Question 1

What is your return policy?

Accepted Answer

We offer a 30-day return policy from the date of confirmed delivery. Items must be unworn, unwashed, in their original packaging, and with all tags attached. Once we receive and inspect the returned item, your refund will be processed within 5-7 business days.

Question 2

Which browsers are supported?

Accepted Answer

Our website works on all modern browsers including Google Chrome, Mozilla Firefox, Apple Safari, and Microsoft Edge. For the best experience, we recommend using the latest version of your browser. Older browsers like Internet Explorer are not supported.

Question 3

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) through our secure payment processor, Stripe. All transactions are encrypted and PCI-compliant for your security.

Question 4

Do I need an account to make a purchase?

Accepted Answer

No, you can purchase as a guest without creating an account. However, creating an account gives you benefits like order tracking, faster checkout, order history, and exclusive member offers.

Question 5

How long does standard shipping take?

Accepted Answer

Standard shipping typically takes 7 to 15 business days depending on your country and location. Processing time is 1-3 business days before your order ships. You'll receive a tracking number once your order has been dispatched.

Question 6

How do I find my correct size?

Accepted Answer

Every product page includes a detailed size guide. Simply click on the size guide link on any product page to see measurements and conversion charts. The size guide automatically adjusts based on your country to show the most relevant size system (US, EU, UK, etc.).

Question 7

What is Velvet Warm?

Accepted Answer

Velvet Warm is a premium comfort footwear brand specializing in slippers, house shoes, sandals, and casual footwear. We offer a curated collection of over 66 products designed for maximum comfort, crafted with carefully selected materials and shipped worldwide.

Question 8

What categories of footwear do you carry?

Accepted Answer

We carry 10 categories of comfort footwear:

1. Plush & Cozy Slippers
2. Classic House Slippers
3. Cozy Scuff Slippers
4. Modern Slides & Clogs
5. Indoor-Outdoor Moccasins
6. Casual Sneakers
7. Flip-Flops
8. Sandals
9. Water Shoes
10. Children's Collection

Question 9

How many days do I have to return an item?

Accepted Answer

You have 30 days from the date your order is confirmed as delivered to initiate a return. Returns requested after the 30-day window will not be accepted. We recommend initiating the return process as soon as you decide the product isn't right for you.

Question 10

Is there a mobile app?

Accepted Answer

We don't currently have a dedicated mobile app. However, our website is fully responsive and optimized for mobile devices. You can browse, shop, and manage your account from any smartphone or tablet browser with the same great experience as on desktop.

Question 11

Do you offer free shipping?

Accepted Answer

Yes! We offer free shipping on all orders over $30 USD. Orders under $30 are subject to a shipping fee based on your destination country.

Question 12

How do I create an account?

Accepted Answer

Creating an account is easy:

1. Click the "Sign Up" button in the top menu
2. Enter your email address
3. Choose a password (minimum 6 characters)
4. Verify your email address via the confirmation link

That's it! You can then log in and start shopping.

Question 13

What types of products do you sell?

Accepted Answer

We sell a wide range of comfort footwear including plush and cozy slippers, classic house slippers, cozy scuff slippers, modern slides and clogs, indoor-outdoor moccasins, casual sneakers, flip-flops, sandals, water shoes, and a dedicated children's collection.

Question 14

How many products do you currently offer?

Accepted Answer

We currently offer over 66 products across our 10 footwear categories. Our collection is regularly updated with new styles and seasonal designs. Check our Products page to browse the full catalog.

Question 15

Is there a size guide available?

Accepted Answer

Yes! A comprehensive size guide is available on every product page. It includes size conversions for different regions (US, EU, UK, CM) and is automatically displayed based on your country. You can also find foot measurement instructions to help you determine the best fit.

Question 16

Is my payment information secure?

Accepted Answer

Absolutely. All payments are processed through Stripe, one of the world's most trusted payment processors. Your card details are encrypted and never stored on our servers. Stripe is PCI DSS Level 1 certified, the highest level of security certification available.

Question 17

How can I contact customer support?

Accepted Answer

You can reach us through multiple channels:

• Email: contact@velvetwarm.com or hello@velvetwarm.com
• WhatsApp: +1 (220) 207-7611
• Contact form on our website

We typically respond within 24-48 hours during business days.

Question 18

Do sizes vary by country?

Accepted Answer

Yes, sizing systems differ across countries. That's why our size guide provides conversions between US, EU, UK, and centimeter measurements. Our website automatically shows the size guide relevant to your country so you can easily find your match.

Question 19

Do you accept PayPal?

Accepted Answer

PayPal is not currently available as a payment option at checkout. We accept credit and debit cards through Stripe. However, refunds may be processed via PayPal in certain circumstances. We may add PayPal as a checkout option in the future.

Question 20

Are any products suitable for outdoor use?

Accepted Answer

Yes! Several of our product categories are designed for both indoor and outdoor use, including indoor-outdoor moccasins, casual sneakers, slides and clogs, water shoes, sandals, and flip-flops. Each product page indicates whether the item is suitable for outdoor wear.

Question 21

What is the free shipping threshold?

Accepted Answer

Free shipping is available on orders totaling $30 USD or more. This threshold applies to all destinations worldwide. Orders under $30 will have shipping calculated at checkout based on your country.

Question 22

Is the website optimized for mobile devices?

Accepted Answer

Yes! Our website is fully responsive and designed to work beautifully on all screen sizes — smartphones, tablets, laptops, and desktops. The interface automatically adjusts for the best possible experience on your device.

Question 23

What are the benefits of having an account?

Accepted Answer

Account holders enjoy several benefits:

• View full order history and status
• Track shipments from your dashboard
• Faster checkout with saved information
• Receive personalized product recommendations
• Access exclusive member promotions
• Manage your profile and preferences

Question 24

What condition must items be in for a return?

Accepted Answer

To be eligible for a return, items must be:

• Unworn and unwashed
• In original packaging
• With all tags still attached
• Free from odors, stains, or damage

Items that don't meet these conditions will be returned to you at your expense.

Question 25

What size systems do you show (US, EU, UK)?

Accepted Answer

Our size guides include US, EU (European), UK, and CM (centimeter) measurements. The guide is displayed based on your country by default, but you can view all size systems on the product page to compare and find the best fit.

Question 26

How do I reset my password?

Accepted Answer

To reset your password:

1. Go to the Login page
2. Click "Forgot Password"
3. Enter the email address associated with your account
4. Check your email for a password reset link
5. Click the link and create a new password

If you don't receive the email, check your spam folder or contact support.

Question 27

Can I pay with a debit card?

Accepted Answer

Yes, we accept debit cards with Visa, Mastercard, or other major card network logos. The payment process is the same as with a credit card. The amount will be deducted directly from your bank account.

Question 28

Do you ship internationally?

Accepted Answer

Yes, we ship worldwide! We deliver to customers in the United States, Europe, Asia, South America, and many other regions. Shipping rates and delivery times vary by destination. International customers may be responsible for customs duties and import taxes.

Question 29

What items are NOT eligible for return?

Accepted Answer

The following items cannot be returned:

• Worn, washed, or damaged items
• Items without original packaging or tags
• Custom or made-to-order items
• Items returned after the 30-day window
• Items purchased through TikTok Shop (governed by TikTok's own return policy)
• Bulk wholesale orders (subject to our wholesale return policy)

Question 30

What materials are your products made from?

Accepted Answer

Our products are primarily crafted with TPR (Thermoplastic Rubber) soles for durability and grip, and velvet suede uppers for a soft, premium feel. Depending on the style, you may also find:

• Memory foam insoles for superior comfort
• Plush fleece and faux fur linings for warmth
• Breathable mesh for water shoes and sneakers
• EVA midsoles for lightweight cushioning

The sole is TPR across most of our collection, and the upper is mostly velvet suede. Specific materials are listed on each product page.

Question 31

The website is not loading properly — what should I do?

Accepted Answer

If the website isn't loading properly, try these steps:

1. Clear your browser cache and cookies
2. Try a different browser
3. Check your internet connection
4. Disable browser extensions that might interfere
5. Try accessing the site in incognito/private mode

If the problem persists, contact us at contact@velvetwarm.com with details about the issue.

Question 32

What are your customer support hours?

Accepted Answer

Our support team is available during standard business hours (Monday to Friday). We aim to respond to all inquiries within 24-48 hours. For urgent matters, WhatsApp tends to get the fastest response.

Question 33

What countries do you ship to?

Accepted Answer

We ship to most countries around the world. During checkout, you'll see a list of available shipping destinations. If your country is not listed, please contact us at contact@velvetwarm.com and we'll try to arrange delivery for you.

Question 34

How quickly will I get a response from support?

Accepted Answer

We typically respond within 24-48 hours for email inquiries. WhatsApp messages usually receive a faster response. During peak seasons or sales events, response times may be slightly longer, but we always aim to address your concerns as quickly as possible.

Question 35

Why are images not loading?

Accepted Answer

If product images aren't loading, it could be due to:

• Slow internet connection
• Browser caching issues — try clearing your cache
• Ad blockers or browser extensions blocking image loading
• Temporary server issue — try refreshing the page

If images consistently don't load, please contact us so we can investigate.

Question 36

How do I care for my slippers?

Accepted Answer

For most plush and fleece slippers:

• Spot clean with a damp cloth and mild soap
• Air dry away from direct heat or sunlight
• Do not machine wash unless the product label says otherwise
• Use a soft brush to restore the nap on plush materials
• Store in a cool, dry place when not in use

Question 37

What currency are all transactions processed in?

Accepted Answer

All transactions are processed in US Dollars (USD). If you're paying from a different currency, your bank or card issuer will convert the amount at their current exchange rate. Some banks may charge a small foreign transaction fee.

Question 38

Can I change my email address?

Accepted Answer

To change the email address associated with your account, please contact our support team at contact@velvetwarm.com from your current registered email. For security reasons, we need to verify your identity before making changes to your account email.

Question 39

What if I'm between two sizes?

Accepted Answer

If you fall between two sizes, we generally recommend sizing up for a more comfortable fit. Slippers and house shoes are meant to feel relaxed and cozy, so a slightly larger size is usually more comfortable than a tight one.

Question 40

Who pays for return shipping?

Accepted Answer

Return shipping is the customer's responsibility in most cases. However, if you received the wrong item or a defective product, we will cover the return shipping cost. Contact us first to get return authorization before shipping anything back.

Question 41

Will I be charged sales tax?

Accepted Answer

Sales tax may apply depending on your location and local tax laws. Any applicable taxes will be calculated and displayed at checkout before you complete your purchase. International orders may also be subject to import duties and VAT in your country.

Question 42

What languages does the website support?

Accepted Answer

Our website is available in 7 languages: English, Spanish (Español), German (Deutsch), French (Français), Portuguese (Português), Simplified Chinese (简体中文), and Traditional Chinese (繁體中文). You can switch languages using the language selector in the website header.

Question 43

How do I care for leather or suede products?

Accepted Answer

For leather and suede footwear:

• Use a suede brush to remove dirt and restore texture
• Apply a suede protector spray before first use
• Wipe leather with a damp cloth and use leather conditioner periodically
• Avoid getting suede wet — if they do get wet, stuff with paper and air dry
• Store away from direct sunlight to prevent fading

Question 44

How do I change the website language?

Accepted Answer

You can change the website language by clicking the language selector in the header/navigation area. Choose from English, Spanish, German, French, Portuguese, Simplified Chinese, or Traditional Chinese. The entire website will switch to your selected language.

Question 45

How do I update my profile information?

Accepted Answer

You can update your profile information by logging into your account and navigating to the Account or Profile page. From there, you can update your name, contact details, and preferences. Changes are saved automatically.

Question 46

What is the return shipping address?

Accepted Answer

Please send returns to:

Contact: XY-[Your Customer Number]
Phone: 2196294406
Address: 778 Burr Oak Dr
City: Westmont
State: IL
Zip: 60559
Email: angelawang784@gmail.com

Important: Always contact us first to get a return authorization before shipping. Include your order number in the package.

Question 47

What happens with bulk orders over 5 items?

Accepted Answer

Orders containing more than 5 items are shipped by sea freight by default to keep costs manageable. Sea shipping typically takes up to 1 month for delivery. If you prefer faster air shipping for your bulk order, please contact us before or after placing your order and we can arrange that (additional fees may apply).

Question 48

Do you offer half sizes?

Accepted Answer

Half size availability depends on the specific product. Some styles offer half sizes while others only come in whole sizes. Check the size options on each product page to see what's available. If your size falls on a half, refer to our sizing-up recommendation.

Question 49

Can I view my order history?

Accepted Answer

Yes! Log into your account and go to your Account dashboard. You'll see a complete history of all orders placed with your account, including order status, tracking information, and payment details. Guest orders can be tracked via the confirmation email.

Question 50

Can I request air shipping instead of sea freight for bulk orders?

Accepted Answer

Yes! While bulk orders over 5 items default to sea freight, you can request air shipping by contacting us at contact@velvetwarm.com. Air shipping is faster (7-15 days) but may incur additional shipping fees depending on the order size and destination.

Question 51

How does children's sizing work?

Accepted Answer

Our Children's Collection has its own dedicated size chart designed specifically for kids' feet. Children's sizes are displayed in age-appropriate ranges with corresponding US, EU, and UK conversions. Check the size guide on any children's product page for details.

Question 52

Can I machine wash my slippers?

Accepted Answer

Most of our slippers are not machine washable, as machine washing can damage the materials and shape. We recommend spot cleaning with a damp cloth and mild soap. Always check the care instructions on the product label or product page for specific guidance.

Question 53

Can I use the website in dark mode?

Accepted Answer

Yes! Our website supports dark mode. You can toggle between light and dark themes using the theme switcher in the website header. Your preference will be saved for future visits.

Question 54

Can I get an invoice for my order?

Accepted Answer

Yes, an order confirmation email with invoice details is sent automatically after every purchase. If you need a formal invoice for business or tax purposes, please contact us at contact@velvetwarm.com with your order number and we'll provide one.

Question 55

What currency are prices listed in?

Accepted Answer

All prices on our website are listed in US Dollars (USD). This is the only currency we accept for transactions. Your bank or payment provider may apply their own currency conversion rates if you are paying from a different currency.

Question 56

How do I initiate a return?

Accepted Answer

To start a return:

1. Email us at contact@velvetwarm.com with your order number
2. Describe the reason for the return
3. Include photos if the item is defective
4. Wait for our return authorization (within 2 business days)
5. Ship the item to our return address
6. Your refund will be processed within 5-7 business days after we receive and inspect the item

Question 57

When is my card charged?

Accepted Answer

Your card is charged at the time you place your order and the payment is confirmed. The charge will appear on your statement as a purchase from Velvet Warm or our payment processor.

Question 58

Can multiple items be shipped together (bundle shipping)?

Accepted Answer

Yes, we offer bundle shipping! When you order multiple items, we combine them into a single shipment whenever possible. This helps reduce shipping costs and is better for the environment. In some cases, very large orders may be split into multiple packages.

Question 59

Do you offer wholesale or bulk pricing?

Accepted Answer

Yes! We offer wholesale pricing for bulk orders with a minimum order quantity of 50 pairs. Wholesale customers receive tiered pricing based on order volume. Visit our Partner page or contact us at contact@velvetwarm.com for more details about our wholesale program.

Question 60

Are your size guides based on actual measurements?

Accepted Answer

Yes, our size guides are based on actual foot measurements in centimeters. We provide insole length measurements for each size so you can compare them with your own foot measurement for the most accurate fit.

Question 61

Do you offer products for children?

Accepted Answer

Yes! We have a dedicated Children's Collection featuring fun, comfortable, and safe footwear designed specifically for kids. These products are made with child-friendly materials and feature non-slip soles for safety. Check the Children's Collection category on our Products page.

Question 62

How do I report a website bug?

Accepted Answer

If you encounter a bug or technical issue, please contact us at contact@velvetwarm.com with:

• A description of the issue
• What you were trying to do
• Your browser and device type
• Screenshots if possible

This helps us identify and fix the problem quickly.

Question 63

How do I track an order from my account?

Accepted Answer

Log into your account and visit the Account dashboard. Your recent and past orders are listed there with current status information. Click on any order to see detailed tracking information, including the carrier tracking number and delivery status.

Question 64

How long does refund processing take?

Accepted Answer

Once we receive your returned item, it takes 5-7 business days to inspect and process your refund. The refund is then sent back to your original payment method. Depending on your bank, it may take an additional 3-5 business days for the refund to appear on your statement.

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