FAQ
Frequently Asked Questions
📦 Orders & Shipping
How long does shipping take?
Standard shipping: 7-15 business days. Express shipping: 3-8 business days. You'll receive tracking info within 48 hours of dispatch.
Do you offer free shipping?
Yes! Free standard shipping on all orders over $50 / €50.
Can I track my order?
Absolutely. You'll receive a tracking link via email as soon as your order ships.
Do you ship internationally?
Yes, we ship to 30+ countries worldwide including Germany, Switzerland, Austria, USA, UK, Canada, and Australia.
🔄 Returns & Refunds
What is your return policy?
We offer a 60-Day Money-Back Guarantee. If you're not satisfied, contact us for a full refund — no questions asked.
My item arrived damaged. What do I do?
Email support@velvetglow.com with photos. We'll send a replacement within 24 hours at no cost to you.
💄 Products
Are VelvetGlow products vegan and cruelty-free?
Most of our products are vegan and cruelty-free. Look for the 🌿 icon on product pages. We are committed to expanding our clean beauty range.
How do I know which products are right for my skin type?
Each product description includes a skin type guide. When in doubt, email our beauty advisors at hello@velvetglow.com.
Are the beauty devices safe to use?
All our devices are CE certified and FDA cleared where applicable. Always follow the included instructions.
💳 Payment
What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Klarna (buy now, pay later).
Is my payment information secure?
Yes. All transactions are processed via 256-bit SSL encryption. We never store your payment details.
📧 Contact
How can I reach customer support?
Email: support@velvetglow.com | Response within 2 hours during business days. Live chat available 9am-6pm CET.