FAQ

Orders

Can I change or cancel my order?
We process orders quickly — if you need to make a change, email hello@velou.com within 2 hours of placing your order. After that, your order may already be packed and ready to ship.

Do you offer gift wrapping?
Yes — add a gift message at checkout and we'll wrap it in our signature ivory tissue paper with a hand-tied ribbon. €4.95 per order.

Sizing & fit

How does your sizing run?
True to size with a regular fit. If you're between sizes we recommend sizing down for a more fitted silhouette. See our full Sizing Guide.

Is the fabric stretchy?
Most of our pieces have a subtle 4-way stretch for comfort. Corset and structured styles are non-stretch — consider sizing up if you prefer room to move.

Shipping

When will my order ship?
All orders leave our Amsterdam warehouse within 24 hours on business days. You'll get a tracking link the moment it ships.

Do you ship internationally?
Yes — to over 60 countries worldwide. See our Shipping & Delivery page for rates and timelines.

Will I be charged customs fees?
EU orders are shipped duty-paid. Outside the EU, your local customs office may charge import duties at delivery — these vary by country.

Returns

How do I return an item?
Email returns@velou.com with your order number. We'll send you a prepaid return label within 24 hours. Full details on our Returns & Exchanges page.

How long do refunds take?
Refunds are processed within 5–7 business days of us receiving the return.

Can I exchange for a different size?
Yes — exchanges ship free within the EU. We'll hold your new item for 7 days while the original is in transit back.

Care & product

How should I care for my VELOU pieces?
We recommend hand washing cold or dry cleaning to preserve fabric quality. Each piece has specific care instructions on its label.

Where are VELOU pieces made?
Designed in Amsterdam and produced by carefully selected European and Asian ateliers with fair-labour certifications.