Contact information

 

Contact Information Policy

Last Updated: August 2026

At VELVRA, we aim to provide customers with a clear and reliable way to contact us regarding orders, products, payments, shipping, returns, and general support.

This Contact Information Policy explains our official communication channels and how customers should contact VELVRA.

1. Official Customer Support Email

Our official customer support email address is:

info@velvraeg.shop

Customers should use this email for all official inquiries related to:

  • Existing orders

  • Order status

  • Shipping and tracking

  • Product information

  • Size questions

  • Payment inquiries

  • Returns and refunds

  • Exchanges and replacements

  • Damaged or defective products

  • Missing or incorrect items

  • Order cancellations

  • Website or checkout issues

  • General customer support

For order-related inquiries, please include your order number whenever possible.

2. Information Required for Order Support

To help us identify and resolve your request efficiently, please provide:

  • Your order number

  • Name used when placing the order

  • Phone number or email associated with the order

  • A clear description of your request

  • Photos or videos where relevant

For damaged, defective, incorrect, or incomplete orders, we may require photographs or videos before approving a return, replacement, or refund.

Failure to provide sufficient information may delay our ability to review your request.

3. Response Time

VELVRA aims to respond to customer support emails within approximately:

24–48 business hours

Response times may be longer during:

  • Public holidays

  • Promotional campaigns

  • Sales periods

  • High-demand periods

  • Unusually high support volumes

Sending multiple emails regarding the same issue may not result in a faster response.

4. Official Communication

Email is the primary official communication channel for customer support.

Important information concerning your order may also be sent using the contact information provided at checkout, including:

  • Order confirmations

  • Shipping updates

  • Tracking information

  • Delivery notifications

  • Payment-related notices

  • Order verification requests

Customers are responsible for ensuring that the email address and phone number provided at checkout are accurate and accessible.

5. Social Media Communication

VELVRA may operate official social media accounts for marketing, product announcements, and general communication.

However, social media messages, comments, or replies should not be relied upon as the official channel for formal order claims, refunds, returns, exchanges, or disputes.

For any issue requiring official review or documentation, customers should contact:

info@velvraeg.shop

Communication with unofficial accounts, fan pages, impersonators, or third parties is not considered communication with VELVRA.

6. Order Verification

For certain orders, VELVRA may contact customers to verify information before production or shipping.

Verification may include confirming:

  • Customer name

  • Phone number

  • Delivery address

  • Product selection

  • Size

  • Quantity

  • Payment information

  • Cash-on-delivery confirmation

If required verification cannot be completed, VELVRA may delay, place on hold, or cancel the order where reasonably necessary.

7. Customer Responsibility

Customers are responsible for providing accurate and complete contact information when placing an order.

VELVRA is not responsible for communication or delivery problems caused by:

  • Incorrect email addresses

  • Incorrect phone numbers

  • Inactive contact information

  • Full or inaccessible email inboxes

  • Customer failure to review messages

  • Spam or email filtering settings

  • Incorrect information submitted during checkout

Customers should contact us as soon as possible if they discover an error in their contact information.

8. Fraudulent or Suspicious Communications

Customers should be cautious of individuals or accounts pretending to represent VELVRA.

VELVRA will never ask customers to provide passwords or other unnecessary confidential account credentials through unsolicited messages.

If you receive suspicious communication claiming to be from VELVRA, contact:

info@velvraeg.shop

before taking further action.

VELVRA is not responsible for payments or information provided to unauthorized third parties pretending to represent the brand.

9. Support Conduct

VELVRA is committed to communicating professionally with customers.

We expect customers to communicate respectfully with our support team.

We reserve the right to restrict communication in cases involving:

  • Threats

  • Harassment

  • Abusive language

  • Spam

  • Fraudulent claims

  • Repeated misuse of support channels

This does not affect any mandatory consumer rights available under applicable law.

10. Business and Collaboration Inquiries

Business, partnership, wholesale, collaboration, media, or other professional inquiries may also be submitted to:

info@velvraeg.shop

Please clearly state the purpose of your inquiry in the subject line.

11. Changes to Contact Information

VELVRA may update its official contact information from time to time.

The most current contact information published on our official website should be considered the valid contact information for VELVRA.

Customers should avoid relying on outdated contact details published by third parties.

12. Relationship With Other Policies

This Contact Information Policy should be read together with our:

  • Terms of Service

  • Shipping & Delivery Policy

  • Refund, Return & Exchange Policy

  • Privacy Policy

Requests involving shipping, cancellations, refunds, exchanges, or returns remain subject to the applicable policy.

13. Contact VELVRA

For customer support, order assistance, or general inquiries:

Email: info@velvraeg.shop

For faster assistance with an existing order, please include your order number and a clear explanation of your request.

VELVRA