FAQ
If you have any questions not listed here, please contact us at support@velaireandsage.com. We’ll be happy to assist you!
What are the shipping times for your products?
We take 2-4 business days to process and ship your order, and then another 5-15 business days for delivery, depending on your location. During busy periods (e.g., Christmas, New Year), please allow up to 10 extra days. We appreciate your patience! If you haven’t received your order within 4-5 weeks, please contact us at the email above for assistance. You can also visit our Shipping page for more details.
Do you deliver within the United States? Is shipping free?
Yes, we offer FREE shipping on all orders within the United States.
Where do you ship your products from?
Our store is based in the United States, and we ship from strategically located fulfillment centers to ensure the best delivery experience.
Do you provide tracking information?
Yes! We provide a tracking number for every shipped order. You will receive an email with your tracking details once your order is dispatched. It may take 3-7 business days for the tracking number to become active. If your tracking number isn’t working after this period, please contact us.
My order arrived incomplete, what should I do?
Some orders may be shipped in multiple packages depending on the items and fulfillment centers. If this happens, the remaining items will arrive shortly after the first shipment.
Where are you located?
Our store is headquartered in the United States, focused on providing the best experience for women shoppers nationwide.
I haven’t received my order yet, what’s causing the delay?
We apologize for the delay. Sometimes shipping can take longer due to customs clearance or high demand. Orders are processed within 4 business days, and delivery usually takes 5-15 business days after shipping. Please check your tracking status or contact us for updates.
Can I cancel my order?
You have up to 12 hours after placing your order to cancel it. After that, if the order has already shipped, you will need to wait for delivery to initiate a return. To request cancellation, return, or exchange, please email support@velaireandsage.com. Returns must be made within 30 days of delivery. Return shipping costs are the customer’s responsibility.
My order arrived damaged or defective, what should I do?
If your order arrives damaged or defective, please contact us within 3 days of delivery so we can arrange a replacement or refund, depending on your preference.
The product color looks different from the website photo, why?
Colors may vary slightly due to monitor settings. If the difference is significant, please contact us and we will work with you to find a solution.
How does sizing work?
All our products have size charts available in centimeters (CM) on the product page. Our sizing follows US/European standards. If you need help choosing the right size, please email your height and weight to support@velaireandsage.com and we’ll be happy to assist.
Will I have to pay customs fees?
Since we operate within the United States, there are no customs fees for domestic orders. For international shipments, customers are responsible for any applicable customs fees.
What payment methods do you accept?
We accept most major payment methods including Visa, MasterCard, American Express, PayPal, and more.
Have another question? How can I contact you?
Please email us at support@velaireandsage.com and we will respond within 1 business day.