Frequently Asked Questions

Velvet Avenue — U.S. & Canadian Support

How can I contact Velvet Avenue?

You can reach our customer support team at info@velvet-avenue.com. We typically respond within 24–48 hours, Monday through Friday.

Can I modify or cancel my order?

To ensure fast delivery, changes or cancellations must be requested within 12 hours of placement. After this window, the order is likely already in processing and cannot be modified.

Which payment methods do you accept?

We accept VISA, Mastercard, American Express, Apple Pay, Google Pay, and PayPal. All transactions are securely encrypted.

Are there hidden customs fees or duties?

No. We ship on a DDP (Delivered Duty Paid) basis. The price at checkout is final—Velvet Avenue covers all import duties and taxes so you won't face extra charges upon delivery.

How long does delivery take within Canada?

• Processing: 1–3 business days.
• Shipping: 7–10 business days.
• Total Estimated Time: 8–13 business days.

Where are products shipped from?

To offer the latest trends at the best prices, we ship from our international fulfillment centers directly to your doorstep in Canada.

How do I return an item?

Email us at info@velvet-avenue.com to start a return. Please note that our Ottawa office is administrative only; all returns must be sent to our Richmond, BC facility after authorization.

What if my item arrives damaged?

If you receive a defective or incorrect item, contact us immediately with your order number and photos of the damage. We will arrange a replacement or full refund at no cost to you.

When will I get my refund?

Refunds are processed within 7 business days once your return is received and inspected at our Richmond processing center.

Secure Shopping

We prioritize your privacy and security. All data is handled in accordance with Canadian privacy laws (PIPEDA).

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