FAQ

How can I exchange my item ? 
We exchange items within 30 days after receipt. If you have any difficulty in returning it, do not hesitate to contact our customer service - customer@velancheshop.com. You can also make a request directly via our website if you have already created an account.

 

Has my order been processed?
Upon acceptance of your payment, you are redirected to a payment confirmation page. You will then receive a confirmation email summarizing the details of your order. If you have not received the email, please check your spam folder and contact our service department with the date and amount of the order.

I still haven't received my order, is this normal?
Check that your order has been processed by logging into your VELANCHE account. You will find the state of your order in the history of your orders. By clicking on the tracking number of your order you will be redirected to the website of the service provider you have chosen in order to track your package. If after 10 working days you have not received anything, contact our customer service with your tracking number.

Is it possible to cancel my order?
Once you have received the order confirmation email, you cannot cancel your order. However, you can return the items after receiving them for a refund.

 

What should I do if I have received an incorrect item/size?
If you receive an incorrect item, please contact our customer service department, indicating your order number and the problem you encountered. We will then give you a return number to enable you to proceed with the return.

What should I do if an item is missing from my order?
Check the condition of your package. If it is damaged, send a photo to the customer service to open an investigation with the provider. If your package is not damaged and you are missing an item, please contact our customer service.

 

What do I do if I received a defective item?

VELANCHE pays great attention to the quality of its items. However, if there appears to be a defect, please send a photograph and note of the defect to our customer service team. If customer service deems the item defective, we will send you a free return form and pay for the return shipping costs. We will then send you a confirmation of the ordered article as soon as we receive the returned item. If there is not one in stock, we will issue an immediate refund or can exchange the item for another item with a similar or lesser value.

 

Do I have to create an account to order with you?
Creating an account is not mandatory, but highly recommended.

What if I don't receive your e-mails and newsletters?

 

How can I unsubscribe from the VELANCHE newsletter?
Log in to your account. In the "Information" section, uncheck "I subscribe".

 

The item I am looking for is out of stock. Will it be restocked?
If the item you are looking for is out of stock but will be restocked, you will have the possibility to pre-order it by clicking on the "pre-order" button in the item file, then let us guide you to the payment. In case your item is not available for preorder, you can opt-in to receive a notification when the item is available.

 

 

Do you have a VELANCHE store or a showroom to try on the clothes?
VELANCHE is an online sales site, we do not have our own stores. Please note that a table of measurements as well as a size conversion table is available on the Size Guide page as well as on each item sheet.


PAYMENTS AND DISCOUNTS

How do I pay for my order?
We accept payment via PayPal or credit card (Visa, Mastercard, or Amex are accepted).

After validating my order, when will I be charged?
Once your order is validated and after authorization from your bank, your account will be debited.

Is the payment secure?
The payment is 100% secure. The transactions made on velancheshop.com are secured by the payment system of our partner SHOPIFY PAYMENT. All the information exchanged to process the payment is encrypted thanks to the SSL protocol. This data cannot be detected, intercepted or used by third parties. It is not stored on our computer systems either. When you are asked to enter your credit card number, you can check with your browser that you are in a secure zone. These zones are identifiable thanks to the address which starts with https as well as by a closed padlock or a key at the bottom of your navigator. For your security, the SHOPIFY PAYMENT system checks that the connection with your browser is secure before sending your financial data. SHOPIFY PAYMENT is a service provider, and does not take charge of the disputes related to the orders. Those must be regulated directly with VELANCHE or with your bank. Moreover, we have the 3D secure which makes it possible to avoid fraud by checking the identity of the owner of the bank card. In addition to the credit card number, the expiration date of the card and the three digits of the security code (printed on the back of the card), we will ask you to enter a password, your date of birth or a dynamic code for single use.

I paid by credit card and did not receive a confirmation email?
If the credit card payment worked and you did not receive an order confirmation email within 5 minutes of placing your order, check that the email is not in your spam folder. Bank verification sometimes takes a little longer (security procedures) so the order is not immediately authorized and must be validated manually.

 

Are my banking details kept?
No banking information is stored on our site. Your banking data are directly entered on the secure server of our partner SHOPIFY PAYMENT. The banking information that you give, encrypted on your own computer, will never circulate in clear on the Internet.