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FAQs: Frequently Asked Questions

Q: The item i want is out of stock on the site. What should I do and how often do you restock?

A:  Good news! We get new items frequently, especially our most popular items. We also don't have specific dates on restocking You can follow us on any of our social media outlet for updates; Instagram & Twitter@Elvelvet_ or you can be notified by email by subscribing to our Mail list.

 

Q: I want to place an order but i don't have a Paypal account. What payment methods do you accept?

A: This is the answer to You don't need a Paypal account to place an order as you can checkout as a guest. We also accept Bank transfer / Deposit .

 

Q: How long will my order take to arrive?

A: Delivery time varies on what shipping option you choose. 1st Class Via Royal Mail Delivery Service usually takes 1 working day if ordered before 8am 2nd Class Via Royal Mail Delivery service usually takes 3 working days. Saturdays , Sundays and Bank Holidays are NOT working days. Parcelforce 48hours Usually takes 48hours, Shipment movements could be monitored through www.parcelforce.com For international deliveries please email us info@elvelvet.co.uk then we will tell you how long it will take.

 

Q: My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?

A: This is the answer to Between the time you placed the order and when we processed it, the item was no longer available.

Q: I got my order, but an item is missing/defective/not what I ordered. What do I do?

A: This is the answer to Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact on orders@elvelvet.co.uk within one day of receipt and let us know..

 

 

Q: Where do I send my return to?

A: This is the answer to Please email us on orders@elvelvet.co.uk and we will give you return/ exchange instructions.

 

 

My tracking info shows my package was delivered, but I never received it.

This is the answer to El Vélvét provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left at your nearest Post office . We will do our best to assist you, but El Vélvét does not hold responsibility for packages that are lost or stolen. .

 

 

Q: I placed an order, but haven't seen any movement from El Vélvét. What's going on?

A:  This is the answer to There are several reasons why your order may have been delayed. Either your transaction hasn’t been cleared due to eCheque payment, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible..

 

 

Q:  Can you reserve an item for me?

A:  This is the answer to Unfortunately we don’t accept reservations or pre-orders at the moment.

Q: I payed for next day delivery and i still haven’t received my item, what is going on with my order?

A: This is the answer to There are several reasons why your order may have not been delivered yet. You might have ordered after our next day delivery deadline, your transaction has not been cleared or your shipping details might be incorrect or invalid.

 

 

Q: How long after I place my order will it ship?

A: This is the answer to Orders are shipped Monday through Friday, excluding weekends and Bank holidays. It may take up to 24 hours for an order to be processed.

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