Customer Service

At Velvora Customs, every order is crafted with precision to match your unique specifications. We’re committed to delivering high-quality, personalized products as quickly as possible. Below, you’ll find everything you need to know about our processing and shipping timelines.

Order Processing Time

Standard Processing:

Orders typically take 5-10 business days to be crafted before they are ready for shipment.

Processing time does not include shipping time, which varies based on the delivery method chosen at checkout.

⚠️ Peak Season Notice: During busy periods (such as holidays), processing times may be slightly extended due to high demand.


Expedited Processing:

Need it sooner? Select Expedited Processing to have your order ready to ship within 3 business days.

⚠️ Important: This only speeds up production time, not the shipping duration.


Estimated Shipping Times

Once your order has been processed, delivery times depend on your location and the shipping carrier. Below are general estimates:

United States: 2-5 business days

Canada: 1-2 weeks

International: 2-3 weeks (Customs clearance may sometimes cause additional delays.)


Additional Shipping Information

Carrier Responsibility: Once your order leaves our facility, it is in the hands of the shipping carrier. Delivery times may vary based on their handling.

International Orders: Customs processing can sometimes delay international shipments. Please allow extra time for clearance when ordering from outside the U.S.

Address Accuracy: Double-check your shipping details before placing an order. Incorrect addresses or missed deliveries may lead to delays.


⚠️ Reminder: Processing begins only after all order details are confirmed, including any necessary approvals or revisions.

Tracking Status – "In Transit"

If your tracking status remains “In Transit” for an extended period, here’s what you should know:

For International Orders: Customs processing may slow down delivery, especially during high-traffic seasons. Contact the carrier with your tracking number for updates.

For U.S. Orders: If your package is still listed as “In Transit,” it is moving through the carrier’s system. You can track it via the link provided in your email or contact the shipping provider for more details.


Need Help?

We’re here to assist! If you have questions about your order status, feel free to contact us at info@velvoracustoms.com

. Below, you’ll find important details regarding shipping costs, extra charges, and our refund policy.

Customer Responsibility for Shipping Fees

All shipping fees are the responsibility of the customer. This includes:

Initial Shipping Fees: The cost of shipping your order from Velvora Customs to your location, including any additional charges imposed by the shipping carrier.

Import & Customs Fees (For International Orders): If your order is being shipped outside the United Kingdom, your country’s customs agency may charge import duties or taxes. These fees are determined by local customs and must be paid by the recipient.


Additional Charges & Liability

Velvora Customs is not responsible for any additional fees that may arise after your order has been shipped, such as:

Post Office & Carrier Fees: Some carriers or post offices may charge extra fees for package handling, storage, or delivery adjustments.

Address Modifications & Storage Fees: If a delivery requires changes to the shipping address or is held by the carrier for an extended period, additional charges may apply.


⚠️ Please Note: These charges are separate from the shipping fee you pay at checkout and may vary depending on the carrier or destination country.

Non-Refundable Shipping Fees

All shipping fees are non-refundable, including:

Initial Shipping Costs: Once an order has been shipped, the original shipping fee cannot be refunded, even if the order is later canceled or returned.

Return Shipping Fees: If you return an item, you are responsible for the return shipping cost, which is also non-refundable.


Need Assistance?

If you have any questions regarding shipping costs or additional charges, our team is happy to help! Reach out to us at info@velvoracustoms.com and we’ll be glad to assist you.

At Velvora Customs, we love helping you create truly unique designs! If you’d like to use multiple images in your custom order, follow the guidelines below to ensure the best visual outcome.

Submitting Multiple Images

Create a Collage: To include multiple images in your design, we recommend arranging them into a single collage (up to 4 images) before uploading. This ensures a clean, cohesive layout for your final product.

Additional Placements: If you want more than one image placed in different areas or separate designs on one item, an extra fee of £30 per placement will apply.

Special Requests: Have specific customization instructions? Add them in the order notes at checkout, and our team will review your request. If we need clarification, we’ll reach out to you!


Still Need Help?

If you have questions about using multiple images or need assistance with your design, contact us at info@velvoracustoms.com

We’re here to bring your vision to life!

1. If you would like extra background elements included, please select the background option on our website for an additional £10. This will allow us to incorporate extra details for a more personalized touch.
2. Order Notes: Include specific notes on how you’d like the images combined. Detailed instructions help us align closely with your preferences and ensure your custom design meets your expectations.

Need Assistance?

If you have questions or need guidance on combining images, feel free to reach out to us at info@velvoracustoms.com

We’re here to help make your custom design experience as smooth as possible!

We want to ensure your design perfectly aligns with your vision.

Our Outline Approval option lets you review and approve your design outline before production begins. Here’s how the process works:

How Outline Approval Works

1. Outline Preview: Once your design outline is ready, our team will email you a digital preview for your review. This preview gives you an opportunity to see how your design will look and request any adjustments if needed.
2. Revisions: You may request up to 3 revisions to your outline at no additional cost. Our goal is to ensure you’re happy with the design before it moves into production.
3. Simplifications: To maintain the quality and integrity of your design, some minor details may need to be simplified. Simplifications ensure that the final product is both durable and visually appealing.

All picture changes incur a £20 fee (the approval fee service only applies to the original attached picture).

Extra features not listed on the website may be subject to additional charges

Need Assistance?

If you have any questions about the Outline Approval process or need further clarification, please don’t hesitate to reach out to us at info@velvoracustoms.com We’re here to make sure your custom piece meets your expectations!

We love bringing unique details to life! If you’d like to include intricate elements like tattoos, jewellery, or other small features, please review our guidelines to ensure the best possible embroidery results.

Guidelines for Small Details

Detail Limitations:

While we strive to capture every unique element, some intricate details may need to be simplified in embroidery to maintain quality and durability. This is especially important for very fine or tiny details.


Order Notes:

To help us align with your vision, please specify any important details in the order notes at checkout. Clear instructions ensure we get as close to your expectations as possible.


Size Considerations

Keep in mind that very small details may not translate perfectly into thread. In some cases, a simplified outline may be necessary to ensure the final product looks clean and professional.



Need Assistance?

If you have any questions about adding intricate details or need advice on achieving the best embroidery outcome, feel free to reach out to us at info@velvoracustoms.com We’re here to make your custom design as detailed and personalized as possible!