FAQs

1. Do I need to set up an account to place an order?

You can shop at Velvet Architect without setting up an account. However, if you register with us, you can enjoy the following benefits:

– Track your orders and past purchases
– Request a return or exchange directly from your account
– Save your address and card details so you can shop quicker next time

2. Is my personal information private?

We take data protection very seriously and your information is only shared with third parties for payment purposes, and where they abide by applicable data protection legislation. Please see our Privacy Policy for more information.

3. What payment methods does Velvet Architect use?

We accept all major credit and debit cards. All payments are processed through a secure checkout system provided by Stripe. Velvet Architect is hosted on a high security server. Anti-fraud checks are conducted by a secure third party payment gateway. We do not handle credit card data.

First-time orders must also be sent to the cardholder’s billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don’t experience any delays to your order, please make sure all your details are entered correctly.

If you would prefer to place an order by telephone, you can call Customer Care on (+44 20 8075 6075) in the hours Monday-Friday 9am-5pm.

4. Can I pay in a different currency?

No, at this time, all orders will be billed in British Pounds.

5. Where does Velvet Architect deliver to?

We offer international and domestic courier shipping with DHL Express.

6. Do you deliver to PO boxes and freight forwarding addresses?

We are unable to deliver to PO boxes and freight forwarding addresses. Please consider having your delivery sent to a different address or to be left with a neighbour.

7. How long does delivery take, and how much does it cost?

All our parcels are dispatched for next day delivery. The cost of delivery is £8.00 for up to 10kg subject to postcode. For international shipping we can advise the price to you before items are sent. Please see our Delivery page for more information.

8. Do I need to sign for my order?

Yes, you need to sign. We hope you will be ready and waiting for your beautiful Velvet Architect garments to arrive. Once your order is dispatched the courier will make contact with you to confirm your delivery details, and whether there are any changes. If you cannot be there, please consider leaving with a neighbour or selecting a different delivery address. If you choose to have the garments delivered without a signature, you will need to accept our terms and conditions and take responsibility for any loss or damage that may occur.

9. Can I change or amend my order once it has been placed?

We can cancel an item, change the size, or edit your billing or shipping details before your purchases have been prepared for dispatch. However, we are unable to combine orders or add pieces to an existing order once it has been placed. If you need to make any amendments, please call customer care on +44 20 8075 6075 for assistance.

10. Can I track my order?

Yes, once your order has been dispatched, you will receive a confirmation email, with details of how to track your order.

11. How do I return or exchange an item?

Making a return or exchange is easy. You have 28 days to decide whether to keep your items.

To arrange your exchange or return, please use the free Returns label that is included in the box with your garments, and simply send back to us. If you have mislaid the label, you can sign in to your Velvet Architect account and select My Orders, under My Account. Click “CREATE EXCHANGE/RETURN” and follow the steps. You will then receive a confirmation email with returns instructions. Please make sure your items are returned new, unused and with all Velvet Architect garment tags still attached.

12. Will I be refunded the full value of my order?

Your refund will be issued to the original payment card used to place the order.

All sales taxes are included in your refund if your order has been sent to a destination within the EU.

Please note that it can take up to 10 business days for the refund to appear in your account.

13. Where do your products come from?

All our materials are sourced from UK and European suppliers, and are designed and manufactured in London.