Welcome to Velvettes Shoes Shop’s FAQ section. We’ve compiled answers to the most common questions about our sophisticated footwear collections, shipping policies, and more. If you don’t find what you’re looking for, our customer service team is always ready to assist at [email protected].

Product Questions

Q: What types of shoes does Velvettes Shoes Shop offer?
A: We specialize in elegant, timeless footwear across multiple categories including:
  • Seasonal collections (Fall/Winter and Spring/Summer)
  • Flats for everyday sophistication
  • Mules for effortless style
  • Sandals for warm-weather elegance
  • Sneakers that blend comfort with chic design
Q: How do I choose the right size?
A: Each product page includes detailed sizing information. We recommend measuring your foot and comparing it to our size chart. If you’re between sizes, we suggest sizing up for comfort.
Q: Are Velvettes shoes true to size?
A: Most of our styles run true to size, but some designs may vary slightly. Please check the specific sizing notes on each product page or contact us for personalized recommendations.

Shipping & Delivery

Q: Where do you ship from?
A: All orders are carefully prepared and shipped from our headquarters in Long Beach, California (1080 Sumner Street, US 90802).
Q: What shipping options are available?
A: We offer two shipping methods:
  • Standard Shipping ($12.95): Processed in 1-2 business days, delivered via DHL or FedEx in 10-15 business days after dispatch
  • Free Shipping: Available for orders over $50, processed in 1-2 business days, delivered via EMS in 15-25 business days after dispatch
Q: Do you ship internationally?
A: Yes! We proudly serve clients worldwide, excluding select remote areas in Asia and other locations. International customers may be responsible for customs duties or taxes.
Q: How can I track my order?
A: Once your order ships, you’ll receive a confirmation email with tracking information. You can use this to follow your package’s journey to your doorstep.

Returns & Exchanges

Q: What is your return policy?
A: We offer a flexible 15-day return policy from the date you receive your order. Items must be unworn, in their original condition, and with all packaging intact.
Q: How do I initiate a return?
A: Please contact our customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for return.
Q: Are return shipping costs covered?
A: Customers are responsible for return shipping costs unless the item received was incorrect or damaged. We recommend using a trackable shipping method.
Q: How long does it take to process a refund?
A: Once we receive your return, please allow 5-7 business days for processing. Refunds will be issued to your original payment method.

Payment & Account

Q: What payment methods do you accept?
A: We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
Q: Is my payment information secure?
A: Absolutely. We use industry-standard encryption to protect all transactions. We never store your full payment details on our servers.
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to track orders more easily and saves your information for future purchases.
Q: I forgot my password. How can I reset it?
A: Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to create a new password.

Customer Service

Q: How can I contact customer service?
A: Our team is available via email at [email protected]. We typically respond within 24-48 hours.
Q: What are your customer service hours?
A: Our team is available Monday through Friday, 9:00 AM to 5:00 PM PST. Emails received outside these hours will be answered the next business day.
Q: Can I cancel or modify my order after placing it?
A: We process orders quickly to ensure fast delivery. If you need to cancel or modify your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t been processed yet.

Still have questions? Our team at Velvettes Shoes Shop is dedicated to providing you with exceptional service. Reach out to us at [email protected] for any additional inquiries.

Ready to step into style? Browse our collections today and experience the perfect blend of confidence, comfort, and timeless elegance.