Customer Care
Shipping
& Returns
We partner with trusted global carriers to deliver your Velour orders with care. Every order is handled with precision — because what arrives at your door should feel as special as the moment you ordered it.
Shipping Rates & Times
| Order Value | Method | Estimated Delivery | Cost |
|---|---|---|---|
| Under $100 | Standard International | 8–20 business days | $12.99 |
| $100 and over | Standard International | 8–20 business days | FREE |
Order Processing
Orders are processed within 1–3 business days after payment is confirmed. You'll receive a confirmation email immediately, and a second email with tracking details once your order has shipped.
Orders placed on weekends or public holidays will begin processing on the next business day. During peak periods (holidays, launches) processing may take an additional 1–2 days.
International Orders
We currently ship to the United States and select international destinations. International customers are responsible for any customs duties, taxes, or import fees that may apply upon delivery. These charges are determined by your local customs authority and are outside our control.
Velour is not responsible for delays caused by customs clearance processes.
Return Policy
We want you to love every Velour purchase. If you're not completely satisfied, you may return eligible items within 30 days of delivery for a full refund to your original payment method.
Items must be: unused, in original condition, and in original packaging. Opened beauty and skincare products cannot be returned for hygiene reasons, unless the item arrived damaged or defective.
Contact Us
Email us at velour@surgepulse.org with your order number and reason for return. We'll respond within 1–2 business days.
Ship It Back
Pack the item securely in its original packaging and ship it to the address we provide. Return shipping costs are the customer's responsibility unless the item was defective.
Receive Your Refund
Once we receive and inspect the return, your refund will be processed within 5–7 business days to your original payment method.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at velour@surgepulse.org with photos of the item and packaging. We'll arrange a replacement or full refund at no cost to you.
