Help centre
Frequently asked questions
Quick answers about shipping, returns and your order.
Where do you ship?
We ship to the United States, the United Kingdom, Canada and New Zealand.
How long does delivery take?
Orders are processed in 1–2 business days and delivered in 5–8 business days with tracking.
How much is shipping?
Standard tracked shipping is $5.99 in the US and the equivalent in your local currency in the UK, Canada and New Zealand. The exact amount is shown at checkout.
How do I track my order?
You will receive your tracking number by email once your order ships. Use it on our Track Your Order page.
Can I return my order?
Yes. You can request a return within 30 days of delivery for unused items in their original condition. See our Refund Policy.
What if my item arrives damaged or is wrong?
Contact us within 7 days of delivery with your order number and photos, and we will offer a replacement or a refund.
How do I choose my shoe size?
Check our Size Guide for EU, US and UK conversions. If you are between sizes or unsure, email us before ordering and we will help.
Can I change or cancel my order?
Yes, free of charge before it ships. Contact us as soon as possible with your order number.
Is checkout secure?
Yes. All payments are processed through an encrypted, secure checkout. We never see or store your full card details.
How can I contact you?
Email contact@velvavale.com or call +1 (575) 252-5276. We reply within 24–48 hours on business days.
Velvavale
7138 Mount Adams, Wellington, CO 80549, United States
Email: contact@velvavale.com · Phone: +1 (575) 252-5276