FREQUENTLY ASKED QUESTIONS

1. Payment and Order Process

1.1. How can I make a payment for my purchase?
Velvrix accepts payments via major credit and debit cards, PayPal, VISA, MasterCard, and American Express. We use SSL-secured checkout to ensure your payment is safe and secure.

1.2. Can I make an order over the phone?
Yes, we’re happy to assist with phone orders. Contact our customer support team, and they will guide you through the process of selecting your product and completing payment.

2. Sizing and Fit

2.1. How do I find the right size for me?
Each product page features a detailed size chart to help you determine the right fit. If you’re unsure, feel free to contact us for personalized sizing assistance to ensure your product fits perfectly.

2.2. None of the given sizes seem to fit. Can I request a custom size?
Yes, Velvrix offers a "Made to Measure" option for leather jackets and custom apparel. Simply select this option when placing your order, and we’ll guide you in providing the measurements needed.

3. Returns and Exchanges

3.1. Can I return a product if I’m not satisfied?
Yes, we want you to be completely satisfied with your purchase. Regular products can be returned within 30 days of delivery for a refund or exchange. Please note that custom orders cannot be returned but may be eligible for alterations. For detailed information, we encourage you to review our Return & Refund Policy and Return Instructions.

3.2. How do I initiate a return?
To start a return, contact our customer support team or File a Return, and we will provide you with a return address. Pack the product securely in its original packaging and include your order details. Please see our Return & Refund Policy and Return Instructions for detailed information.

3.3. Will I be responsible for return shipping costs?
Yes, customers are responsible for return shipping costs. Shipping fees are non-refundable unless the return is due to an error on our part (such as receiving a faulty item).

3.4. When will I receive my refund?
Once your returned item is received and inspected, your refund will be processed within 7 business days. Processing times may vary based on your financial institution.

4. Shipping and Delivery

4.1. How long does it take for my order to ship?
Standard items usually ship within 7-10 business days, while custom orders take 4-6 weeks for production and delivery. We’ll keep you updated on your order’s progress and notify you as soon as it ships.

4.2. Do you offer worldwide shipping?
Yes, Velvrix offers global shipping. However, please be aware of any local customs or import fees, which may vary by country and are not covered by Velvrix.

4.3. Will I need to pay customs or import fees?
Any customs or import fees are determined by your country’s customs regulations and are the responsibility of the recipient. We recommend checking with your local customs office for specific information before ordering.

5. Custom Orders

5.1. Can I order a customized jacket or other leather product?
Absolutely! We offer fully customized leather jackets, bags, and other products. You can submit your design ideas, images, and specific requests, and our team will create a product tailored to your vision.

5.2. How do I provide measurements for a custom order?
Once you select the "Made to Measure" option, our customer support team will contact you with instructions on how to take accurate measurements, ensuring a perfect fit for your custom product.

5.3. Are custom orders eligible for returns?
Custom-made products cannot be returned due to their personalized nature. However, if an alteration is required, we offer one free adjustment on custom orders.

5.4. What materials do you offer for custom orders?
We offer a range of premium leather types, including lambskin, cowhide, and goatskin, and other materials upon request. Contact us if you’re looking for a specific leather or fabric.

5.5. How long does it take to produce and deliver a custom order?
Custom orders generally require 12-15 weeks to produce and deliver. For orders with specific deadlines, please contact us, and we will do our best to accommodate your timeline.

6. Product Care and Maintenance

6.1. How should I care for my Velvrix leather products?
To maintain the quality of your leather products, avoid exposure to moisture, direct sunlight, and heat. Clean leather surfaces with a soft cloth and store in a cool, dry place. For detailed care instructions, visit our Product Care page.

6.2. Do you offer any product warranty?
Yes, all Velvrix products come with a 1-year warranty covering material and manufacturing defects. This warranty does not cover damage caused by misuse, accidents, or normal wear and tear.

7. Order Tracking and Support

7.1. How can I track my order?
Once your order ships, you’ll receive a tracking link via email. You can also track your order status on our website by entering your Order ID and email address.

7.2. What should I do if my order hasn’t arrived yet?
If your order’s estimated delivery date has passed and you haven’t received it, please reach out to our customer support team. We’ll assist in tracking down your package and provide updates on its status.

8. Payment Issues

8.1. Why was my payment declined?
Common reasons for declined payments include incorrect billing information or insufficient funds. Please verify your payment details, or try an alternative payment method. Contact us if the issue persists.

9. Faulty or Incorrect Items

9.1. What should I do if I receive a faulty or incorrect item?
If there’s an issue with your order, contact us right away with your order number, a description of the fault, and photos if applicable. We will arrange a replacement or refund once the issue is confirmed.

9.2. Will I need to return a faulty item?
Yes, faulty items may need to be returned, and Velvrix will cover the return shipping costs in such cases. To initiate the process, please File a Return and review our Return & Refund Policy as well as our Return Instructions for detailed guidance. If you have any further questions, please contact us, and our customer support team will assist you through the process.

10. Additional Support and Contact

10.1. Who can I contact if I have more questions?
For any additional questions or support, please contact our Customer Support team via email or our website’s Contact Us page. Our team is available to help with any inquiries about products, orders, or custom requests.

10.2. Do you offer bulk orders or wholesale options?
Yes, Velvrix offers special pricing for bulk and wholesale orders. Contact us with your requirements, and we’ll be happy to discuss our wholesale options.