate instructions.
Are original shipping charges refundable?
No.
Original shipping charges are non-refundable unless otherwise required by applicable law.
How do I start a return?
Email us at:
Please include:
- Your order number
- The product or products you wish to return
- A brief explanation of your return request
Please do not send a return to any address without first receiving return instructions from VELVESCA.
How long will my refund take?
Once an approved return has been received and reviewed, we will notify you of the status of your refund.
Approved refunds are returned to the original payment method.
After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
What if an item is missing from my order?
If your package arrives with an item missing, please contact:
Use the subject line:
MISSING ITEM
Include your order number and the name of the missing item.
Our Customer Care team will review the shipment and assist you.
Can I return a VELVESCA product purchased from another retailer?
Products purchased through another retailer, marketplace, or third-party seller generally need to be returned directly to the original place of purchase.
The retailer’s own return policy may apply.
Products & Beauty Care
What is the VELVESCA philosophy?
VELVESCA was created around a simple belief:
Beauty should enhance what is already yours.
We believe in real skin, thoughtful rituals, refined simplicity, and beauty that feels personal rather than performative.
Our goal is not to disguise individuality, but to celebrate it.
Where can I find product ingredients?
Ingredient information and specific product details should be listed on the individual product page and, where applicable, on the product packaging.
We recommend reviewing the full ingredient list before use, particularly if you have known sensitivities or allergies.
Are VELVESCA products suitable for sensitive skin?
Every person’s skin is different.
Where a product has been specifically formulated or tested for a particular skin type, that information will be clearly stated on its product page.
If you have sensitive skin or a history of reactions, we recommend reviewing the complete ingredient list and patch testing a new product before incorporating it fully into your routine.
If you have an existing skin condition or medical concern, consult an appropriate healthcare professional before use.
How should I patch test a new beauty product?
Apply a small amount of the product to a discreet area of skin and observe the area before using the product more broadly.
If irritation, discomfort, redness, or another unwanted reaction occurs, discontinue use.
Follow any product-specific directions provided on the packaging or product page.
Are VELVESCA products vegan?
Any vegan product claims will be clearly identified on the relevant product page.
Because formulas and collections may differ, please refer to the individual product details rather than assuming every item carries the same certification or claim.
Is VELVESCA cruelty-free?
Any cruelty-free claims or certifications applicable to a specific VELVESCA product or collection will be stated clearly on the relevant product page.
We prefer to communicate product claims transparently rather than make assumptions across products with different suppliers or formulations.
Are your products “clean beauty”?
There is no single universally accepted legal definition of “clean beauty.”
For that reason, VELVESCA focuses on being transparent about ingredients, product purpose, and usage rather than relying solely on broad marketing labels.
Specific ingredient and formulation information can be found on each product page.
How should I store my beauty products?
Unless the individual product states otherwise, beauty products are generally best stored in a cool, dry environment away from excessive heat, moisture, and direct sunlight.
Always close packaging securely after use.
For product-specific storage directions, refer to the packaging or product page.
How do I know how long a product lasts after opening?
Look for any Period After Opening symbol or product-specific expiration information on the packaging.
The usable life of a product may vary depending on the formulation, packaging, storage conditions, and how it is handled after opening.
Can product appearance vary slightly?
Yes.
Minor differences in color, texture, packaging appearance, or photography may occur.
Screens also display colors differently depending on device settings.
These minor variations do not necessarily indicate that a product is defective.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on your location and store configuration, these may include major credit or debit cards and other supported payment options.
Is my payment information secure?
Payments are processed through secure third-party payment providers and ecommerce technology.
VELVESCA does not necessarily receive or store your complete payment card information directly.
Why was my payment declined?
Payments may be declined by your bank or payment provider for several reasons, including security verification, insufficient funds, incorrect billing information, or card restrictions.
Please verify your payment details or contact your financial institution if the issue continues.
Promotions & Discount Codes
How do I use a discount code?
Enter your promotional code in the designated discount field during checkout.
The discount should appear before you complete payment if the code is valid and your order meets the promotion requirements.
Can I use more than one discount code?
Unless specifically stated otherwise, promotional offers and discount codes may not be combined.
Please review the terms of the individual promotion.
My discount code is not working. What should I do?
Check that:
- The code has been entered correctly
- The promotion has not expired
- Your order meets any minimum purchase requirements
- The products in your cart are eligible
- The promotion has not already been used where usage is limited
If you still believe the code should apply, contact:
before completing your order.
Account & Communication
Do I need an account to place an order?
Where guest checkout is available, you may place an order without creating an account.
Creating an account may make it easier to view order information and manage future purchases.
How do I unsubscribe from marketing emails?
You can unsubscribe from promotional communications using the unsubscribe link contained in our marketing emails.
Even after unsubscribing, you may still receive essential transactional communications related to orders, payments, shipping, returns, or account security.
Customer Care
How can I contact VELVESCA?
Our Customer Care team can be reached at:
For faster assistance with an existing order, please include your order number in your message.
How quickly will you respond?
We aim to respond to most customer inquiries within 1 business day.
Response times may be slightly longer during weekends, public holidays, product launches, promotions, or periods of unusually high demand.
To help us respond efficiently, please avoid sending multiple messages regarding the same request.
Still Need Help?
We’re here for you.
Whether you need help with an order, shipping, a return, or simply have a question about VELVESCA, reach out to our Customer Care team.
VELVESCA
Embrace your natural glow.