FAQs
Frequently Asked Questions
π¦ Shipping
How long does it take to receive my order?
Delivery times are 7-14 business days. You will receive a confirmation email with the tracking number as soon as the package is shipped.
Can I track my order?
Yes. After shipment, you will receive an email with a link to track your package in real-time.
Do you ship all over Italy?
Yes, we ship all over Italy. For shipments to other European countries, please contact us before placing your order.
π Returns and Refunds
Can I return the product if I am not satisfied?
Yes. You have 14 days from receiving the product to request a return, in accordance with European regulations on the right of withdrawal.
Does the product need to be in its original condition for return?
Yes, the product must be intact, unused, and in its original packaging.
When will I receive my refund?
Refunds are processed within 10-14 business days of receiving the return, using the same payment method as the original purchase.
Who pays for return shipping costs?
Return shipping costs are borne by the customer, except in the case of a defective or incorrect product.
π³ Payments
What payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard), PayPal, and all methods available through Shopify Payments.
Is payment secure?
Yes. All payments are processed via encrypted SSL connection. Velou does not store your card details.
π© Support
How can I contact support?
You can write to us from the Contact page or directly to the store's email address. We respond within 24-48 business hours.
I received a defective product, what should I do?
Please contact us immediately with a photo of the product and the package. We will replace it or refund you at no additional cost.