1. General & Brand Information
Q: Where is velutinique located?
A: velutinique is an independent, self-managed brand based in Germany. We exclusively serve customers across Europe and the United States.
Q: How can I contact customer support?
A: For any questions, order support, or general inquiries, please reach out directly to our customer support team at cosmetic@velutinique.com. We aim to review and respond to all written inquiries within 24 hours on operational days.
2. Orders & Payments
Q: Which payment methods do you accept?
A: We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital payment options such as Apple Pay and Google Pay. All transactions are processed securely through encrypted digital protocols via Stripe.
Q: How do I know my order has been successfully placed?
A: Upon completing checkout, an automated order confirmation email will be sent instantly to the address provided during purchase, containing your complete order summary and reference details.
3. Shipping & Delivery
Q: Which regions do you deliver to?
A: We deliver to residential and commercial addresses across Europe and the United States.
Q: What are your shipping timeframes and logistics partners?
A:
- Order Processing Time: Orders are prepared, quality-checked, and dispatched within 1 to 2 business days.
- Carrier Partners: We partner with leading international logistics networks, including DHL, FedEx, and UPS (Priority) services.
- Transit Time: Standard delivery across Europe and the United States typically takes 5 to 12 business days following dispatch.
Q: How can I track my shipment?
A: Automated dispatch notifications with live tracking links will be sent to your registered email address at key transit milestones, including initial dispatch, distribution hub arrivals, and local delivery status.
Q: What happens if my order exceeds the standard delivery timeframe?
A: If your package does not arrive within the expected window, please contact us at cosmetic@velutinique.com. We will initiate a formal investigation with the carrier and, depending on the outcome, arrange a full refund or a complete order reshipment.
4. Returns, Cancellations & Replacements
Q: What is your return policy?
A: In accordance with statutory European and United States consumer protection laws, you have a 14-day Statutory Right of Withdrawal. You may withdraw from your purchase agreement without stating a reason within 14 days of physical receipt.
Q: What should I do if my item arrives damaged or defective?
A: If you receive an item that is damaged, defective, or incorrect, please notify us at cosmetic@velutinique.com within the statutory period. You are not required to return the physical damaged item; simply attach clear photographic evidence of the issue in your email. Upon verification, we will issue a full refund or dispatch a free replacement order.