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FAQ

Does Sasha design 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! She even has taken up tie-dye to make the items she releases truly one-of-a-kind. We at House of Velour also oversee all manufacturing and collaborate directly with our suppliers in New York City, Chicago, Great Falls (Idaho), and Shenzhen (China) to make everything the best possible quality!

 

When will my order ship?

We typically ship products out on Monday and Friday. When a product is newly released, we add extra days to our fulfillment calendar to get you your package ASAP! You will automatically receive a shipping confirmation with your tracking number once it is fulfilled!

Also don't forget to download the Route app (more below) to track the order visually and get push notifications when it is out for delivery and delivered!

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!

 

Package protection and visual tracking now provided by Route!

Since House of Velour is not responsible for any loss, theft, or damage once the package is out of our office and in the hands of the carrier, we highly recommend you opt in to package protection with Route! What is Route you ask? Route is a package protection and tracking solution that gives our customers the best possible delivery experience in two ways...

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. Again, as House of Velour is not responsible for any loss, theft, or damage once the package is in the hands of the carrier, we highly recommend you opt in! 

Purchased Route+ and need to file a claim?​ ​File here

For visual tracking and push notifications on the whereabouts of your order, download the Route app for free!

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers! Dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

 

 

 

Returns & Exchanges

Returns and Exchanges are available for US-based orders only. All orders from outside the US are final sale.

 

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.

Contact Us

If you need to get in contact with us for any reason, please do!

Email: admin@houseofvelour.com

Address: 535 Flatbush Ave, Suite 223, Brooklyn, NY 11225

NightGowns: The Musical

Our first live show in 15 months debuts June 19th! Click for information