FREQUENTLY ASKED QUESTIONS

Below we have collected some common questions you might want to have answers on.

You may find the answer to your question in the F.A.Q below, if you don't, please free to contact us at info@velvilo.com or press the button below to fill in a form and we will answer within 12 hours.

Shipping

How long will it take for my order to be delivered?

We have a delivery time of 1-2 business days in the Nordic region. Approx. 2-4 business days outside the Nordic region.

My order has not arrived?

When your package leaves our warehouse, you receive an email with a link through which you can track your package. If you can’t see your package via the tracking link, you are welcome to get in touch with us.

Can I track my order?

Yes, of course! When your order leaves the warehouse, you receive an email with a tracking link through which you can track your order.

How will I know when my order has left the warehouse?

When your order leaves the warehouse, you will be sent an email informing you that your order is on its way to you. You will also be given a tracking link through which you can track your order.

What happens if I don't collect my order?

If you do not collect your order from your collection point, it will automatically be sent back to us after 7 days. We charge a fee of EUR/USD 25 for unclaimed orders.

I have received my order but a product is missing, what do I do?

Get in touch with our customer service department and we will help you as soon as possible.

Is there any shipping fees?

We offer free shipping over a certain amount. If your purchase total is below this amount or if you select a different shipping method than the free shipping option, a shipping fee will be charged.

Do you offer shipping worldwide?

Yes! We at Velvilo offer shipping worldwide.

How will I receive my order?

Once your package leaves our warehouse you will receive an SMS or email notification that your parcel is on its way. Your parcel is normally delivered straight to your door. If the parcel cannot be delivered it will either be taken to a service point for pickup or a second delivery attempt will be made the day after. 

In some countries you will be able to change delivery methods when the parcel is on its way. For instance could you choose to have your parcel delivered straight to a service point, to a neighbor, left in a safe place or select a different day of delivery.

Please note that parcels are often delivered during the day, if you are at work we therefore recommend to have the parcel shipped there if possible.

My order

I have not received an order confirmation!

Check if it has ended up in your junk folder. During product launches and busy periods on the website, order confirmation emails may take some time to arrive. If you have not received your order confirmation the day after a purchase, kindly get in touch with us here and we will send it to you.

I want to add a product to my order, how do I do?

We are unable to add a product to a confirmed order. The best thing to do is to place a new order for the items you wish to add.

If you have fulfilled the free shipping on the first order, please feel free to contact us and we will help you as soon as possible.

Can I cancel my order?

You are always welcome to email us here and we will gladly help you if possible. However, we cannot guarantee that it will be possible.

Can I change the address or other information on my order?

You can always email us here and we will gladly help you if possible. Unfortunately, if the order has already been processed, it will not be possible

I have not received my order, what do I do?

The delivery time is 1-2 business days. If you have not received your order after this time period, kindly get in touch with us here and we will help you with your order.

Payments & returns

How do I return my order?

If you would life to return your order to us you have to contact us here and we will give you further information about the process. 

I have received the wrong product or a product is missing from my order, what should I do?

We are sorry that you have received the wrong product or that a product is missing. Email our customer service department here and we will help you.

I have received a defective product, what should I do?

We sincerely apologize for this. Email our customer service department here and describe what is wrong with the product together with a photo or video showing the product’s defect and we will help you.

My package was damaged in transit, what should I do?

Kindly contact our customer service department here and provide a photo showing the damage to the package and we will gladly help you.

What kind of payment methods do you use and is it safe?

We offer safe payments through Apple pay, PayPal, Visa, Mastercard, Google pay, iDeal, Klarna and American Express (debit and credit). VELVILO never handles payment information, it's always through the bank and our agents.

I have sent a return, when will I be refunded?

Within 30 days of us receiving your return. The refund will be paid into your account or you will be issued a credit note.

How do I pay with gift cards?

You enter your gift card number at checkout. There is a field at checkout in which you enter the code.

My payment was successful but I did not receive an order confirmation, what should I do?

Check if it has ended up in your junk folder. If it’s not there, kindly get in touch with us here and we
will help you.

Products & collaborations

How do I adjust or put on my cuff or ring?

Open the ring or cuff open and simply bend it until you find the right size. Either when it's on your finger or off. Our Metal is durable and there is no need to worry that the ring or cuff may break. You may try to use a piece of cloth to bend the ring, especially if you want to make it smaller and have the endings overlap.

How do I take care of my jewelry?

Our jewelry is designed to last forever. That's why we feel confident in offering you a lifetime warranty of every piece you buy from us. 

Does your products have a guarantee?

At Velvilo you always have a one year guarantee on your jewelry. The guarantee covers manufacturing and material faults. The guarantee does not cover damage or wear caused by the customer. Save your order confirmation/ invoice as it serves as proof of guarantee.

Does your jewelry contain cadmium?

All of our jewelry is cadmium-free.

I have a collaboration proposal, whom should I contact?

You are welcome to email our customer service department at info@velvilo.com or fill in the form here.