FAQ

 


 

Are your products manufactured in Indonesia?

Yes, our products are self-manufactured in Indonesia.

 


 

How can I measure my size?

Click here to view our measurement guide.

 


 

Will you restock your sold-out items?

Click the "Notify Me" link and fill in your email address to be notified when the product you are interested in are available.

 


 

ORDER INFORMATION

 

How can I place an order?

Click here to view our guide.

 


 

Do I need to sign up for an account to order?

Yes.

The account will provide us with your personal details such as email address and shipping address, so you will not have to give us those information every time you shop. Setting up an account will also give you benefits such as order tracking, regular newsletters, special discount and membership program. 

You can either sign up right now or set up your account when you check out – whichever way suits you best. Please use a valid email address as we will send you some information regarding your order.

 


 

Can I cancel my order?

You cannot cancel your order after submitting it. Please do review your shopping bag before submitting an order.

 


 

Can I add an item to my order after I confirm it?

Unfortunately you cannot. You will need to place a seperate order for any additional items you want to purchase after confirming an order.

 


 

I've put my order into the shopping bag, but when I clicked "Proceed to order" only some or none of my items was available. Why did it happen?

Adding items to your shopping bag does not mean that we hold the items for you, because several other customers might be shopping at the same time. Therefore, merchandise availability is not guaranteed until you check out.

 


 

Why is my order cancelled?

Maximum payment for an order is 2x24 hrs after the order have been placed. If the payment has not been completed after the time limit, the order will be cancelled automatically.

 


 

How can I track my order? 

You can sign in and view your order history and status in "My Account" page.

 


 

Can I get my order earlier than the estimated delivery time?

Unfortunately you cannot because we need time to check your payment, perform quality control and track your order.

 


 

What should I do if I have received the package but there is a problem with the product?

Please read the Return and Exchange policy, or simply drop us an email : contact@shopatvelvet.com.

 


 

Can i purchase from overseas?

We ship to Singapore, Malaysia, and Australia. Payment can be made through Paypal.

 


 

What should I do if I have completed my payment but haven't received the package after the estimated delivery time?

Please do not forget to confirm your payment through the webstore after completing the payment. If you haven't confirmed until the time limit, your order will be cancelled. 

If you have confirmed your payment and haven't received your order in time, simply log in to your account and track your shipment. 

 


 

What should I do if I have completed the payment but forgot to confirm within the time limit?

Please contact our customer service at : contact@shopatvelvet.com. We will process the refund by cash or store credits.

 


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