Frequently Asked Questions
Frequently Asked Questions (FAQ)
Shipping & Delivery
How much are the shipping costs?
We currently offer free standard shipping across the United Kingdom and the European Union — with no minimum order value.
When will my order arrive?
Orders are processed within 1–4 business days.
Standard delivery takes approximately 3–12 business days, depending on your location.
You will receive a track & trace number via email within 2–5 days after dispatch.
If you haven’t received tracking information after 7 days, please contact us at info@velvet-stories.com.
Can I track my order?
Yes. Once your order has shipped, you will receive a tracking link via email so you can follow your parcel in real time.
Returns & Cancellations
Can I return my order?
Yes. We offer a 14-day return period. If your item is defective or damaged, you are entitled to a 100% refund, including return shipping.
For all other returns, the customer is responsible for the return shipping costs.
Once we receive your return in original condition, we will process a full refund.
Please include your name and order number in the return package.
Can I cancel my order?
Unfortunately, we begin processing your order immediately after it’s placed, so cancellations are not possible.
However, you can always return the item once received for a full refund.
Orders & Payments
What if I entered the wrong address?
If you made a mistake in your address, please reply to your confirmation email or contact us at info@velvet-stories.com within 24 hours.
Unfortunately, address changes are not possible after that period.
Which payment methods do you accept?
We accept the following secure payment methods:
Visa, Mastercard, American Express, Apple Pay, Google Pay, iDEAL, Bancontact
Is online shopping safe with you?
Yes. Our website is protected with SSL encryption, and we use secure, industry-standard payment gateways to protect your data.
Product Information & Offers
Are all products in stock?
We do our best to maintain accurate inventory levels.
If a product is unexpectedly out of stock, we will notify you immediately and offer an alternative or a full refund.
Do you offer gift cards?
Yes! We offer digital gift cards in various values — perfect for gifting. You can find them in the main menu.
Do you offer discounts or promotions?
Yes, we regularly feature special promotions and exclusive discounts.
Sign up for our newsletter to be the first to know about new collections and sales!
Need Help?
Still have questions? We’re happy to help.
📩 Email: info@velvet-stories.com
We typically respond within 24 hours, Monday to Friday.