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FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

 

What to expect from Velvetry.com

At Velvetry.com, you can expect to find the latest in designer Indian and Indo-Western apparel, footwear, jewelry and accessories. We offer size customization on many Made to Order designer wear and we ship internationally to several countries. Whether you are looking to shop for an occasion in your life, attending a wedding, or adding festive colors to your wardrobe – Velvetry.com has the style merchandise that you need!

 

Do I need to set up an account to place an order?

No. But setting up an account allows us to save your preferences, making your shopping experience that much more rewarding the next time you visit us!

 

I've forgotten my password. What should I do?

If you have forgotten your password, simply follow the 'FORGOT PASSWORD' instructions on the account sign in page.

 

How do I know that the products you sell are authentic?

As an authorized online distributor for all from the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic.

Please note that we are unable to comment on the authenticity of any items that are not purchased from Velvetry.com

 

Are the colors of products shown on the website accurate?

While we have made every effort to display as accurately as possible the colors of all products that appear on the website, we cannot guarantee that your monitor or screen’s display of any color will be completely accurate, as computer monitors and screens of electronic devices vary. Colors may also look different in person, each device (computer/tablet/phone) has different color settings and may alter the color of the item.

 

Which size should I choose?

All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'size conversion chart' link which you will find on every product page.

 

MADE-TO-ORDER AND CUSTOMISATION

 

I can see Custom Size on the Product Display Page. What does this mean?

We offer size customization on select Made-to-Order pieces. Once you place an order for a piece that offers Custom Size, Velvetry.com will liaise with the designer to obtain the specific requirements for that piece and reach out to you shortly after.

Made-to-Order designer wear are bespoke pieces that are meant to take the luxury of your fashion experience to a higher level. However, due to the high degree of customization required, manufacturing and delivery times for these pieces can be longer.

 

I am not able to see “custom sizes” on the product page?

We offer size customization only on select Designer Wear.

 

I wish to make some changes in the submitted measurements for my order. How do I do that?

You should contact us immediately at info@velvetry.com. Velvetry will make the strongest efforts to incorporate your changes. However, we cannot guarantee that any changes in measurements that have already been submitted will be accepted by designers.

 

Can I submit my measurement later?

Upon the placement of a Made-to-Order pieces, Velvetry reaches out to you to obtain the specific measurements to be used. You can take your time to respond to our request for measurements. However, note that until your measurements have been received by Velvetry.com, no orders are placed to the designers and manufacturing has not started. A long delay in obtaining measurements pushes back delivery schedules commensurately.

 

What are the customization charges?

Customization is free on Made-to-Order pieces

 

ORDERS

 

How do I know if an item is in stock?

All items are in stock unless ‘SOLD OUT’ is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, please email info@velvetry.com to find out if there is a backorder for that item (you will need to be a registered user).

Velvetry.com displays many bespoke products and the latest in designer wear. We do not believe in the “mass market” and neither do the designers we work with. Often some products that are marked ready-to-wear may still only be manufactured after your order is placed. In some rare cases, we may find that the item ordered is out of stock after your order is placed. In these cases, we will refund the entire amount of the purchase, including any shipping, taxes and duties charged.

 

What payment methods does Velvetry accept?

We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron and PayPal. All payments are processed through a secure checkout system. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

 

How will I know my order is confirmed?

Once your order is confirmed, you will receive an Order Confirmation via E-mail advising you on the estimated date of delivery. You can also check the status of your order by logging into My Account on Velvetry.com.

If you are unreachable or unable to attend the call or you have not received the Order Confirmation, please Contact Us by sending us an email at info@velvetry.com.

 

How do I check the status of my order?

Visit the MY ORDERS page in your My Account to get the most up-to-date status of your Order. For more information about your order please Contact Us by sending an email to info@velvetry.com.

 

I have only received a part of my order. When will the remaining items be delivered?

If your order contains multiple items, some items may be shipped separately so that we can ensure prompt delivery. Visit the MY ORDERS page in your My Account to get the most up-to-date status of your Order. For more information about your order please Contact Us by writing an email to info@velvetry.com.

 

When will I receive my order?

Delivery times vary by item, label and country. For delivery, we typically take 3-5 weeks from the time the order is placed. You can check the estimated delivery time on the specific item description page or in the order status in your account for items that you have ordered.

 

Where does Velvetry.com ship to?

Velvetry currently only ships to locations within the United States and Canada.

 

Is it safe to use my credit card online at Velvetry.com?

At Velvetry.com, your personal online security is important to us. Our website is powered and maintained by Shopify.com, which uses the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at Velvetry.

 

Why do I need to re-enter my credit card details when I add a new address?

For your security, when you request delivery to a new address we may ask you to provide new credit or debit card details (if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

 

PAYMENTS

 

What are the modes of payment for purchasing on Velvetry.com?

We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron and PayPal. All payments are processed through a secure checkout system. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

 

What is Velvetry.com Store Credit?

Velvetry.com Store Credit is a kind of money that can be used for purchase on Velvetry.com only. Store Credits are non-convertible and non-transferrable i.e. they cannot be converted into cash/bank credit and cannot be transferred from one account to another.

 

Which currency can I buy in?

Velvetry displays prices for products on its website in a variety of currencies – USD, EUR, CAD, AUD, SGD, INR and GBP. However, upon final payment, all orders will be processed in USD. The amounts displayed, when in any other currency, are only for the convenience of our customers.

Exchange rates used by Velvetry are refreshed twice a day based on the rates at XE.com. Although rates are automatically scheduled to be updated at 00:00 GMT and 07:00 GMT, the updates might take place up to a couple of hours after their scheduled time.

 

Is it safe to use my credit card online at Velvetry.com?

Velvetry.com is supported and maintained by Shopify. We accept credit card payments through a secure online server, as the security of your information is very important to us. We use some of the best physical, electronic and administrative safeguards to make sure your information stays secure.

 

CUSTOM DUTY AND TAXES

 

How much duties and taxes will I have to pay?

Product Prices displayed on the product page are exclusive of all import duties. Any final amounts charged for duties and taxes will be displayed upon checkout. Amounts charged are in line with the standard charges levied by the authorities.

 

I was not charged a Custom Duty on my previous orders, then why now?

We have no control over these charges and cannot predict where they will occur. Every time an item crosses an international border from one country to another, it is subject to these charges by the importing country rules and regulations. The charges may vary per the rules of different countries depending on item, item value, quantity, end use, materials or methods used to make the item, discretion and work load of the duty officer etc. If you are in any doubt, you are encouraged to check with your country custom office.

 

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