VELVELUXE

If your order has not yet been picked and packed, you certainly can! If you need to cancel your order, please email us at hello@ velveluxe.com with the subject title “CANCEL All cancellation enquiries must be sent through before 8am on the business day following the date your order was placed – otherwise your order would have already been picked and packed and we are unable to cancel your order for you. If you have any questions about pre-ordering an item or cancelling your pre-order, please email our team at hello@velveluxe.com

We will do our best to make any changes to your order before dispatch. Please email us within 1 hour of placing your order to ensure we can update an item or postal address (This excludes weekends, we will reply to your emails first available opportunity on Monday morning). Delays which include but is not limited to peak periods, such as public holidays and sale periods may prevent us from making amendments on time.

Placed an order and haven’t received your confirmation email? In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder, please email hello@velveluxe.com with the details your order would have been placed under after checking your junk email folder. Our team will amend this for you as soon as possible to ensure you receive all tracking updates.

Unfortunately, as we are an online retailer you will not be able to pick your order up in person or come in to try items on as we do not have the facilities.

VelveLuxe London accepts payment via Amex, Visa, Mastercard, PayPal, and Credit Cards. Unfortunately we are not able to accept gift cards and credit notes at this time.

Preorder items will have an estimated delivery date listed in the product description. If you have any questions about the ETA of your item, please reach out to us at hello@velveluxe.com and we will be able to help! PLEASE NOTE: If you order includes in stock items, your entire order will be held until all styles are available for dispatch and will be sent together. If you would like an in-stock item sooner, we would recommend placing a separate order.