Frequently Asked Questions
Frequently asked questions
The things people ask most often. If your question isn't here, just email us.
How quickly do orders go out?
We dispatch within two working days of your order being confirmed. You'll get a confirmation email at checkout, then a separate dispatch email with tracking once it's on its way.
Can I change or cancel my order?
Usually, yes — if it hasn't been dispatched. Email velvaragoods@outlook.com with your order number as soon as you can and we'll do our best to catch it in time.
How do I track my order?
Your dispatch email contains a tracking number and a link to follow the parcel. If it hasn't arrived within a few days of ordering, check your spam folder, then get in touch and we'll look into it.
Do you offer free shipping?
Yes — free standard shipping on orders over €75. Below that, it's a flat €6.
How much is shipping, and how long does it take?
Domestic shipping is free over €75 and €6 under. The delivery estimate for your address is shown at checkout before you pay. Full details are on our Shipping Policy page.
Do you ship internationally?
Where international delivery is available, it's a flat €24, shown at checkout. Any import duties or customs charges are the customer's responsibility. See the Shipping Policy for the current list of destinations.
What's your return policy?
You have 30 days from delivery to return anything unused and in its original packaging. Return postage is on us. Email velvaragoods@outlook.com with your order number to start.
Can I exchange something for a different size or colour?
Yes, subject to availability. Email us with your order number and what you'd like instead. Exchanges follow the same 30-day window as returns.
What if my order arrives damaged?
Email us soon after delivery with your order number and a couple of photos, and we'll arrange a free replacement or a full refund — whichever you'd prefer.
Will the item look exactly like the photo?
Very close, but many of our pieces use natural materials — linen, stoneware, wood, terracotta — so slight variation in colour, grain or texture is normal and part of the character. Screens can render colour a little differently too.
How do I care for my pieces?
Care details are on each product page, and our Care Guide covers linen, wool, stoneware, wood, brass, natural fibre and candles in one place. Unsure about a specific item? Email us and we'll tell you exactly how we'd treat it.
Do you restock sold-out items?
Often, yes. We restock slowly and deliberately, and some things sell out between runs. Join our email list to hear when something's back.
How do I reach you?
Email velvaragoods@outlook.com and a real person will reply within two working days, Monday to Friday. You can also use the form on our Get in touch page.