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Velvix Support

Stay updated on the status of all your company's support tickets.

Customer portal

 – Check our website for ongoing deals.

 – Subscribe to get exclusive discounts.

 – New customers may receive a special promo code.

 – Watch out for discounts during major sales events.

Tip: Some discount codes apply automatically at checkout, while others need to be entered manually.

1️⃣ Add items to your cart and proceed to checkout.

3️⃣ Enter your discount code and click 

4️⃣ The discount will be reflected in your total amount.

Important: Only one coupon code can be used per order unless stated otherwise.

Ensure the minimum order value requirement is met.

Check if you’ve already used the code before (some are single-use).

1.Can I use multiple coupons on the same order?

No, only one coupon code can be applied per order.

2.Do discount codes work on all products?

Some codes exclude sale items or certain categories. Check the terms before applying.

3.Why was my promo code removed at checkout?

If the code expired or didn’t meet the conditions, it will be removed automatically.

 apply to gift cards or already discounted items.

5.How can I get notified about future discounts?

Subscribe to our emails and SMS alerts to receive exclusive promo codes.

How to Apply Discount Codes and Coupons

You’ll receive tracking updates at every stage.

Click the tracking link in your email/SMS for real-time status.

 Your order is confirmed and being packed.

 Your order is on its way. A tracking link is available.

Tip: If you miss the delivery, the courier will attempt redelivery the next day.

Why is my tracking info not updating?
Tracking updates can take up to 

. If it doesn’t update after that, contact support.

Can I change my delivery address after shipping?
No, once shipped, the address cannot be changed.

My order says “Delivered,” but I haven’t received it. What should I do?
Check with your neighbors or building security. If still missing, contact our support team.

What if my order is delayed?
Sometimes, delays happen due to high demand or weather conditions. Check your tracking details for updates.

Do all items in my order arrive together?
If you ordered multiple items, they might be shipped separately. You’ll receive separate tracking details.

How to Track Your Order Status

only if it hasn’t been processed for shipping

. Once shipped, cancellation is no longer possible, but you may request a return after delivery.

 – If the option is available, confirm the cancellation.

 – You’ll get an email confirming the cancellation and refund process.

Tip: If the cancellation option isn’t available, the order is already being processed and cannot be stopped.

Modifications such as changing the delivery address, adding/removing items, or updating payment details are only possible before the order is processed.

 If the order isn’t processed, update payment details under 

Will I get a full refund after canceling?
Yes, for prepaid orders, the full amount will be refunded to your original payment method.

What if I miss the cancellation window?
If the order has already shipped, wait for delivery and initiate a return.

How long does a refund take after cancellation?
Refunds are processed within 

Can I cancel part of my order instead of the whole order?
Partial cancellations are only available for certain products. If not, you may need to cancel the entire order and reorder.

What if I ordered the wrong item?
If cancellation isn’t possible, you can return the item after receiving it.

How to Cancel or Modify an Order

address modifications depend on the logistics provider and the package’s status

. Some carriers allow changes before the item reaches the final delivery hub, while others may require you to pick it up from a local facility.

Situations Where Address Changes Are Not Allowed

Can I change my delivery address after the package is shipped?

 Some carriers allow it, but it depends on the package’s status.

 Check the courier’s website or app for options like “Hold at Facility” or “Pickup Request.”

What if my package was delivered to the wrong address?

 Contact the carrier immediately to investigate and retrieve the package.

Will I be charged for changing my address?

 Some logistics providers may charge a rerouting fee.

Can I update my address for all future shipments?

 Yes, updating your default address in your online shopping accounts can help avoid future issues.

How to Change Your Delivery Address After Placing an Order

A package may be marked as "delivered" but not received, or it may have gone missing in transit. If this happens, follow these steps to 

Common Reasons for Missing Packages and Solutions

What should I do if my package is stolen?

 File a police report and check if the retailer or courier offers compensation.

How long should I wait before reporting a lost package?

 If it’s been more than 48 hours since the expected delivery, contact the carrier.

 Many retailers and couriers offer refunds or replacements for lost shipments.

 Contact the courier immediately to check if retrieval is possible.

Is lost package coverage included in all shipments?

 Some services include basic insurance, while others require additional coverage.

How to Handle a Missing or Lost Package

Please note that you will not receive your invoice with your package as we work paperless.

If you need to get your order invoice or modify your order's billing address, please get in touch with us via chat or email and we will provide or amend the information for you.

Remember to give us all the details before contacting us if you need any modifications from us so that we can carry them out as soon as possible!

How do I consult or update the billing information on my order?

We apologize for any inconvenience caused by receiving a faulty item. To assist you promptly, please reach out to us via the email used for your order and provide the following details:

the damage or breakage is clearly visible

4. Photo showing the state of the product's 

 (a 2-letter, 4-number code in gold, visible on the sole or inner lining of the shoe)

If you need help finding the product traceability number, go ahead and consult our 

Once we receive these images, we will assess the incident and work diligently to resolve the issue. Please upload all images in a single zip folder through our contact form. 

If you already requested a return in our return platform, you will see that a label is not generated as we need the additional information requested above in order to move on with your request.

Your cooperation is appreciated, and we aim to assist you promptly.

I received a faulty item, what should I do?

We apologize if you have received an item different from the one you ordered, whether it's the wrong product or size. To address this issue, please provide the following details: 

1. Confirm the condition of the package you have received.

2. Send us photos showing the received product as well as pictures of the label(s)

Once we verify the mistake, we offer you the following options:

If the correct product is available in stock, we'll arrange a replacement.

Given our on-demand business model, immediate availability might not always be possible. In case the item is available for pre-order, 

we'll inform you of the shipping date, so you can confirm whether you’re happy to wait.

If neither of these options applies, we'll initiate a return process.

 Once the incorrect item is returned, we'll transfer the corresponding amount to a gift card you can redeem online. 

Rest assured, You may return the incorrect product at no cost: the return is free for you, and if that’s the case, we'll happily dispatch the correct item at no extra charge.

As a company, we strive to diligently inspect all shipments to prevent such occurrences. We highly appreciate your patience as we work to resolve this issue for you promptly.

What should I do if I received the wrong item?

We're glad you're interested in our pre-ordered products. Pre-ordered items are made on demand, which means they are produced following your purchase. This sustainable approach ensures we produce only the items that are requested, preventing overproduction and waste.

As specified in the confirmation email and the order status, 

pre-ordered items have an estimated shipping window

. Shipments for these items are planned to start on a specific date, and there is a 10-day shipping window. For example, if the estimated start date is June 23, shipping would be completed by July 3.

You can view your order details in your order confirmation email. Once your item is ready to leave our warehouse, you will receive a shipping confirmation email with tracking information.

If you don't receive any updates by a certain date (e.g., early July for the example above), please reach out to us, and we will check the status of your order, however most probably we would have already reached out to you to give you an update. As soon as we produce the product for you, after and not before the order submission, the timeline may slightly vary.

Please note if you have multiple products in your order, we will send the full order when all the items are ready, so at the latest on-demand date. This applies to both orders with different on-demand products and dates but also orders with products both in stock and pre-order. For additional information on order delivery, please consult 

Order Related