FAQ

Does Sasha make the products herself?

Yes indeed! Sasha designs, draws, and creates the production files for everything you see in the store (unless otherwise credited)! From t-shirts and pins to the Velour book, Sasha sees each new item as a special way to share her art with you, and puts a lot of love (and her years of graphic design experience) into it! We collaborate directly with manufacturers in New York, Chicago, Great Falls, and Shenzhen to make everything the best quality.

 

When will my order ship?

Our fulfillment center in Brooklyn typically fulfills orders within 72 business hours (excluding pre-order or pre-sale items) though it may take a little longer. You will automatically receive a shipping confirmation with your tracking number once it is fulfilled!

We are a small business with one part-time employee, so we thank you in advance for your patience! However, if an order has not shipped within a week, please email admin@houseofvelour.com!

 

USPS vs UPS

We want to let our customers know that due to service disruptions related to COVID-19, transit times with USPS vary and are not guaranteed. Additionally, Postmaster General Louis DeJoy's gross mismanagement of the system has furthered those delays. Many of our customers who have chosen USPS for shipment have waited longer than usual for their packages. 

For domestic orders, we advise choosing UPS over USPS, since UPS guarantees delivery. For international shipping, we are only sending via UPS for the foreseeable future. We understand that USPS is often a less-expensive option when choosing a shipping provider, but we wanted to alert you to the current situation so you can make an informed decision!

 

Returns & Exchanges

Following CDC guidelines, HOV is temporarily suspending returns and exchanges of all orders at this time to protect ourselves and our customers from COVID-19. If you need to cancel your order for any reason, please contact admin@houseof velour.com within 24 hours of your purchase. Once an order has been shipped out, we unfortunately cannot issue a refund. If an item has been in transit longer than the expected or was potentially lost in transit, please reach out to admin@houseofvelour.com and we will see what we can do!

 

Duties and Customs for Packages Shipped Outside the US

Occasionally, our customers outside of the US are asked to pay customs and duty charges on their packages by their local postal service (this happens most often for our UK customers). We understand that it is frustrating to incur a charge you weren’t expecting, but it is unfortunately out of our control and the customer will be financially liable for the charge. Some larger companies build these estimated charges into the price of the item, spreading that cost out to all of their customers. But in order to keep prices down and make Sasha’s work accessible to the largest group of people, we do not do this. 

If you have received a duty or customs card in the mail but have not received your package, please check in with your local postal facility and pay the duty, as your package is most likely being held there and will not be released until it has been paid.



Making Changes to Your Shipping Address

If you made an error or need to adjust your order, please email us at admin@houseofvelour.com as soon as possible after your purchase, including your order number in the subject line. If we don’t hear from you before your order is shipped, there probably won’t be anything we can do. 

When checking out, please be sure to fill out ALL sections of the shipping address. Orders missing FULL information may be held at your local postage facility or returned back to our fulfillment center.

Now fulfilling from Australia!

For fans living in Australia, New Zealand, Japan, and other Asian countries, House of Velour has paired up with Merch Mother to fulfill specific items from Australia! Click here to check it out!