FAQs
General Questions
• What is the status of my order?
You can check the status of your order using the tracking email sent after your purchase. This email allows you to follow your package throughout the delivery process.
• Can I change my order?
Once an order has been placed and payment has been processed, it is finalized and cannot be modified. Please make sure all details are correct before completing your purchase.
Payment
• What payment methods do you accept?
We currently accept all major Visa and Mastercard credit and debit cards.
• Which currency will I be charged in?
All orders are processed and charged in USD (United States Dollars).
• Do you offer payment plans (3 or 4 installments)?
At this time, we do not offer installment or split payment options.
• Is my payment information secure?
Yes. All payments are processed through secure and encrypted payment systems to ensure your personal and financial information is protected.
Orders
• When will my order be processed?
Orders are typically processed within 1–2 business days after payment is confirmed. Once your order ships, you will receive a tracking email with delivery updates.
• What should I do if my order arrives damaged or incorrect?
If your order arrives damaged or you receive the wrong item, please contact us as soon as possible with your order number and photos so we can assist you.
Shipping
• Where do you ship?
We ship worldwide.
• How long does shipping take?
Estimated delivery time is 5–14 business days, depending on your location.
• Do you offer fast shipping?
We always use the fastest available shipping option. Processing and delivery times may vary slightly depending on order volume and destination.
• How can I track my package?
Once your order ships, you will receive a tracking email allowing you to follow your package throughout the delivery process. You can also track your order anytime through our Track Order page.
• What if I’m not home during delivery?
The courier service may attempt delivery again or leave instructions for rescheduling or pickup, depending on the carrier.
• Will I need to pay taxes or customs fees?
No. The price you see at checkout is the final price, and you will not be required to pay additional taxes or customs fees upon delivery.
Products
• Are your products suitable for all skin types?
Our products are designed to be suitable for most skin types. However, we always recommend reviewing the ingredient list and performing a small patch test before full use.
• How soon will I see results?
Results may vary depending on the product and individual skin type. Many customers notice improvements in hydration, brightness, and smoothness within the first few uses.
Support
• How can I contact customer support?
If you have any questions or need assistance, you can contact our support team through the Contact Us page, or by emailing us at support@velvetsurface.com. We are always happy to help.
Returns
• Do you accept returns?
For information regarding returns and refunds, please refer to our Refund Policy, available in the footer of our website.