First of all, we’re so sorry for the wait — we know how much you’re looking forward to receiving your order.
If your shipment has been dispatched but hasn’t reached you yet, don’t worry — we’re here to help. Here’s what might have happened and how we can work together to resolve it:
Still stuck or feeling unsure? Just drop us an email at support@velvoy.com — our team is always here to make it right.
We understand how concerning this can feel — but don’t worry, we’re here to help.
Sometimes, payments may get deducted even if the order doesn’t go through successfully. In most cases, banks automatically reverse such transactions within 7–10 business days.
As a first step, we recommend checking your bank account to confirm if the amount has indeed been debited. If it has and you haven’t received a refund yet, simply reach out to us at support@velvoy.com with your payment details — and we’ll make sure to look into it and assist you promptly.
We understand the convenience of COD, and we’d love to offer it everywhere — but sometimes, this option may not appear because it’s currently unavailable for your postal code.
Not to worry! You can still complete your order using secure payment methods like Debit Card, Credit Card, or Net Banking. Alternatively, if it’s more convenient, you can choose a different delivery address where COD is supported.
We’re always here to help you through the checkout process — just reach out if you need any assistance!
Not at all — we like to keep things simple and transparent.
The price you see on our product page is exactly what you’ll pay. No surprises, no hidden fees — just honest pricing, always.
Oh no — payment issues can be frustrating, but don’t worry, we’re here to help! 💛
If your payment didn’t go through, you can retry after checking a few things:
• Make sure your account details, billing address, and password (for Net Banking) are correctly entered.
• A stable internet connection also helps avoid interruptions during checkout.
In case the amount was debited but the order didn’t go through — Don’t worry! It usually gets automatically refunded to your bank account within 7–10 business days.
Still unsure or need a hand? Just reach out to us at support@velvoy.com with your order/payment details. We’ll take it from there and make sure everything is sorted smoothly.
If your order from Velvoy arrives damaged, misprinted, we offer easy returns or exchanges at no extra cost, as long as you contact us within 7 days of delivery.
Here’s how to request a return or exchange:
📌 Please note: Without an unboxing video, we may not be able to process returns or replacements. This helps us maintain fairness and transparency for all our customers.
⚠️ If the item was accidentally damaged while opening (like with scissors), we may not be able to help — unless the video clearly shows the issue was already there.
🚚 If you notice any damage at the time of delivery, kindly mention it to the courier while signing the slip. This helps us raise the issue with the courier and support you more efficiently.
🕐 Processing time for returns or exchanges: 2–3 weeks (from the time of pickup to final resolution).
We truly value your trust — and we’re always here to help if something feels off.
No worries — it happens to all of us!
Simply click on ‘Forgot Password’ while logging in, and we’ll instantly send you a reset link via email. You’ll be back in your account in no time. 🔐✨
We appreciate your excitement to shop more with us! 💛 Once an order is confirmed and accepted, we’re unable to add new items to it. But don’t worry — you can always place a new order for the additional products, and we’ll get them to you just as quickly!
Absolutely — as long as the order hasn’t been shipped yet. Just reach out to our support team, and we’ll help you update the address.
We’re always just a message away! You can reach out to us via email at support@velvoy.com and we’ll get back to you as soon as possible.
As soon as your order is confirmed, we’ll send a gentle ping your way — 📧 A confirmation email with your order details and Order ID.
Once your order is packed and shipped, we’ll follow up with a shipping update through the same channels.
From there, all you have to do is sit back, sip your favorite drink, and let us do the rest — your awesome order is on its way to you! 💛
Sometimes, a delivery may not go through on the first attempt. Don’t worry — our courier partners will notify you with the next steps, and we’ll automatically arrange a reattempt based on that communication.
Yes! During checkout, you can enter a shipping address that’s different from your billing address. Just double-check that it’s correct before placing the order.
Once your order is dispatched from our warehouse, you’ll receive updates via email — including a link to track your order.
You can also log into your Velvoy account, go to the ‘Orders’ section, and click on ‘Track Order’ next to your Order ID.
